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Knowledge Base
We've compiled answers to some of your most common questions. Click on each question to reveal its answer. If you need further assistance, please contact us through our contact form here.

Customer Service
• Where are you located?
Our offices and warehouse are located in upstate New York. If you need to contact us at anytime, please click here.
• What are your business hours?
We are open everyday for business and we ship seven days a week. If you need customer assistance, you can call us from 9a.m. - 7p.m. EST. Otherwise, you can send us an email through our contact form here.
• How can I contact you?
All of our contact information can be found here.
• I don't see what I need. Can you special order items?
Yes we can. We try hard to determine what parents and children want to see most. But if you don't see a particular item, send us a request and we'll let you know what we can do for you.
• The menu says an item is out of stock. When do you expect more in?
Out of stock items are flagged for immediate replacing. These items are generally back in stock within 5-10 business days. Please check back again or give us a call.
• Do you offer complete party packages?
Yes, we do! We understand how time-consuming party planning can be. So, we've made it easier by offering partypacks in 3 versions: Grand, Deluxe and Basic. Each partypack is custom-designed according to product theme.
Shipping
• Do you ship orders outside of the United States?
Yes, we do. However, because of the high cost of shipping overseas, returns are not accepted from orders placed outside the United States and Canada.
• Do you ship to APO and FPO addresses?
Yes, we do. Because of security issues, please plan your party well in advance. These packages can take up to 3 weeks to reach your destination.

Returns

• How do I cancel my order?
If you need to cancel an order that was not already shipped, log into your account and click the "Cancel Order" button. When you complete the process, your order will be canceled immediately and a refund issued back to your credit card.
• How do I return my order?
If you need to return an order, log into your account and click the "Make Return" button. When you complete the process, use the shipping label provided and return your items via carrier of your choice. When we receive your package, a refund will be issued back to your credit card.

Please take a look at our Return Policy in regards to product returns.
• What is your return policy?
All information concerning product returns can be found by clicking here.
• I returned my order and I did not receive a refund to my credit card. How come?
When orders are returned, refunds are placed immediately back to your credit card. However, you may need to wait until the next billing cycle to see the refund. If you returned items and we determined that they were not returnable, we will notify you of our decision. Please take a look at our Return Policy in regards to product returns.
• Is there a restocking fee for returned items?
No. We don't charge you to restock items returned. However, a Return Merchandise Authorization (RMA) number is required before you return items back to us.

You can obtain an RMA by logging into your account and initiating a return.

Please note: You have 30 days to return items. When the 30 days expire, you will no longer be able to initiate a return.

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