Customer Service

Frequently Asked Questions

Shipping Rates
Service Type
Rate
Ground $7.99
3 Day Select $12.99
2nd Day Air $19.99
Next Day Air $29.99
Saturday Delivery Next Day Air $34.99
Delivery to Alaska or Hawaii Additional $10.00
APO/FPO Additional $5.00

Please note: If your order includes an item that is particularly large, or if you have ordered in large quantities, our shipping calculator may not accurately give you the total shipping cost for your order. In most cases, this will not be a problem, but in the case of a large discrepancy, you will be notified of the difference and your order may be held pending your reply.

Order & Shipping Questions
How do I make changes to or cancel my order? When will my order ship? How will my order be shipped? Which service will be used? How long will it take to receive my order? How do I track an order? Do you ship internationally or process APO or FPO orders? I am a little concerned about using my credit card on the internet. How safe is it? If I need to return my order, how do I do it? Where do Custom Orders ship from?
Product and Purchasing Questions
How do I know if something is in stock? Do all of your costumes come in all sizes? Are your costumes officially licensed? Do you accept back orders for products not currently in stock?
Party City Store Questions
Do you carry the same products online as at your stores? Can I redeem a promotional coupon given to me at one of your stores to make an Internet purchase? Do you match prices between your stores and your website? Do your retail stores or PartyCity.com offer organization discounts? Where are your stores located? Which forms of payment do you accept at your stores?
Returns Questions
How do I return an item I purchased at partycity.com? Can I return an Internet purchase to one of your store locations?
More Questions
Do you offer wholesale accounts? Do you take checks or money orders online? What are the hours at your corporate headquarters? What is your privacy policy? You've answered a lot of questions here, but I still have one you haven't answered. How can I contact you?

Order & Shipping Answers

How do I make changes to or cancel my order?
We have set up our system to automatically process your order as quickly as possible. For that reason, we CANNOT make changes to or cancel your order after it has been submitted on our website. Please double-check all of your address information, the products you ordered, and the shipping method you've selected prior to completing your order. If an error is made, we need you to receive the order and return it (if the Returns Policy allows) for a refund. We are unable to refund your cost of shipping and handling if you decide that you do not want an order after it has been sent to the warehouse for processing. Our goal is to ship orders immediately, so we apologize for any inconvenience this may cause.

When will my order ship?
Most orders placed by 5:00 pm Central, Mon-Fri, will usually ship the same day, providing credit card information is correct, the shipping address provided is correct, your order is not oversize air, and it is not a Holiday. Orders placed after 5 pm Central will ship out the next business day. Exceptions might occur if there is a problem getting a correct authorization with the credit card used to place the order.

How will my order be shipped? Which shipping method will be used?
You can choose the shipping method from the available options listed during checkout. We offer: Standard Shipping, 3-Day Select, 2-Day Air, Next Day Air, Next Day Air Saturday (where available), and USPS for all Military Address Deliveries. For more information on our shipping methods, costs and policies please visit our Shipping Information page.

How long will it take to receive my order?
Arrival time depends on the shipping method you choose (Standard, 3-Day, 2-Day, or Next Day) and the time you place the order. Most orders placed by 5:00 pm Central, Mon-Fri, will usually ship the same day, providing credit card and shipping address information is correct, your order is not oversize air, and it is not a Holiday. Orders placed after 5 pm Central will ship out the next business day. Please refer to our Shipping Time Estimator to get specific information on how long it will take your order to get from us to you.

How do I track an order?
After you receive your Shipment Confirmation and Order Number, you can track your order status by going to our Track Order page. Enter your Order Number in the first field, the zip code of the billing address in the second field, and then click the "Find Order" button.

Do you ship internationally or process APO or FPO orders?
If you are located in Canada, please visit PartyCity.ca. If you are located in Europe, please visit our sister website, PartyDelights.co.uk. We do process all APO, DPO, and FPO Orders but these orders can only ship via USPS.

I am a little concerned about using my credit card on the internet. How safe is it?
Ordering on our site is as safe as placing an order over the phone, thanks to the security measures we have in place. When you enter your personal information, you are on a secure connection ("Secure Sockets Layer" or SSL for short). This is the same standard of security used by many financial institutions. As far as how we use your personal information, please refer to our Privacy & Security Information page.

If I need to return my order, how do I do it?
Please refer to our Return Policy for all the information and policies with respects to returns online or in our retail stores.

Where do Custom Orders ship from?
All Custom orders are shipped from our production facility in MA. For additional information, please review our Shipping Information page.
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Product and Purchasing Answers

How do I know if something is in stock?
Our system will not let an order get placed for an item that is out of stock. You will be notified if the quantity or item you are requesting is not available.

Do all of your costumes come in all sizes?
No, please see the individual costume page. The available sizes will be indicated.

Are your costumes officially licensed?
Yes, our brand merchandise comes from the top vendors in the United States, and licensed costumes will bear the official logo or trademarked name.

Do you accept back orders for items not currently in stock?
No, unfortunately we are only able to accept orders for products that we have in stock to ship immediately.
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Party City Store Answers

Do you carry the same products online as at your stores?
Selection and price may vary by store and market and from store to website. Most Online exclusive items will be noted either on the product image or product description. If you see something online but you'd like to purchase at your local store, write down the item number of the item(s) found underneath the product description on the individual product page. Then, call your nearest Party City store and ask if they have the item in stock and we will gladly check for you. Consult our Store Locator to find the store nearest you.

Can I redeem a promotional coupon given to me at one of your stores to make an internet purchase?
Only certain coupons can be redeemed on line. Valid coupons will contain a promotional code that you may be asked to enter to receive your discount. Coupons without promotional codes are not valid for online purchases

Do you match prices between your stores and your website?
Pricing, promotions, styles and availability may vary by store and online.

Do your stores offer organization discounts?
Yes, please visit our Organization Discounts Page for more information.

Where are your stores located?
Good question! Consult our Store Locator to find the store nearest you.

Which forms of payment do you accept at your stores?
We accept cash, checks, and the major credit cards: Visa, Master Card, American Express, and Discover.
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Returns Answers

How do I return an item I purchased at PartyCity.com?
Please see our Return Policy.

Can I return an internet purchase to one of your store locations?
Yes, please see our Return Policy
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More Answers

Do you offer business to business accounts?
We offer Organization Discounts at your local Party City retail store locations. For online business to business accounts, please contact Customer Support at 800-727-8924.

Do you take checks or money orders online?
No, however we gladly accept PayPal and major credit cards: Visa, Master Card, American Express, and Discover.

What are the hours at your corporate headquarters?
We are located in Rockaway, New Jersey, and our hours are 9am - 5pm EST. However, you can order online 24/7.

What is your privacy policy?
Please visit our Privacy Policy page to find out.

You have answered lots of questions here, but I still have one you have not answered. How can I contact you?
Please visit our Contact Page.
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