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Customer Service & Returns

Effective Feb. 17, 2015, has shut down and will no longer be able to process returns, other than orders shipped on February 17th or earlier. We have truly appreciated the opportunity to serve the party supply community and apologize for any inconvenience. For contact information please see below:

We are open Monday - Friday 10:00 AM - 7:00 PM Eastern Time. (We are closed on major holidays).

Contact Customer Service:

Via Telephone: 1-866-969-7245 Mon-Fri, 10AM - 7PM Eastern Time.

Send Us An Email Message: Click this SEND US A MESSAGE link to send an email message to our customer care team. We respond to all emails during business hours within 1 hour.

Send us a fax: 1-815-846-8799

Send us a letter or package: c/o PartyPail 1151 E Laraway Rd Suite 100 Joliet, IL 60433

Return Policy Overview:

At, we try hard to make sure you are satisfied with your purchase. Most of the items we sell are returnable (generally with a small Restocking Fee). Certain items cannot be returned (e.g. food items and personalized items, etc.) for safety and resale reasons. In order for you to be eligible for a refund, the merchandise must be returned to us unopened, in its original condition and it must be able to be restocked in NEW CONDITION within the time limits outlined below.

Which Items Cannot be Returned?

  • Diaper Cakes, and other “made to order” items. All items with Part Numbers beginning with “TW”, “PR”, and “BB” are made-to-order items and are non-returnable.
  • Edible items such as mints, chocolates, and cookies are non-returnable.
  • Personalized items are non-returnable, unless an error was made by us in processing your order. If you ordered the labels or tags separate from another item, the non-personalized item may be returnable, just not the tags or labels. Please contact customer care if you have a question about this related to your order.
  • "Closeout" merchandise or patterns. Check the Theme Page for details if your item is considered Closeout.
Prior to returning any item, you must contact us and request a Return Merchandise Authorization (RMA).

How do I obtain a Return Merchandise Authorization (RMA)?

Please call our Customer Care team at 866-969-7245, or contact us via the contact form on the Contact Us Page of our website. Make sure you include your order number so we can research your order and provide you the details related to the return.

How long do I have to return an item, and what is my Restock Fee?

Most items can be returned within 30 days of shipment, with a restocking fee of 10% or $4.50 (whichever is greater), but some of the items we sell are specialty items that ship from specialty manufacturers who have different return policies. We use a 2 or 3 Digit Product Code Prefix for each item we carry - based on the Product Code Prefix, here is how long you have to return the item, and what the restock fee is:
Product Code Prefix Time Limit on Return Restock Fee*
KA- Within 30 days of receipt of order 10% of order total, or minimum of $4.50
FC- Within 30 days of shipment of order** 10% of order total, or minimum of $4.50
EE- Within 14 days of receipt of order 20% of order total, or minimum of $4.50
PM- Within 14 days of receipt of order 20% of order total, or minimum of $4.50
LF- Only if arrived damaged Subject to Manufacturer Review
FB- & FBL- Within 10 days of receipt of order 25% of order total, or minimum of $4.50
All Other Items Within 30 days of shipment of order 10% of order total, or minimum of $4.50
* If you received free shipping on your order, and return merchandise, in addition to the restocking fee, you will also be charged a return shipping fee of the actual UPS, USPS, or Fed-ex Retail Rate incurred by to ship the item to you. ** No partial returns are allowed on FC items.

Undeliverable shipments:

Should a package be returned to us, or to one of our specialty manufacturers as undeliverable due an address error on the customer’s part, or an order is refused by the customer because delivery was delayed by UPS or USPS due to adverse weather conditions, the customer is subject to return shipping fees, restocking fees, and some items may not be refundable whatsoever; non-refundable items include, but are not limited to, personalized items and food product such as chocolates, cookies, mints, and almonds.

How do I Package and Ship My Items Back To You?

When you receive your RMA number from our customer care team, you will also receive instructions on where to ship the item. Your package must list the RMA # on the package, and you need to enclose a copy of your receipt or invoice in the package, along with your name, address and telephone number (we cannot process returns if we do not have a valid phone number.) For your security, we recommend that you use an insured carrier such as UPS, FedEx or the USPS Priority Mail (with insurance).



Call us at 866/969-7245 (Mon. – Fri. 7:00 AM to 4:00 PM Pacific Time), or contact us via the contact form on the Contact Us Page of our website.

Our Customers Say...

"Great Customer Service! I called in and did the order. Order came within a week. Will always use when doing a party,as the prices are great!!!!" ... read more

Shelly T. - Melbourne, FL