Returns & Refunds
The following criteria must be met to be eligible for a refund:
- Returns must be postmarked within 15 days of the original order date.
- Item(s) must be new, unused and in their original packaging, along with all accessories. Check item restrictions below.
- Item(s) must be accompanied by the packing slip generated from the return process noted above.
- We recommend using a traceable shipping method with delivery confirmation.
Restocking Fee: Items returned for a refund will incur a 12% restocking fee. There is a $15 restocking fee for undeliverable or refused orders.
Defective Items: If you received an item that is damaged, we'll fix it - fast. Contact Customer Care within 14 days of the original order date, and we'll do everything we can to ensure you receive the replacement product(s) quickly.
Processing Times: Returns are typically processed within 2 weeks of receiving the item. During the Halloween season (September through November), returns may take up to 3 weeks. It's a very busy (and our favorite) time of year!
The following items may not be returned:
The following items qualify for a return ONLY if they are in their unopened, original packaging -- these items must not have been worn, used or altered in any way (basically, if it goes on a furry friend or your face, feet, hair or bottom and you took it out of the package - it's yours to keep):
- Socks and stockings
- Shoe covers, boot tops, slippers or other similar footwear
- Wigs, beards, facial hair or any other artificial hair
- Hair accessories
- Artificial teeth
- Prosthetic noses or chins
- Cigarette holders
- Inflatable Items
- Pet costumes
Shoe Returns: All shoes must be unmarked (without scuffs), unworn and in new condition. Try your shoes on indoors in a carpeted area to avoid making them ineligible for a return.
Incorrect Adresses and Return-to-Sender Packages:
If an incorrect shipping address is provided, the delivery of the package may be delayed. An order with Premium or Express shipping may be delayed if only a PO Box is provided.
If your order is sent back to us as undeliverable and you still need your order, we can assist you. You can pay to reship the order, with an updated address, via the shipping level desired. You can place a new order to ensure it arrives by your event date. We will refund your original order (minus original shipping charge.)
Orders Not Placed on BirthdayExpress.com: All Birthday Express orders placed through Amazon.com, eBay, Newegg or other third-party marketplace should consult the return policy of the relevant site.
Please keep in mind that refunds are for the cost of the merchandise only and return and/or original shipping charges are not refundable.
- Read our Returns Policy to ensure your order qualifies.
- Pack up your order and include your packing slip inside the package.
- Mail the item to the return address below:
Attn: Returns Dept.
16205 West Small Road
New Berlin, WI 53151
- We will issue you a refund for your order (minus shipping fees) typically within a week of the receipt of your package. Note: In October and November, this process may take up to 3 weeks.