Home / FAQs

Frequently Asked Questions

  • ORDERING
  • SHIPPING
  • RETURNS
  • PRODUCTS
  • PERSONALIZATION
  • COMPANY
  • Ordering FAQs

    How do I get a copy of my invoice?

    It's easy to print a copy of your invoice. Simply access your Order Status and click the Print Order button to print or save a copy of your Invoice.

    You may access your Order Status in one of two ways:
    1. Login to your account and go to My Orders.
    2. Click here to enter your order number and billing verification - zip code (zip +4 if applicable), email address or phone number.

    Can I pay with a Purchase Order?

    Yes, we offer open accounts to schools and government entities upon request. Click here for more details and to apply for Open Account approval.

    Can I use more than one promo code?

    Unfortunately, you can only use one promo code per order. Offers and coupons cannot be combined.

    Can I get a price quote for my order?

    Yes, the process is simple. Click here for details.

    Can I change or cancel my order after it is placed?

    In order to keep costs to a minimum and pass along those savings to you with our low prices, our system is set up to automatically process your order as soon as it is placed. Therefore, we cannot make any changes or cancel your order after it has been submitted. Please verify all the information on the checkout page including your personalization, quantities, ship-to address, and special promotions prior to submitting your order. We apologize for any inconvenience and hope you understand our goal is to keep our costs low and processing times fast.

    Can I rush production times?

    Unfortunately, we are not able to rush production times or ship dates. If you need your items in a hurry, you can choose to upgrade your shipping to Express or Premium delivery. This will shorten the amount of time the package is in transit after it leaves our facility and will arrive to you quicker. Guaranteed delivery dates are listed in checkout for each item.

    Can I mail my order with a check?

    Yes, please download the Order Form and mail us your completed form with a check. Personal checks will be held for 7-10 business days while bank validates account.

    Will I have to pay sales tax on my order?

    We will only add sales tax to your order if your order is shipped to California, Iowa, Indiana, New Jersey, Pennsylvania, Connecticut, Oklahoma, Idaho, Kentucky, Wisconsin, Washington, Wyoming, North Dakota or South Dakota. The tax will automatically be added to your order total during the checkout process. If your order is shipped to any other state, no tax will be charged.

    If your organization is exempt from your state's sales tax, please fax a properly completed sales tax exemption form to 260-723-4431. Once received, we will remove sales tax from your order and mark your account as tax exempt for future orders.

    If you are not tax exempt and your state collects sales tax, you may be required by the state department of revenue to file and pay a use tax. For more information, please contact your state and/or local government.

    Do you accept international payments through PayPal?

    We accept PayPal payments from the US only. We do not accept payments from other countries.​

    What are your payment options?

    We accept Visa, Mastercard, American Express, and Discover credit cards, as well as PayPal and Amazon payments. You may mail in a check with the order form. Sorry, C.O.D. is not available. We offer open accounts to schools and government entities upon request.
  • Shipping FAQs

    What are your shipping costs?

    We offer multiple shipping options. Please visit our Shipping Information page for details.

    When will I receive my order?

    Most orders with standard ground shipping will arrive approximately 5-7 business days after placing your order. We also offer expedited shipping for faster delivery. Personalized products require varying production times, so please add the number of production days listed in the product description to your shipping time.

    Do you ship internationally?

    Yes, we offer international shipping options. For information and costs for international shipping, please refer to our Shipping Information page.

    What is a Shipping Surcharge?

    Because some large items are shipped in over-sized packaging, these items have a shipping surcharge. The surcharge is in addition to the regular shipping and handling charges and the cost will be applied at checkout. The price will appear individually by each item and is included in the total for "Shipping and Handling". Surcharges vary by item.

  • Returns FAQs

    What is your return policy?

    To ensure proper credit, fill out the return form and enclose it with the items you are returning. All merchandise must be returned within 45 days of receipt. Only unused items with unbroken seals and packaging may be returned. We will credit your original method of payment, excluding delivery charges. For returns originating outside of the U.S., please mark on the box "U.S."


    Products that cannot be returned include:

    • Personalized products that have been custom printed and/or cut.
    • Worn apparel such as hats, tiaras and costumes are prohibited by health regulations.
    • Food items are prohibited by health regulations.

    Should I return glassware that arrived broken?

    At Stumps Party we offer a variety of quality glassware styles at various price ranges. (We carefully handle and pack each glass to prevent possible breakage.) Sometimes breakage occurs due to the fragile nature of the product and freight handling. We include extra glass(es), free of charge, in each shipment to cover potential breakage.

    Please do not ship broken glassware back to our warehouse. Contact customer service if you do not receive the original number of glasses ordered due to breakage. We will replace the broken pieces or apply a credit for the broken glassware. E-mail us at csr@stumpsparty.com with specific details regarding broken glassware.

    How long will it take to receive my PayPal refund?

    PayPal refunds typically take 5-7 days from receipt of returned merchandise to process.

  • Product FAQs

    Which materials are flame retardant?

    We offer more than 40 flame retardant fabrics and materials in several different sizes. Click here to find flame retardant safety information for gossamer, poly vinyl and more.

    Is my item in stock?

    Stumps Party offers more than 30,000 products, so there will be instances when we are temporarily out of an item. If you order by phone, you can receive instant confirmation of up-to-the-minute stock availability from your Party Planner. When you place an order on our website, our system will inform you on each product page if the item you have ordered is out of stock and provide you with an expected ship date.

    What does "made to order" mean?

    This is an item we create especially for you. When you place an order, please allow for the stated production time. Unfortunately, we are not able to rush our production times or ship dates. Even if you choose not to personalize the item, production times remain the same.

    What are your minimums?

    On our website, each item description will state if there is a minimum or if you can purchase the items individually.

    Where can I find decorating ideas for fabric?

    Our Complete Guide to Decorating is a great resource for finding decorating ideas.

    What is California's Proposition 65?

    California law contains what is known as the Safe Drinking Water and Toxic Enforcement Act, also referred to as Proposition 65 (“Prop 65”). Prop 65 is a unique California only “right to know” law that requires products sold in California to bear warning notices about potential exposure to any of the over 900 substances listed by the state. As a practical matter, Prop 65 warnings are required for any product that exposes an individual in California to virtually any detectable amount of a listed chemical.

    Prop 65 does not ban any products from sale in California or anywhere else; it simply requires warnings about listed chemicals contained in the product if sold in California. No other state has a law similar to Proposition 65, which requires warnings for listed chemicals contained in products at levels that are far below levels known to cause any actual harm, or that are otherwise regulated by federal law. Lawsuits to enforce Prop 65 against manufacturers, distributors or retailers may be instituted by the State of California, or much more frequently by private “bounty hunters” and their attorneys who profit from the law.

    Stump’s takes steps to ensure that the products it sells comply with all laws including Proposition 65, and requires its suppliers to meet various Proposition 65 compliance standards.  Nonetheless, trace amounts of listed chemicals can be found in some of even the carefully selected and manufactured products that Stump’s sells.  But, to put this in perspective, trace amounts of listed chemicals are also found in many of the foods that people eat every day.  For example, foods like coffee, juice, fish and other foods that are part of a healthy diet frequently contain trace amounts of listed chemicals. 

    As a business decision, Stump’s generally prefers to comply with Prop 65 by providing warnings for its products where there may be detectable levels of trace amounts of any listed chemicals. Stump’s strongly believes that any minute levels of the chemicals listed by Prop 65 in its products do not cause a significant exposure through their intended use. However, like many other suppliers of similar products, Stump’s has chosen to provide Proposition 65 warnings rather than engage in a resource draining legal battle to prove in court that any listed chemicals contained in its products do not require a warning. 
  • Personalization FAQs

    How much time does it take for imprinted items to arrive?

    Custom production times vary depending on the product, with most products shipping within 24 hours! Please consult the item description for more detailed information. If you use standard ground shipping, add an additional 2-5 business days to the production time for an approximate delivery date.

    How do I personalize my item?

    There is a Personalize button on the product pages where personalization is available. Simply click on that button and the tools to personalize your item will be provided in a pop up screen. You will be presented with all the options and choices available for that particular item.

    How do I submit a photo for an item? What are your photo requirements?

    When adding the item to your shopping cart you will be prompted to upload your photo. We accept these types of images: JPG, PNG, GIF and BMP. The quality of your product starts with your image and the production time for your product cannot start until an acceptable image has been received.

    Image Requirements

    • Cameras should be 5 mega pixels or higher.
    • Photo file should be between 1 and 8 MB.
    • We accept images with the following file types: JPG, PNG, GIF, and BMP.
    • When supplying files from your digital camera, send the original file size (or largest file size) to ensure your picture has the best possible print quality.
    • When using a scanner to send us a file of your photo, a resolution of 300 DPI (dots per inch) or higher is preferred.
    • Close-ups and high quality images with bright colors will produce the best results.
    • We will not do any photo retouching or color correction.
    • We cannot reproduce copyrighted, registered, trademarked, or professional photos and images (unless a copyright release is submitted with a photographer, studio or artist's signature).
    • We reserve the right to refuse any objectionable material. We will not reproduce materials that are deemed to be offensive or obscene.

    Troubleshooting

    • Has your image been forwarded via email? Every time an image is forwarded the size of the image is decreased. Example: An image forwarded using a widely used email provider is reduced 50% in size the very first time it is forwarded.
    • How do you get an electronic image from an old photo? Visit your local print shop or photo processing center and ask them to scan your photo and save it on a CD. We recommended that you request a minimum of 300 DPI. The large the file size the better.
    • How do you tell what your image's pixel width and height are? Open your image. Place your mouse pointer on the image and right click. Select properties. The pixel width and height can be found under dimensions.
    • How do you tell what file type your image is? Open your image. Place your mouse pointer on the image and right click. Select properties. The file type will be listed under type

    What designs do you offer for personalizing products?

    Stumps Party offers hundreds of design options for any theme or party! Click Personalize on any personalized product page to see our huge selection of imprint designs!
  • Company FAQs

    What is your address?

    Our mailing address is:

    Stumps Party
    919 S. Harrison St.
    Suite 300
    Fort Wayne, IN 46802 
    USA


    Phone: 800-348-5084 
    Fax: 260-723-6976

    Is your website secure?

    Yes, we are very concerned about site security on the Internet today. That is why we have made sure that we have followed and surpassed all industry standards necessary for a secure site. These include encrypting all data that you give to us and not sharing any information you give us. Your payment information is very secure and we continue to be PCI DSS Level 1 certified. We want you to feel confident when ordering from Stumps Party, and we are doing everything we can to continue to operate a secure site. If you have any other questions concerning site security, please feel free to e-mail us at csr@stumpparty.com.

    Site Security
    At Stumps Party, your security is our number one concern. We are pleased to tell you about the measures we have taken to ensure your security. We have followed and surpassed all industry standards necessary for a secure site. We are a GeoTrust™ secure site. This means that all information sent to our site is encrypted and protected against disclosure to third parties.

    Our servers use SSL (Secure Sockets Layer). This is an advanced technology that encrypts all of the information you send us (this includes all of your personal information such as your name, address, credit card number, etc.) so that it cannot be read as the information as it travels over the Internet. SSL works with Microsoft Internet Explorer, Google Chrome, Firefox and Safari. To ensure that you are accessing our secure server to place your order, look at the bottom of your browser. You should see a closed lock or unbroken key icon (depending on your browser). If you see either of these icons, then SSL is active.

    Cookies
    A "cookie" is a small text file that your browser keeps on your hard disk, and is very common on the Internet. They are a way for Stumps Party to remember who you are. They also allow us to "remember" what you put in your shopping bag as you browse through our product selection. However, you can still browse our products and use many of our site features without cookies.

    To place an order on Stumps Party, your browser does need to accept cookies. If you do not feel comfortable modifying your browser preference files, please feel free to e-mail us for assistance. 

    To enable cookies in your browser:

    • For Internet Explorer Users: Choose TOOLS, then INTERNET OPTIONS, then SECURITY, then CUSTOM LEVEL, then scroll down to the COOKIES area and choose ENABLE.

    • For Netscape Users: Choose EDIT, then PREFERENCES, then ADVANCED, then see COOKIES area and choose ACCEPT COOKIES.

    Fair Credit Billing Act
    Under the Fair Credit Billing Act, your bank or credit card company cannot hold you responsible for more than $50 of any unauthorized or fraudulent charges on your credit card. In the event of any unauthorized use of your credit card, you are required to notify your credit card provider in accordance with the agreement you have with them.

    Please rest assured that shopping on Stumps Party is safe and secure! You'll find the experience fun, easy and quick.

    Questions or Concerns
    Stumps Party
    Attn: Customer Service
    919 S. Harrison St.
    Suite 300
    Fort Wayne, IN 46802
    USA

    Will you donate to my non-profit event?

    We're sure you're planning a wonderful event. We would love to help, but we receive hundreds of donation requests every week and, unfortunately, cannot help everyone. We strive to keep our prices as low as possible so everyone can enjoy our products. Please take advantage of one of our current promotional offers shown at the bottom of our website for an additional savings. We do hope that your event is a huge success!

    Can I obtain a copy of your W-9 Form?

    Click here to download and print a copy of our W-9 Form.

    Do you have a retail store location?

    Unfortunately we do not have any retail store locations. All orders are placed via the website, phone, mail or fax.

    How do I get a catalog?

    Find the best prom and party supplies in a free Stumps Party catalog! Request your free catalog today.

    What is the Stumps Party privacy policy?

    Privacy Policy
    We want you to know that we respect your privacy and value you as a customer. To this end, we have initiated policies to ensure that your personal information is handled safely and responsibly.

    Please note:
    By visiting or using our website, you are accepting the policies described in this Privacy Policy.
    If, at any time, we alter our Privacy Policy, we will post a notice on our website. We receive and gather information (such as customer name, address, phone number, email address, and, when necessary, credit card information) from customers for the following purposes:
    • To process orders
    • To improve customer shopping experiences
    • To communicate about our products and services
    • To fulfill catalog requests
    • To send Order and Shipping Confirmation E-mails
    • To contact customers about their order
    E-mails/Newsletters
    You may sign up to receive promotional e-mails and newsletters on our website to find out about current specials, offers, sales, and more. If at any time you wish to stop receiving these e-mails, you have the option to remove your name from our mailing list. At the bottom of each e-mail/newsletter, you can click on a link to unsubscribe and remove your name.

    Please note: we will NOT sell, rent or share your e-mail address or password with a third party. We understand that this information is private and will handle it in a responsible manner.


    Mailing Information
    If you do not want to receive our catalog at any time, please let us know. Be sure to provide your exact name and address (as it appears on the catalog mailing label), or send us the actual mailing label from the catalog. Please allow 6-8 weeks for us to update our mailing lists.

    Mail your request to:
    Stumps Party
    Attn: Customer Service
    900 S. Harrison St.
    Suite 300
    Fort Wayne, IN 46802
    USA

    E-mail your request to:
    csr@stumpsparty.com

    Or call us at:
    1-800-314-8794

    We will occasionally share our customers’ mailing and other information with select companies that we feel might be of interest to you, but we will never share any personally identifiable information we collect from you without your consent. If you prefer that we do not share your name, simply mail or e-mail us your name and mailing address. Again, be sure to provide your exact name and address so that we may identify you correctly.

    We may employ other companies to provide similar marketing services on our behalf. With our approval, these third parties may also place "cookies" for analysis purposes. These third-party companies will have access to the information needed to perform their functions but cannot use that information for any other purpose. These third-party companies will only have access to non-personal information about your visit or transaction, such as the URLS which lead you to and around our site, pages visited, the product(s) purchased, and the amount spent; these companies will not have access to information that will allow them to personally identify you.

    To remove your name from mailing lists of other printed catalogs that belong to the Direct Marketing Association, write to:

    Mail Preference Department
    Direct Marketing Association
    P.O. Box 9008
    Farmingdale, NY 11735-9008

    Children's Online Privacy Protection
    In compliance with the Children's Online Privacy Protection Act of 2000 (COPPA), we do not request any information from children under the age of 13. We require parental consent (via e-mail) on any information provided to us by children under the age of 13. We have provided links on our site to our Privacy Policy from all places where information can be gathered.

    We do gather information from parents wishing to include their children in their account information when enrolling in the Rewards Program. This information includes the names, ages, gender, and birth dates of children registered by a parent. This information is used only to provide relevant information to the parent prior to their child's birthday. At no time is any of this information shared with third parties.

    Questions or Concerns
    Stumps Party
    Attn: Customer Service
    919 S. Harrison St.
    Suite 300
    Fort Wayne, IN 46802
    USA