If we made a mistake in the fulfillment of your order (e.g. you receive an item you did not order) CLICK HERE for information on how to correct the situation.

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Unfortunately not. Orders on our website are automatically processed and transferred to our warehouse for picking, packing and shipping within seconds of when you click on the "Confirm Order" button and your payment has been approved. This is particularly critical during the months of September and October when we receive literally thousands of orders per day and we need to get them out as fast as possible. Pulling or stopping orders once they have reached our warehouse or distribution center would require that we halt the processing of all orders submitted during that time period thus unnecessarily delaying all orders - and negatively impacting other customers. For this reason we have a strict no changes, no cancellations policy and we go out of our way to alert customers of this policy before they submit their order. Click Here to see a sample order confirmation page presented to all customers checking out.

If you make an error or you want to cancel your order after it has been submitted, we're sorry but there is nothing we can do to stop the order from shipping . You’ll need to receive the order first and then return it (in accordance with our return policy) for a refund. We are unable to refund your cost of shipping and handling if you decide you do not want an order after it has been sent to our warehouse for processing. Note too orders that are refused upon delivery will incur a 15% restocking fee

We charge sales tax only for orders shipped within the States of Kentucky.

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When you place your order you will receive a confirmation email from us which provides a link to the status of your order. Click on the link in that email to view the status of your order. When your order is sent to our warehouse for fulfillment, you'll also receive an email advising you that the status of your order has changed from "ORDER RECEIVED" to "PROCESSING" (this often happens within seconds after you hit the submit button because we are online in real time with our suppliers.) Then, when your order is shipped, you will receive a third email changing the order status from "PROCESSING" to "SHIPPED". This email will also provide a tracking number (if available) and the link to the shipper’s website. Note too you can log in to your Halloween Express online account to view the status of your order at any time as well as track orders previously placed. Click Here to log into your account.

IMPORTANT NOTE: The order status emails we send are in an HTML format. Some ISP's (Internet Service Providers) will by default automatically filter out email that is sent with html code and links embedded in them (AOL is particularly bad about this). If you received your original Halloween Express account setup email (which is a text only email) but are not receiving any of the order status emails our systems send to update you on the status of your order, the problem is with your email account setup. You need to check your email filter settings (aka "SPAM" filter setting) to make sure the emails we are sending you about your order are not being filtered and/or deleted without you viewing first. Unfortunately there is nothing we can do to assist you on this.

As an alternative to using email to check the status of an order with us, we also provide customers with the ability to log into our site via their web browser. You can log into your account online with us and see the exact same information we see as it relates to your account - including the email communications we've sent to you (which you may not have received due to your service provider blocking html embedded emails).   Click Here to log into your account now.

And finally, if you've already logged into your account as directed above and are still concerned that your order may not have been processed properly or is delayed in some way, send us an email and we will research it for you. Be sure to include the name under which the order was placed as well as the date. If you have an order number, be sure to include that information as well. Please note that this process takes some time so we cannot research shipments via the phone or on Live Chat.

If you are an international customer, all questions regarding your order should be directed to iShopUSA. Here is a link to assist you: iShopUSA Customer Care Department

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Typically we are able to process and ship orders within two business days (often the same day), of the day you place your order. This of course depends on the time of year and order volumes. Once shipped, the timing of the delivery of your order depends on the method of shipment you chose (see shipping options for more details and information on shipping methods offered) as well as your location. We will ship from one of four warehouses, or if your order requires multiple shipments, your order may be shipped from multiple warehouses. Once we ship your item you will receive an email from us confirming shipment and if applicable, include a tracking number and link to the carrier’s website so you can track your order. Business days are Monday through Friday, and do not include Saturday, Sunday or holidays.

Regardless of which shipping method you select, we cannot guarantee delivery by a specific date. Also, it is important to note that the shipping time frame stated for each shipping option is the estimated number of days it will take for you to receive your order after it leaves our warehouse (not the number of days from when your order is placed). As you might expect, the 2 or 3 weeks leading up to a holiday is our busiest time. During these high volume times you can click on the Shipping Lead Time link to get an idea of what the current lead time is for shipping an order from our warehouse.

Here's a chart to illustrate the total time it takes to receive your order:

If you are an international customer, all questions regarding your order should be directed to iShopUSA. Here is a link to assist you: iShopUSA Customer Care Department

To see a Sample Delivery Confirmation page where our shipping policy is also explained during the checkout process, Click Here.


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International customers may pay with international credit cards, PayPal and bank wire transfers. iShopUSA will process your payment and guarantee delivery. Once your order is completed, all inquires about your order should be directed to the iShopUSA Customer Service Department.


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The first email will confirm we received your order. More details about this can be found in the “How to Order” section. The second email will confirm that your order has been successfully transmitted to our warehouse distributor and the order is in the queue to be fulfilled. Then, usually within two business days your order will be ready to leave one of our warehouses. As soon as your order leaves our warehouse, we’ll send you a third email to let you know your order is on its way. This email will include your tracking number and an online link directly to the shipper (if available). To be certain that you receive this information, please make sure you enter a valid email address when you place your order. Note too you can log in to your Halloween Express online account to view the status of your order as well as track orders previously placed. Click Here to log into your account.

If you are concerned that your order may not have been processed properly or is delayed in some way, send us an email and we will research it for you. Be sure to include the name under which the order was placed as well as the date. If you have an order number, be sure to include that information as well. Please note that this process takes some time so we cannot research shipments via the phone or on Live Chat.

If you are an international customer, all questions regarding your order should be directed to iShopUSA. Here is a link to assist you: iShopUSA Customer Care Department

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Maybe nothing. There could be another shipment on the way to you. We have multiple warehouse locations and it's entirely possible your order was shipped from different locations. That said, in doesn't hurt to send us a communication letting us know what is missing so we can follow up. To initiate a communication to us about a partial order, CLICK HERE. Be sure to select the "Partial Order Received" reason option from the drop down menu. It is important too you provide us with your name, order number and a brief description of what is missing. We will follow-up with you in writing. Note that the process of checking on the status of a partial order can take more than just a few minutes so sending an email (versus Live Chat or phone call) is the most efficient method of communicating with us.

If you are an international customer, all questions regarding your order should be directed to iShopUSA. Here is a link to assist you: iShopUSA Customer Care Department


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If your order was shipped to the address as stated on your order and for whatever reason that shipment was returned to us (e.g. you accidentally typed in the wrong ship to address, someone mistakenly refused it or you were away on all attempts to receive the delivery), the only thing you can do is place a new order for the same items. When a shipment is returned to us as undeliverable, we can only assume the item was refused and the shipment is set aside for refund processing. During our busy season (Sept, October) this process can take awhile - two or more weeks. Therefore if your shipment was returned to us, the fastest way to receive the merchandise is to place a new order. We will of course refund the cost of the merchandise in the first returned order assuming the merchandise is received in the same condition as when we shipped it. We treat undeliverable packages the same as we would a return (unless if the order was refused, in which case we will deduct a 15% re-stocking fee from the refund we issue). While we wish we could simply re-ship the same box back to you, the shear volume of orders we process makes doing so impractical. You will receive your order faster if you place a new order.


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If one (or more) of the items in your order is missing or broken, send us an email using this link with the details of your order including the Order Number. Be sure to include a description of what exactly is missing or broken. Depending upon the item we may have to ship an entirely new item to you rather than just the component that is missing or broken. It is important to do this via email and not phone or live chat as we need specifics in writing. Please allow one business day so we can research and reply.

Claims for missing or broken items must be made in writing within ten (10) days of receipt of your order.

To send us an email, CLICK HERE. Be sure to select the appropriate reason code from the drop down box.

If you are an international customer, all questions regarding your order should be directed to iShopUSA. Here is a link to assist you: iShopUSA Customer Care Department


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If you received the wrong item in your order or there is a problem with the items you received, send us an email using this link with the details of your order including the Order Number. Be sure to include a description of what exactly is wrong. It is important to do this via email and not phone or live chat as we need specifics in writing. Please allow one business day so we can research and reply.

Claims for wrong items received must be made in writing within ten (10) days of receipt of your order.

To send us an email about receiving the wrong item, CLICK HERE. Be sure to select the appropriate reason from the drop down box.

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As an alternative to using email to check the status of an order with us, we also provide customers with the ability to log into our site via their web browser. You can log into your account online with us and see the exact same information we see as it relates to your account - including the email communications we've sent to you (which you may not have received due to your service provider blocking html embedded emails). Click Here if you wish to log into your account now.

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If you'd like to log into your HalloweenExpress.com account now,   Click Here.

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We have partnered with iShopUSA - a trusted third-party company to fulfill orders for our international customers. All questions regarding international shipping, including costs, duties, payment options and time-frames should be directed to the iShopUSA customer care department. Here is a link to assist you: iShopUSA Customer Care Department

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Unfortunately it is not possible for us to tell you in advance where your order will ship from. We can however give you some insight into the process.

If you are a domestic customer living within the United States, your order will likely ship from one (or more) of our fulfillment centers located in the United States. Those locations are in North Carolina. Some of the merchandise on our website is shipped directly from the manufacturer or distributor to keep shipping and handling costs to a minimum so it is possible your item could ship from another location in the country. We of course try to ship from the closest facility and ship from one location versus splitting orders across multiple locations. This however is not always possible. Unfortunately, we cannot tell you precisely which items in your order are being shipped from which location in advance of placing your order. By the time we know which location your order is being shipped from, the order has already been sent to the fulfillment center.

If you are an International customer, we have partnered with iShopUSA - a trusted third-party company to fulfill orders for our international customers. Their facility is based in Los Angeles, CA which is where all international orders ship from. All questions regarding international shipping, including costs, duties, payment options and time-frames should be directed to the iShopUSA customer care department. Here is a link to assist you: iShopUSA Customer Care Department

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Shipping and handling charges are calculated during checkout based on the method of shipping you selected, your address, which warehouse the order ships from and the number of items in your shopping cart combined with the total weight and box dimensions required to ship your order. For this reason it is not possible for us to tell you the shipping costs for your order until you enter the checkout process. The first screen you will see when you click on the 'check out' button is the shipping page which will present you with your shipping options and related costs based on what you have in your shopping cart.

If you are an international customer, questions regarding international shipping costs and/or timeframe's should be directed to our international shipping partner iShopUSA. The link to obtain international shipping assistance is here: iShopUSA Customer Service Department

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