Home » Return Policy

Please note: We charge a 25% Restocking Fee during Halloween season. This will be applied to returned merchandise price and will be deducted from credit.
 




 

 

How do I return an item?

Please follow these steps to return your product:
1. You must send your claim to webrep@pinatas.com within 3 business days after receipt of your order. Refund is not applicable if claim is not emailed during this time period.
2. Once you receive an approval from us by email please use a traceable shipping method to return merchandise. If we cannot track the delivery and we don't receive the item, we will not be responsible for refunding the order.
3. Product must be returned in its original package and in resalable condition.

Products must be returned to the following address:
Pinatas.com
9701 Pan American Dr.
Suite 100
El Paso, TX 79927

How can I calculate my refund and when will I get it? 

  • Your credit card will be credited for the price of the returned merchandise only.
  • We charge a 15% restocking fee on returned merchandise (25% during Halloween season). This will be         applied to returned merchandise price and will be deducted from credit.
  • No refunds on freight charges, taxes or any duties or customs charges that are incurred on the package.
  • You are responsible for the cost of returning the package to us.
  • We will issue a credit to your credit card upon receipt of the returned merchandise at our warehouse. 

    • You may file a refund claim when: 

  • You are not completely satisfied with our product or will not use it.
  • The product arrived damaged. If this is the case, send us an image of the damaged product when you send your claim by email. We'll file a claim with our carrier and can either issue a credit or if you prefer we can re-ship a new product to you using Ground Service.
  • You did not receive a product. Please let us know if you want the product to be re-shipped (using Ground Service only) or you may have your account credited for shortages.
  • Merchandise arrived late. Even though we ship all orders within 24 hours and are not responsible for carriers' late deliveries, we will issue you a credit for the merchandise price that you wish to return for this reason. 

    • You may NOT file a refund claim when: 

  • You order a custom made pinata. We make our best efforts to create our pinatas as close in likeness as possible to the image or object you provide us to work with. However, all custom made pinatas are left up to the interpretation of our pinata makers.
  • You get a pinata with slight differences to the one shown on the site. All pinatas are individually hand made by artisans in Mexico, and, therefore, there are slight variations from one pinata to another. 

    • If you have any questions regarding your online order, please call us toll free at 1-888-315-2524. We'll do our best to help make your child's birthday party a truly special event.

    Click here to view shipping policies, freight charges and delivery times.