Help Center
Most questions about orders, delivery and returns are answered below. If yours isn’t, email sales@inxens.com and we’ll reply within 1 business day.
Orders and payment
You can pay by card, Apple Pay, Google Pay or PayPal, and you can cancel free of charge until your order ships. Our terms of service cover pricing, payment and order acceptance.
Shipping and delivery
We ship to street addresses in the 50 US states from Amazon fulfillment centers in the US, with Standard and Expedited options. Costs, processing time and transit estimates are in our shipping policy.
Tracking an order
We email tracking details when your order ships. You can also check the status any time with our order tracker.
Returns, refunds and cancellations
Damaged, defective or wrong items are replaced or refunded at no cost to you. Changed your mind? Unused items are refunded within 30 days of delivery, and you keep them. Nothing ever needs to be shipped back. The full return and refund policy has the details.
Product questions
Every product page lists sizes and what is in the box. For help choosing, our party hat sizes guide compares standard and mini hats, the guide to inflating foil balloons without helium covers air-filling, and the wizard staff guide explains prop lengths.
Privacy and accessibility
See how we handle your data in our privacy policy, and how to report a barrier in our accessibility statement.
Still need help?
Contact us with your order number and a short description of the issue, plus a photo if something arrived damaged or wrong.
Frequently asked questions
How do I place an order?
Add items to your cart, go to checkout, enter your shipping address and choose a shipping speed, then pay by card, Apple Pay, Google Pay or PayPal. We email you an order confirmation right after you order.
I didn't get an order confirmation email. What should I do?
Check your spam, junk or promotions folder first. If it isn't there, email sales@inxens.com with the name and shipping address you used, and we'll confirm your order and resend the details.
Can I change or cancel my order?
You can cancel free of charge until your order ships, and we can try to fix a shipping address before then. Email us as soon as possible with your order number, because orders move to the fulfillment center quickly.
Are these the same products you sell on Amazon?
Yes. Our house brands Vesil, Beurio, Azude, Olen, Inxens, Boieo, Regpre and DelightBox are also sold on Amazon, and orders from our site ship from Amazon fulfillment centers in the US. Orders placed on our site are supported by us, not by Amazon.
Where do you ship?
We ship to street addresses in the 50 US states. We can't ship to PO boxes, APO/FPO/DPO addresses, US territories or outside the United States at this time.
How much does shipping cost?
Standard Shipping is $4.99, and it is free on orders of $20.00 or more. Expedited is $9.99. Your exact shipping cost is shown at checkout before you pay.
How long does delivery take?
Orders placed before 8 a.m. Pacific Time on a business day usually leave the fulfillment center within 1 business day. Transit time then depends on the speed you choose; our shipping policy lists the estimate for each one.
Why did my order arrive in an Amazon box?
Our orders are packed and shipped from Amazon fulfillment centers through Amazon Multi-Channel Fulfillment, so packages may come in a plain box or an Amazon box. Either way, it is your INXENS order.
Will my order arrive in one package?
Not always. If you order several items, they may ship in separate packages, each with its own tracking. Check your tracking emails before assuming something is missing.
How do I track my order?
We email you the tracking details when your order ships. You can also check the status at any time on our order tracking page.
My tracking hasn't updated. Is something wrong?
A new tracking number can take a little while to show its first scan, and packages sometimes go a day or two between scans. If nothing has changed for several business days, email us with your order number and we'll check with the carrier.
Tracking says delivered, but I can't find my package.
Look around your door, porch, mailroom or parcel locker and ask neighbors or your building office. If it still hasn't turned up, email us with your order number and we'll look into it with the carrier.
What is your return policy?
You can return items within 30 days of delivery. Damaged, defective or wrong items are replaced or refunded at no cost to you. If you changed your mind about an unused item, email us and we refund the item price; you keep the item and don't need to send anything back.
My item arrived damaged or I received the wrong item. What now?
Email us with your order number and a photo of the problem. We'll replace the item or refund it at no cost to you, usually without needing it back.
Can I get a refund for something I've already used, inflated or assembled?
Not for change of mind. Costume props and party items that have been used, inflated or assembled are refunded only if they are damaged, defective or wrong.
When will I get my refund?
We refund your original payment method within 5 business days after we confirm your request by email. For change-of-mind refunds, the original shipping fee isn't refunded.
Which payment methods do you accept?
Credit and debit cards, Apple Pay and Google Pay, which are processed by Stripe, and PayPal.
Is my payment information safe?
Payments are handled by Stripe and PayPal, so you enter your payment details with them, and we never see or store your full card number.
Do you charge sales tax?
Sales tax is calculated at checkout where we are required to collect it, so you see the total before you pay.
Do your party hats come assembled?
Most of our paper party hats arrive flat and take a few simple steps to assemble: roll the cone, lock the tab, add a glue dot, attach the pom pom and thread the elastic. One mini set comes pre-shaped with strings attached. Each product page says which kind it is.
Will your party hats fit adults?
Our standard cone hats, about 7.9 to 8.4 in tall, suit kids and quick adult photos. Our mini hats, about 5 in tall, sit like a small topper on adults and are meant for toddlers, kids, stuffed animals, dolls and small pets.
Can I fill your foil balloons with air?
Yes. Our foil balloons have self-sealing valves, so you can fill them with air to hang or place them, or with helium to make them float. Air-filled balloons won't float, and helium and pumps are not included.
Are your scythes and wizard staffs full height?
No. They are handheld props from about 28.5 to 33.2 in long once assembled, not floor-length staffs. They are lightweight plastic, made for posing and photos, and not for leaning on or swinging.
How do I contact you?
Email sales@inxens.com. We reply within 1 business day. Include your order number if your question is about an order.