Shipping

Processing Time

• Most orders ship within 7 business days. Personalized and made-to-order items are created just for you and may require the full processing window before shipping.

• Please note that processing time is separate from shipping time. Once your order leaves our studio, delivery time is determined by the shipping carrier.

• During high-volume seasons, including holidays, processing times may be extended. If this happens, we'll communicate any significant delays on our website.

Shipping Methods

• We currently ship orders through UPS and USPS.

• Shipping rates are calculated directly by the carrier based on the size, weight, and destination of your order. Available shipping options and rates will be displayed during checkout.

• Once your order ships, you'll receive a confirmation email with tracking information so you can follow its journey.

Incorrect Shipping Address

• Please double-check your shipping address before placing your order. Pep & Party is not responsible for orders shipped to an incorrect address provided at checkout.

• If a package is returned to us due to an incorrect or incomplete address, additional shipping charges may apply to resend the order.

Carrier Delays

• Once your package has been handed off to the carrier, delivery is outside of our control. While we do our best to ship orders promptly, Pep & Party is not responsible for shipping delays caused by UPS, USPS, weather, or other unforeseen circumstances.

Damaged Orders

• If your order arrives damaged, please contact us within 5 business days of delivery.

• To help us resolve the issue as quickly as possible, please include:

  • Your order number

  • Photos of the damaged item(s)

  • Photos of the packaging

  • Photos of the shipping label

We'll review your claim and work with you to make it right! 

Returns & Exchanges

• All Pep & Party products are final sale.

• Because many of our items are personalized, made to order, seasonal, or produced in limited quantities, we do not accept returns, exchanges, or offer refunds for change of mind.

• If your order arrives damaged or you receive an incorrect item, please contact us within 5 business days of delivery so we can review the issue and determine the best resolution. Requests submitted after 5 business days from the delivery date are not eligible for review, replacement or refund.

Order Changes & Cancellations

• We begin processing orders quickly so we can get your celebration started as soon as possible.

• Order changes or cancellations may be requested within 1 hour of placing your order. After that time, we cannot guarantee changes or cancellations, as production may have already begun.

• If you need assistance, please contact us as soon as possible, and we'll do our best to help.

Personalization Policy

• Many of our products are customized specifically for you, making each order one of a kind.

• Please carefully review all personalization details before completing your purchase, including names, dates, spelling, colors, and any other custom information.

• Pep & Party will personalize your order exactly as the information is submitted at checkout. We are not responsible for errors resulting from incorrect information provided by the customer.

• Because personalized items are created specifically for you:

  • Personalized products cannot be returned or exchanged.

  • We cannot remake or refund orders due to customer-submitted spelling errors, incorrect dates, or other personalization mistakes.

  • Requests to update personalization can only be accommodated if received within 1 hour of placing your order and before production begins.

• If you notice an error immediately after placing your order, please contact us as soon as possible. We'll always do our best to catch and correct it before production starts, but we cannot guarantee changes once work has begun.

Digital Product

This product is a digital download only. No physical product will be shipped as part of your purchase.

Please read the product description carefully before placing your order to ensure you're purchasing the digital version.

Accessing Your Files

After your purchase is complete, your digital download will be delivered electronically. Instructions for accessing your files will be provided on the order confirmation page and/or sent to the email address used at checkout.

Please download and save your files promptly for future use.

Refunds

Because digital products are delivered immediately and cannot be returned, all digital download purchases are final sale.

We do not offer refunds, exchanges, credits, or cancellations for digital products under any circumstances, including accidental purchases or misunderstanding that the product is digital.

Personal Use

Unless otherwise stated, all digital products are licensed for personal, non-commercial use only.

You may not:

• Share, copy, or distribute the files

• Resell or sublicense the files

• Use the files to create products for resale

• Modify and sell the files in any format

All digital products remain the intellectual property of Pep & Party and are protected by copyright law.

Download Issues

If you experience difficulty accessing or downloading your files, please contact us at hello@pepandpartyco.com. We're happy to help ensure you receive the files you purchased, but we cannot issue refunds for digital downloads.

Preorder Policy

From time to time, Pep & Party offers select products as preorders. Purchasing a preorder item reserves your product before it becomes available for shipment.

Please note:

• The estimated ship date for preorder items will be listed on the product page.

• Ship dates are estimates and may change due to manufacturing, production, or shipping delays.

• If your order contains both preorder and in-stock items, your entire order may ship together once the preorder item is available unless otherwise noted on the product page.

• Payment is collected at the time your preorder is placed.

• All preorder items are final sale and cannot be canceled, returned, or exchanged after the 1-hour order modification window.

We appreciate your patience and can't wait to get your order into your hands!

Order Issues

We want you to love your Pep & Party order! If something doesn't look right, please let us know as soon as possible so we can help.

Missing or Incorrect Items

• If your order is missing an item or you received the wrong product, please contact us within 5 business days of delivery.

• To help us resolve the issue quickly, please include:

  • Your order number

  • A description of the issue

  • Photos of everything you received, including the packaging and shipping label (if applicable)

• We'll review your order and work to make it right as quickly as possible.

Orders Marked as Delivered

• If your tracking information shows your package as delivered but you can't locate it, we recommend taking the following steps before contacting us:

  • Check around your property and any secure delivery locations.

  • Ask family members, roommates, or neighbors if they accepted the package.

  • Contact the shipping carrier (UPS or USPS) to inquire about the delivery.

• Occasionally, carriers mark packages as delivered a day or two before they actually arrive.

• If you're still unable to locate your package after completing these steps, please reach out to us. While Pep & Party is not responsible for lost or stolen packages after they have been marked as delivered by the carrier, we'll do our best to help you determine the next steps.

Damaged Orders

• If your order arrives damaged, please notify us within 5 business days of delivery.

• Please include:

  • Your order number

  • Photos of the damaged item(s)

  • Photos of the packaging

  • Photos of the shipping label

• This information helps us evaluate the issue and file a claim with the shipping carrier if necessary.

Still needing help? 

We’ve got you! Please contact us at hello@pepandpartyco.com, and we'll get back to you as soon as possible.