Frequently Asked Questions


  • Return Policy

    We want you to be 100% satisfied with your purchase from Wally’s Party Factory. We will happily accept returns for up to 365 days from the date of the purchase. For in-store purchases, you may return merchandise for a refund, exchange, or store credit if you have the receipt. Without a receipt, you may return merchandise for a store credit only. If the return is from our website, please bring your packing slip or receipt.

    Unfortunately, for health and safety reasons, we cannot accept returns of the following products:

    • • Helium tanks
    • • Food or candy
    • • Temporary tattoos, makeup, facial hair, wigs, or teeth
    • • Undergarments and hosiery

    For made-to-order products, all sales are final if we produced the items as you requested and did so on time. If you cancel a custom order after we have begun production, but before we have completed your order, we will retain your deposit to cover our expenses.

    If you used a credit card, we will credit the card you used to make the purchase. For in-store purchases, if you used a gift card, you are only eligible for store credit. There will be a 10 day waiting period to process all returns purchased by check. If a store has insufficient cash on hand to process a refund, our corporate office will issue a check (a process which may take up to five business days). For online purchases, you may either make a return using our online or in-store return policies listed below.

    We will always strive to make you happy. But we reserve the right to limit or refuse any return of merchandise at any time, especially if accepting the return would be unfair to our other customers.

  • How do I return an online purchase on

    We strive to have the best customer service and to provide you with an easy and enjoyable shopping experience. We want to ensure that you are happy with your purchase. If you are not for any reason, we gladly accept returns for a full 365 days. To do so, please follow these instructions.

    • • Log into your account and go to your “My Account” page.
    • • Click on “My Orders” located in the left-hand navigation tower.
    • • Click on the “View Order” link on the order you wish to return. It is located on the right-hand side of the order listing. Your order should appear with the order number at the top marked “Complete”.
    • • Click on the “Return” text link located in the upper right-hand corner. You should see a page appear titled “New Return for Order [your order number]”.
    • • Using the form, please fill out which items you’d like to return, how you’d like us to process the return, the item condition, and the reason for the return.
    • • After you’ve entered all pertinent information, click “Submit”. You will be routed to your “My Returns” page and should see a blue notification bar at the top of the page confirming your submission was successful.

    Our customer service department will review your RMA request. Upon approval, you will receive email notification that your RMA has been authorized. Using your preferred shipping method, please return the items to one of the following addresses:

    US Postal Service:
    • Erwin Distributing c/o Wally’s Party Factory
    • PO Box 1419
    • Ennis, Texas 75120

    All Other carriers:
    • Wally’s Party Factory
    • 2407 N. Preston
    • Ennis, Texas 75119

    As soon as we receive your return, we will process your refund in the manner you requested and will send a confirmation email. If you have any questions, please don’t hesitate to contact us at or 1-855-eWallys (1-855-392-5597), and we’ll gladly help you through the process.

    Please read through our return policy above to ensure your item is eligible for a return.

  • How do I return an online purchase to our retail store?

    You may also return your online purchase to any of our Wally’s Party Factory or Card & Party Factory store locations. You will need to take your original packing slip and the product you wish to return with you. To find a store location near you, visit our Store Locator.

  • What are your shipping & delivery policies?

    Orders placed by 3:00 pm Central Time, Monday – Friday, will ship the same day.
    Ground - Typically arrived within 2-6 business days
    3 Day Select - Arrives 3 business days after the day it ships out.
    2nd Day Air - Arrives 2 business days after the day it ships out.
    Next Day Air - Arrives on the next business day after the day it ships out
    Please note that all shipping times are based on business days without Saturday delivery. Orders submitted on Friday after the shipping cutoff, Saturday, Sunday, or on holidays will ship the next business day.

    We are unable to ship to PO Box address's

  • My order arrived damaged.

    We strive to properly pack every order, though sometimes accidents happen. If you receive a damaged box or item, please take a picture and send it to customer service at

    We will be happy to replace the broken item(s), as long as they are in stock. please contact customer service at or 1-855-eWallys (1-855-392-5597) to arrange for the replacement. If you would like to return the item, please follow our standard return procedures.

  • Do you take special orders for large quantities?

    We welcome large orders! Please contact customer service at or 1-855-eWallys (1-855-392-5597), and one of our customer service representatives will personally help you with your order.

    Please note that large orders may take extra time to arrive at our warehouse.

  • What if we are tax exempt?

    If your organization is exempt from your state’s sales tax, please fax a properly completed sales tax exemption form to 972-875-6977 prior to placing your order. Once received, we will designate your account as tax exempt, and notify you to continue your order. Note: purchases made using the tax exempt account must be used in accordance with the law. Please contact the state for any questions.

  • Customer Service Contact!

    You can easily reach us via email at:
    or via phone at toll free: 1-855-eWallys (855-392-5597).

    Customer service representatives are available Monday – Friday, 9:00 am - 4:00 pm CST.

    We are closed New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.

    Wally loves fan mail! Our address is:

    • Wally’s Party Factory
    • c/o Web Customer Service
    • P.O. Box 1419
    • Ennis, TX 75120

© 2018 Erwin Distributing Co, Inc. All Rights Reserved.