So Much Fun It's Scary!®
Click on the topic below that best relates to your question
Guest Services: Track My Order
  • Commonly Asked Questions
  • Placing An Order
  • Changing an Order
  • Order Status Questions
  • Order Issue

Q: How do I know my order was placed?

A: You will be redirected to an order confirmation page and an order confirmation email will be sent to the email address submitted with the order. We do ask that you please check your junk folder, as it is possible the email may end up there.

Q: Why can't I place my order?

A: Please check and make sure that the billing information you are entering matches the billing information on file with your bank/credit card company. The billing name provided needs to match the name printed on your card. If there is a middle initial on your card, it will need to be included after your first name in the billing information. This also goes for any Sr, Jr, or I, II, or III that may also be printed on the card.

Should you be using a gift card issued by Visa, MasterCard, AMEX or Discover, you will need to call the 1-800 number on the back of the card and register it under your name or zip code. Once they attach this information to your account you may then use your gift card as if it were a standard credit card. Please note--- the full amount of the purchase cannot exceed the amount of these forms of payment or the order cannot be completed.

Q: Can I cancel my order?

A: Our first priority is to ensure that your items ship in a timely manner. Once an order is placed and all of the billing and shipping information has been verified, the order is immediately transmitted to our warehouse for processing. For this reason we are unable to cancel your order once it has been placed.

Q: Can I change my address?

A: We strive to ship your order as quickly as possible. Once your order is sent to our warehouse, we are unable to change the address.

Q: What is the status of my order?

A: You can check you order status with your email address or order number and billing zip code through the Order Status page. If you have a Spirit Halloween Account you can also check your order status through the My Account page. Here are some terms that will help you understand your order status.

Open- Order has been received

In Process- Order transmitted to warehouse to start the packing and shipping process

Partially Shipped- Some of your items have been shipped. You card has been charged for the product that shipped and the shipping cost.

Shipped- You entire order has been processed and shipped and your card has been charged.

Cancelled- Your order has been canceled and you have not been charged.

Q: When will I receive my order?

A: Orders usually take 1-2 business days, Monday-Friday excluding holidays, to process before being shipped. Once the order has shipped, how quickly you receive it depends on the shipping method selected. Estimated delivery dates are provided at checkout. Please keep in mind they are estimated only----we do not guarantee the delivery date. Please see the chart below to view the shipping timeframes associated with our shipping methods.


SHIPPING TIMES EXPLANATION
Shipping Method Processing Time** Delivery Times Total Delivery Time
Economy 1 Business Day 6-8 Business Days* 7-9 Business Days*
Standard Ground & USPS Priority & Canada Economy    1 Business Day 3-5 Business Days* 4-6 Business Days*
Second Day & Canada Express 1 Business Day 2 Business Days* 3 Business Days*
Overnight 1 Business Day 1 Business Day* 2 Business Days*

Q: Will I be notified when my order is shipped?

A: Once your order has shipped, a tracking confirmation is will be sent to the email address submitted with the order. This email will contain your tracking number which we advise be used to track your package and ensure proper delivery.


Q: I don't have my package but tracking shows delivered.

A: Please check all places around your home that the package may be left upon delivery. Sometimes the order may be left at a side/back door or hidden behind a plant or furniture in front of the house. We also suggest that you check with your neighbors or the others in your household to see if the package was accepted on your behalf. If the order was delivered to an apartment or office building please check with the management office or receptionist.

If the order was placed with Economy shipping the final delivery would have been made by the US Postal Service. Please check your mailbox, parcel locker, or community box for the package. We also suggest reaching out to your local post office and see if the package is being held on the Notice Left Shelf for pick up.

Q: I just received my item, and it's damaged! What do I do?

A: If your item arrives defective or damaged in transit, please contact us so we can resolve the problem. Please have pictures ready to send us of the damaged items and damaged areas. Please be advised, all returns must be made within 30 days of receipt.

Q:I received the wrong item, how do I get what I ordered?

A: Mistakes happen. Sometimes you may receive the incorrect item and we want to know about this so we can fix it! Please contact us. If you choose to email us, please provide us with a picture of what you received so we can get the issue corrected in a quick matter. We want you to receive the item that you ordered. Not something you do not want.

Q: When will my pre-order ship?

A: If you purchased a pre-ordered item, the product will process and ship once it comes in stock. An estimated ship date is provided on the product description page to give you an idea of when the item should be in stock and ready to ship. Please keep in mind that this date is an estimate only and the product can always come in before, on, or after the date provided.

If you have any other items in your order that are in stock and ready to ship, they will be processed immediately. You will only be charged for the pre-ordered item once it has been processed and shipped.

Q: Can I ship to a different address other than my billing?

A: Yes! Simply use the drop down menu in the 'Shipping Information' section and uncheck the box next to 'Use the same address as billing':

Once you uncheck the box you should see this information provided below pop up and all you will need to do is enter in the shipping information:

Q: If I am paying with PayPal, can I select a different shipping address?

A: Of course! You will have two opportunities to change your shipping address when placing the order. The first opportunity will be after you sign into you PayPal account as the first question PayPal ask is if the address provided is the address you want the order shipped to.

If you forgot to change the shipping address before hitting continue it's all cool, you will be redirected to our website where you will be able to review and change your order before hitting ‘Submit’.

Q: How can I place an order?

A: You can place an order online or over the phone. Also, we offer a mobile site, www.spirithalloween.com, so that you can place your order through your smartphone or tablet. Unfortunately we do not accept money orders, purchase orders, or mail orders at this time.

Q: Do you give discounts on bulk orders?

A: Since SPIRIT Halloween is a privately owned retail company we do not offer wholesale pricing at this time. If you are interested in purchasing a product in bulk (and if the quantity is available), we would be happy to offer a bulk discount on the purchase. Bulk discounts are offered on orders of 20 units or more of the same product. The bulk discount cannot be combined with any other coupon codes or promotions being offered by our company.

Q: Do you accept purchase orders(POs)

A: Please reach out to guest services at guestservices@spirithalloween.com with all your question concerning a purchase order.

Q: Can I ship to a different address other than my billing?

A: Yes! Simply use the drop down menu in the 'Shipping Information' section and uncheck the box next to 'Use the same address as billing':

Once you uncheck the box you should see this information provided below pop up and all you will need to do is enter in the shipping information:

Q: If I am paying with PayPal, can I select a different shipping address?

A: Of course! You will have two opportunities to change your shipping address when placing the order. The first opportunity will be after you sign into you PayPal account as the first question PayPal ask is if the address provided is the address you want the order shipped to.

If you forgot to change the shipping address before hitting continue it's all cool, you will be redirected to our website where you will be able to review and change your order before hitting ‘Submit’.

Q: Can I ship to a PO Box?

A: Yes! When shipping to a PO Box please make sure that the PO Box box is checked when filling out your billing and shipping options. This will allow you to select one of the two options available for shipment to a PO Box: USPS or Economy. At this time we cannot offer Standard, Second Day or Overnight as an option because FedEx does not have the ability to ship to a PO Box.

Q: How do I pre-order an item?

A. Some out of stock items are available for Pre-Order and are noted as such on the product detail page, along with their estimated in-stock date. Just add the product you want to pre-order to your cart and check out as usual. We will ship the item to you when the pre-order item becomes available. Your credit card will not be charged until your order actually ships. Please Note:

  • Orders may ship out before the estimated in-stock date if the product becomes available sooner than expected.
  • Expiration Date of the credit card used for the pre-order must be later than the estimated in-stock date of the item.
  • Pre-Order items cannot be added to existing orders.
  • Shipping charges will be based on shipping rates at the time the order is placed.
  • Your credit card will not be charged until the item is shipped. This may be prior to the estimated in-stock date if the product becomes available sooner than expected.
  • The Pre-Order option is only available on selected products on a first come first serve basis.
  • The Estimated In-Stock Date listed on the product detail page is only an approximate date and is not guaranteed. Products may occasionally become available later than the posted date due to unforeseen circumstances.

Q: How do I know my order was placed?

A: You will be redirected to an order confirmation page and an order confirmation email will be sent to the email address submitted with the order. We do ask that you please check your junk folder, as it is possible the email may end up there.

Q: Why can't I place my order?

A: Please check and make sure that the billing information you are entering matches the billing information on file with your bank/credit card company. The billing name provided needs to match the name printed on your card. If there is a middle initial on your card, it will need to be included after your first name in the billing information. This also goes for any Sr, Jr, or I, II, or III that may also be printed on the card.

Should you be using a gift card issued by Visa, MasterCard, AMEX or Discover, you will need to call the 1-800 number on the back of the card and register it under your name or zip code. Once they attach this information to your account you may then use your gift card as if it were a standard credit card. Please note--- the full amount of the purchase cannot exceed the amount of these forms of payment or the order cannot be completed.

Q: Can I cancel my order?

A: Our first priority is to ensure that your items ship in a timely manner. Once an order is placed and all of the billing and shipping information has been verified, the order is immediately transmitted to our warehouse for processing. For this reason we are unable to cancel your order once it has been placed.

Q: Can I change the size or color of an item?

A: We are unable to modify your order after it has been placed.

Q: Can I add or remove items from my order?

A: We are unable to make any changes to your order once it has been placed.

Q: Can I change my address?

A: We strive to ship your order as quickly as possible. Once your order is sent to our warehouse, we are unable to change the address.

Q: Can I change my shipping method?

A: Unfortunately, we cannot change the shipping method once an order is placed.

Q: What is the status of my order?

A: You can check you order status with your email address or order number and billing zip code through the Order Status page. If you have a Spirit Halloween Account you can also check your order status through the My Account page. Here are some terms that will help you understand your order status.

Open- Order has been received

In Process- Order transmitted to warehouse to start the packing and shipping process

Partially Shipped- Some of your items have been shipped. You card has been charged for the product that shipped and the shipping cost.

Shipped- You entire order has been processed and shipped and your card has been charged.

Cancelled- Your order has been canceled and you have not been charged.

Q: When will I receive my order?

A: Orders usually take 1-2 business days, Monday-Friday excluding holidays, to process before being shipped. Once the order has shipped, how quickly you receive it depends on the shipping method selected. Estimated delivery dates are provided at checkout. Please keep in mind they are estimated only----we do not guarantee the delivery date. Please see the chart below to view the shipping timeframes associated with our shipping methods.


Q: Will I be notified when my order is shipped?

A: Once your order has shipped, a tracking confirmation is will be sent to the email address submitted with the order. This email will contain your tracking number which we advise be used to track your package and ensure proper delivery.

Q: I did not get my order/shipment confirmation email.

A: Our order and shipment confirmation emails are automatically generated once the order has been placed or shipped and sent to the email address provided at the time the order was placed. Sometimes the emails may end up in your Junk Folder. You may want to add webmaster@spirithalloween.com to your contacts list to ensure the email is pulled into your Inbox.

Q: When will my pre-order ship?

A: If you purchased a pre-ordered item, the product will process and ship once it comes in stock. An estimated ship date is provided on the product description page to give you an idea of when the item should be in stock and ready to ship. Please keep in mind that this date is an estimate only and the product can always come in before, on, or after the date provided.

If you have any other items in your order that are in stock and ready to ship, they will be processed immediately. You will only be charged for the pre-ordered item once it has been processed and shipped.

Q: When will my backordered item(s) ship?

A: If any of your items are on backorder they will be processed and shipped as they become available. You will only be charged for the product, as the full shipping charge of you order would have been charged when the first part of your purchase was shipped.

Q: I don't have my package but tracking shows delivered.

A: Please check all places around your home that the package may be left upon delivery. Sometimes the order may be left at a side/back door or hidden behind a plant or furniture in front of the house. We also suggest that you check with your neighbors or the others in your household to see if the package was accepted on your behalf. If the order was delivered to an apartment or office building please check with the management office or receptionist.

If the order was placed with Economy shipping the final delivery would have been made by the US Postal Service. Please check your mailbox, parcel locker, or community box for the package. We also suggest reaching out to your local post office and see if the package is being held on the Notice Left Shelf for pick up.

Q: Why are items missing from my order?

A: Not all of the items you order will fit in the same box. In a case like this some items may need to be shipped separately and may be delivered on a different date. The item missing may also currently be out of stock and will be notated as a backorder on your invoice.

Q: I just received my item, and it's damaged! What do I do?

A: If your item arrives defective or damaged in transit, please contact us so we can resolve the problem. Please have pictures ready to send us of the damaged items and damaged areas. Please be advised, all returns must be made within 30 days of receipt.

Q: I received the wrong item, how do I get what I ordered?

A: Mistakes happen. Sometimes you may receive the incorrect item and we want to know about this so we can fix it! Please contact us. If you choose to email us, please provide us with a picture of what you received so we can get the issue corrected in a quick matter. We want you to receive the item that you ordered. Not something you do not want.



Still need help?