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Frequently Asked Questions

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  • Can I make changes to or cancel my order?

    In order to keep costs to a minimum and pass along those savings to you with our low prices, our system is set up to automatically process your order as soon as it is placed. Therefore, we cannot make any changes or cancel your order after it has been submitted. Please verify all the information on the checkout page including your personalization, quantities, ship-to address, and special promotions prior to submitting your order. We apologize for any inconvenience and hope you understand our goal is to keep our costs low and processing times fast.

    Can I rush production?

    Unfortunately, we are not able to rush production times or ship dates. If you need your items in a hurry, you can upgrade your order to 2-day express or next day delivery. This will shorten the amount of time the package is in transit after it leaves our facility and will arrive to you quicker.

    Will I have to pay tax on my order?

    We will only add tax to your order if your order is shipped to Indiana, New Jersey or South Dakota. The tax will automatically be added to your order total during the checkout process. If your order is shipped to any other state, no tax will be charged.

    If your organization is exempt from your state's sales tax, please fax a properly completed sales tax exemption to 260-723-4431. Once received, we will remove sales tax from your order and/or mark your account as tax exempt.

    If you are not tax exempt in one of the 44 states that collects sales tax (Alaska, Delaware, Hawaii, Montana, New Hampshire, and Oregon do not have consumer-level sales taxes) you may be required by the state department of revenue to file and pay a use tax. For more information, please contact your state and/or local government.

    Do you accept international payments through PayPal?

    We accept PayPal payments from the US. We do not accept payments from other countries.

    Can I mail my order with a check?

    Yes, please download the order form and mail us your completed form with a check.
  • What are your shipping costs?

    We offer multiple shipping options. Please visit our Shipping Information page for details.

    When will I receive my order?

    Most orders with standard ground shipping will arrive approximately 5-7 business days after placing your order. We also offer expedited shipping for faster delivery. Personalized products require varying production times, so please add the number of production days listed in the product description to your shipping time.

    Do you ship internationally?

    Yes, we offer international shipping options. For information and costs for international shipping, please refer to our Shipping Information page.

    What is a Shipping Surcharge?

    Because some large items are shipped in over-sized packaging, these items have a shipping surcharge. The surcharge is in addition to the regular shipping and handling charges and the cost will be applied at checkout. The price will appear individually by each item and is included in the total for "Shipping and Handling". Surcharges vary by item.
  • How much time does it take for personalized items to arrive?

    Custom production times vary depending on the product, with most products shipping in 24 hours! Please consult the item description for more detailed information. If you use standard ground shipping, add an additional 2-5 business days to the production time for an approximate delivery date.

    What are your photo requirements?

    ​Your photo should be greater than 1 MB in size.

    We accept the following file types: JPG, PNG, GIF. We recommend using a JPG format.

    When using a scanner for your photo, a resolution of 300 DPI or higher is preferred.

    Close-ups and high quality images with bright colors will produce the best results.

    We cannot reproduce copyrighted, registered, trademarked, or professional photos and images (unless a copyright release is submitted with a photographer, studio or artist's signature).

    We reserve the right to refuse any objectionable material. We will not reproduce materials that are deemed to be offensive or obscene.

    What does 'Made to Order' mean?

    That's an item we create especially for you. When you place an order, please allow for the stated production time. Unfortunately, we are not able to rush our production times or ship dates. Even if you choose not to personalize the item, production times remain the same.

    Can I order an item that is 'Out of Stock'?

    No, we can not place orders for items that are not in stock.

    Do you price match?

    We offer the lowest prices guaranteed! If you find a lower price (excluding shipping & handling and delivery surcharges) anywhere else on an identical item, just show us the lower price when you buy the item at SpiritLine and we will beat that price by 10%! The item must be in stock and available for purchase at that price from an authorized U.S. reseller, whose authorization we reserve the right to verify. SpiritLine does not match items sold on auction sites or at local or special events (e.g., grand opening, anniversary, clearance or liquidation sales). Typographical errors or competitors prices that result from a price match do not qualify. Excludes apparel and sport bags. Can not be combined with other offers and is not valid on previous orders.

    How long will helium last in balloons?

    Because filling, tying, and usage of balloons is beyond our control, no performance or longevity guarantee can be made. Actual float times can vary depending on temperature and climate conditions as well.

    HERE ARE SOME GOOD GUIDELINES:

    A helium filled latex balloon will float approx. one hour for every inch of balloon. 9" balloon = 9 hours.

    A helium filled latex balloon with Hi-Float will float up to 3-5x longer as figured by the balloon size.

    A helium filled latex balloon with Ultra Hi-Float will float up to 1 week.

    A helium filled average size Mylar balloon will float approximately 3-5 days. Mylar balloons are also easily re-inflated. Hi-Float and Ultra Hi-Float are not intended for use with Mylar balloons.

    If I see a $0 price on your site, does that mean the product is free?

    At SpiritLine, we strive to offer the most current technology, the most popular products, and the best pricing. Doing this requires frequent changes and upgrades to our website. During these changes we sometimes experiences technical difficulties with our products and/or pricing. Please be patient with these changes and e-mail or call our customer service department (csr@spiritline.com or 1-800-527-4499) with any pricing or product problems that you may find including products offered for $0. Even though you may see the product at this incorrect price, we are not able to sell any of our products for $0.

    How can I make my Tiara look new again?

    Here are a few simple steps to restore the beauty and shine to your tiara:

    Get a plastic container large enough to submerge the item.
    Place aluminum foil on the bottom of the container.
    Fill with warm water.
    Add ½ of a small box of baking soda.
    Let the tarnished item soak for about ½ hour.
    Remove and rinse thoroughly.
    Dry completely.

    Will my chocolate products melt during shipping?

    We want your chocolate to arrive in the best condition. We only ship our chocolate on Monday, Tuesday or Wednesday.

    Please provide a ship-to address where someone will be able to care for your chocolate immediately upon arrival. If you will not be home, possibly your workplace, a friend or neighbor.

    When necessary, we will use insulated cooler packaging at no additional cost to you.

    Will my balloons arrive inflated?

    When you order either latex or Mylar balloons, you will not receive them inflated. As much as we would like to send you the balloons already filled with air, doing so would only result in flat or popped balloons at your doorstep.
  • What is your return policy?

    To ensure proper credit, fill out the return form and enclose it with the items you are returning. All merchandise must be returned within 45 days of receipt. Only unused items with unbroken seals and packaging may be returned. We will credit your original method of payment, excluding delivery charges. For returns originating outside of the U.S., please mark on the box "U.S."

    Products that cannot be returned include:
    • Personalized products that have been custom printed and/or cut.
    • Worn apparel such as hats, tiaras and costumes are prohibited by health regulations.
    • Food items are prohibited by health regulations.

    Should I return glassware that arrived broken?

    At SpiritLine we offer a variety of quality glassware styles at various price ranges. (We carefully handle and pack each glass to prevent possible breakage.) Sometimes breakage occurs due to the fragile nature of the product and freight handling. We include extra glass(es), free of charge, in each shipment to cover potential breakage.

    Please do not ship broken glassware back to our warehouse. Contact customer service if you do not receive the original number of glasses ordered due to breakage. We will replace the broken pieces or apply a credit for the broken glassware. E-mail us at csr@spiritline.com with specific details regarding broken glassware.

    How long will it take to receive my PayPal refund?

    PayPal refunds typically take 5-7 days from receipt of returned merchandise to process.
  • Will you donate to my non-profit event?

    We're sure you're planning a wonderful event. We would love to help, but we receive hundreds of donation requests every week and, unfortunately, cannot help everyone. We strive to keep our prices as low as possible so everyone can enjoy our products. Please take advantage of one of our current promotional offers shown at the bottom of our website for an additional savings. We do hope that your event is a huge success!

    Is your website secure?

    SpiritLine is very concerned about site security on the Internet today. That is why we have made sure that we have followed and surpassed all industry standards necessary for a secure site. These include encrypting all data that you give us, processing your credit card information in a safe and responsible manner, and not sharing any information that has been given to us by you, our customers. We want you to feel confident when ordering from SpiritLine, and we are doing everything we can to continue to operate a secure site. If you have any other questions concerning site security, please feel free to e-mail us at csr@spiritline.com.

    What is your address?

    Our mailing address is:

    SpiritLine
    PO Box 387 
    South Whitley, IN 46787 
    Phone: 1-800-527-4499
    Fax: 260-723-6976

    Do you have a retail store location?

    Unfortunately we do not have any retail store locations. All orders are placed via the website, phone, mail or fax.

    How do I get a catalog?

    Find the best spirit supplies for team players and fans in a free SpiritLine catalog! Simply call 1-800-527-4499 or email csr@spiritline.com to request your free catalog.

    Where can I obtain a copy of your W-9 Form?

    Download and print a copy of our W-9 Form.