FAQs

Yes. Please call 1-800-898-3063 to speak with a bilingual Customer Service Representative.

Sí. Por favor llame al 1-800-898-3063 para hablar con un Representante de Servicios al Cliente bilingüe.

DecoPac, Inc., 3500 Thurston Avenue, Anoka, MN 55303.

Call 1-800-DECOPAC (1-800-332-6722) and a Customer Service Representative will assist you.

New customers to DecoPac means you have never placed an order with us and we do not have a customer number for you in our system. You can create an account and begin ordering, but your order may be delayed while we verify your eligibility. Existing DecoPac customers can use your customer number to immediately create and use a DecoPac.com account. Your customer number lets us know you are eligible to order from DecoPac, so your order processes faster. It also ensures you will see the correct prices for your bakery or store. Begin the process of setting up your DecoPac.com account.

Please view our Licensed Characters page.

Product may not yet be available. If you applied for credit terms, we may still be processing your request. Some customers require an authorized list. It is possible, if this applies to you, that the product you are attempting to order is not authorized for your store or bakery.

We do distribute our non-licensed products to international markets. Initial orders for international shipments must be at least $5,000 USD, plus freight. Payment is due prior to shipment. While we cannot sell outside of the U.S. via our website, International orders may be placed by calling 1-800-DECOPAC (1-800-332-6722). All supplies, wedding and non-licensed cake decorations are available for sale anywhere in the world. Licensed decorations are available in the United States, Canada and U.S. territories and possessions (including Puerto Rico). Our sister company in the United Kingdom, Culpitt, does carry several licensed properties available for sale outside of the United States. Visit www.culpitt.com for more information. You can also check out a list of our Distributors.

Please follow these steps:

1. Call DecoPac Customer Service (1-800-DECOPAC/1-800-332-6722) for a Return Authorization Number. Note this number on your return.
2. Specify "replacement" or "credit" with the returned merchandise, and ship to:

DecoPac, Inc.
Attn: RETURNS
3500 Thurston Avenue
Anoka, Minnesota 55303

Please note the following parameters for returning product: To ensure food safety, edible products may NOT be returned, except in the case of a quality defect. To ensure food safety, only unopened complete boxes of non-edible products may be returned. Such products returned within 90 days of shipment will receive full credit; products returned after 90 days will be subject to a 25% restocking fee.

DecoPac will NOT accept returns of seasonal or holiday items, or PhotoCake® hardware.
DecoPac will NOT accept returns of products not featured in our current catalog.

In-store catalog TMOC pages are sent when the product is ordered for the first time. If you need a new page, it can found by searching the website and ordered free of charge. You can also call 1-800-DECOPAC (1-800-332-6722) and we will add it to your next order for free.

Please visit our Shipping page for this information.

Sorry, we cannot deliver to P.O. Boxes. You must provide the actual street address of your business.

Please visit our Shipping page for this information.

At the time that you complete your order transaction on our website, you will receive a tracking number and the ability to track your order online. If you have difficulty or additional questions, please call 1-800-DECOPAC (1-800-332-6722) and we will track the location/status of the order with FedEx^®.

Please call 1-800 DECOPAC (1-800-332-6722) and we will work with you to resolve the issue.

Click on the “I forgot my password” link at the bottom of the login page or go directly to the Password Reset page and follow the instructions to reset your password.

You may use our product images, with a few guidelines to note. Please refer to our Advertising Guidelines for complete information on using both our licensed and non-licensed product images in your own advertising.

Please refer to our Holiday Hours page for customer service hours and shipping information.

PhotoCake^® PINs are available on DecoPac.com. Simply select the image(s) and quantities that you would like to purchase and submit your order. The PINs will be generated and displayed following the check out process. You can also order PINs by calling 1-800-DecoPac (1-800-332-6722) and using the automated phone line. Additional information can be found on the PhotoCake FAQ page.