Free shipping on all orders over $75

FAQs

GENERAL CONTACT INFORMATION

Do you have Spanish-speaking Customer Service assistance?

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

Ofrecen asistencia de Servicios al Cliente en español?

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

Where are you located?

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

What is your fax number?

763-502-0534 (Customer Service) or 763-574-1060 (Headquarters).

I would like a DecoPac Representative to contact me. How can I do that?

Please fill out our Contact Form and a DecoPac Representative in your area will contact you. Or, call 1-800-DECOPAC (1-800-332-6722) and a Customer Service Representative will assist you.

BECOME A CUSTOMER

How do I set up a DecoPac.com account?

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.

Do I need to be a business or bakery to become a DecoPac customer? Can I just order for my personal cake decorating use?

In order to become a DecoPac customer, you must provide your business Federal Tax Identification number.

ORDERING PRODUCT

What licensed properties do you carry?

Please view our Licensed Characters page.

Why can't I order the product I want?

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.

Do you sell product outside of the United States?

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 Canadian Distributors.

What if I want to return a product?

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.

Why did I not receive a TMOC (The Magic of Cakes®) in-store catalog page with my order?

In-store catalog TMOC pages are sent when the product is ordered for the first time. If you need a new page, let us know via email Contact Us or call 1-800-DECOPAC (1-800-332-6722) and we will add it to your next order for free.

How can I apply for credit terms?

Please contact our Accounts Receivable department at 1-800-DECOPAC (1-800-332-6722) to discuss the needed requirements for credit terms.

SHIPPING

How much does shipping cost?

FedEx® Ground Service shipping is FREE to addresses in the continental U.S. for orders totaling $75 or more. Standard shipping for orders less than $75 is $7. Please visit our Shipping page for more information .

Can I have my order delivered to a P.O. Box?

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

How long will it take to receive my order?

We strive to ship all new orders via FedEx® Ground service within 24 hours of receipt of the order. Most shipments arrive within 4-5 working days of being shipped. Expedited and Next-Day shipping services are available for additional fees. 

What if I did not receive my order?

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®.

What if I did not get what I ordered or the product was damaged?

Please fill out the Contact Us form with your question or problem, or call 1-800 DECOPAC (1-800-332-6722) and we will work with you to resolve the issue.

OTHER QUESTIONS

I forgot my password;  how can I log in?

Please fill out the Forgot my Password form and we can provide you with a temporary password, which you can then change as desired. Or, call 1-800-DECOPAC (1-800-332-6722) and a Customer Service Representative will be glad to assist you.

May I use your cake images on my business website?

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.

During which holidays are you closed?

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

Can I order PhotoCake® PINs online?

Yes, PhotoCake® PINs are now available on DecoPac.com. Simply select the image(s) and quantities that you would like to purchase and submit your order. The PIN(s) will be generated and displayed following the check out process.