Johnnie Brock’s Party Warehouse
1900 South Jefferson Avenue
St. Louis, MO 63104
Customer Service & FAQ’s
Johnnie Brock’s Dungeon is dedicated to providing the best possible service to our customers and we do our best to answer all questions within less than 24 hours. If your question is not answered in the below topics, please fill out the form at the bottom of this page and we will get in touch as soon as possible to assist you with your questions.
A: Our first priority is to ensure that your items are shipped in a timely manner. For this reason, we are unable to modify or cancel your order once it has been submitted. If you still do not want your item when you receive it simply refuse the package /return to sender. Once our warehouse receives the return the method of payment used to place the order will be credited. Please be aware, shipping charges are non-refundable.
A: Even though your order wasn’t placed, you may see a hold (pending charge) on your credit/ debit account. Your bank may hold the funds as unavailable until the authorization expires. This hold will typically be released in 48-72 business hours (Monday-Friday excluding holidays).
Q: What is my order status?
A: You can enter your order number and zip code on our order status page, or my account page. There you’ll be able to check the order status, view your shipping information, and track your order.
Q: My tracking information shows my order has been delivered but I have not received my package.
A: First check around the delivery location. The carrier sometimes leave packages in a safe place like the front door, back door, side porch, in or around your garage, or behind bushes. Also, check with your household members, neighbors, building managers, mail room, front desk, or leasing office to see if the package was accepted on your behalf. If it is a smaller package or soft package it may be left in the mailbox. Should you live in a community style neighbor please check your parcel locker. If you chose economy shipping, please contact your local post office and ask to check their notice left shelf for your package. Some designations may have to pick-up the order at their local post office.
A: Our valid coupon codes are usually found on our specials page, in our promotional emails (sign-up form is at the bottom of our webpage) and on our Facebook fan page. Any discount codes found on third party coupon sites are most likely invalid. Please keep in mind that you can only use one coupon per order. Should you try applying multiple discounts the system will lock and you will not be able to apply the desired code. For details on how to use a valid discount click here.
Q: How do I apply my coupon code to my order?
A: A coupon can only be applied during Checkout after entering the billing and shipping information and selecting a payment method. At the bottom there will be a field to enter a special promo code. You will be provided with a blank area to key in your discount code. Key in the discount code and hit “Apply”. If the coupon code is valid, the code will be applied and will reflect in your subtotal.
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.
A: Depending upon when we receive the return, it generally takes about 5-7 business days, Monday-Friday excluding holidays, for the warehouse to process the refund back to the method of payment used to place the order. During the Halloween season, this process may take up to 4 weeks.
Q: Why is the shipping cost so expensive?
A: Our shipping costs are determined by the carrier based on the dimensional shipping weight of the package used to ship the order. Some items may even include an additional shipping fee because they are considered an over-sized product. Additional shipping fees are excluded from shipping promotions. Please keep in mind that Canada orders will have additional handling fees applied to the order and additional duties and taxes fees may need to be paid upon delivery of package.
A: There is a size chart link provided in the ‘Add to Cart’ box on the product description page. The link is located under the drop down menu for ‘Select Size’. Click on the link and the size chart for the product will pop up in a separate window. Please keep in mind that the chart provided is the general size chart from the manufacturer so not all the sizes listed are available for purchase. To know what sizes are available use the ‘Select Size’ drop down menu. If in doubt, it’s usually best to order the larger size. Please note that bodysuit costumes such as many superhero costumes are meant to be tight fitting.
Q: What if I have a specific question about a product?
A: Our products contain detailed descriptions on their product detail page. Sometimes you may need to click on the ‘More Info’ link to view the entire product description. Here are some tools that you can use to help answer your questions:
- Item Number: The item number identifies the specific product you are currently viewing. You can use the number when you want to go back and search for the specific product.
- More Info: This will allow you access to the additional product information.
- ‘What’s Included’ link: This is located under the Star Review. It provides information on what is and is not included with the product.
- Size Chart: A size chart link is provided in the ‘Add to Cart’ box for those with sizing questions.
- Q and A Box: We also have a ‘Q and A’ box located with our Product reviews where your question may have already been asked and answered.