1. General Questions
1. What products do you sell?
We offer a wide variety of party supplies, Fiesta merchandise, cultural items, artisan goods, and seasonal products. Many of our products are handmade by skilled artisans, making each piece unique.
2. Where are you located, and do you have a physical store?
Yes! Our store is located at Fiesta At North Star®, 102 W. Rector, San Antonio, TX 78216. We also operate our website for convenient online shopping.
3. Do you offer both retail and wholesale pricing?
Yes. We offer retail pricing for individual customers and wholesale pricing for approved businesses with a valid resale license or Tax ID.
4. How do I contact customer service?
You can reach us by phone at (210) 738-1189 or toll-free at 1-888-235-9360, or by email at [Insert Email Address].
5. What are your store hours?
Our physical store is open during standard business hours. Please call ahead or visit our website for current operating hours, especially during Fiesta season.
6. Do you offer gift cards or store credit?
We currently offer store credit for approved returns or exchanges but do not offer gift cards at this time.
7. Where is the Día de los Muertos Museum located?
Our Dia de los Muertos Museum is situated in the east wing of the second floor at our Fiesta at North Star location. Simply enter throught the main door and ask a representative for assitance in obtaining a ticket to access the museum.
The Meuseum can be accessed via stairs or elevator (available upon request). Please note that tickets must be purchased at the any first-floor register before entering. The museum operates during the same hours as the Fiesta at North Star showroorms.
8. Where is the Dulce Tradicion restaurant located?
You will find Dulce Tradicion, our in-house restaurant and food lab, on the first floor west wing of our Fiesta At North Star location. After entering through the main doors, head to the far righ tand continue to the back of the store.
The restaurant's operating hours close earlier than those of the Fiesta At North Star showrooms. Please visit our CONTACT US page for more information.
2. Ordering & Payment
1. How do I place an order online?
Browse our website, add items to your cart, and proceed to checkout. Follow the prompts to enter your payment, shipping, and contact information.
2. What payment methods do you accept?
We accept all major credit and debit cards. All payments must be made in U.S. dollars.
3. Can I place an order by phone?
Yes. You can place an order by calling (210) 738-1189 or 1-888-235-9360 during business hours.
4. Can I modify or cancel my order after placing it?
Orders can only be modified or canceled before shipment. Please contact us immediately if you need to make changes. Once shipped, orders cannot be canceled.
5. Is there an order minimum for retail purchases?
No. Retail customers are not required to meet a minimum order amount.
6. Do you charge sales tax?
We collect sales tax for orders shipped within Texas unless a valid resale certificate is on file. For orders shipped outside Texas, customers are responsible for reporting applicable taxes in their state.
3. Wholesale Accounts
1. How do I qualify for a wholesale account?
You must have a valid state resale certificate (Tax ID) and proof of business operations, such as a website or business card.
2. Do I need a resale certificate or Tax ID to purchase wholesale?
Yes. A resale certificate is required to verify your business status and tax exemption.
3. How long does it take to approve my wholesale account?
Most accounts are approved within 1–2 business days after verification. Please call us after registering to expedite approval.
4. Is there a minimum order amount for wholesale purchases?
Yes. Wholesale orders require a minimum of $100 per transaction.
5. Are all products available for wholesale pricing?
Not all items are available for wholesale. Please check our "Wholesale Merch" category for eligible products. Availability varies by season.
6. Can I use my wholesale account for personal purchases?
No. Wholesale accounts are for resale purchases only. For personal purchases, please use a separate retail account.
7. Do you allow wholesale buyers to sell on Amazon, eBay, or other marketplaces?
No. Resale on third-party marketplaces is not permitted without written authorization.
8. How often should I reorder to keep my wholesale account active?
We recommend reordering regularly. Accounts are reviewed annually, and inactive accounts may need to reapply.
4. Shipping & Delivery
1. What shipping carriers do you use?
We ship using USPS, FedEx, and freight carriers for larger orders.
2. How much does shipping cost?
Shipping costs are based on weight, size, and destination. Oversized or heavy items may require freight shipping, which is quoted separately.
3. Do you offer free shipping?
No. All shipping costs are calculated based on carrier rates plus handling.
4. Can I pick up my order in-store?
Yes! In-store pickup is free. We will notify you when your order is ready for pickup at our San Antonio location.
5. Do you ship internationally?
We currently do not offer international shipping.
6. How long does it take for orders to ship?
Most orders ship the same day if placed before 11 AM (CST). Orders placed after that time usually ship the next business day.
7. Can I request expedited shipping?
Yes. Expedited options like 2-Day or Next-Day Air are available upon request for an additional fee. Orders must be placed by 10 AM CST for same-day processing.
8. What if my order arrives damaged or incomplete?
Please accept the shipment, note any damage with the carrier, and contact us within 5 business days with photos so we can file a claim.
5. Returns, Exchanges & Refunds
1. What is your return policy?
All sales are final. We do not offer refunds, but exchanges or store credit may be granted for unopened, unused merchandise within 7 days if it was purchased online and returned (return shipping will be provided by customer). All physical store bought sales are final with no returns, exchanges, or store credit.
2. Can I return wholesale orders?
No. All wholesale sales are final.
3. How do I exchange an item?
Exchanges are accepted within 7 days for unopened merchandise if purchased online. Buyer is responsible for shipping both ways.
4. What should I do if I received the wrong item?
Contact us immediately with your order details. We will resolve the issue quickly and arrange for replacement or exchange.
5. Are refunds available, or do you offer store credit only?
We do not offer refunds. Exchanges may be eligible for store credit only.
6. Products & Inventory
1. Are your products handmade or mass-produced?
Many of our products are handmade by skilled artisans, meaning slight variations in size, color, and finish are normal and add to their uniqueness.
2. Do product colors vary from what I see online?
Yes, due to screen differences and dye variations from manufacturers, colors may slightly differ from what you see online.
3. How often do you restock sold-out items?
Restocks vary by season and demand. Contact us if you're looking for a specific item.
4. Can I pre-order or reserve items?
At this time, we do not offer pre-orders or reservations for items.
5. Do you offer bulk discounts for large events or fundraisers?
Yes! Wholesale pricing is ideal for large purchases. Schools, churches, and fundraising programs often qualify for wholesale pricing.
7. Seasonal & Fiesta Specific
1. When is the best time to order for Fiesta season?
We recommend ordering early (1-3 months earlier), especially during March and April, when demand is high and processing times may extend 2–6 days.
2. Do you offer seasonal or event-specific items in bulk?
Yes. We offer bulk purchasing for Fiesta, Day of the Dead, and other seasonal events if the order is placed early (2-6 months earlier than season) Check our website for seasonal collections.
3. Do you provide decorations or packages for schools, churches, or fundraisers?
Yes. We work with schools, churches, and organizations for bulk orders and fundraising events. Contact us to learn more about bulk pricing.
