Need to check up on your order? Customer service can be reached at the following times.

Weekends/Holiday
  Email only: service@balloonplanet.com

Weekdays (830am - 430pm, Pacific Time)
  Calling from USA/Canada: 866-340-1268
  Calling from other countries: 206-340-1268

1. RESIDENTIAL DELIVERIES 

Because of special procedures required for residential deliveries, we are unable to provide surprise delivery service to residential addresses, with the exception of orders being delivered to doorman buildings.

DOORMAN RESIDENCES
A doorman residence is one with staff willing to accept deliveries for residents during normal business hours — housekeeper, doorman, concierge, security guard, or the on-site management staff. In such cases we will proceed with the assumption that someone will be available to accept the order when we arrive, and we will not call ahead. If the doorman refuses to accept the order, an additional charge will apply for redelivery. If redelivery is not possible, the balloons can be picked up at our local office. No refunds will be made in such cases.

NON-DOORMAN RESIDENCES
For deliveries to non-doorman residences, we will call the residence and coordinate a delivery time which ensures that someone will be home to accept the order. This call is made in the morning on the date of delivery, and it may be made the day prior to delivery. If we are unable to reach someone by phone, we will leave a call-back number. We will not proceed until contact is made. If the call is returned late in the day, it may be necessary to reschedule the delivery for the following day. We will attempt to advise customers of delays related to their order. If it becomes apparent that we will not be able to  complete a delivery on the scheduled delivery date, because we were not successful in coordinating a delivery time, the customer may elect to cancel the order without a cancellation fee or reschedule the delivery for the following day without an additional charge.

SPECIAL DELIVERY TIME FRAMES
Special delivery time frames, which are offered in some cities, are intended for orders going to doorman residences. For non-doorman residences, a standard time frame should be selected. Standard time frames are:

8am to 3pm
9am to 4pm
10am to 5pm

Whether or not the order is actually delivered during the selected time frame depends on the delivery time which is arranged during our telephone conversation with someone at the residence. The delivery time which is established during this call takes priority over the time frame posted on the order.

IF NO ONE IS AVAILABLE TO ACCEPT THE ORDER
If the aforementioned procedures have been used and no one is available to accept a delivery when we arrive, the order will be returned to the branch office handling the order and the sender will be notified. In such cases an additional delivery charge will apply to complete the delivery. Undeliverable orders will not be refunded.

 2. ELEMENTARY, MIDDLE, AND HIGH SCHOOL DELIVERIES TO STUDENTS -- WE NEED PERMISSION
We welcome school deliveries if the school permits balloons to be delivered.  Schools that permit balloon deliveries require that the balloons be held at the front office . Delivering to students in class is not permitted. Before placing your order, please contact the school and ensure that the order will be accepted by the front office. It is also important to confirm that the office will accept responsibility for advising the student that balloons are waiting for them at the front office.

Some schools permit the delivery of only mylar balloons, due to latex allergies. Please check to see if this restriction is applicable before placing your order, and make your selection accordingly. We offer many mylar balloon arrangements for all occasions. 

3. ON-CAMPUS COLLEGE DELIVERIES TO STUDENTS
We welcome on-campus deliveries to college students, however, delivering to students in class is not permitted. Balloon deliveries are usually made to a central mail room, however, deliveries to dormitories can be made if the dormitory is open to the public and a receptionist can accept the order on the student's behalf. Please contact the school to learn which location is best in your case. Provide us with as many delivery details as possible, including a cell number that will allow us to alert the student once we have completed the delivery.

4. HOTEL DELIVERIES (Balloon Bouquet Delivery)
For security reasons we are unable to deliver balloons directly to the room of a guest. All hotel deliveries for guests are left with the concierge, the front desk, bell desk, or the loading dock, depending on the hotel's policy. It is the customer's responsibility to contact the hotel and ensure that their order is delivered to the guest by the hotel. Once the balloons have been delivered to the hotel, Balloon Planet considers the delivery successfully completed. Because several hotel staff members can get involved in transferring the balloons from one part of the hotel to another, we accept no responsibility for balloons damaged during such transits, nor for orders delivered to the wrong hotel room by the hotel staff. Customers placing orders to large hotels should be particularly vigilant.

The aforementioned policy DOES NOT apply to balloons being used for large special events. Please call Balloon Planet for details.

5. DELIVERIES TO SECURE FACILITIES
There are many corporate, research, and military facilities with restricted access, where we must leave the balloons with a receptionist, mail clerk, or security staff. Please provide a work or cell number for the recipient that will allow us to advise them that a delivery is waiting for pick-up. If we are unable to make phone contact with the recipient, we will leave the balloons with the proper authorities. Please place your order with the understanding that once we have made the delivery to the required location in a restricted facility, completion of the delivery is the responsibility of the party accepting the order.

6. HOSPITAL DELIVERIES
Hospital policies vary and it may not be possible for our staff to make a delivery directly to the room of the patient. Many hospitals require that the balloons be dropped off at a security station, from which the balloons are delivered to the patient by the hospital staff. The staff may need to delay the delivery to the patient for any number of reasons. Please feel free to contact our main dispatch center if you have a concern about the status of your order.

PATIENT AVAILABILITY
Balloon Planet procedure is to contact the hospital prior to delivery and confirm that the recipient is still admitted and permitted to receive balloons. Customers will be contacted if the order cannot be delivered. At this point the order can be canceled and refunded.

If we are cleared by the hospital to proceed with the delivery, but the patient is subsequently discharged prior to our arrival, two options become available — 1) The order can be delivered to another local address for an additional delivery charge, or 2) The order cannot be delivered and must be canceled. In this case, no refund will be issued.

HOSPITAL RESTRICTIONS
Latex balloons are banned from all hospitals due to latex allergy issues. Mylar (foil) balloons are usually acceptable. However, in some cases a particular patient may not be able to receive balloons of any type. Customers should contact the hospital for approval before sending balloons to a patient.

CITIES WITH BALLOON RESTRICTIONS

The following hospitals do not permit balloon deliveries, of any type:
 
Chicago area: Glenbrook Hospital in Glenview, IL
 
New York City: Only the following hospitals permit balloon deliveries,

New York City hospitals which DO permit balloon deliveries:
(No deliveries to ICU, CCU, Neo-Natal Units, Special Units/Wards)

Beekman Downtown Hospital
170 William Street, NY, NY 10002

Beth Israel Medical Center
1st Avenue & 16th Street, NY, NY 10003

Coler Memorial
Roosevelt Island, NY 10044

Eye, Ear and Throat
210 East 64th Street, NY, NY

Goldwater Memorial
Roosevelt Island, NY 10044

Gouverneur Hospital
227 Madison Street, NY, NY 10002

Hospital for Special Surgery
525 East 71st Street, NY, NY 10021

Joint Diseases
301 East 17th Street, NY, NY

Lenox Hill Hospital
100 East 77th Street, NY, NY 10075

Memorial Sloane Kettering
1275 York Avenue, NY, NY

Metropolitan Hospital
1900 2nd Avenue, NY, NY 10029

Mt. Sinai
320 East 94th Street, NY, NY 10128

NY Eye & Ear
310 East 14th Street, NY, NY

NY Presbyterian (with the exception of NY Presbyterian Morgan Stanley Children's Hospital)
1051 Riverside Drive, NY, NY 10032

NY Presbyterian
630 West 168th Street, NY, NY 10032 and 177 Ft Washington Ave, NY, NY 10032

NY Presbyterian
21 Audubon Avenue, NY, NY 10032

Regent Hospital / NY Presbyterian
425 East 61st Street, NY, NY 10065

Saint Vincent Catholic Medical Center of NY
170 W 12th Street, NY, NY 10011

Saint Luke's
440 West 114th Street, NY, NY 10025

Saint Luke's Roosevelt
1111 Amsterdam Avenue, NY NY, 10025

Schneider Children's Hospital
14748 Roosevelt Ave, Flushing, NY 11354

Schneider Children's Hospital
8622 Bay Pkwy, Brooklyn, NY 11214

Schneider Children's Hospital
26901 76th Ave, New Hyde Park, NY 11040