Submitting an order indicates acceptance of the following cancellation policy.
1. CANCELLATION AND CHANGE DEADLINES
A. For purchases under $300
The deadline to modify or cancel and order is 9am, Eastern Time (New York), two days prior to delivery.
Orders cancelled or changed after this deadline will not be refunded.
B. For purchases over $300
For a full refund, the deadline to submit your request is 9am, Eastern Time (New York), 10 days prior to delivery.
Requests received after this deadline are subject to a cancellation charge ranging from 20% to 100% of the order value, with the amount determined by our local service provider.
2. HOW TO CANCEL AND CHANGE
Please send your request by email to email@example.com and leave a phone message at our dispatch center (866-966-8964). Please consider your order canceled or changed only when you have received a confirmation by email.
3. SEVERE WEATHER POLICY
In the event of forecasted severe weather, a local Balloon Planet manager will contact the customer at least one day prior to delivery to reconfirm, postpone, or cancel/refund the order.
Balloon Planet is not able to change or cancel an order if the request is made on the delivery date.
If Balloon Planet is unable to deliver an order due to inclement weather, the customer will be notified as soon as possible to arrange rescheduling or cancellation and refund.
PRODUCT AND SERVICE COMPLAINTS
We will take prompt action to address service issues that are reported no later than 3 days after delivery. After this deadline no replacements, refunds, or credits will be issued. In order for us to provide a replacement or refund, we require that a photograph of the balloons be emailed to firstname.lastname@example.org with a note providing the order number.
We are unable to provide anonymous delivery service. In cases where a signature is not provided on the greeting card which accompanies an order, we will reveal the name of the sender to the recipient if requested.
BALLOON DELIVERIES TO A BUSINESS
If the recipient is unavailable when we arrive, the balloons will be left at the business location.
BALLOON DELIVERIES TO A RESIDENCE
Balloons must be accepted in person and will not be left at the entrance unattended. The local dispatcher will call the residence and arrange a delivery time to ensure that someone will be at the residence to accept the order. This call will be made the morning of the scheduled delivery date or the day prior to delivery. If the call is made on the scheduled delivery date and the recipient is unavailable to accept the call, the order may arrive later than the posted deadline. The arrival time will be contingent on when the recipient returns the dispatcher's call.
BALLOON DELIVERIES TO A HOSPITAL
We will contact the hospital prior to delivery to ensure that balloons are permitted for the patient and to ensure that the patient is still a hospital guest. Only mylar balloons are permitted for hospital orders.
BALLOON DELIVERIES TO A HOTEL
Deliveries to hotel guests are made in care of the front desk, bell desk, or concierge. The customer is responsible for ensuring that the hotel completes the delivery.
BALLOON DELIVERIES TO A SCHOOL
Not all schools permit balloon deliveries to students. Those that do require that the delivery be made to the main office. The customer is responsible for ensuring that the school office contacts the student to pick up the balloons.
If used indoors, we guarantee the following float times:
11-inch latex balloons treated with Hi-Float: 2 days
11-inch latex balloons not treated with Hi-Float: 16 hours
16-inch latex balloons treated with Hi-Float: 2 days
16-inch latex balloons not treated with Hi-Float: 30 hours
Mylar balloons: 2 days
There are no float time guarantees if balloons are used outdoors.
A. SUBSTITUTION POLICY
SPECIAL MYLAR SHAPES
If the balloon shown might be substituted, the product description for the balloon will include the notice: (Design may vary). The substituted balloon will be the same theme and character, and a similar size.
SPECIAL OCCASION 18-INCH MYLAR BALLOONS
If the balloon shown might be substituted, the product description for the balloon will include the notice: (Design may vary). The substituted balloon will be the same sentiment (Happy Birthday, Get Well, etc) and a similar size.
LICENSED CHARACTER 18-INCH MYLAR BALLOONS
If the balloon shown might be substituted, the product description for the balloon will include the notice: (Design may vary). The substituted balloon will be the same character and sentiment (Happy Birthday, Get Well, etc) and a similar size..
PERSONALIZED NAME AND AGE MYLAR BALLOONS
If the balloon shown might be substituted, the product description for the balloon will include the notice: (Design may vary). The substituted balloon will be a similar size, personalized, and the same sentiment (Happy Birthday, Congrats, etc).
If the balloon shown might be substituted, the product description for the balloon will include the notice: (Design may vary). Balloons with air spray and birthday text may include variatons of the graphics and text shown.
B. LARGE BALLOON GROUPS WITH CUSTOM ORDERS
With orders placed online, Balloon Planet reserves the right to divide large custom-created arrangements into smaller groups in order to facilitate delivery. Depending on circumstances at the delivery location, these smaller groups may or may not be combined as specified in the order. If this is not acceptable, please place your order by phone so that special arrangements can be made.
C. FLOAT TIMES
MYLAR BALLOONS (FOIL)
In balloon-friendly environments, mylar (foil) balloons will remain full and taught for at least 2 days. Air-conditioning may cause these balloons to shrivel, but they will return to a normal state when exposed to warmer air.
LATEX BALLOONS TREATED WITH HI-FLOAT
16-inch latex balloons will float indoors for 2 days.
11-inch latex balloons will float indoors for 2 days.
Float times for both mylar and latex balloons may be reduced to 24 hours at elevations above 2,500 feet.
D. MYLAR BALLOON SIZES
Mylar balloon sizes noted on our web site are the sizes assigned by the manufacturers. They represent the size of the balloon before it is inflated, measured between the two most distant points. The inflated size will be 5-20% smaller.
For example, a 20-inch mylar star will be 19 inches wide after inflation, a change of 5%.
Special large shapes will be closer to 20% smaller after inflation.