Service and Order Policies

Service & Order Policies Cancellation & Refund Policy Graduation season (about April 20 through June 15). During our peak season, every order follows the Large Events & Installations policy below, whatever its size. Please plan and book accordingly. Large events, installations, and orders over $250 Large events need dedicated inventory, extra staff, and preparation well in advance, so this policy applies to all installations and to orders over $250 before tax. Final payment. Final payment is due 7 days before your event. You can pay your balance online from the link in your invoice email, by phone, or in the shop. If we haven't received payment by then and haven't worked out another arrangement with you, the booking is cancelled, and the schedule below applies based on the original event date. Cancellation schedule. Your deposit is never refunded. These percentages apply to whatever you've paid beyond the deposit: When you cancel Refund 14 or more days before the event 75% 7 to 13 days before 50% 24 hours to 6 days before 25% Less than 24 hours before None. Your order has been filled and prepared. Refunds are issued as store credit unless you ask in writing for a refund to your original payment method. If you cancel before paying your remaining balance, you lose your deposit, and we won't ask you for any more payment. Orders under $250 When you cancel Refund More than 48 hours before pickup or delivery 50% store credit 24 to 48 hours before 25% store credit Less than 24 hours before None. Orders are usually filled and finished 12 to 24 hours ahead. If you prefer, ask for a refund to your original payment method instead of store credit. Defects and early deflation If a balloon deflates or pops under normal conditions with no clear cause, tell us within 24 hours, by phone or in person, and we'll replace it or give you store credit. We can't replace or credit balloons for problems reported after 24 hours. We don't replace or refund balloons damaged by heat, sharp objects, rough handling, or the other conditions described on our Balloon Care page. Deposits and booking fees Deposits and booking fees are never refundable. Once we accept your deposit, we hold your date for you and may turn away other bookings for that date. Installations need a $100 deposit to reserve the date. It's applied to your final invoice. To reschedule an installation, give us at least 48 hours' notice. If you lose a deposit, we may, as a courtesy, apply it toward a new event booked within 12 months of the original date. This isn't guaranteed. If we have to cancel If we cancel or can't fill your order for a reason within our control, you can choose a full refund of everything you paid, including your deposit, or a free reschedule. If something outside our control gets in the way, such as severe weather, a venue closure, or a supplier failure, we'll contact you right away and work out a fair solution. That might mean rescheduling or store credit. Delivery Policy Where we deliver. We deliver throughout Sioux Falls and the surrounding area, including Brandon, Harrisburg, and Tea. Farther deliveries cost extra, based on round-trip mileage. Your delivery fee is calculated from your address at checkout. If you aren't sure we deliver to you, contact us before ordering. Delivery cost. Delivery in the Sioux Falls area is a flat $10. It's free within 15 miles of our shop on orders of $250 or more. Farther deliveries are priced by round-trip mileage. Delivery times. We deliver during business hours. You'll choose a delivery time when you order. We may be able to deliver at other times with advance notice, for an extra fee. How we deliver. We bag every balloon order to protect it and help it last longer. Usually the driver hands the bagged balloons straight to the recipient. When it's easy and safe, such as at an event room or office, we may unbag the balloons and arrange them. Same-day delivery. Same-day delivery depends on that day's production schedule and staffing. We need at least two hours to prepare, and some products need more. We can't guarantee same-day delivery, so contact us before placing a same-day order. Anonymous deliveries. We don't make anonymous deliveries. If the card doesn't include a sender's name, we'll tell the recipient who sent it if they ask. If no one is there. We never leave balloons unattended on a porch or doorstep. Please give us the recipient's phone number so we can arrange the delivery. If no one is available, we'll try once more. If the second attempt also fails, we'll bring the order back to the shop and let the sender or recipient know so they can pick it up. Returned orders must be picked up within 48 hours, or they can't be refunded, because helium balloons don't last indefinitely. Each delivery attempt after the second costs a new delivery fee. Schools and universities. Check with the school that it accepts balloon deliveries before you order. We can't deliver to students in class. We'll leave school deliveries at the front office, and the school will let the student know. At colleges and universities, we'll leave the order at the mailroom or receiving area. Many schools are latex-free, so please check before ordering. We carry a full range of latex-free options. Hospitals. All Sioux Falls hospitals are latex-free, so please choose latex-free products for hospital deliveries. We'll leave the order with the reception or host desk, who will take it to the recipient. Hotels. We'll leave hotel deliveries at the front desk, who will get them to the recipient. Secure facilities. Some corporate campuses, research centers, and military bases restrict deliveries. If you're sending a gift, confirm the facility allows balloon deliveries before you order. Many military bases don't accept outside deliveries at all. Where deliveries are allowed, we'll leave the order with reception or security. Once school, hospital, hotel, or facility staff receive an order, we're no longer responsible for its condition or handling. If we can't deliver. If we have to cancel or reschedule a delivery for reasons on our end, we'll contact you as soon as possible and make other arrangements at no extra charge. Product Substitutions We work with many balloon products, colors, and suppliers. We fill every order as shown or requested whenever we can, but sometimes we need to substitute because of stock, supplier changes, or discontinued products. How we substitute. A substitute always stays as close as possible to your original colors, theme, and look, and it's always of equal or greater value. When time allows, we'll contact you before making any change that would noticeably alter the look of your order. Colors. Color is the substitution people notice most. Our website shows only colors we can fill. If the same shade is out of stock in one brand, we'll use a matching shade from another brand. If a substitution would look noticeably different, we'll do our best to reach you first. Photos and previews. Product photos and design previews show the general style of an arrangement. The finished piece may vary slightly in size, finish, or balloon style. If you're unhappy with a substitution. If you feel a substitution really missed the mark, contact us by phone or in person the same day you get your order, and we'll work with you on a fair solution. Balloons don't last long, so we can't address substitution concerns raised more than 24 hours after delivery or pickup. Custom Vinyl & Design Policy How custom design works. We make most custom lettering and graphics in-house. We're designers as well as balloon artists. When you order a custom piece, you're trusting us with creative choices like font, layout, size, and graphics. We welcome inspiration photos and ideas, and the finished piece reflects our professional judgment. If you need an exact copy of a design you provide, tell us clearly when you order. We'll let you know if it isn't possible. Lead time. Custom vinyl needs at least two hours, but please give us 24 hours' notice if you can. We sometimes need to get extra materials. We take rush requests when we can, but we can't always guarantee them. Text and spelling. You're responsible for the text you submit, and we'll apply it exactly as written. If we notice an obvious misspelling, we may check with you, but we're not responsible for errors in what you sent us. If you ask us to fix a spelling, we're happy to, but you're still responsible for checking the final text. Design satisfaction. Style preferences, like font choice, layout, or how closely a piece matches an inspiration photo, are personal taste. They aren't grounds for a refund or redo. If your order has a clear defect, such as text that differs from what you submitted or a big departure from a design we specifically agreed on, contact us the same day you receive it. We'll look at each case and decide on a fair fix. Vinyl after pickup. Balloon surfaces, temperature changes, and handling all affect how well vinyl sticks, so we're not responsible for vinyl that peels or lifts after your order leaves the shop. See our Balloon Care page for tips. What we won't print. We're a family-friendly business, and we'll decline requests that include: • Political messages • Profanity, obscenity, or crude language • Sexually explicit or suggestive content • Anything else we decide isn't right for a family setting This list isn't complete. We may decline any request, and if we do, we'll tell you right away so you have time to make other plans. Previews and proofs. Our website shows previews of many designs as you build them. Previews show colors and layout, but they're illustrations, so the finished piece won't match exactly. We don't send individual proofs for custom vinyl work. You're welcome to look over your order at pickup before you leave.