Helium Bouquets & Air Creations
For Helium Items and Air Creations, We do not accept returns or issue refunds unless the product is damaged or defective upon arrival. If your order is damaged during delivery or defective, you must notify us within 30 minutes of receiving your order. We reserve the right to determine if the product is damaged or defective.
If we determine that the product is damaged or defective, we will replace the item at our discretion. We do not issue refunds for any reason in regards to helium or air creations. If a replacement item is needed, we will deliver the replacement item to you at no additional cost, once you have given back your defective product, if you lost or do not have the product anymore, we can not refund.
We strongly recommend that you carefully review your order before submitting it to ensure that it meets your needs. We cannot be held responsible for customer errors or change of mind. Thank you for your understanding and cooperation.
EVENTS, HELIUM BOUQUETS & AIR CREATIONS:
At ONE UP we strive to provide our clients with the best customer service. You have chosen our services for a special event and we want to make it memorable! However, we realize that sometimes our clients must modify or cancel their orders.
We set aside time to create your order, some orders are extremely complicated. When we do that, we don't book orders for anyone else in that time slot. Our One Up policy allows you to either reschedule your event OR be given a store credit. No refunds (store credit is only valid for 2 years) in-store purchases are final sales. Online pictures are ONLY for display purposes and may vary slightly in color, due to different monitor screens or devices and shapes may alternate as everything is hand made.
If you require rescheduling and need assistance, you must speak to a One Up employee. Please have your invoice number available.
ONE UP BALLOONS DELIVERY POLICIES:
Our delivery window is from (10 am - 1 pm) and (1 pm - 4 pm.) Please provide the recipient's full name, phone number, and/or buzzer number if they reside in strata or apartment at checkout page "Add delivery instructions". Someone must be able to receive the balloons during your selected delivery window, failure of this will result in a missed delivery (we will call the recipient 15-30 minutes before delivery to discuss arrangements to drop off the balloons or to receive instructions on where to leave the bagged balloons on the property.)
If we are unable to deliver the balloons after calling the recipient and no response within 10 minutes, we will take the balloons back to our store, there will be an additional delivery fee to re-deliver the balloons, or you can pick them up during normal business hours.
Note: WE DON’T GUARANTEE ANY BALLOONS OUTDOOR. Please check the products upon receiving them. Balloons cannot be left outside during hot weather, they will deoxidize and the heat will cause the helium or air balloons to expand, and the balloons may burst.
BUSINESS AND OFFICE DELIVERY:
Please include the name of the business, the recipient's full name and phone number, and the suite and floor number at checkout.
HOSPITAL BALLOON DELIVERY:
Please check with the hospital before ordering balloons to ensure the patient can have balloons and if latex balloons are permitted. We do carry balloon bouquets that are non-latex. Please provide the patient's full name, room, and floor number, phone number or nurse's desk phone number, and name of the wing where the patient is located.
ADDITIONAL DELIVERY FEE:
If we are unable to deliver the balloons after calling the recipient and no response, we will take the balloons back to the store, there will be an additional delivery fee to re-deliver the balloons, or you can pick them up during normal business hours..
During extreme weather conditions, we will not be responsible for late delivery due to heavy rains, snow, or traffic accidents.
After you selected desired delivery time window, we will try our best to deliver within the time window you have selected, although sometimes there may have some delays happening on the road, so please be patient with our delivery team.
If you would like to change your delivery address, time window, or date, please reach us at least 48 hours ahead to make any changes. No changes can be made on the same day.
We reserve the right to substitute balloons with an equal or higher value if we cant get ahold of you because the balloons are not in stock. Provided the substitution will not substantially change the theme of the bouquet or item.