ONE UP Order Policy

Cancellation and Refund Policy information 

We understand that sometimes returns are necessary, however, All sales are final. We do not accept returns or issue refunds unless the product is damaged during shipping or defective upon arrival. If your order is damaged during shipping or defective, you must notify us within 24 hours 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. If a replacement item is needed, we will ship the replacement item to you at no additional cost, once you have shipped back your defective product.

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.

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. But 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. With that said, our One Up policy allows you to either reschedule your event OR be given a store credit. there will be no refund  (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, and shape.

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

Please provide the recipient's full name, phone number, and/or buzzer number if they reside in strata or apartment. Someone must be able to receive the balloons. If the recipient is not home, we will call the recipient 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 the store, there will be an additional delivery fee to re-deliver the balloons.

Note: WE DON’T GUARANTEE ANY BALLOONS OUTDOOR. Please check the products upon receiving them. Balloons cannot be left outside during hot weather, the heat will cause the helium 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.

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.

DELIVERY TIME

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 happened on the road, so please be patient with our delivery driver, if you have special request for time window, we do offer specific 30 mins time window for an extra cost of $20. Any after hour deliveries have an extra cost of $40.

If you would like to change your delivery address, or time window or date, please reach us at least 48 hours ahead to make any changes. No changes can be made on same day.

SUBSTITUTIONS

We reserve the right to substitute balloons with an equal or higher value if the balloons are not in stock, provided the substitution will not substantially change the theme of the bouquet.