My package is lost or late.

There are always steps involved to resolve a late or lost package issue.

1. Courier Delays Can Happen.  This is more true for standard shipping than expedited or express, and is usually only for one day.  It does not happen often, but it can, so keep this in mind when timing is crucial.  
2. Changing your order will delay the package, as it needs to be taken out of circulation, and then put back, losing its place in line with the packers.
3. Wrong or change of address will delay your package, often 2-3 days, so double check all the details of your shipping address to make sure there are no typos, missing unit number, or incorrect "autofill".  We DO NOT change or manually enter addresses, so the address you enter (and the address on your order form) is the address the courier receives. 
4. In rare cases, a delivery driver may scan your package as delivered, when they have not yet arrived.  
5. Extreme weather or out-of-the-norm events may impact your order and cause delays.  This is out of the control of us or the courier.

Resolving A Late Package Issue

1. If possible, wait 1-2 days before contacting us as the package may just be delayed instead of lost. This is especially true for standard shipping orders. 
2. Unable to wait? Contact the courier right away as they have the most up-to-date information on your package. They may request you to file a lost package claim.  This claim may take 7-10 business days.  Therefore, if you cannot wait, see below. 
3. If you have contacted the courier and have no resolution, please contact us and we will do our best to help the situation. 

If you cannot wait for a late or lost package issue to be resolved, you may: 

1. Contact us right away.  
2. Re-order the balloons you need immediately, and select express shipping. If you end up receiving the original order, you may return the unopened product for a refund.  This may be the best way to receive what you require, and we can deal with any refunds from late or lost packages at a later date.
3. Refunds for lost packages are not immediate. You will need to wait until the claim process (7-10 business days) is complete. Refunds take 1-5 business days to be reflected on your statement. 
4. Refunds for late packages are not issued with standard, 3-day, or expedited shipping.  However, you still may return the unopened balloons you no longer require.  
5. Refunds are issued for express shipments which did not arrive in time. 

1. For time sensitive orders, always add a buffer day between when you need it and the estimated shipping date.  For instance, if your event is June 12, and you need the balloons no later than June 11, choose a shipping service where it will arrive by June 10, not June 11th.  This allows for any delays in shipping.  Especially for standard, 3-day, and expedited, the date you see at checkout is an estimated delivery date.  Although often accurate, it is not a guaranteed date. Only express shipping is guaranteed.  Although standard shipping may be cheaper, it's never wise to assume it will come at the very last minute you need it. 
2. Make sure you have the accurate shipping information when checking out.  Changing this while the package is in transit can lead to delays and sometimes lost packages.  
3. Track your package frequently. Sometimes an order is delayed or lost without you knowing if you did not check the tracking link a few days after you order. It's always a good idea to check to see how the progress is.  If you see the package has not moved in a few days, or another error pops up on the tracking sooner than later, then the issue may be resolved before it's too late.