DELIVERY POLICIES AND PROCEDURES

Thank you for considering brightening the day with some of our balloons.

NON-CONTACT DELIVERIES

We will be scheduling non-contact deliveries whenever possible. For all deliveries, we will contact the recipient or a contact at the delivery destination to confirm the delivery details before preparing the order. We will notify you, if in the event, that we are unable to contact someone at the delivery destination or if the receiving facility is unable to accept balloons.

Someone must be available at the delivery location to receive the balloons at the time we deliver. If the balloons need to be delivered outside, we will confirm that someone will be available to bring the balloons indoors. 

ANONYMOUS DELIVERIES

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 RELEASES

We do not offer balloons for release and advise customers against performing a balloon release. Not only are balloon releases prohibited in many places, balloons that are released into the atmosphere may cause unnecessary litter and harm to the environment. We would love to help you find a safe and responsible alternative to balloon releases for your next event. 

NOTE ABOUT 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. For us to provide a replacement or refund, we require that a photograph of balloons reported as defective be emailed to info@justclowningaround.com.au with a note providing the order number.

RESIDENTIAL DELIVERIES

Because special procedures are required for residential deliveries, we are unable to provide surprise delivery service. Our balloons must be accepted by someone at the residence, in person. Balloons cannot be dropped off and left unattended, even if such a request is submitted with the order.

DOORMAN BUILDINGS
Our local dispatcher may call the recipient to confirm that the doorman is capable of accepting and storing a large package.

HOMES AND NON-DOORMAN BUILDINGS
We will call the residence and arrange a delivery time when someone is able to be at the residence to accept the order. For most orders, this call will be made by late morning on the delivery date or the day prior to delivery (with same-day orders, the call may be made later in the afternoon on the delivery date). If we are unable to reach someone by phone, we will leave a call-back number. We will not proceed until contact is made. The delivery arrival time will be contingent on when the recipient returns our call, and may be later than the order's posted deadline. If it becomes apparent that we will not be able to complete a delivery on the scheduled delivery date, because we were not successful in coordinating a delivery time, the customer will be contacted and may elect to cancel the order without a cancellation fee, or to reschedule the delivery for the following day without an additional charge.

SPECIAL DELIVERY TIME FRAMES
Whether or not the order is actually delivered during the selected time frame depends on the delivery time which is arranged during our telephone conversation with someone at the residence. The delivery time which is established during this call takes priority over the time frame posted on the order.

IF NO ONE IS AVAILABLE TO ACCEPT THE ORDER
If the afore mentioned procedures have been used and no one is available to accept a delivery when we arrive, the order will be returned to the Balloon Workshop, and the sender will be notified. In such cases an additional delivery charge will apply to complete the delivery. Undeliverable orders will not be refunded.

SCHOOL DELIVERIES TO STUDENTS

We welcome school deliveries if the school permits balloons to be delivered. Schools that permit balloon deliveries require that the balloons be held at the front office . Delivering to students in class is not permitted.

Before placing your order, please contact the school and ensure that the order will be accepted by the front office. It is also important to confirm that the office will accept responsibility for advising the student that balloons are waiting for them at the front office.

Some schools permit the delivery of only mylar balloons, due to latex allergies. Please check to see if this restriction is applicable before placing your order, and make your selection accordingly. We offer many mylar balloon arrangements for all occasions.

UNIVERSTIY / HIGHER EDUCATION DELIVERIES TO STUDENTS

We welcome on-campus deliveries to college students, however, delivering to students in class is not permitted.

Balloon deliveries are usually made to a central mail room, however, deliveries to dormitories can be made if the dormitory is open to the public and a receptionist can accept the order on the student's behalf.

Please contact the school to learn which location is best in your case. Provide us with as many delivery details as possible, including a cell number that will allow us to alert the student once we have completed the delivery. While we will attempt to contact the student, getting through can be a problem and is not a guaranteed part of our service. The sender is responsible for contacting the mail room staff and ensuring they contact the student. STORE NAME accepts no liability if the student does not pick up the order from the mail room

HOTEL DELIVERIES (Balloon Bouquet Delivery)

For security reasons we are unable to deliver balloons directly to the room of a guest.

All hotel deliveries for guests are left with the concierge, the front desk, bell desk, or the loading dock, depending on the hotel's policy.

It is the customer's responsibility to contact the hotel and ensure that their order is delivered to the guest by the hotel. Once the balloons have been delivered to the hotel, STORE NAME considers the delivery successfully completed. Because several hotel staff members can get involved in transferring the balloons from one part of the hotel to another, we accept no responsibility for balloons damaged or misplaced during such transits.

Customers should anticipate that the balloons may become tangled during this transit and be prepared to remove the balloons from their weight, untangle the ribbons, remove damaged balloons, arrange the remaining balloons, then re-attach the ribbons to the weight.

The aforementioned policy DOES NOT apply to balloons being used for large special events. Please call STORE NAME for details.

DELIVERIES TO SECURE FACILITIES
There are many corporate, research, and military facilities with restricted access, where we must leave the balloons with a receptionist, mail clerk, or security staff.

Please provide a work or cell number for the recipient that will allow us to advise them that a delivery is waiting for pick-up. If we are unable to make phone contact with the recipient, we will leave the balloons with the proper authorities.

Please place your order with the understanding that once we have made the delivery to the required location in a restricted facility, completion of the delivery is the responsibility of the party accepting the order.

HOSPITAL DELIVERIES

Hospital policies vary, and it may not be possible for us to make a delivery directly to the room of the patient.

Many hospitals require that the balloons be dropped off at a security station, from which the balloons are delivered to the patient by the hospital staff.

The staff may need to delay the delivery to the patient for any number of reasons. Please feel free to contact us, if you have a concern about the status of your order.

PATIENT AVAILABILITY
Our procedure is to contact the hospital prior to delivery and confirm that the recipient is still admitted and permitted to receive balloons. Customers will be contacted if the order cannot be delivered. At this point the order can be cancelled and refunded.

If we are cleared by the hospital to proceed with the delivery, but the hospital refuses the delivery when we arrive, the order will be considered delivered and no refund will be issued. If the delivery can be made to an alternate address which is within our service area, an additional delivery charge may apply.

If we are cleared by the hospital to proceed with the delivery, but the patient is subsequently discharged prior to our arrival, two options become available —

1) The order can be delivered to another local address for an additional delivery charge, or

2) The order cannot be delivered and must be cancelled. In this case, no refund will be issued.

HOSPITAL RESTRICTIONS
Latex balloons are banned from some hospitals due to latex allergy issues. Mylar (foil) balloons are usually acceptable. However, in some cases a particular patient may not be able to receive balloons of any type. Customers should contact the hospital for approval before sending balloons to a patient.