Late or Lost Package. What can I do?

Late or lost packages can be stressful for you, so below are some points that will help in the meantime.

1. Delays with the courier can happen.  Normally it is just one business day.  Although most packages do arrive on time or even early, sometimes delays can happen.  Especially with the rise in home delivery today, and most often with standard shipping. 
2. Sometimes you may get a notification that the package was "delivered" when it was not.  This is a glitch with the courier that can happen.  Sometimes it will arrive hours later, or the next day. 
3. Changing information concerning your "ship to" address once the package has been sent out from our warehouse.  If the courier needs to intercept the package to change your address, name, or anything with the package label, this can add 1-2 days delay.  Keep this in mind if you ever do need to change this information. 
4. Requesting to change your order (adding/removing items). We ship packages out very quickly, so if you need to make a change to your order, this may incur a delay. 
5. Weather, traffic, and missed connections can also lead to a delay.  Sometimes this is out of anyone's control. 
6. Incorrect shipping information such as missing unit number.  We never manually change your address.  The address we ship to is whatever was entered when you checked out.   Sometimes your computer may automatically fill in the wrong information.  Always double check. 

Steps To Take If It Is Late Or Lost

1. If you can wait, wait 1-2 days before contacting us as the package may just be delayed instead of lost. 
2. If you cannot wait, please contact the courier right away, as they have more updated information than we do.  They also have more insight into the details of your package. If necessary, they may tell you they will file a lost package claim.  This claim can take up to 7-10 business days to complete.  If you can't wait that long, see below. 
3. If you have contacted the courier, and things are still unsure, please contact us and let us know what is happening.  We will do our best to help you.

We understand that sometimes you need balloons right away for an order, and cannot wait for a late or lost package to be resolved. If that is the case:

1. Contact us and we can try and find a solution for your situation.  
2. While we all wait for a lost package claim to process with the courier, we recommend re-ordering the balloons you need immediately and select express shipping. If the balloons from the original order show up, then you can return unopened product for a refund.  If the original order was indeed lost, and UPS finishes the claim, then we can refund the original order.  Although this may not be ideal for you, if you are in a hurry for the balloons and cannot wait for the claim, this is the best way to receive what you need.  Then, afterwards we can deal with any refunds from the late or lost package. 
3. Refunds for lost packages are not immediate, and will need to wait until the courier finishes their claim process (7-10 business days). Once refunds are issued, it will normally take 1-5 business days to see this reflected on your statement. 
4. Refunds are not issued for late packages with standard, 3-day, or expedited shipping, but you can return the balloons if you no longer require them.  
5. Refunds are issued when express shipping was selected and it 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.