FAQ + T&C

Charleston Balloon Company: Terms, Policies & FAQ

1. Refunds, Cancellations & Store Credit Policy

Return & Refund Policy

Due to the custom and time-sensitive nature of our products, Charleston Balloon Company does not issue cash, check, or credit card refunds. By completing your purchase, you agree that Rescheduling or Store Credit are the exclusive forms of resolution for all approved returns, cancellations, or disputes.

Cancellations & Date Changes

  • Primary Resolution (Rescheduling): Our preferred method for managing cancellations is to move your order to a new date. We will make every effort to accommodate your new schedule, subject to our calendar availability.

  • Secondary Resolution (Store Credit): If rescheduling is not possible or a new date cannot be determined, Store Credit will be issued.

Store Credit Terms

  • Value: Issued store credit will include the total value of the items and applicable sales tax.

  • Validity: Store credit must be used within 365 calendar days of issuance.

  • Application & Pricing: Store credit may be applied toward any future purchase, subject to availability.

  • Note: Future orders are subject to the pricing and rates in effect at the time the new order is placed, not the pricing of the original order.

Payment Disputes & Chargebacks

We ask that you contact us directly to resolve any concerns. Submitting a chargeback or payment dispute without first reaching out constitutes a breach of these terms. Charleston Balloon Company reserves the right to recover administrative, labor, and legal fees associated with successfully defended chargebacks or fraudulent disputes.

2. Damages, Exclusions & In-Store Exchanges

Damages & Issues

Please inspect your order immediately upon receipt. If an item is defective, damaged, or incorrect, you must report the issue within 24 hours of pickup, delivery, or installation.

  • Reporting Requirements: All claims must be sent via email to inquiry@charlestonballooncompany.com and must include photo/video evidence.

  • Resolution: Approved claims will be resolved exclusively through a Replacement of equal value or Store Credit.

Strict Exclusions & Final Sale Items

The following items, fees, and conditions are strictly Final Sale and are not eligible for store credit, exchanges, or replacements:

  • Custom, personalized, or staff-designed orders (once production has begun).

  • Latex balloons already inflated at the time a claim is received.

  • Items neglected, mishandled, exposed to environmental factors (sun, heat, wind), or damaged after leaving our care.

  • Uber or third-party delivery fees.

  • Service fees (installation, delivery, rental, or removal) and labor-associated charges.

  • Helium tank rentals, Sale items, and Gift cards.

In-Store Exchanges & Opened Products

  • Customers may exchange items immediately in-store at the time of purchase, provided the item is in its original, unopened packaging and has not been altered, used, or inflated. (Exchanges are only allowed before the item leaves the store).

  • Once an item has been opened or leaves the building, it is no longer eligible for exchange or refund. If a product is taken out of the store and later brought back for inflation or service, additional fees will apply.

Product Substitutions & Design Variations

On occasion, standard products, color charts, or designs may be substituted or slightly varied without notice due to inventory availability or structural defects. In these cases, the product fundamentally remains the same. Modifications to customized orders are made strictly at the discretion of the designer to maintain the highest quality and design integrity.

3. Safety, Environment & Rental Equipment

  • Safety Warning: Balloons are a choking hazard. Children under 8 years can choke or suffocate on uninflated or broken balloons. Adult supervision is required. Discard broken balloons immediately. Do not inhale helium, as it can cause serious injury or death.

  • Outdoor Disclaimer: Balloons are temporary by nature. While we use professional-grade materials, we cannot guarantee the lifespan of balloons used outdoors. Heat, humidity, wind, and sunlight in the Charleston area can cause balloons to pop or oxidize (turn matte). No credit will be issued for weather-related damage.

  • Rental Equipment: All rental items (frames, stands, weights, etc.) remain the property of Charleston Balloon Company. The customer is responsible for equipment safety until it is collected. Lost, stolen, or damaged rental equipment will be billed to the customer at full replacement value.

4. Fulfillment Methods & Procedures

General Shipping FAQ

Do you ship balloons?

While we are the largest balloon retailer in North America, we do not offer standard shipping services on a regular basis. However, we can occasionally accommodate special shipping requests. Please email your specific needs to inquiry@charlestonballooncompany.com.

METHOD A: In-Store Pickup Procedure

1. Vehicle Capacity Guide

If you are unsure how many balloons can safely fit in your vehicle, please refer to our Car Capacity Chart below before arriving.

Vehicle Type Estimated Balloon Capacity (Standard 11" Latex)
Sedan / Compact ~25–30 Balloons
Crossover / Small SUV ~50–60 Balloons
Large SUV / Minivan ~100+ Balloons / Small Balloon Arches

2. How to Load Your Vehicle

We pre-bag your order to prevent balloons from tangled or flying away. We highly recommend keeping them bagged and using anchor weights for helium orders.

  • ⚠️ Pro-Tip: When loading and unloading, open only one door at a time. Opening two doors simultaneously creates a wind tunnel/vacuum that can suck the balloons out into the street. Unbag your balloons immediately once you arrive at your destination.

3. Payment & Unclaimed Orders

  • Advance Payment: All orders must be paid in full in advance (online, phone, or in person). Orders will not be released without payment.

  • Forgetting a Pickup: Orders not picked up on the scheduled date/time are not eligible for a refund or store credit. We cannot guarantee the float time or quality of unclaimed orders.

  • Disposal: All orders remaining unclaimed 72 hours after the scheduled pickup time will be disposed of or donated without notice.

  • Changes: To change your pickup time, notify us at least 24 hours in advance. Orders that are already inflated or crafted cannot be rescheduled or canceled.

4. Arrival & Check-In

  1. Arrive 5–10 minutes before your scheduled window.

  2. State the name on the order to a staff member.

  3. Sign out the order on our pickup sheet. (Once signed, full responsibility transfers to the customer).

  4. If you are running late, please call 843-856-9121 or email inquiry@charlestonballooncompany.com so we can manage shop space.

METHOD B: Charleston Balloon Company Direct Delivery

1. How to Schedule

  1. Add items to your cart and select Delivery at checkout.

  2. Choose your desired date and select "Charleston Balloon Direct (8:00am–8:00pm)".

  3. Complete checkout.

2. Delivery Windows & Pricing

  • Timeframes: Deliveries are scheduled between 8:00 AM and 8:00 PM. Specific delivery times requested in the checkout notes are not guaranteed. Special requests outside our standard window must be pre-approved via email and are subject to additional availability and fees.

  • Cost: Delivery pricing is calculated at checkout and is subject to change based on economic conditions, inflation, and seasonal demand.

3. Delivery Zones

We deliver within a 15-mile radius of our store. Deliveries outside this zone require a written email request and are subject to flexible scheduling and extra fees. Our primary zip codes include:

  • Downtown Charleston: 29401, 29403, 29425

  • Lower Mount Pleasant & Islands: 29464, 29492, 29412

  • Mt. Pleasant: 29466

  • Sullivans Island: 29482

  • Isle of Palms (IOP): 29451

  • Folly Beach: 29439

  • West Ashley: 29414

  • Wadmalaw / Johns Island: 29455

  • Kiawah / Seabrook Island: 29455, 29487

  • Summerville: 29485, 29486

  • Ravenel / Hollywood: 29470

  • Air Force Base / North Charleston: 29404, 29418, 29420

4. Unattended Deliveries & Notifications

  • If No One Is Home: By default, we will leave the balloons at the door in a protective bag and take a confirmation photo. Charleston Balloon Company is not responsible for lost, stolen, or weather-damaged balloons left unattended.

  • Day-of Notifications: We typically send a text/email with an estimated arrival window.

  • Text Notification Policy: "Yay! Your balloons are on the way! Est. arrival: [Time]. Please text 'C' to confirm someone is there, or text 'P' to leave on the porch. We are not responsible for damages once left unattended. Failure to respond may result in balloons being returned to our shop, and a secondary delivery fee will apply based on availability."

METHOD C: Same-Day Rideshare (Uber) Delivery

  • How it Works: Place your order online or via phone. Once fulfilled, you will receive a message with Uber tracking information. The Uber driver will drop off the order and take a photo confirmation. You must unbag the balloons immediately.

  • Limitations: Available within a 20-mile radius of our store. No credits or refunds are available for orders delivered via this method.

  • Responsibility Disclaimer: Uber drivers are independent couriers and are not responsible for balloon quality. Charleston Balloon Company cannot guarantee float time or condition once the order is handed off to the driver.

  • After-Hours Orders: If the same-day cutoff has passed, you may call us directly to see if we can manually schedule an Uber delivery (subject to an additional phone-ordering fee).

5. Custom Event Policies & Procedures

Event Minimums & Scheduling

  • Monday–Friday Minimum: $750 (Product only; excludes tax, delivery, installations, or premium upgrades).

  • Sunday Policy: No events are scheduled. As a small family business, we reserve Sundays for rest and religious observance.

  • Note: Events are classified by delivery, installation, setup complexity, large quantities, and/or rental items.

Booking, Deposits & Payments

  • Event Deposits: Certain events require a deposit during the application process. Deposits are non-refundable but will be applied directly toward your event total.

  • Confirmation: Full payment is required to formally reserve your event date on our calendar and initiate product ordering.

  • Invoicing Timelines: Quotes are typically invoiced within one week of request. Payments must be settled within 3 business days of invoice issuance, or the request may be archived due to high volume.

  • Communication: It is the client's responsibility to check spam/junk folders for invoices and critical updates from CBC.

Cancellations & Event Rescheduling

All payments are non-refundable but are transferable to a future event date (subject to the pricing/rates active at the time of the new date).

  • Rescheduling Requests: Must be submitted in writing at least 7+ business days prior to the event.

  • Cancellations: Cancelations made with less than 7 days' notice, or those not submitted in writing, may result in total forfeiture of payments or a maximum 50% partial return pending internal evaluation.

On-Site Rules & Space Classification

  • Indoor Spaces: Defined as an enclosed space with 4 walls, a ceiling, active temperature control, and closed doors.

  • Outdoor Spaces: Defined as any space failing to meet indoor criteria (e.g., pool areas, pavilions, open garages, porches).

  • Handling Restriction: Event attendees and third parties may not touch or handle balloons until the setup is complete and CBC staff has left the site. Premature handling or tampering transfers all structural and quality liability to the client and may result in damage fees.

Inclement Weather Policy

CBC will follow any pre-requested weather instructions outlined in your initial event application. If no instructions were provided, our standard Inclement Weather Policy applies to hurricanes, tropical storms, official states of emergency, heavy rain, high winds, tornadoes, or extreme temperatures. Affected productions will be paused, and materials saved for a mutually agreed-upon rescheduled date.

Photography & Videography

CBC staff will never share photos/videos of sensitive venue areas without client approval. Non-sensitive photography of our setups during and after the event is fully permitted for marketing and portfolio purposes while respecting guest privacy. Prior written approval is required for clients to use CBC property or branding for commercial purposes.

Venue Access & Rental Removal

  • Standard Rental Period: All rental items (frames, helium tanks, etc.) include a 7-day rental window. Extensions of up to 20 additional days (27 total) must be requested 48 hours in advance and will incur extra fees.

  • Removal Access: Removal windows are pre-scheduled at the time of invoicing. Clients must provide venue access at the scheduled time.

  • Mandatory Contacts: A designated Second Point of Contact (POC) phone number is mandatory for both setup and removal windows.

  • Denied Access Penalties: If our crew is denied access during the scheduled removal window, a secondary removal fee will be billed to cover extra labor and transportation. Additional fees will apply for unretrieved, missing, or damaged equipment.

6. Helium Tank Rentals (DIY Inflating)

Skip the store runs! Our helium tank rentals make it easy to inflate balloons at home on your own timeline. Perfect for birthdays, graduations, and DIY party setups.

What’s Included

  • Your choice of Helium Tank size.

  • An easy-to-use latex regulator nozzle for quick inflation.

Tank Size Guide

Tank Size Estimated Capacity Best Used For
Size 27 (Small Party) Fills ~50 standard 11" latex balloons Small parties and simple at-home setups.
Size 55 (Large Party) Fills ~100 standard 11" latex balloons Large celebrations or dense balloon looks.

How It Works

  1. Book Online: Reserve your tank online (we suggest scheduling pickup for the day before your event).

  2. Pick Up: Grab the tank and regulator from our Charleston shop.

  3. Inflate at Home: Inflate your decorations on your own schedule.

  4. Return: Bring the tank and regulator back within your scheduled rental window to avoid late fees.

Important Details

  • Latex Only: Standard rental regulators are for latex balloons only. If you plan to inflate foil/Mylar balloons, please specifically request a foil regulator rental.

  • Float Times: Balloon float times vary heavily based on balloon size, manufacturing quality, and climate environment. If you need your latex balloons to float longer than 8 hours, ask our staff to add HI-FLOAT to your order!

  • Complete Your Kit: Don't forget to add balloons, string, and curated decor packages to your tank rental checkout for a complete party kit!