FAQ + T&C

At Charleston Balloon Co., we want your celebration to be completely seamless and stress-free! Whether you're curious about local delivery windows, helium float times, venue installation, or our party policies, we've gathered everything you need to know below.

Have a question not answered here? Our team is always happy to help. Contact us or give us a call at 843-856-9121.

Last updated: November 2, 2026

Our Policies

This page is the plain-language summary of how we do business. The full text of each policy is available at these links:

Return & Refund Policy
Shipping & Delivery Policy
Terms of Service
Privacy Policy
Your Privacy Choices (data sharing opt-out)
Contact Information
Disclaimer
Accessibility Statement
Balloon Decor Care Guide (storage, heat, weather and handling tips)

1. Refunds, Cancellations & Store Credit

Full text: Return & Refund 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. 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

Full text: Return & Refund Policy

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 by email to inquiry@charlestonballooncompany.com and must include photo or video evidence.
Resolution: Approved claims will be resolved exclusively through a replacement of equal value or Store Credit.

Final Sale Items

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

Custom, personalized, or staff-designed orders (once production has begun).
All latex balloons already inflated at the time a claim is received, and bags of latex that are uninflated and taken at any point.
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 (these can be rescheduled with at least 24 hours' advance notice, but not refunded or credited), 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

See also: Disclaimer and Balloon Decor Care Guide

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. For tips on protecting your balloons from heat, sun, wind, and rain, see our Balloon Decor Care Guide.
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: Pickup, Delivery & Uber

Full text: Shipping & Delivery Policy

Do you ship balloons?

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

Method A: In-Store Pickup

Vehicle capacity guide

If you are unsure how many balloons can safely fit in your vehicle, please check this chart before you arrive.

Vehicle type	Estimated balloon capacity (standard 11" latex)
Sedan / Compact	about 25 to 30 balloons
Crossover / Small SUV	about 50 to 60 balloons
Large SUV / Minivan	100+ balloons or small balloon arches

How to load your vehicle

We pre-bag your order to prevent balloons from tangling or flying away. We 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 at once creates a wind tunnel that can pull balloons out into the street. Unbag your balloons as soon as you arrive at your destination.

For how to store and handle your order after pickup, see our Balloon Decor Care Guide.

Payment & unclaimed orders

Advance payment: All orders must be paid in full in advance (online, by phone, or in person). Orders will not be released without payment.
Forgetting a pickup: Orders not picked up on the scheduled date and time are not eligible for a refund or store credit. We cannot guarantee the float time or quality of unclaimed orders.
Disposal: Orders 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.

Arrival & check-in

Arrive 5 to 10 minutes before your scheduled window.
State the name on the order to a staff member.
Sign out the order on our pickup sheet. Once signed, full responsibility transfers to the customer.
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

How to schedule

Add items to your cart and select Delivery at checkout.
Choose your desired date and select "Charleston Balloon Direct (8:00am-8:00pm)."
Complete checkout.

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 by email and are subject to availability and additional fees.
Cost: Delivery pricing is calculated at checkout and is subject to change based on economic conditions, inflation, and seasonal demand.

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 are:

Downtown Charleston: 29401, 29403, 29425
Lower Mount Pleasant & Islands: 29464, 29492, 29412
Mt. Pleasant: 29466
Sullivans Island: 29482
Isle of Palms: 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

Unattended deliveries & notifications

If no one is home: By default, we 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. If you will not be home, see our Balloon Decor Care Guide for storage and weather tips.
Day-of notifications: We typically send a text or 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 by 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. See our Balloon Decor Care Guide for how to store and care for them afterward.
Limitations: Available within a 20-mile radius of our store. No credits or refunds are available for orders delivered this way.
Responsibility: 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 to the driver.
After-hours orders: If the same-day cutoff has passed, you may call us to see if we can manually schedule an Uber delivery, subject to an additional phone-ordering fee.

5. Custom Event Policies

Event Minimums & Scheduling

Monday to 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.

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 and junk folders for invoices and critical updates from us.

Cancellations & Event Rescheduling

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

Rescheduling requests: Must be submitted in writing at least 7 business days before the event.
Cancellations: Cancellations made with less than 7 days' notice, or 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: An enclosed space with 4 walls, a ceiling, active temperature control, and closed doors.
Outdoor spaces: Any space that does not meet the indoor criteria (for example pool areas, pavilions, open garages, porches).
Handling restriction: Event attendees and third parties may not touch or handle balloons until setup is complete and our 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

We 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. For outdoor and weather care tips, see our Balloon Decor Care Guide.

Photography & Videography

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

Venue Access & Rental Removal

Standard rental period: Event rental items (such as frames) include a 7-day rental window. Helium tank rentals follow their own 3-day window (see Helium Tank Rentals, section 6). 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)

Full text: Helium Tank Rental Policy

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 about 50 standard 11" latex balloons	Small parties and simple at-home setups
Size 55 (large party)	Fills about 100 standard 11" latex balloons	Large celebrations or dense balloon looks

How It Works

Book online: Reserve your tank online (we suggest scheduling pickup for the day before your event).
Pick up: Grab the tank and regulator from our Charleston shop. The person who placed the order must be present with a valid government-issued driver's license and the credit card used for the order.
Inflate at home: Inflate your decorations on your own schedule.
Return: Helium tank rentals are 3 days: pickup day is Day 1 and return day is Day 3. Bring the tank and regulator back by your return day to avoid late fees. Returns have a 24-hour grace period; after that, a late fee of $25 is charged to the card(s) on file each day. If a tank has not been returned within 72 hours after your return day (the 24-hour grace period plus 48 more hours) and you have not contacted us by email at inquiry@charlestonballooncompany.com, the card(s) on file will be charged the full replacement cost of the tank, in addition to the late fees already charged. Extenuating circumstances are reviewed case by case at our discretion.

Important Details

Rescheduling: A tank rental can be rescheduled with at least 24 hours' advance notice before your scheduled pickup. Helium tank rentals are otherwise final, with no refunds or credits.
Latex only: Standard rental regulators are for latex balloons only. If you plan to inflate foil or Mylar balloons, please request a foil regulator rental.
Float times: Balloon float times vary heavily based on balloon size, manufacturing quality, and climate. If you need your latex balloons to float longer than 8 hours, ask our staff to add HI-FLOAT to your order. See our Balloon Decor Care Guide for helium balloon care and storage tips.
Complete your kit: Add balloons, string, and curated decor packages to your tank rental checkout for a complete party kit.
Safety: Do not inhale helium. See the safety warning in section 3.

Anyone redeeming a "Free Balloon" token, coin, or similar promotional material at Charleston Balloon Company is subject to the following terms:

Limit one per person: Redemption is limited to one (1) air-filled balloon on a stick (or an alternative item of equal value chosen at the sole discretion of our staff).
Forfeiture required: The physical token or promotional material must be surrendered to a staff member at the time of redemption.
No cash or credit value: Promotional items are non-transferable and cannot be exchanged or traded for cash, check, or store credit.
Subject to change: Promotional offers are subject to availability and may be modified, paused, or expired at any time without prior notice.

8. Privacy

Full text: Privacy Policy | Your Privacy Choices

Charleston Balloon Company respects your privacy and is committed to protecting your personal information. Our full Privacy Policy explains how we collect, use, and share your information when you visit our website, make a purchase, interact with our services, or use our AI-assisted chat features.

AI-assisted chat (Shopify Inbox). We use Shopify to power AI-assisted chat on our online store. When you interact with our AI chat (Inbox agent), Shopify processes your chat communications and other customer data to generate responses and to improve the quality of the Inbox agent over time. Shopify acts as our service provider in processing this data on our behalf. For more details, review Shopify's Privacy Policy.

Information we collect. We collect information you provide directly (such as name, contact details, order information, and chat messages) and automatically through cookies and similar technologies when you browse our site or use our services.

How we use your information. We use your information to process orders, provide customer service, improve our products and website, communicate with you, and comply with legal obligations. This includes using Shopify's AI tools to enhance chat experiences.

Data sharing. We may share your information with service providers like Shopify, payment processors, delivery partners (such as Uber), advertising and analytics partners (such as Google, Meta, Pinterest and TikTok), and as otherwise required by law. You can opt out of data sharing for targeted advertising on our Your Privacy Choices page.

Your rights. You may have rights to access, correct, or delete your personal information depending on your location. To exercise these rights, contact us at inquiry@charlestonballooncompany.com.

Contact Us

Charleston Balloon Company
630 Skylark Drive - Unit D, Charleston, SC 29407
Phone: 843-856-9121
Email: inquiry@charlestonballooncompany.com