FAQ's (Frequently Asked Questions!)
How do I order from Up & Away Balloon Co.?
There are several ways you can get in contact with us to place an order.
- Message us directly through our Facebook or Instagram pages
- Send us an email to
- Text us at 1.780.788.9534
We do not take orders through phone calls to ensure we have your request in text form to help ensure accuracy! If you would like to contact us by phone to discuss an order or ask questions please feel free to do so, after the phone conversation we will contact you by Facebook Messenger, Email or Text Message to transcribe your request and obtain any necessary information from you to complete your order.
How do I pay for my order from Up & Away Balloon Co.?
When you place an order with Up & Away Balloon Co. we send an invoice directly to the email address that you provide us.
Invoices can be paid by any Major Credit Card or Electronic Money Transfer. We use Square to process Credit Card payments. To help ensure security we never take your credit card number over the phone or in any form of written communication. Electronic Money Transfers can be sent to firstname.lastname@example.org.
You will be provided a payment receipt once payment is confirmed.
What is your payment & cancellation policy?
Payment is due at time of order. Orders are not confirmed into our schedule until payment is received.
For orders that are pre-booked 30 days in advanced of delivery/event date and are more than $150.00, we require a 50% deposit at the time of order to reserve your selected date and time, the remaining balance is due 14 days prior to your delivery/event date.
If you cancel within 14 days of your delivery/event date you will be able to reschedule your order for a future date (Pending Schedule Availability) or receive an in-store credit of amount paid to use on a future order. We do not offer cash refunds within the 14 day period of your delivery/event date.
If your order includes any special ordered items that we do not stock on regular basis, you will not be given in-store credit for those items. These special ordered items are yours and the value will be deducted from any in-store credit. We will make arrangements with you to pick up these items at your earliest convenience.
What is your balloon replacement policy?
We take great pride in providing only top quality latex balloons from Qualatex. All of our latex is pretreated with Hi-Float™ to help ensure you get the maximum helium float time from your latex balloons.
Typically, your latex balloons indoors should last anywhere from 7-14+ days. Extreme temperature changes (heat or cold), exposure to sunlight will affect the life of your latex balloons substantially. We cannot guarantee how long your balloons will last.
Latex or Foil Balloons used in outdoor arrangements are not guaranteed to last any specific amount of time. Sun, heat, rain, wind, etc will affect the lifespan of your balloons.
Once you balloons have been delivered we are not responsible for any popped or deflated balloons as we cannot control the environment or handling of the balloons.
How far in advance should I place my order?
We advise to book your order in with as much advance notice as possible, this helps ensure that we have the supplies and the availability to get you booked in!
We understand life is hectic sometimes and you may need a last minute order, we're always happy to help out with those as well! If we have availability in our schedule we will be glad to get you set up for a balloon delivery!
What if I want something you don't normally stock?
We always want to help you make your event as special as possible and sometimes that includes a special theme that we don't stock on a regular basis.
We can always check with our vendors for any special requested themes or items. Orders for special requested themes or items must be made at least 3 weeks prior to your delivery/event date. Any special item request under the 3 week timeframe will be subject to a "Rush Order" charge of $9.99+Tax
Will my balloon order really look like my digital sample I was provided?
At Up & Away Balloon Co. we want to make sure that you're happy with what you're ordering before you order it! That's why in some cases we will provide you with a digital sample of what your balloon bouquets or decor will look like prior to you placing an order.
Any colour changes or adjustments can be determined at this stage until you're happy with your selection!
Will my balloons arrive at the time I selected to have them delivered?
We make every effort to accommodate you for your requested delivery time (pending availability) and strive to deliver your order on time every time. We allow a 30 minute window around your selected delivery time to allow for other deliveries and any unforeseen circumstances such as traffic, etc. If your appointment email notification advises of an 11:00AM delivery, your order will show up between 10:45AM - 11:15AM. If for any reason we are unable to make your delivery time, we will get in touch with you!
What happens if no one is home to receive my balloon delivery?
We will always send you a message through the communication means that you've been chatting to us with to remind you that your balloon delivery is on the way. If we are not notified that you will not be home and make a delivery attempt there will be a re-delivery fee and you will need to contact us to reschedule your delivery time.
If you are sending balloons to someone as a gift, it is your responsibility to make sure they are aware you have a delivery scheduled for them at the selected date and time.
I've purchased latex/foil balloons elsewhere, can you inflate them?
Unfortunately, we've had to make the hard decision to stop inflating outside latex/foil balloons. Due to the poor quality of some latex/foil balloons there was an excessive amount of wasted helium. With helium at such a high demand and high cost we decided to just fill latex/foil balloons that we've tested and trust their quality.