Shipping & Returns
All orders are processed and shipped from our warehouse in Egypt. Once an order is submitted, we begin to process it the following business day. Orders are packed and shipped Saturday-Thursday . Orders placed on the weekend and select holidays are processed on the next business day.
If we are unable to process your order due to inaccurate or incomplete payment information, your order processing may be delayed an additional 2 business days.
Shipping Rates : We will ship your order from
Order Processing Time: Usually we need about 2 working days to process your order .
Delivery time : Usually shipping takes 4-6 days for delivery . Please be aware that we are not responsible for any customs delays or duties that occur in your country .
Shipping Carrier: We ship via trusted global international worldwide couriers like ( DHL , FEDEX , UPS ) , After shipping we will send you a notification with courier name and the tracking number to know when to expect the delivery.
Shipping Destinations: Recently we can ship only to the following countries
Shipping companies do not always require a signature at delivery. Please use the tracking information emailed to you and watch out for delivery of your package
If your package shows delivered and you did not receive the package:
- Please check with others in your household, neighbors and your leasing office.
- If you still can’t locate your package, customer is responsible for contacting the shipping company and opening a trace. A trace allows the driver who delivered your package to re-trace his steps and confirm where the package was left.
- Opening a trace can take up to 5 business days. Once complete, if the package is not found, please contact us info@BonBalloon.com and we will take from there.
- Packages will not be replaced or refunded until the shipping company closes the case and has declared the package lost.
All of your items are made to order, inspected by our quality control team and packaged with love & Care. But damaged packages due to mishandling in transit or by customs can happen. In cases like this, be sure to keep the packaging and take photos of it so that we can file a claim for any damaged items. Contact info@BonBalloon.com and we will assist you.
CHANGE OF ADDRESS:
- A change of address can only be done BEFORE the order has shipped out. Once the order has shipped, it is the customers responsibility to call shipping company and update the address
- We will not be responsible for a package going to the wrong address because of misinformation the customer entered.
- If you are away and will not be home to accept a package, you will have to call the shipping company and make arrangements for pick up or re-delivery.
REFUSED & RETURNED PACKAGE:
The cost of refusing a package is double the cost of shipping. Costs associated with refusing a package will be assumed by the customer and a 25% restocking fee will be assessed to the order.
Please contact BonBalloon if there is an issue with accepting your package. BonBalloon will not be responsible for orders that are returned or destroyed because the shipping company cannot get a hold of the customer. Once we email your tracking information, it is the customers responsibility to look out for their tracking email and track their package.
WRONG OR DAMAGED ITEM RECEIVED:
If you received an incorrect or damaged item, you must contact our team within 48 hours for assistance. info@BonBalloon.com
All of our items are made to order, so damage to an item will most likely occur in transit.
If an item is damaged in transit than it will need to be reported within 7 days or we will not be able to debit the shipping company.
Failure to notify us of a damaged, incorrect or faulty item within 48 hours will forfeit your right to receive a replacement or credit for the item.
If a faulty item is received, please email info@BonBalloon.com with the following:
- Order number
- Item with the issue
- Picture of item showing the issue
- A picture of the invoice inside of the package
Package Mix-ups can happen. If you receive another customer’s package, contact us right away. We will make sure to work with you in a timely manner and correct the issue.
- Orders can be canceled or changed completely only within the first 24 hours of placing the order.
- We CANNOT guarantee cancellations or changes after 24 hours, our Goal is to process and ship orders in a delicate and fast way usually same day or next day to ensure it will be delivered in the expected time .
- If we are able to stop your order in the middle of processing time, it will be assessed a 25% restocking fee.
- Contact Information for any questions or concerns about shipping.: Please contact our customer service team through Email : info@BonBalloon.com
Returns & Refunds
- Only un-tampered product may be returned within 30 days of the date of purchase.
- To be eligible for a return, your returned item must be in the same condition that you received it, unworn , unopened or unused, with tags attached , and in its original packaging. You’ll also need the receipt or proof of purchase.
- Returns will be refunded in the same way in which the original purchase was made, within 10 days of our receiving your returned product.Your refund will include the cost of the item excluding any customization, plus any applicable sales tax.
- Original discount and promotions will not be reflected in the refund.
- Shipping and handling costs are non-refundable.
- All the returned items will be processed at our US office.
If you need to return an item, please call us or text customer service at +1 401-239-3664 or email us at info@Bonballoon.com
Please note that returns will need to be sent to the following address:
429 Sand Turn Road , West Kingstone
Rhode Island , 02892 , USA
Please email us with your package return tracking number and the shipping courier details to expect its delivery ,when sending back your return, please include a short note explaining the reason for your return. We strongly recommend using a Delivery Confirmation to insure that your shipment has reached its destination.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@BonBalloon.com