Balloons N Beyond

DELIVERY PROTOCOL

Collection / Pick up & delivery protocol have been outlined to provide customers for guidance & customer expectations of their arrangements ordered from Balloons N Beyond. However, this is subject to change dependent on delivery circumstances.

AMENDMENTS :

Balloons N Beyond reserve the right to alter, modify, add &/or remove information relating to this protocol at any time.

DELIVERY TERMS OF SERVICE:

Balloons N Beyond engages on occasion with a third-party courier partner to facilitate with the delivery of goods & arrangements on behalf of Balloons N Beyond. Balloons N Beyond will not be held responsible for any loss, damage or theft in transit.

The client/purchaser will be held responsible for ensuring all delivery details are accurate & correctly communicated. Once your balloon order leaves our hands to yours (or your recipients), Balloons N Beyond is not liable, nor accept any responsibility once they are out of our care regardless of if they have been collected from our Balloon Headquarters or delivered to requested destination. If no one is present at time of delivery, Balloons N Beyond will endeavour to take all reasonable measures to ensure the arrangement is positioned in the safest place possible when left unattended. At your request, if you choose delivery not to be left unattended, the goods will be returned to the Balloon N Beyond Studio & client will be held responsible for any association regarding redelivery fees or alternative pick up can be arranged by client with 24 hours.

Please note, we do not offer any refunds, nor free replacements or redesign if balloons pop or deflate once out of our hands. NO exceptions apply! We are happy to redesign balloons with 15% off as a redesign discount. However, please note that wait times will apply, should we be busy with other orders.

DELIVERY TIMES:

Deliveries take place from 8.30am – 3.30 pm Monday to Friday. After hours delivery is available at clients requested for additional charge. Deliveries for Saturday occur between 8.30am - 12.00pm or after 1.00pm by appointment only. Deliveries on Sunday are by appointment only & incur surcharge. Due to the changing nature of our drivers schedule daily, we are unable to provide a specific ETA for Monday – Friday Deliveries (sorry for the deflating news).

The customer is responsible for ensuring the delivery of goods are to a secure premises ( eg: unit blocks, apartment blocks, secured building, gated premises) will be received by the recipient. The customer is also responsible for ensuring the premise is accepting of balloons as an acceptable good. Beyond n Beyond does not accept PO BOX for delivery address.

DELIVERY PROTOCOL FOR PREMISES:

Residential Homes:

If your order is being delivered to a residential premise, our driver will knock &/or ring doorbell (if applicable) to notify recipient. If no one is present at the home, we will proceed with the “Not There” protocol.

Restaurant / Venue:

If your order is being delivered to a restaurant / venue, our driver will converse with staff regarding reservation. If staff instructed where to position order, driver will proceed with their instructions as per restaurant / venue protocol. If staff are unfamiliar with reservation, driver will contact customer to ask how to proceed further. If customer is unavailable, driver will proceed with the “Not There” protocol. It is advised to get in contact with restaurant / venue prior to placing your balloon order so they are aware of your balloon will be delivered prior to your reservation.

Schools:

If delivery to a school, our driver’s protocol is to leave with the school reception, even if the recipient is not present at time of delivery. If the driver has been notified the recipient is not available for the day and the school will not accept the order, we will follow the “Not Present” Protocol.

Hospital / Aged Care Facility:

If delivery to take place at a hospital, our driver will follow all protocols as per the hospital. This may vary depending on hospital procedures (such as delivering directly to recipients’ room (even if they are not present), leaving at nurses’ station or hospital administration desk. If the recipient has been discharged, the driver will follow the “Not Present” Protocol

Commercial Premise & Places of Employment:

The driver is instructed to leave the order at reception, even in the instance that at recipient is not present at the time of delivery. If the driver has been notified the recipient no longer attends the premise, the driver will follow the “Not Present Protocol”. Balloons N Beyond will not be liable any loss, damage or theft when left with reception.

“NOT PRESENT” PROTOCOL:

Balloons n Beyond will not be held liable for any loss, damage, or theft when balloon orders/arrangements are left unattended at the premises. Please note, delivery charge is non-refundable.

(i)  In the event that the recipient is not present at the premise, the driver will contact the number provided for recipient (if provided).

(ii) If recipient is uncontactable, the customer who placed order be sent a message stating delivery left unattended with image provided.

Please note it will be at the delivery driver’s discretion to deem a location a safe place to leave unattended at residential premise.

In the instance that there is the potential that your order may be left unattended, customer may purchase a balloon bag when placing an order to avoid any unexpected pops of disappointment.

SITUATIONS DELIVERIES DEEMED UNSAFE:

-            The area is exposed to extreme weather conditions & balloon arrangement may potentially be damaged.

-            The are has sharp objects or plants within close proximity that may potentially pop the arrangement.

-            Driver is unable to reach a more enclosed area & the arrangement is within proximity to the public with enhanced likelihood of theft occurring.

-            The driver can identify suspicious activity near -by & suspects the arrangement may be stolen or damaged.

-            An individual has answered the door at premises, although unable to identify the recipient.

-            The premise is an apartment complex, secured building &/or gated premise.

-            The premise will not accept the arrangement of the ground of health, allergies to latex or other balloon materials.

In any of the above circumstances, customer will be contact via phone to determine whether to leave order as delivered or to return back to the Balloon Studio.

If the customer has decided to sent back arrangement to the Balloon Studio, Newcastle, these are the available options moving forward include:

·       The customer or recipient can collect arrangement from Balloon Studio during opening hours.

·       We can re-deliver free of charge the next time we are within that suburb. However, there is no guarantee for a day or time as this may be, although not limited in the following 1-2 days (or more). Please be mindful that balloons may not be as exuberating as their original inflated condition.

·    Alternatively, redelivery for the same day or following day is available for an additional charge (however, this is dependent on delivery availability).

PICK UP/ CURB -SIDE / CLICK & COLLECT PROTOCOL

PICK UP TERMS OF SERVICE:

After payment has been processed, customers will receive details via email confirming order, alongside Balloon Studio address for pick up/collection for their order(s).

We politely request all customers to arrange an allocated time window of 30 minutes for collection as staff are not always present for orders to be collected. We do our best to accommodate where we can, however we cannot make any promises. If order is unable to be collected within that time frame, Balloons N Beyond reserve the right to close the studio, thus an alternative time period will need to be arranged when the balloon studio is next open (this does not necessarily mean for the same day).

Collection of orders are by appointment only and take place Monday – Friday from 9.30am – 4pm & Saturdays by appointment only. Late pick up can be arranged, however, is not always guaranteed.  If a customer’s order is not collected by end of business day, the order will have to be collected the following business day.

If a customer is running late, it is common courtesy to get in contact with us to inform us at your earliest convenience. Please do not text message or DM as we do not actively monitor either and may not be responded to. Alternatively, if the matter is not urgent, we welcome emailing to balloonsnbeyondau@gmail.com.

PARKING:

Pick up for balloon arrangements is generally a rather quick process. We politely request you park in the street (there is plenty of street parking available) as the delivery driver readily uses the driveway and constantly in & out for order to run efficiently.

CURB-SIDE PARKING:

If your in a rush, no worries! Give us a shout on 0415 126 401 within your allocated window for pick up & we are more than happy to bring your order to your car!

CONTACT DETAILS:

If your running a little late OR need to make an alternate time, please call 0415 126 401. For those not so urgent enquiries, feel free to email us at balloonsnbeyondau@gmail.com.