Hello friend of BearloonSG! Before you place an order with us or engage in our services, please kindly read our Terms & Condition.
The terms (“we”, “us”, or “our”) refers to BearloonSG. While the terms (“you“, “your” or “themselves”) refers to the customer, receivers / recipients of our products or viewer of the website.
1) Ordering
- An email will be send to you immediately once the order is placed, please kindly check the details and inform us if you require any changes. We will not bear the responsibility for any incorrect information that result in delivering to the wrong address or failed delivery. If you do not receive any email, this might be due to payment issues, please kindly contact us at 8503 8355 or business@bearloonsg.com.
- Any changes in delivery information, you must contact us 24 hours prior to your delivery time slot. As we offer free same day delivery, our aim is to send the orders out as soon as possible, as such we will not be able to cater to last minutes changes. Any changes in made after our cut off time, will be case to case basis and re-delivery charges may apply.
- Billing address refers to the “buyer” details while shipping address refers to the “receiver”. All orders will be delivered to the shipping address by default and no receipt will be provided for all deliveries.
- We will not share any buyer’s details, please kindly do a sign off on the complimentary card that we provide.
2) Shipping
Please refer to our delivery policy for more detailed information.
- Customers are to be advised that incomplete or incorrect addresses will hinder the delivery process and might incur a re-delivery charge of $20 if it’s a failed delivery attempt.
- In the event that recipient is not present to collect the gift and there are no valid means to contact both buyer & recipient and item is rejected by building’s management/security , a self collection can be arranged or re-delivery will apply.
- There will be maximum of 10mins grace period of waiting time from the courier. Should the recipient exceed the grace period , the delivery will be deemed as failed.
- In any failed delivery situations, self collection or redelivery can only be arranged based on BearloonSG’s scheduling. As courier may take a few hours to return us the item, or for night deliveries, courier will only return us the item the following day.
- Perishables (helium balloons & flowers) that are not collected by the end of the day shall be disposed off due to the their limited lifespans. There will be strictly no refunds/exchanges given for uncollected balloons.
- Helium Balloons
- All helium balloons will be delivered in a protective bag. Customers are advised to only open the bag at the venue of your party or event. This will prevent balloons from tangling up. Also it is advisable to keep your balloons indoors and awhile from sun light to prolong the floating time.
- Floating Time
- Latex Balloons
- 12 inch latex balloons – approximately 15 – 24 hours
- 30 inch / 36 inch latex balloons – approximately 24 hours or more
- Foil Balloons
- 18 inch foil balloons – approximately 24 hours or more
- 20 inch Orbz balloon – approximately 24 hours or more
- 36 inch foil balloons – approximately 24 hours or more
- 40 inch foil balloons – approximately 24 hours or more
- Airloonz – approximately 1 to 3 days
- Bubble Balloon
- 24 inch personalised balloon – approximately 1 to 3 days
- Latex Balloons
- Personalised Items / Gifts
- All personalised item(s) will be shipped out by the next business day.
- Every personalised item(s) are designed, processed and packed carefully by our team but please kindly allow some imperfection due to human errors. Please only purchase if you are comfortable.
3) Damaged or Missing item(s)
- Perishables – Helium Balloons / Flowers
- Recipients are advised to check the balloons or flowers for any defects during the handover from the courier. Any issues with the product(s) upon receiving them, should be made known to us within 10 minutes (grace period). After which, it is agreed that receiver have accepted the balloons or flowers in good condition. BearloonSG should not hold any responsibility for any deflated or damaged goods.
- In the event of bursted latex balloon during delivery, the value of the burst latex balloon(s) only will be refunded to buyer in terms of store credits (with no expiry date).
- In the event that balloons / flowers have to be left at the doorstep or with other parties like (e.g security, reception, restaurant) as agreed by either buyer or recipient, BearloonSG will not be held responsible for any loss or damage upon delivery.
- BearloonSG understands that balloons & flowers are perishables, therefore any defects, damaged goods, we do offer a 1 hour grace period.
Within 1 hour of receiving the item(s), if it burst or deflate under your care, you can still contact us and provide a picture of proof. In this situation, we will do a one to one exchange (no question asked). However exchange can only be done at our studio, during our office hours.
- Personalised Gifts
- If item(s) is missing for your order, please kindly contact us immediately. In the event that item(s) is damaged, please kindly share the proof and we will make the necessary arrangement as per following:
- We will mail out new item(s) to you to replace for damaged or missing product(s), do kindly allow an estimated lead time of 3-5 business days via mailing.
- If you require the exchange urgently, you may visit us at our office, 03 New industrial road, Kimly building, #03-01 Singapore 536197. (Please do contact us beforehand with the picture of the damaged item(s))
- If item(s) is missing for your order, please kindly contact us immediately. In the event that item(s) is damaged, please kindly share the proof and we will make the necessary arrangement as per following:
4) Returns & Refund
- Customers are strongly advised to check their order details before checking out. Once orders been placed, it will be non-refundable & non-exchangeable.
- In any event of duplicated orders, refund will be made via store credits.
- In any event that products are missing or damaged upon delivery, you may request for a refund for the missing or damaged item(s) only, refund will be made via store credits.
- All refunds made via store credits with no expiry date. This is to prevent deduction of credit charges imposed by our payment gateway