RETURN & REFUND POLICY

Not happy with your purchase?

Please contact sales@oneup.live. We are more than happy to fix any issues you may have.

RETURNS FOR SHIPPING:

You have 30 calendar days to return an item from the date you received it. If 30 days have gone by, unfortunately, we can’t offer you a return, refund, or exchange.

Returned items must be unused, in their original packaging, and in the same condition that we sent them to you.

Damaged boxes, stains, folded cards, broken seals/plastic foiling will not be accepted.

No refunds on helium items like balloon bouquets, Numbers, Foils, etc..

All returns must be authorized by a One Up Customer Service Team member.

One Up reserves the right to reject a refund or exchange if the condition of the product shipped back to us is not in acceptable condition.

Please note: One Up does not cover the cost of return shipping.

Contact us at sales@oneup.live to initiate a return!

DAMAGED OR DEFECTIVE ITEMS

We know how frustrating this situation can be. We will issue you a brand new item once we confirm the item was defective.

For damaged or defective items, shipping costs are to be covered by us.

We’ll provide return instructions for the damaged or defective item. Be sure to complete this process within 30 days of the delivery date.

We apologize for your less-than-perfect experience.

REFUNDS

Once your return is received and inspected by our team, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed within 5-10 days, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

We do not refund postage for lost, unclaimed, or undelivered packages.

If a package is returned as undelivered/unclaimed, it is the customer’s responsibility to follow up with the postal carrier.

If a package is returned or abandoned for refusing to pay the country’s legal import tax, it is the customer’s responsibility and we reserve the right to refuse the refund.

Please note shipping fees are not refundable (if initially covered by us, they will be deducted from the return payment).

Order Not Received

If your item has not arrived within 30 business days from the order date, please contact sales@oneup.live and we will promptly take care of you.

Full refunds are issued if/when a customer has not received their order after 30 business days from the order date. A reshipment is optional and covered by us.

Customers requesting for a refund when the parcel is still in transit before 30 business days of the order date will not be allowed.

It is the customer’s responsibility to follow up with the postal carrier.

While most packages will arrive on time, there may be circumstances and delays that our carriers may experience such as unforeseen weather, international public holidays, natural disasters, etc. For this reason, we do not guarantee the exact delivery time. Orders facing delays due to unforeseen circumstances are not responsible by www.oneupballoons.ca. Please reach out to your local courier to find out the status of your parcel or reach out to sales@oneup.live for further assistance.

IMPORTANT: Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. You have 24 hours to change or correct your address before we ship your order out. Costs to reship the package will be invoiced to the customer. 

We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery.

CANCELLATIONS

Please note that there are no refunds or cancellations 24 hours after placing your order. Store credits only.

LOST OR STOLEN PACKAGES

One Up is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, One Up will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.