Terms of Service
HOW TO ORDER
Place advance orders online (48 hours advance notice required). When placing an order online, you will need to provide the following information:
§ Your name and contact information
§ Your desired delivery/pickup date
§ If it’s a delivery, the recipient's name, address and phone number (including unit #, floor or buzzer number (if applicable), and business name (if being delivered to a business)
§ Your personalized card message
MINIMUM ORDERS
$20 (before tax and delivery) on Mondays through Fridays.
$100 (before tax and delivery) on Saturdays and Sundays
PAYMENTS
Once we receive your order, we will contact you for payment and give you delivery/pickup instructions. If paying over the phone, we accept visa, mastercard, amex and e-transfer. If you are coming into the store for pickup, we also accept debit and cash.
SUBSTITUTIONS, CANCELLATIONS AND MODIFICATIONS
We will make every attempt to fill the order as requested. However, due to seasonality and availability of product, we reserve the right to make substitutions of equal or greater value. We will use our best efforts to maintain the look and feel of the specific arrangement by the shape, size, style and colour combinations. We only accept modifications for the address, date, and time if the order has not yet been delivered. We cannot change the delivery date on the scheduled day. Balloons, once inflated, are non-refundable. For modifications, please call us at 647-391-4FUN (4386) or email us at ordersatspecialsurprise@gmail.com. Orders can be cancelled up to 48 hours before the event date by emailing us at ordersatspecialsurprise@gmail.com or calling 647-391-4FUN (4386). Any cancellations made after the 48 hour window are not subject to refunds. We reserve the right to limit, change or suspend delivery service due to unforeseen circumstances (ie. inclement weather, traffic, inventory availability, volume etc).
DELIVERY RATES, TIMES AND AREAS
We deliver in Vaughan and the Greater Toronto Area (GTA). Deliveries are based on 10am to 5pm delivery window. We require a flexible 48 hours advance notice delivery window for all orders in order to plan our daily delivery routes. In some circumstances, we can accommodate same-day orders but additional delivery fees may apply. We offer 1, 2 and 3 hour windows but additional fees will apply for those special delivery windows. Standard bouquet delivery rates range from $10 to $65. For large event decor pieces, additional delivery fees apply to cover set-up/installation and tear down (if applicable). Additional delivery charges may also apply and will depend on size, quantity and complexity. Large quantity and volume orders require additional time to process so it’s best to call or email us with large orders. For deliveries outside of our regular delivery zones or outside our normal delivery hours. please email us at ordersatspecialsurprise@gmail.com
OTHER DELIVERY TERMS
§ Delivery Fee Maximum - Max 50 (11” latex or foils), Max 10 (16”-20” latex), Max 2 (3’ jumbo latex)
§ Hospital Deliveries – we will require the floor, room number and/or ward number. Hospitals do not accept latex balloons so orders must be foil or bubble balloons.
§ Recipient Info – it’s important you choose a date/time when your recipient will be home and/or at work. If they are not there to receive the order, we will leave the delivery at the door or business. If we’re unable to leave the delivery at the door, there will be an additional delivery fee to re-attempt delivery. And if you give us the authorization to contact the recipient, we can arrange the delivery time with them. If the recipient’s address is incorrect and we are unable to reach you for the correct address, there will be an additional delivery fee to re-attempt the delivery. We are not responsible for deliveries made to the incorrect address provided to us by the customer.
§ Anonymous Deliveries – we can try to maintain the order as anonymous, but should the recipient request the sender’s name, we must provide it. Pricing details are not disclosed. Should the recipient refuse the delivery, the customer will be responsible for the cost of the delivery.
§ Hotels and Apartments – deliveries to hotels are made to the front desk or concierge. Customer must follow up to ensure the recipient receives the order. Deliveries to a condo is made to the security or property management office. And if they allow for it, we will deliver to the recipient’s suite door. The customer is responsible to follow up to ensure receipt.
§ Hall and Restaurants – deliveries to halls and restaurants are left in office, reception area or the room name provided by the client. If the customer does not have the room name, it is up to the customer to ensure that the venue is made aware of the delivery and who it is for and when it is coming.
§ Schools – Not all schools permit deliveries. For those that do, the delivery will be made to the main office. The customer is responsible to ensure that the school contacts the student to pick up the order.