Last updated: October 15, 2026
Damaged, defective or missing items
If anything in your kit arrives damaged, defective or missing, contact us within 7 days of delivery with your order number and a photo. We'll send replacements at no cost, or refund the affected items if a replacement can't arrive in time.
Returning an unopened pre-made kit
Changed your mind? You can return a pre-made kit within 30 days of delivery as long as the box and its balloon bags are unopened and in their original condition.
- Contact us first with your order number so we can confirm your return.
- Return shipping is paid by you, unless the return is because of our mistake.
- Once we receive and check the kit, we refund the item price to your original payment method. Original shipping charges, including expedited shipping, aren't refundable.
What can't be returned
- Opened or used kits. Balloons are single-use, so once the balloon bags are opened or the balloons are inflated we can't take them back.
- Custom arches. Custom kits are made to your design, so they can't be returned unless they arrive damaged, defective or incorrect.
- White-glove installations once the install has taken place.
Cancelling an order
You can cancel for a full refund any time before your kit ships. Contact us as soon as possible with your order number. Once a kit has shipped, the return rules above apply. For white-glove installations, cancellation terms are confirmed with you when the booking is made.
Refund timing
Approved refunds are issued to your original payment method. Your bank or card provider usually takes 5–10 business days to show the refund.
Coupons and rewards
If you used a coupon, the refund is the amount you actually paid. Rewards cashback earned on a refunded order is removed.
See also our shipping policy and terms of service.
Questions? Email inquires@party-box-usa.com or send us a message and we'll get back to you.