Frequently Asked Questions

Yes! Self-collection is available at 22 New Industrial Road, #02-10, Singapore 536208. Please choose your preferred collection time slot at checkout.
(Address is strictly for self-collection purposes, no walk-ins. Thank you!)

Yes you may but it is subjected to availability and must be requested 24 hours in advance. Therefore, please be sure of your preferred time-slot before ordering or inform us in advance regarding the change.

In the event that you will be late for your self-collection, there may be a chance that we are out for setups and will only be able to pass you your order at the next available time-slot. Please do collect your orders within your chosen time-slot to avoid any inconvenience. Thank you for your understanding!

We do not offer free delivery as we believe in only paying for what you need to keep prices low. Live nearby and do not need delivery? Prefer to use your own vehicle? Save on delivery!

Sorry but we do not provide helium inflation services. Please consider purchasing helium balloons from us.

We are an online-based business and do not have a retail shop. Additionally, most of our signature products are specially customised and would need advance notice. For the same reason, we do not accept cash on delivery and would only process the order once payment (local bank transfer, PayNow payment or credit/debit card payment) is in. Please make your purchases online and opt for self-collection or delivery.

Unfortunately, we do not have products on display. Our products are mostly customised, made to order and have limited life-spans. Please refer to our product listings for pictures, thank you!

Although these are the lead times, they are subjected to change in the event of sudden increase of orders. Therefore we encourage customers to make their orders as soon as possible. It is to secure your preferred delivery or self-collection time slot too!

Yes, we do accept next-day and same-day orders (except products with specific lead times that require acknowledgement)

However, there are some limitations to same-day deliveries:

• Order cut-off time is 2PM
• Local bank transfers or PayNow payments have to be in by 2:15PM
• Please select the time slot “As Soon As Possible” ONLY
• Orders will be delivered anytime after payment is received (Latest at 9PM) depending on drivers’ schedule and availability

Regarding same-day collections:

• Order cut-off time is 2PM
• Local bank transfers or PayNow payments have to be in by 2:15PM
• Only available for the following time slots: 3-4PM, 4-5PM

After you log in into your account, click “ORDERS” under the Menu option. You will see one of the following statuses:

• Pending payment – Order received and awaiting payment.
• Failed – Payment failed or was declined.
• Processing – Payment received and the order is being processed.
• Completed – Order fulfilled and has been already sent out.
• On-Hold – Awaiting payment.
• Cancelled – Cancelled by shop manager or the customer.
• Refunded – Refunded by shop manager.

Order that has been processed or shipped cannot be cancelled or changed. Please drop us a WhatsApp at +65 9838 6997 or email contact@joyavenue.sg for further assistance.

In the event that there is a missing item, we can either issue you a refund or can deliver the item to you the next available time slot.

In the event that you receive a damaged product…

Customised Gifts or Pet Bowls:

• Do let us know within the same day with a photo via WhatsApp or email. We will review it on a case-by-case basis and arrange accordingly.
• All items are customised by hand one-by-one and are checked before sending out so chances are unlikely, rest assured!

Balloons:

• Balloons are inflated at least 30-60 minutes before the courier picks them up/ your collection time slot to ensure that there are no defects as defects usually show within the first 10-15 minutes of inflation.
• Please check your balloon order during the handover. Once the handover is made, the balloons are under your care and responsibility. Please see “care instructions” to find out more.

Returns and refunds are not possible as most of our items are specially customised and cannot be resold. Please double check your order (address, word customisation, colour etc) before making payment.

Purchases from our website can be paid via Credit or Debit cards. Payment via bank transfer or PayNow is possible too!

A transfer can be made to

• OCBC 565-213667-001
• PayNow to 9838 6997

We do not accept cash on delivery and would only process orders once payment is in. Please make your purchases online and opt for self-collection or delivery.

You will receive a payment confirmation email if the payment is successful. Otherwise, the payment is unsuccessful.

You can also check your payment/order status under your account at here.

With the proper care (refer to dos and don’ts), our balloons will have the following lifespans.

Do note that latex balloons will turn cloudy due to exposure to air and sunlight. Keeping them away from direct sunlight will delay it. However, the balloons are still pretty, fun and whimsical even if they are slightly cloudy!

DOS:

• Do place balloons in a cool environment (but not too cold as the balloons would seem slightly smaller)
• Do treat the balloons with gentle care
• Do keep balloons away from high heat, rough surfaces and sharp objects
• Do opt for collection/delivery 1-2 hours before your celebration to ensure that they look their best. It is not recommended to opt for delivery/collection for more than 2 hours before your celebration.

DON’TS:

• Don’t place latex balloons in direct sunlight (placing latex balloons in direct sunlight will turn your balloons cloudy fast)
• Don’t leave balloons in the car without the air-condition turned on
• Don’t place in the car boot
• Don’t assert large force on the balloons
• Don’t place balloons where there are very strong winds

JoyAvenue strongly do not recommend collection or delivery more than 2 hours from time of celebration due to limited balloon lifespans (below). We will not be liable should you decide to do so. There will be no refunds, replacements or exchanges.

Please take note that it is normal for bubbles to form in the customisation as time passes. There will be no refunds, replacements or exchanges offered.

We may be able to extend the lifespans of SOME balloons but there will be additional charges and some limitations. Please contact JoyAvenue via WhatsApp Message for more information.