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. Last time slot is 4-5PM as we close at 5PM.

We do accept same-day collections too. Please select the 3-4PM or 4-5PM time slot.

(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!

We are an online-based business and do not have a retail shop.

Most of our signature products are specially customised and would need advance notice, thus no walk-in purchases. 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.

Yes, we do accept next-day and same-day orders!
Excluding products with specific lead times that require acknowledgement, example shown below:

However, there are some limitations to Same-day Deliveries:

• Order cut-off time: 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 8PM) depending on drivers’ current route and availability
• If you do have a preferred time range, let us know and our driver will accommodate if possible

Regarding Same-day Collections:

• Order cut-off time: 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

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.

Customisation for gifts, mainly drinkware, is done via water proof vinyl. Please follow the following care instructions to prolong the longevity of customisation.

DOS:

• Do gently hand wash with soap water
• Do use a soft sponge to wash the interior if you wish

DONTS:

• Don’t scrub roughly on the customisation to prolong the durability of it
• Don’t use it in the oven, microwave, steriliser etc (avoid high heat)

Embroidery:

• Gently hand wash surface only
• Do not tumble dry, dry clean or iron.
• Not recommended to clean in a washing machine

Other customised textiles:

• Use mild detergent and cool water
• Turn apparel or product inside out (if possible) before washing
• Hang dry
• Follow sewn-in care instructions (if available) too

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.

If your credit or debit card payment is successful, you will receive an order confirmation in your email. It also serves as an invoice. Please check your spam mail too. If no email or a “Order Failed” email is received, your order is deemed unsuccessful.

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

PayNow and local bank transfers will be manually confirmed by our staff.

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

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!

Advance orders of at least 1-2 days are recommended so that you will be able to select your preferred delivery or collection time slot.

We welcome same-day and next-day orders for most products!
Excludes products that require acknowledgement on lead time. Example below:

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:

• 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 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.
• However if there are any defects or missing items upon handover, please alert the driver or JoyAvenue immediately, assistance will be provided at once.

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

Our team will follow the details as shown in your order confirmation (can be found in your email)