📦 Shipping Protection & Peace of Mind
At Confetti, your team’s experience is our top priority. This Policy outlines how Confetti protects Standard and Rush Processing Orders.
Confetti ships domestically within the U.S.* through third-party carriers to bring the fun to your teams’ doorsteps, and our planning processes are designed to make sure all packages arrive before your big day. Between the warehouse and the front door, factors like weather and operational delays outside of our control can complicate matters. In other words, when ship happens we will be with you every step of the way!
*Some experiences may have state shipping restrictions due to local laws. These restrictions will always be listed on the experience’s page in the How it Works section.
*Please note, at this time we are unable to ship to P.O. Boxes and/or Fetch addresses. We appreciate your understanding here!
🛡️ Shipping Insurance Coverage
Our insurance policy is built to provide solutions for affected participants at no additional cost to you. If your order was placed within our Standard Lead Time, we don't just stop at sending a replacement; if an official kit won't arrive in time for your event, our team gets resourceful. We will often look for local alternatives or creative backups to ensure everyone has what they need to participate.
Confetti’s insurance covers:
Damaged Goods: Kits that arrive damaged or are missing key components (coverage may be restricted to the affected items rather than the whole kit).
Carrier Errors: Packages that are lost or damaged while in the possession of the shipping carrier.
Perishable Protection: Items like food or plants that arrive unusable due to spoilage during transit (NOT negligence).
Unexpected Delays: For Standard Lead Time orders, we cover kits delayed by weather, vendor, or carrier issues.
While we always strive for perfection, please note that for last-minute replacements, we cannot always guarantee an exact match to the original kit or delivery prior to the event start time, but we will always provide a fun alternative so your team can participate!
🛠️ Solutions for Lost or Damaged Kits
We handle resolutions differently depending on your booking timeline to ensure we are giving you the most realistic and helpful support possible.
Standard Orders
If a kit is covered by our policy, we will ship an official replacement immediately. If the clock is ticking and a replacement won't make it by event time, the Confetti team will research local sources or shipping alternatives. In these cases, we will do our best to source items as closely related to the original as possible, but cannot guarantee an exact match. Our goal is to make sure there is something fun for each recipient to enjoy and participate in the experience with their team.
Rush Processing Orders
Kits ordered on a rushed timeline that encounter issues will still be replaced free of charge. However, due to the limited window, we cannot guarantee these replacements will arrive before the event starts, and we are unable to source local backups for rushed orders.
🚫 When Insurance Does Not Apply
To keep our processes running smoothly and fairly for all our customers, there are some situations where the shipping insurance does not apply.
The policy does not cover:
Late Reporting: Issues must be reported within 48 hours for non-perishables and 24 hours for perishables/plants.
Address Errors: Incorrect, incomplete, or invalid addresses (including moving or names not recognized at the residence). This also includes packages that do not arrive on time due to late address submissions.
Recipient Unavailability: Failed deliveries because a package was refused, a location was inaccessible, or no one was home to sign for/receive a delivery. This also includes if packages are marked as delivered or held by third-party systems.
Post-Submission Changes: Any kits that were rerouted, altered, or held after the original shipment was processed.
Bulk Reshipping: If we deliver kits to one central location and you reship them to your team individually, our coverage ends once the kits reach that first location.
Kit Negligence: Perishable items (including plants) that are unusable due to negligence.
Returned to Sender: Packages returned to sender after the carrier attempts delivery or the package is held for customer pickup.
Pro-tip: Encourage your team to double-check their addresses! A quick proofread goes a long way in ensuring a smooth delivery.
The customer is responsible for the replacement costs of any packages that meet the above conditions.
📝 How to Report a Shipping Issue
If there's an issue with any package, we want to know about it! From your Submissions Page, as the planner, you can report an issue about any package by clicking on the impacted participant and clicking "Report an issue".
Participants are also sent a link to their specific Shipping Issue Form in the confirmation email sent after submitting an address to our form.
If you're having any trouble or don't have time, no worries - you can also chat with us on our platform and we’ll make sure the issues get handled ASAP, just be sure to include all relevant details to help us help you faster!
For some issues, photos will be required for our Fulfillment Operations team to open an investigation or seek resolution. Submissions that do not accurately represent the issue may be subject to delays in processing.
Issues regarding damaged packages must be reported to our team within 2 Business Days of delivery and issues with perishable components must be reported within 1 Business Day of delivery. *We cannot guarantee the timely processing of reports if submissions do not align with these windows.
Please allow our team at least 1 business day to process your submission and find the best solution for your team. Please note this policy only applies to packages shipped domestically within the U.S (not including PR, HI, and AK).
🌈 Navigating Major Shipping Disruptions
In the very rare event that a significant portion of your team's kits are affected by circumstances outside of anyone's control (like a major national weather event), don't worry - we won't leave you hanging. We will work with you to find the best path forward, which might include:
Rescheduling your event to a later date once kits arrive.
Providing a video tutorial so the team can enjoy the kits on their own time.
Pivoting to a different virtual experience that doesn't require physical kits.
Confetti cares deeply about the quality of your experience. Your satisfaction and your trust in our team is super important to us! We will do everything in our power to make things right and fair for everyone involved.
💬 Still Have Questions?
Have more questions about your upcoming shipment? Click the chat widget on any experience page to message the Confetti team! We’re here to help.