Frequently Asked Questions (FAQ)
To help make your experience as seamless as possible, we’ve put together answers to our most frequently asked questions below. If you don't find what you are looking for, please don't hesitate to reach out!
Booking & Payments
How do I secure my event date?
To lock in your date and reserve our custom inventory, we require a 50% non-refundable retainer fee along with a signed rental agreement. Please note that dates and specific items (like our wooden marquee letters or custom backdrops) are not held until the retainer is paid.
When is the final balance due?
The remaining 50% balance must be paid in full exactly seven (7) calendar days before your event date. Payments can be securely made via major credit/debit cards through our online Stripe processor, or via Zelle.
What happens if I miss the final payment deadline?
If your final balance is not received seven (7) calendar days before the event, your booking will be automatically cancelled, your items will be released back into our inventory for other clients, and your initial 50% retainer will be permanently forfeited.
Do you charge extra for events on holidays?
Yes. Events booked on major holidays, holiday weekends, or holiday eves (including New Year's Eve/Day, Memorial Day weekend, Independence Day, Labor Day weekend, Thanksgiving, and Christmas Eve/Day) are subject to a holiday premium surcharge.
This fee directly covers the increased cost of holiday staff wages, overnight labor, and high-demand inventory allocation for peak dates. The exact surcharge will be clearly itemized on your initial proposal. Like all of our administrative and logistics fees, this surcharge is strictly non-refundable.
Cancellations & Date Changes
What is your refund policy?
All payments made to Neida's Event Decor including the initial 50% retainer fee and any final balances are strictly non-refundable. We do not issue cash, check, or credit card refunds under any circumstances, as these funds immediately lock in your date, cover administrative overhead, and fund custom design prep.
Can I reschedule my event if plans change?
Yes! We understand that life happens. If you need to postpone or reschedule, we do not charge any date-change or rescheduling fees. We will convert your paid rental and balloon subtotal funds into a store credit valid for exactly one (1) year (365 days) from your original event date. The new date is strictly subject to our current calendar availability. Please note that delivery fees, service fees, and taxes will be recalculated based on your new date and logistics requirements.
How much notice do your require to change my event date?
We require at least forty-eight (48) hours' written notice prior to your scheduled delivery or setup time to reschedule your event or move it indoors. If you notify us less than 48 hours in advance, your retainer and all paid funds are permanently forfeited, as our team has already spent time prepping balloons, prepping custom structures, and loading vehicles. (For emergency weather changes, please also review our Weather & Outdoor Events policy).
Delivery, Setup, & Logistics
How long does it take your team to set up?
Our setup time varies on each individual setup due to its unique customization, but we usually require 3 to 4 hours to safely unload, position, and fully install our custom wooden backdrops, props, marquee letters, and balloon decor. We will coordinate our arrival time directly with you or your venue coordinator to ensure everything is flawless before your guests arrive.
How do you calculate delivery fees?
Because our handcrafted wooden structures and massive balloon setups require large, specialized commercial vehicles to transport safely, our delivery fees cover vehicle preparation, vehicle loading/unloading, and travel. This fee includes two components:
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A Minimum Flat Rate: We require a base delivery fee of $50.00 for all orders to cover the initial vehicle loading, unloading, and staging labor.
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Mileage Fee: We charge a standard rate of $2.00 per mile calculated from our headquarters to your venue location and back.
Please note: The delivery fee only covers transit and vehicle logistics. On-site installation, styling, and breakdown labor are calculated as a separate line item based on the unique complexity of your event design. All delivery and transport fees are strictly non-refundable.
Why do you charge a service fee/ installation fee, and how much is it?
Our service fee ranges from 15% to 30% of your order subtotal. This fee is strictly non-refundable and covers on-site setup and styling labor, custom digital mockups, structural safety engineering, balloon inflation prep, and post-event equipment maintenance.
Weather & Outdoor Events
Can your wooden props and marquee letters be set up outside?
Yes, under the right conditions! However, because our backdrops, marquee letters, and props are handcrafted from premium wood, they are highly sensitive to moisture and wind.
What happens if it rains or is incredibly windy on my event day?
For the safety of your guests and the protection of our items, we will officially deny an outdoor setup if the forecast shows a 30% or higher chance of rain, sustained winds over 15 mph, or wind gusts over 25 mph.
If these weather triggers are met, your options depend on your timing:
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With 48+ Hours' Notice: You may choose to move the setup to a fully covered, indoor backup space at your venue, OR formally reschedule the event to a new date within our 1-year credit window.
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With Less Than 48 Hours' Notice: You must move the setup to a full covered indoor backup space at your venue. Rescheduling is no longer an option at this stage, as your custom balloon prep and vehicle loading are already complete.
Can your wooden props and marquee letters be set up outside?
Yes, under the right conditions! However, because our backdrops, marquee letters, and props are handcrafted from premium wood, they are highly sensitive to moisture and wind.
What happens if it rains or is incredibly windy on my event day?
For the safety of your guests and the protection of our items, we will officially deny an outdoor setup if the forecast shows a 30% or higher chance of rain, sustained winds over 15 mph, or wind gusts over 25 mph.
If these weather triggers are met, your options depend on your timing:
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With 48+ Hours' Notice: You may choose to move the setup to a fully covered, indoor backup space at your venue, OR formally reschedule the event to a new date within our 1-year credit window.
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With Less Than 48 Hours' Notice: You must move the setup to a full covered indoor backup space at your venue. Rescheduling is no longer an option at this stage, as your custom balloon prep and vehicle loading are already complete.
What is your policy on popped balloons?
We use top-tier, professional-grade balloons and take full responsibility for them while we are inflating, transporting, and setting them up. However, once we hand them over to you or finish the installation at your venue, the liability transfers to you. We do not offer refunds or return to the venue to fix balloons that pop due to heat, wind, guests, or sharp objects after we leave.
Safety & Liability
Can guests play around the backdrop set up?
For the safety of all attendees, no individuals (including children, guests, vendors, or venue staff) are allowed to climb on, hang from, sit on, or play near our heavy wooden backdrops, props, or marquee letters. The client is solely responsible for monitoring and enforcing this safety standard throughout the duration of the event. Neida's Event Decor assumes no liability for personal injury or property damage resulting from the misuse or neglect of our rented property.
Can guests play around the backdrop set up?
For the safety of all attendees, no individuals (including children, guests, vendors, or venue staff) are allowed to climb on, hang from, sit on, or play near our heavy wooden backdrops, props, or marquee letters. The client is solely responsible for monitoring and enforcing this safety standard throughout the duration of the event. Neida's Event Decor assumes no liability for personal injury or property damage resulting from the misuse or neglect of our rented property.
What happens if a light bulb breaks or an item is damaged during the party/ event?
Once our items are safely installed on-site, the client assumes full responsibility for their care and security. Following the event, we conduct a thorough 7-day inspection. If any item is broken, stained, deeply scratched, or structurally damaged, you will receive an itemized invoice with photo evidence for the full repair or replacement cost. Broken or missing marquee light bulbs are billed at a flat rate of $15 per bulb, payable within 7 business days.
Can guests play around the backdrop set up?
For the safety of all attendees, no individuals (including children, guests, vendors, or venue staff) are allowed to climb on, hang from, sit on, or play near our heavy wooden backdrops, props, or marquee letters. The client is solely responsible for monitoring and enforcing this safety standard throughout the duration of the event. Neida's Event Decor assumes no liability for personal injury or property damage resulting from the misuse or neglect of our rented property.
What happens if a light bulb breaks or an item is damaged during the party/ event?
Once our items are safely installed on-site, the client assumes full responsibility for their care and security. Following the event, we conduct a thorough 7-day inspection. If any item is broken, stained, deeply scratched, or structurally damaged, you will receive an itemized invoice with photo evidence for the full repair or replacement cost. Broken or missing marquee light bulbs are billed at a flat rate of $15 per bulb, payable within 7 business days.
Do you offer allergy-safe options for your balloon decor?
Yes! Our standard installations use a mix of high-quality latex and foil balloons. However, if your venue is strictly latex-free or a guest has a severe allergy, we can design a beautiful, 100% latex-free setup using foil and mylar balloons exclusively. Please notify us at least 14 days in advance so we can prepare your custom order.
Media & Photos
Will you take videos and photos of my event?
Yes! We love capturing our hard work. We reserve the right to take photos and videos of our setups for our social media, website, and portfolio. We promise to always respect your privacy and will never post photos of you, your guests, or minors without your direct permission. If you prefer us not to take photos, just let us know in writing before your event!