Shipping policy

SHIPPING POLICY

Thank you for shopping with Heliora. Here's everything you need to know about how and when your order ships.

WHERE WE SHIP
We currently ship to addresses within the contiguous United States (the lower 48 states). We are not able to ship to Alaska, Hawaii, U.S. territories, P.O. boxes, or APO/FPO addresses at this time. If you're outside these areas, email us at hello@getheliora.com and we'll let you know if we can help.

We do not ship internationally yet.

SHIPPING COST
Standard shipping is free on all orders within the contiguous United States.

PROCESSING TIME
Orders are processed within 1 to 3 business days (Monday through Friday, excluding U.S. holidays). Orders placed after 2 PM Eastern Time, on weekends, or on holidays are processed the next business day.

DELIVERY TIME
Once your order ships, delivery usually takes 2 to 7 business days, depending on your location. Delivery times are estimates and are not guaranteed. Carrier delays, weather, and high-volume holiday periods can occasionally add extra time.

ORDER TRACKING
When your order ships, you'll receive an email with your tracking number. If you haven't received a tracking email within 3 business days of placing your order, check your spam folder or contact us at hello@getheliora.com.

ADDRESS ACCURACY
Please double check your shipping address at checkout. If you notice a mistake, email us right away. We can update the address only if the order has not shipped yet. We are not responsible for orders delivered to an incorrect address provided at checkout.

LOST OR STOLEN PACKAGES
If your tracking shows your package as delivered but you can't find it, please check around your home, with neighbors, and with your building's mail room first. If it still doesn't turn up within 2 days, contact us at hello@getheliora.com and we'll work with the carrier to help resolve it.

DAMAGED ON ARRIVAL
If your order arrives damaged or isn't working, email us within 7 days of delivery with your order number and a photo or short video of the issue. We'll make it right. See our Refund Policy (getheliora.com/policies/refund-policy) for full details.

QUESTIONS
Reach us any time at hello@getheliora.com. We reply within 1 business day.