Shipping policy
Shipping Policy
Last updated: January 7, 2026
This Shipping Policy applies to all orders placed through Heliora.
Order Processing
Orders are typically processed within 1–3 business days after payment is successfully received and verified. Processing times may be extended during high-volume periods, holidays, promotions, or due to circumstances outside our control.
Orders are not processed or shipped on weekends or public holidays.
Heliora reserves the right to cancel or delay fulfillment for orders flagged for fraud, incorrect address information, or payment issues.
Shipping Rates and Methods
Shipping costs and available delivery methods are calculated and displayed at checkout.
Shipping fees are non-refundable except where required by law.
We may use multiple carriers and fulfillment partners to deliver your order.
Estimated Delivery Times
Delivery time estimates are provided at checkout for convenience only and are not guaranteed.
Estimated delivery times do not include order processing time and may be affected by:
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Carrier delays
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Weather conditions
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Customs clearance
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Inaccurate address information
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Events beyond our reasonable control
Shipping Destinations
We currently ship to the locations made available at checkout. We reserve the right to modify shipping destinations at any time.
For international orders, customers are responsible for any customs duties, import taxes, VAT, or other fees imposed by the destination country.
Address Accuracy
Customers are responsible for providing accurate and complete shipping information at checkout.
Heliora is not responsible for delayed, lost, or misdelivered shipments due to incorrect or incomplete address information provided by the customer.
Orders returned to us due to incorrect addresses may require additional shipping fees for reshipment.
Shipment Confirmation and Tracking
Once your order ships, you will receive a shipping confirmation email containing tracking information, where available.
Tracking updates are provided by the carrier and may take time to reflect current shipment status.
Risk of Loss
Title and risk of loss pass to the customer once the order is handed over to the shipping carrier.
Heliora is not responsible for lost, stolen, or delayed packages once the carrier has confirmed delivery.
Lost, Stolen, or Damaged Packages
If your package is marked as delivered but you have not received it:
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Please check with household members, neighbors, or your local carrier first
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Contact the carrier directly to initiate an investigation
Heliora may assist with carrier claims at its discretion but is not obligated to issue refunds or replacements for packages confirmed as delivered.
If your order arrives damaged, you must contact us within 48 hours of delivery with photo evidence so we can evaluate the issue.
Customs, Duties, and Taxes
International shipments may be subject to customs inspections, duties, taxes, or fees imposed by the destination country.
These charges are the responsibility of the customer and are not included in the purchase price or shipping cost unless explicitly stated.
Heliora is not responsible for delays caused by customs processing.
Failed Delivery and Returned Shipments
If a shipment is returned to us due to:
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Failed delivery attempts
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Incorrect address
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Refusal by the recipient
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Unclaimed packages
Additional shipping fees may apply for reshipment. Refunds for returned shipments are subject to our Refund Policy.
Shipping Policy Changes
We reserve the right to update or modify this Shipping Policy at any time. Changes apply to future orders only and will be posted on this page with an updated “Last updated” date.
Contact Information
For shipping-related questions, contact us at:
