FAQs // Shipping // Returns

 

 

Where is Heladagen based?
Our sales/corporate office is headquartered in the Washington, D.C. metro area. Our production team is based in Asia. 

How long will my order take to arrive?
Your orders typically arrive within 3-7 business days. As soon as you hit Purchase, we will package your order and bring it to the carrier.  

Do you offer expedited shipping?
Not at the moment, but we plan to offer expedited shipping in the future. 

 

How do I change my order?
We provide our valued customers a brief 3-hour window before packaging it. After the 3-hour window has passed, you will have to cancel your order or make a new order.

 

How do I cancel my order?
Orders may be cancelled only in the instance where the order has not yet reached the packing stage. Please send us an e-mail to support@heladagen.com and provide (i) order number; (ii) full name; (iii) reason for cancelation. 

 

Is my purchase secure?
We work with Paypal and secure payments providers who store all your information. Heladagen DOES NOT keep your credit card information.

 

Which payment methods you accept?
We accept all major credit cards (American Express, Visa, Mastercard and Discovery), Venmo, Applepay and Paypal.

 

What is the return policy?
Free returns for unused merchandise up to 14 days from purchase. 

 

How do I return an item?
Please send us an e-mail to support@heladagen.com within 14 days of purchase and provide (i) order number; (ii) full name; (iii) reason for the return.  We will then send you a shipping label that you can use to mail back your item. Once the item has been scanned at the carrier we will issue a refund 

 

Can I just exchange an item?
Of course, send us an e-mail to support@heladagen.com within 14 days of purchase and provide (i) order number; (ii) full name; (iii) reason for the exchange.  We will then send you a shipping label that you can use to mail back your item. Once the item has been scanned at the carrier we will issue you store credit to purchase a similarly priced item.

 

How can I track the status of my order?
Once your order has been dispatched, it is scanned in by the carrier and you will receive an email with your tracking number. This tracking number can be used to track your order through the carrier’s website. If you do not receive a tracking number please email support@heladagen.com