Shipping policy

Shipping Times:
Domestic: 3-6 business days. Orders over $79 qualify for free standard shipping.
International: USPS First Class Flat rate 7-10 Business days.

We ship ALL Domestic orders from Phoenix, Arizona within 24-48 hours (excluding weekends and holidays).
International orders will be shipped based on customer location and fastest route , which means average delivery of 10-14 business days.

Order Confirmation:
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.

Order Shipment:
We offer free, fast shipping to all U.S. orders over $79 and shipped to the United States.

Customs & Duties on International Orders
Helio Pet may assume responsibility for customs and duty fees for international orders. Verified customs or duty fees imposed on the customer by the destination country upon arrival of their order may be eligible to be reimbursed by Helio Pet. Please contact us at support@heliopet.com if you’ve incurred such customs or duty fees. We will require additional details and proof which will be explained after contact.

Cancelations:
We dispatch the orders within 48-72 hours. For that reason, we accept all cancellations and changes within 24 hours after the order was placed.

Wrong address / Return Package by shipping company

If you happened to enter the wrong address and the package got returned to us, we will issue a full refund for the order. Please note that we do not automatically re-ship the orders or contact the customers in those cases. If you would like us to re-ship the order to the updated address, please either place a new order or contact us at support@heliopet.com and we can create the invoice manually.

If the order has not been shipped yet, we will be able to correct the shipping address for you. The orders are normally shipped within 24-48 hours, so please reach out to us right away.

Lost or Stolen orders:
Helio Pet accepts no responsibility for lost or stolen items that have been confirmed as successfully delivered by the courier. The company does not reimburse or replace orders that have been confirmed as delivered by the courier and are reported lost or stolen. Helio Pet may at its sole discretion, provide an affidavit in case a replacement is needed.