Shipping Policy

Shipping Policy

At HelioPrime, we are committed to providing clear, honest shipping information so you know exactly what to expect before you place your order. Please review the details below carefully.

1. Where Your Order Ships From

All HelioPrime orders are produced and shipped from our manufacturing facility in Asia — where each fixture is made to order or drawn from factory stock after your purchase. The estimated processing and delivery time is clearly labeled on each product page before you add the item to your cart.

We do not operate a U.S. fulfillment warehouse. Customer returns are received at our designated return processing centers; returned items are not restocked or resold.

2. General Shipping Information & Scope

Shipping Scope: We specialize in serving North American countries. Our primary fulfillment covers the United States and Canada, with full support for other North American nations and territories.

Shipping Cost: Free Standard Shipping is offered to the United States and Canada. For expedited shipping and other North American destinations, shipping rates vary and must be calculated based on the destination, package size, and weight — please contact our customer service team for a custom shipping quote.

Order Processing (Handling) Time: 1–7 business days. Orders placed after our cut-off time or during weekends/holidays will begin processing the next business day.

Business Days: Monday through Friday, excluding public holidays observed by our facility.

Currency: All prices and shipping charges are displayed in USD.

3. Processing & Delivery Times

Standard Shipping

• Processing Time: 1–7 business days
• Transit Time: 18–25 business days
• Total Time to Door: Approximately 4–6 weeks
• Carriers: Reliable international freight with final-mile local courier delivery

Expedited Air Shipping

• Processing Time: 1–7 business days
• Air Transit: 10–15 business days
• Total Time to Door: Approximately 2–4 weeks
• Carriers: DHL Express, FedEx International, or equivalent air express
• Cost: Please contact our customer support team to calculate expedited shipping fees, as prices vary depending on the destination country, item dimensions, weight, and delivery location.

Custom and bespoke items requiring extended production are clearly labeled on each product page with their specific lead time.

4. Shipping Zones — Delivery Times & Fees

The estimates below apply after the processing period described in Section 3.

• United States & Canada (Including Alaska, Hawaii, and Puerto Rico): Standard Shipping (18–25 business days transit)— Free; Expedited Shipping (10–15 business days transit) — Rates vary by destination, location, and item size; please contact customer service to calculate.
• Other North American Countries & Territories: We fully serve the North American region. This includes:
  • North American Mainland & Central America: Mexico, Greenland, Saint Pierre and Miquelon, Guatemala, Belize, Honduras, El Salvador, Nicaragua, Costa Rica, Panama
  • Caribbean Region: Cuba, Jamaica, Haiti, Dominican Republic, Puerto Rico, Bahamas, Barbados, Trinidad and Tobago, Grenada, Dominica, St. Lucia, St. Vincent and 우리의 Grenadines, Antigua and Barbuda, St. Kitts and Nevis, Cayman Islands, British Virgin Islands, U.S. Virgin Islands, Anguilla, Montserrat, Curaçao, Aruba, Sint Maarten, Turks and Caicos Islands, Martinique, Guadeloupe
  Standard and expedited shipping rates for these North American destinations are calculated based on location and package specifications — please contact our support team at Hello@helio-prime.com to get your quote.
• Other Global Regions (Europe, South America, Africa, Asia, Oceania): We operate dedicated regional websites for areas outside North America due to different pricing structures and currency conversions. Please contact us at Hello@helio-prime.com, and our customer support team will gladly guide you to the correct store or help process your order. Don't worry — we are always happy to assist you!

Note: Estimated delivery windows may vary due to customs clearance, local carrier operations, weather, peak seasons, and other factors beyond our control. We will proactively notify you of any material delay affecting your order.

5. Order Tracking

When tracking is available:

• Expedited Air orders: Tracking is issued at dispatch (typically 1–2 weeks after order placement).
• Standard Shipping orders: Tracking is issued once the shipment clears destination customs and enters the local delivery network. Prior to this point, your shipment is in production or international transit.
• Tracking Updates: Once tracking is issued, please allow up to 48 hours for the carrier's system to reflect the latest status.
• Split Shipments: If your order contains multiple items, they may ship separately based on production schedule or package size. Each shipment will have its own tracking number at no extra charge.

6. Customs Duties, Taxes & Import Compliance

Customs Clearance & Customer Cooperation: For international shipments, customs clearance is required upon arrival in the destination country. Customers are required to cooperate fully with local customs authorities, provide necessary documentation (such as identification or tax numbers if requested by customs), and pay any applicable local duties, VAT, import taxes, or brokerage fees unless explicitly stated otherwise at checkout.

If you have questions about whether duties will apply to your specific order, please contact us before placing your order and we will provide guidance.

7. Pre-Order & Backorder Policy

When a product is available for pre-order or backorder, this is clearly disclosed on the product page along with the estimated ship date. You may cancel any pre-order or backorder for a full refund at any time before the item ships.

8. Holiday & Peak Season Notice

Our manufacturing facility observes Asian public holidays, including the Lunar New Year period. During these periods, processing and shipping may be delayed. Affected date ranges are posted on our website in advance.

During major peak seasons, transit times may extend beyond standard estimates due to high carrier volume.

9. Order Changes, Cancellations & Delivery Issues

• Address Changes & Cancellations: You may cancel your order or update your shipping address free of charge within 24 hours of purchase by emailing Hello@helio-prime.com. Once an order has entered production or been handed to the carrier, changes may no longer be possible.
• Items Damaged in Transit: If your order arrives damaged, please contact us within 7 days of delivery with clear photos of the damaged item, packaging, and shipping label. We will provide a resolution, typically a free replacement part or item.
• Lost Packages: If your tracking shows "Delivered" but you have not received the package, please contact us within 7 days so we can open a carrier investigation on your behalf.
• Failed Delivery: If a package is returned due to an incorrect address, refusal of delivery, failure to cooperate with customs clearance, or failure to collect, a 30% restocking and return-logistics fee will be deducted from your refund to cover return shipping costs and handling charges.

10. Contact Information