Shipping policy
Shipping Policy
Last updated: 1/8/2026
This Shipping Policy outlines how Heloform processes, ships, and handles delivery-related matters. By placing an order with Heloform, you agree to the terms below.
Order Processing
Orders are typically processed within 1–5 business days after payment confirmation, excluding weekends and holidays. Processing time includes order verification, quality checks, and preparation for shipment.
Customized, branded, or made-to-order products may require additional processing time.
Shipping Times
Shipping times vary based on destination, carrier, customs processing, and local postal services.
Estimated delivery timelines are provided for reference only and are not guaranteed.
International shipments may experience extended transit times due to customs clearance, inspections, or regional logistics conditions.
Tracking Information
Once your order ships, tracking information will be provided via email or available through your order confirmation page.
Tracking updates are managed by third-party carriers and may experience delays, pauses, or limited visibility during transit.
Delayed Shipments
If an order has not been delivered and tracking shows no confirmed delivery, disputes may only be considered after the following timeframes:
• United States: 45 days after the order leaves the warehouse
• Brazil: 110 days after the order leaves the warehouse
Certain special shipping methods may not be eligible for delay-related disputes.
Delays caused by customs inspections, carrier backlogs, weather conditions, or regional logistics issues are outside of Heloform’s control.
Delivered but Not Received
If tracking information shows the order as delivered, Heloform cannot guarantee a refund or replacement.
In cases where a customer claims non-receipt despite confirmed delivery, an official non-delivery certificate with a seal from the local post office is required.
Investigations for such cases may take 1–2 months and do not guarantee a favorable outcome.
Address Accuracy and Delivery Attempts
Customers are responsible for providing complete and accurate shipping addresses.
If tracking indicates issues such as:
• Incorrect or insufficient address
• Unknown recipient
• Refused delivery
• Failure to pick up on time
• No safe delivery location
• Customs clearance failure
Local carriers may attempt delivery 1–3 times. If the package is not claimed, it may be held at a local post office for 3–7 days before being returned or destroyed.
Heloform is not responsible for lost, returned, or destroyed packages due to address errors, refusal, or failure to collect.
Returned Packages
If a package is returned to the logistics provider or warehouse:
• Returned items may be placed into inventory rather than refunded
• Shipping fees, taxes, and handling costs are non-refundable
• Heloform is not responsible for items lost during return transit
Failure to handle undelivered packages may result in forfeiture of refund or replacement eligibility.
Damaged Shipments
Customers must report damaged products within 30 days of delivery.
To process a claim, customers must provide clear photos or videos showing the damage.
Minor cosmetic issues such as loose threads, wrinkles, or small scratches are not considered damage.
Damage to outer packaging alone does not qualify for refunds or replacements.
Missing or Incorrect Items
If an item is missing or incorrect, customers must submit photographic evidence and a screenshot of the original complaint including name, date, and message content.
For size-related issues, measurement photos using proper measuring methods are required.
Claims must be submitted within 30 days of delivery.
Order Cancellations
Orders may be canceled only if they have not yet entered warehouse processing.
Once processing begins, cancellations are no longer possible.
Customized, branded, pre-order, or service-based orders cannot be canceled once payment is completed.
Force Majeure
Heloform is not responsible for delays, losses, or damage caused by events beyond reasonable control, including but not limited to:
• Natural disasters
• Epidemics or pandemics
• Wars or international conflicts
• Strikes or labor disruptions
• Customs inspections or government actions
Customers will be notified when possible, but such events do not qualify for guaranteed refunds or replacements.
Contact Information
For shipping-related questions or concerns, contact: