Shipping policy
Please note that our order processing times are seperate to shipping times.
All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Shipping Zones
| Shipping zones | Delivery times (business days) |
| Australia |
3-4 days |
|
North America (United States, Canada) |
10-28 days |
|
Western Europe |
10-28 days |
| Asia Pacific |
10-28 days |
| New Zealand |
10-16 days |
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
When will my order arrive?
Most orders within Australia arrive within 3-4 business days of receiving your shipping confirmation email.
International orders can take anywhere between 10-28 business days depending on location.
If you haven’t received your order in this time frame after receiving your shipping confirmation email, please contact us at heliosframesonline@gmail.com with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges
We accept returns up to 14 days after delivery, as long as the item is unused and in its original condition. If the order satisfied these requirements we will refund the full order amount.
Unfortunately, we are unable to cover the cost of returning the product.
In the event that your order arrives damaged in any way, please email us as soon as possible at heliosframesonline@gmail.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at heliosframesonline@gmail.com
Where can I track my order?
We use AusPost courier services. You can check your tracking via your order confirmation email and simply insert your tracking number. Please note it can sometimes take up to 48 hours for tracking information to be available.