Shipping policy

Who We Are

Heluro (“we,” “us,” or “our”) operates https://www.heluro.com (the “Site”).

Our goal is to provide a smooth, transparent, and reliable shipping experience for every customer. Below you’ll find all the details about how we handle shipping and delivery.

Shipping Range

Delivery Area: We currently ship to customers within the United States, Canada, and select international locations.

Future Expansion: We are continuously working to expand our shipping coverage to reach even more pet lovers worldwide.

Order Processing Time

Processing Time: Orders are processed within 1–2 business days, Monday through Friday.

Cut-Off Time: Orders placed before 10:00 PM (EST) are processed the same day. Orders placed after this time will be processed on the next business day.

No Shipping Days: We do not process or ship orders on weekends or national holidays.

Delivery Time

Estimated Delivery: Most orders are delivered within 6–8 business days after processing. Delivery times may vary depending on your location and courier availability.

Order Tracking

Once your order has shipped, you can stay updated through our Track Order feature accessible via the website’s navigation.

Delivery confirmation & "Delivered" Packages

Carrier confirmation is final

Once a package is marked as "Delivered" by the shipping carrier, Heluro considers the order successfully fulfilled. We are not responsible for packages marked as delivered, regardless of whether you physically received them.

Lost, Stolen, or Missing Packages

Your Responsibility: If your tracking shows "Delivered" but you did not receive your package, you must:

Check with neighbors, household members, building management, or mailrooms.
Verify the delivery address you provided at checkout.
Contact the shipping carrier directly to open an investigation.
File a police report if you believe the package was stolen.

Heluro's Role: We will cooperate with carrier investigations by providing necessary documentation, but we cannot issue refunds or replacements for packages confirmed as delivered by the carrier.

Incorrect or Incomplete Addresses

You are responsible for providing a complete and accurate shipping address.

If your package is:

Returned to us due to an incorrect, incomplete, or undeliverable address.
Delivered to the wrong location due to your error.
Refused by the recipient.

You will be responsible for:

Any return shipping fees charged by the carrier
Reshipping fees (current shipping rate + $3.99 processing fee) if you want the item resent.
Restocking fees (15% of order value) if applicable.

We do not offer refunds for customer address errors.

Shipping Delays & Carrier Issues

Estimated Delivery Times Are Not Guaranteed.

Shipping estimates are provided in good faith based on typical carrier performance. However, Heluro does not guarantee delivery within any specific timeframe and is not liable for delays.

When to Contact Us
If your order has not arrived within 20 business days from the ship date, please contact us at info@heluro.com with your order number and tracking information. We will work with you to investigate the issue.

What We Cannot Control
Heluro is not responsible for delays or delivery failures caused by:

Carrier errors, misrouting, or lost packages.
Weather events, natural disasters, or acts of God.
Customs holds, inspections, or seizures.
Incorrect addresses provided by the customer.
Recipient unavailability or failure to retrieve packages from carrier facilities.
Pandemics, public health emergencies, or government restrictions.
Labor strikes, carrier capacity issues, or service disruptions.

Undeliverable Packages & Abandoned Shipments

If a package is returned to us as undeliverable for any reason (incorrect address, refused delivery, unclaimed at carrier facility, etc.), you will be charged:

Return shipping costs (if charged by the carrier).
A 15% restocking fee.
Full reshipping costs if you want the package resent

If you do not respond to our outreach within 30 days of a returned package, we reserve the right to consider the order abandoned and will not issue a refund.

Safety & Return Policy for Opened Products

Why We Cannot Accept Returns of Opened Products

Heluro car door handles are safety-critical mobility devices designed to prevent falls and injuries. Once the product packaging has been opened and the device has been used or handled:

Structural Integrity Cannot Be Verified: We cannot confirm whether the product has been subjected to stress, force, or conditions that may have compromised its load-bearing capacity (rated to 400 lbs). Microscopic stress fractures, weakened joints, or material fatigue are not always visible to the naked eye.
Contamination & Hygiene Concerns: The handle comes into direct contact with users' hands and may be exposed to moisture, oils, dirt, and other contaminants. Reselling a used mobility device poses health and hygiene risks.
Liability & User Safety: As a company committed to the safety of our customers, we cannot in good conscience resell a returned product that may have been compromised. If a returned, previously-used handle were to fail during use by a subsequent customer, the consequences could be catastrophic—including serious injury or death.
Industry Standards for Safety Equipment: Just as you cannot return opened car seats, helmets, or medical devices, safety-critical mobility aids fall into the same category. This is standard practice across the mobility aid and durable medical equipment industry.

Our Return Policy for Unopened Products

Unopened products in original, undamaged packaging may be returned within 30 days of delivery for a refund, minus original shipping costs and a 15% restocking fee.

Opened products cannot be returned unless the product is defective or damaged upon arrival (see following section).

Proof of Defect Required

If you believe your product is defective, you must contact us before opening the package if possible, or immediately upon discovering the defect.

We will require:

Photos or video of the defect
Description of the issue
Proof of purchase

We will determine, at our sole discretion, whether a replacement or refund is warranted.

Damages Defective Products

Inspect Upon Delivery

You must inspect your package immediately upon delivery. If the package or product is visibly damaged:

Do not open the product

Take clear photos of the damaged packaging and product (if visible)

Defective Products

If your product is defective (manufacturing defect, not user error or misuse), contact us within 7 days of delivery with:

Photos/video clearly showing the defect.
Detailed description of the issue
Your order number

We will assess the claim and, if approved, provide a prepaid return label for a replacement or refund.

Note: Normal wear and tear, misuse, or damage caused by improper use is not covered.

Refusal of Delivery

If you refuse delivery of your package for any reason other than visible damage:

You will not receive a refund for the product or original shipping costs.
You will be charged for return shipping (if any).
A 15% restocking fee will be deducted from any potential refund.

Limitation of Liability

To the fullest extent permitted by law:

Heluro's total liability for any shipping-related claim shall not exceed the purchase price of the product.
We are not liable for indirect, incidental, consequential, or punitive damages arising from shipping delays, lost packages, or delivery issues.
We are not responsible for carrier errors, lost packages marked as "delivered," or theft after delivery confirmation.

By placing an order, you acknowledge and agree to these terms.

Returns

For full details on returns, exchanges, or refunds, please visit our Returns Policy page.

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Shipping policy

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