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 customers on their journey to brighter, more even-toned skin.
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, or refused by the recipient, you will be responsible for:
- Any return shipping fees charged by the carrier.
- Reshipping fees (current shipping rate + $4.95 processing fee) if you want the item resent.
- A 15% restocking fee.
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 15 business days from the ship date, please contact us at helurostore@gmail.com with your order number and tracking information.
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, 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.
Damaged or 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.
- Contact us at helurostore@gmail.com within 48 hours of delivery with photos and your order number.
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, a detailed description, and your order number. If approved, we will provide a replacement or a refund of 100% of the product price. The $4.95 shipping fee is non-refundable except where required by law.
Please note: normal wear from use is not a defect. If Heluro Glow Bar simply isn't working for your skin, that's covered under our 60-Day Money-Back Guarantee (see our Returns Policy page).
Refusal of Delivery
If a package is refused or returned for reasons other than shipping damage or carrier error, any refund issued will exclude the $4.95 shipping fee, plus any return shipping charges and the 15% restocking fee.
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
Heluro Glow Bar is backed by our 60-Day Money-Back Guarantee — you don't need to send the product back to request a refund. Refunds cover 100% of the product price; the $4.95 shipping fee is non-refundable, regardless of the reason for your return, except where required otherwise by law. For full details, please visit our Returns Policy page.
If you experience any issue with your delivery, please contact our support team and we'll be happy to help.