We work with trusted shipping partners to ensure your order is in great hands from the time it leaves our site to the moment it's delivered to your door. All orders are protected by insurance to cover against any loss or damage. If you need to make a claim, here are the deets on what you can expect:

• Your order is considered “lost” if your shipping address has been verified on our end and 3 business days from the delivery date have passed and no delivery or update has been made, or if your order has been in transit with no tracking updates for 7 business days.
• Your order is considered “stolen” if our shipping partner provided a proof of delivery photo that matches your address and 3 business days from the delivery date have passed. Please make sure to check with other members of your household who might have collected your mail before making a claim.
• Your order is considered “damaged” if your package has been mishandled in transit, resulting in broken or unusable products. Photos of the shipping packaging and damaged products are required to submit a claim.
• Our shipping policy generally does not cover orders delivered to incorrect or incomplete addresses entered at checkout, or items that were damaged after delivery. However, we value our customers and will always try our best to work with you to make it right.

All shipping claims must be made within 14 calendar days of the last tracking update. To report a shipping issue or file a claim, please connect with us at info@heliopixs.com