Help Center › Orders

Shipping times, tracking and delivery

All products   Updated 2026-08-10

Processing and delivery times

  • Orders placed before 14:00 ET on a business day ship the same day. Later orders ship the next business day.
  • Standard (free over $75): 3–5 business days in the contiguous US.
  • Expedited ($14): 2 business days.
  • Alaska, Hawaii and Canada: 5–9 business days. Duties for Canadian orders are prepaid at checkout.

We do not currently ship outside the US and Canada.

Tracking

You receive a shipping confirmation email with a tracking link as soon as the label is scanned by the carrier (UPS or USPS). Tracking can take up to 24 hours to show movement after the first scan. You can also check status any time by asking Helio support chat for your order status with the email you used at checkout.

Late or missing packages

  • If tracking shows delivered but you cannot find the package, check with neighbours and your building's mail room, and wait 24 hours. Carriers occasionally mark packages delivered a day early.
  • If it is still missing after 24 hours, or tracking has not moved for 5 business days, contact support with your order number. We open a carrier trace and, if the package is not found within 3 business days, ship a replacement at no cost.

Damaged on arrival

Take photos of the box and the product and contact support within 7 days of delivery. We ship a replacement immediately; you do not need to return the damaged unit unless we ask.

Changing an address

We can change the address only while an order is still processing. Once a label is created we cannot redirect it. Reply to your order confirmation email as soon as possible.