Shipping policy
Our Shipping Timeline
Our shipping timeline is based on the type of product you order: regular items or personalized items (e.g., name engraving, custom photo printing, or other bespoke designs).
1. Regular Items
- Processing Time: We aim to process orders within 24-72 hours.
- Shipping Time: Depending on your location, your package should arrive within 6-12 business days.
2. Personalized Items
- Processing Time: Personalized items require additional care and attention. Processing will take 3-6 business days to ensure customization is completed accurately.
- Shipping Time: Once processed, delivery will take 6-12 business days, depending on your location.
We ship worldwide, with our most popular markets including the United States, Canada, United Kingdom, European Union, Australia, and New Zealand. We strive to deliver your orders as quickly as possible while maintaining exceptional quality. Thank you for choosing Heviluxy!
How Can I Track My Order?
1. Find Your Tracking Number:
- Receive it via email after order confirmation.
- Locate it in your Heviluxy account.
2. Track Your Order:
- Method 1: Visit Heviluxy's website, select "Track Your Order" from the menu, enter your tracking number and email address, then click "Track."
- Method 2: Visit the shipping carrier's website, enter your tracking number, and click "Track."
Note:
- Tracking updates may take a few hours to appear.
- Contact Heviluxy customer support if you have trouble locating your tracking number.
My Order is Preparing to Ship/In Transit. What Does That Mean?
Hang tight! Your order has been packed and has left Heviluxy's warehouse. At this stage, you'll receive an email update containing a tracking number for your parcel. Please allow up to 72 hours for your tracking information to become active.
What Are Your Delivery Options and How Long is Shipping?
| Location | Delivery Time Frames |
|---|---|
| The U.S. and Canada | 7 – 15 business days |
| Europe and U.K. | 6 – 12 business days |
| Australia & New Zealand | 7 – 15 business days |
Notes:
- Delivery may take additional time during sales events, holidays, or due to unforeseen circumstances such as severe weather or carrier delays.
- Delivery is available on business days only and excludes public holidays.
Do You Process Orders During Public Holidays?
While we aim to process orders as quickly as possible, our warehouse and shipping partners may be closed on public holidays. Orders placed during these periods will be processed on the next business day.
Why is There a Delay in Delivery?
Due to high order volumes, seasonal demand, customs inspections, or operational delays from shipping carriers, deliveries may occasionally take longer than expected. For the latest updates, please visit the "Track Your Order" page.
Can I Authorize Someone Else to Sign for the Goods?
- Authorized Signature: If you authorize another person to receive your package or request delivery without a recipient present, please indicate this during checkout. Heviluxy is not responsible for lost packages or delivery issues resulting from these instructions.
- Package Left Unattended: If you request that your package be left at the delivery address without a recipient present, please ensure the location is secure. Heviluxy is not responsible for any loss, theft, or damage after successful delivery.
Important Note Regarding Incorrect or Incomplete Delivery Information
To ensure a smooth and successful delivery process, please provide accurate and complete shipping details, including:
- A valid and complete shipping address.
- A correct and active phone number.
Failure to provide accurate information may result in:
- Package Held at Local Carrier Warehouse: If the shipping address is incomplete or incorrect, your package may be held at the local carrier's facility. Customers are responsible for contacting the carrier to arrange pickup. Contact us if you need assistance obtaining carrier information.
- Package Lost: If a package is lost due to incorrect shipping details provided by the customer, additional shipping fees may be required to resend the order.
- Refund Eligibility: Refunds can only be issued if the package is successfully returned to us in its original condition.
Recommendation:
Please double-check all shipping and contact information before completing your order. Accurate details help prevent delivery delays, additional fees, and lost packages while ensuring the best shopping experience possible.