Hēlo Shipping & Handling Policy

Every effort is made to get your shipment on its way as quickly as possible. Most orders placed by 2PM Eastern Time on weekdays will ship out the same business day.  Most orders ship via UPS. Smaller orders ship via USPS.

We are pleased to offer Free Ground Shipping & Handling within the U.S. for all orders over $499. On orders less than $499 within the U.S., Shipping & Handling rates are calculated at time of checkout and are provided live by UPS based on the weight of the package. Ground Shipping generally takes 5-7 business days from the time an order is placed to arrive .

If you have additional Shipping & Handling questions, please call us at 800-284-4356.

All orders placed after 2pm EST on Friday through Sunday will ship out the following business day. You may receive an email with a tracking # over the weekend but the order WILL NOT be picked up until Monday by USPS.

***Hēlo Wholesale is not responsible for weather delays or high traffic shipment times during holidays, please be aware  that these factors can affect your transit time. 

Late or Failed Delivery:

It is the responsibility of the customer to inform Hēlo if an order does not arrive. If you notify us that your order has not arrived by the estimated delivery date, we will make reasonable efforts, including inquiring of our delivery partner, to achieve delivery of the order. We will not be held liable for any loss or damage resulting from late delivery.

Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from a late delivery. Without limiting the operation of any other Terms and Conditions herein, you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.

If an item is lost in transit via UPS, we will not dispatch a replacement item immediately. Replacement items will be dispatched according to our discretion.

Shipment Damages:

All shipments are carefully inspected before leaving our warehouse. Please carefully inspect your order promptly upon delivery. Should you receive damaged product, please take pictures of all packaging and product and email them to your account manager within 72 hours. 

Shipping Protection:

Hēlo is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

*Claims for packages marked “delivered” yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.” Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

By placing an order via our online portal you are agreeing to our shipping and handling policy. If you have any questions about our shipping policy please email wholesale@helovape.com