We are proud to offer international shipping services to over 200 countries and islands worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers and improve delivering service beyond all expectation.
1. How do you ship packages?
At the moment we have warehouses in North America, Europe and Asia and we ship products from closest warehouse to customer’s address. Packages will be shipped by ePacket,EMS or through USPS depending on the weight or size of the product and the location of the warehouse.
2. Do you ship worldwide?
Yes. We provide free shipping on all orders to over 200 countries around the world. However, there are some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.
3. How long does shipping take?
United States 0$: 7-30 business days
Oceania : Australia, New Zealand 0$: 7-30 business days
Europe 0$: 7-30 business days
North America : Canada 0$: 7-30 business days
Other Countries 0$ 7-30 business days
*This doesn’t include our 2-5 business day processing time
If your country is not on the list, please contact us.
4. How do I get the products? At home or Post Office?
We inform you that the "Free Shipping" service ensures delivery is via the post office. The products will be picked up from the post office.
5. HOW CAN I TRACK MY ORDER?
You can track your order on the order tracking page or use the free postal international tracking tool 17Track.net.
6. Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information, but sometimes due to free shipping tracking is not available.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system.
If you have any other questions, please contact us and we will do our best to help you..
7. Split Packages
For logistical reasons, items in the same purchase will sometimes be sent in separate packages.
In some instances, an order may be split into different packages for any of the following reasons:
- Weight limit per package. In order to provide Free Worldwide Shipping and ensure that you receive your order at earliest, we use time and cost-efficient ways of delivery.
- An item may be slightly back-ordered and shipped a later than the rest of the items in an order.
- Because we are serviced by different warehouses, an order with multiple items may be shipped from the different warehouses due to varying stock inventory between the warehouses.
8. Do marketed products affect health? Do I need a prescription to use them?
In order to be able to use products from certain categories (Health & Beauty, Sport & leisure) you do not need a prescription. However, we recommend that you consult a doctor before using them and recommend them if they are right for you.
9. Common reasons for order delay?
- Billing and shipping addresses are not the same.
- Order is pending credit approval and verification.
- A product is currently out of stock.
- An order which requires special customization.
- An order is shipped to remote countries.
- National holidays
10. I HAVEN'T RECEIVED MY ORDER, WHAT SHOULD I DO?
If 10 business days from the date you received the shipping confirmation passed, your order might got delayed for one of the following reasons:
- Billing and shipping addresses are not the same.
- Order is pending a security verification and approval.
- Product stock issues.
- An order which requires special customization.
- High volume of sales in holiday seasons
- Your order is shipped to a country different from US, UK, AUS, France. Orders shipped to rest of the world might take up to 10-30 business days.
11. WHERE IS MY ORDER COMING FROM?
In order to provide the best prices and flexible international shipping options, all orders are shipped directly from our warehouses in Europe and overseas, using a range of International couriers. Please expect your items to be shipped separately (if you order more than one item) as different factories specialize in different areas of manufacturing.
Questions? Please contact us at firstname.lastname@example.org and we'll get back to you within 24 hours.
12. HAVEN'T RECEIVED THE PACKAGE, BUT THE TRACKING SAYS IT DID. WHY?
HEYYDAR covers a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause. In the rare case a parcel is marked as delivered by the courier, but you have yet to receive it - HEYYDAR cannot not cover the costs of reshipping the order. This only applies if the tracking details state that a delivery was made to the recipient's address (or area).
In most instances, it's found that the delivery was made, but left in an unexpected location at a recipient's address or left with a family member, roommate or neighbour. Recipients should reach out to the courier or local post office, provide them with the tracking number received via email and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."
If you find yourself in this situation please email us at email@example.com and our support team will assist you as soon as possible.
13. Why my order has not arrived?
To avoid any unpleasant situations in which you do not receive the products, please provide all the exact dates for your order, such as: name, first name, full address (country, city, district , province, street, street number, postcode etc.), e-mail address, contact person, contact phone number, etc.
14. CAN I CANCEL MY ORDER?
Yes, you may request order cancellation within 24 hours of purchase. Please note: if your item has been already shipped cancellation will not be available.
15. CAN I SHIP PRODUCTS TO SOMEONE ELSE?
Sure. Just use the new address when checking out.
For these methods of purchase / transport, the customs system may apply other tax burdens, as the case may be, depending on each country.
Apart from transport, are there any other charges that need to be paid if the delivery takes place outside the EU or inside the EU.
17. DO I HAVE TO PAY ANY IMPORT FEES?
For the majority of our orders import fees are not collected. We strive to make sure import fees are prevented, in rare circumstances when it does happen, HEYYDAR is not responsible for any custom charges made in the country of destination.
18. WHERE ARE YOU BASED IN?
HEYYDAR is based in Lewes, US.
In order to provide the best prices and flexible international shipping options all orders are shipped directly from our warehouses in Europe,USA and Asia, using a range of International based couriers. Please expect your items to be shipped separately (if you order more than one item) as different factories specialize in different areas of manufacturing.
19. I have placed an order with multiple items recently, can I combine them into one package?
We have 6 different warehouses in different countries. When you order multiple items at one order, each item will be shipped separately. They will arrive to you in single packages. The shipping is free worldwide, so it does not affect your cost.
Do I pay any custom fees or taxes?
Paying import taxes and customs duties is the duty of the buyer. The buyer is responsible for any import duties or taxes.
20. What is the shipping cost?
Shipping is FREE worldwide for all items.
21. How long should I wait for delivery?
You can refer to our shipping & delivery section at the bottom of our website.
22. What is Buyer Protection?
Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.
You are protected when:
The item you ordered did not arrive within the time promised by the seller.
The item you received was the wrong product.
For more information check Refunds & Returns Policy.
Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
23. Additional non-returnable items:
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 15 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send the products to the address provided by e-mail..
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
25. HASSLE-FREE RETURNS
In the rare case, you are not 100% satisfied with the product(s), you may return it for a full refund or exchange it for the same product within 15 days from receipt. Alternatively, we can issue you a store credit to place another order. In case you receive a defective/wrong sized item, the return costs to our warehouse will be fully supported by us. If the item(s) is returned for any other reason than that, the buyer supports the return costs.
If the item(s) is returned for any other reason than the article is defective, the buyer will bear the return costs.
The date of receipt of the order is considered the one reported by the system and confirmed electronically.
- For your convenience, we may choose to offer you a refund of 30% of the product value in exchange for the product to stay with you. This way, you avoid possible shipping costs and save valuable time.
- Delivery fees such as DHL Express fees are not eligible for refunds.
- Late returns shipped beyond 15 days from receipt will not be collected and will return to you.
26. Refund Order:
- The package shows that it was not delivered, the package was not received from the courier/ picked up from the post office and it does not return to the warehouse again.
- The package was not received from the courier/ picked up from the post office, and returned again to the warehouse.
- The package looks like delivered (electronic confirmation by the system) but the customer says it was not received from the courier/ picked up from the post office and it does not return to the warehouse again.
Please note that if you wish to purchase again, the product will be resent only after you have made a new order and paid it.
The money will be refunded within max. 7 days after the notification was clarified.
27. WHO PAYS FOR THE RETURN?
In the rare case you receive a faulty product, or the product was shipped in a different size than the one ordered, HEYYDAR will support the return costs. If you choose to return an item for other reason than that, the return costs will be supported by the customer.
26. CAN I RETURN A PRODUCT?
Yes. In the rare case, you're not 100% satisfied with the product(s), you may return it for a full refund or exchange it for the same product within 14 days from the day it was received. Alternatively, we can issue you a store credit to place another order.
For your convenience, we may choose to offer you a refund of 30% of the product value in exchange for the product to stay with you. This way, you avoid possible shipping costs and also save valuable time. If you prefer this option simply email us at firstname.lastname@example.org and we'll arrange your refund. To begin a return please visit the returns page.
Please note that Delivery fees are not eligible for refunds.
29. WHAT HAPPENS TO UNCLAIMED ORDERS?
We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of incorrect or insufficient address was provided or because of refusal to pay import taxes.
Requests for refunds for unclaimed items are subject to a 30% restocking fee. You may also ask for the package to be reshipped out to you for a $30 USD re-delivery fee to cover postage costs for Standard Shipping or equivalent fee to cover the initial Express Shipping Costs if the order is reshipped again to the customer.
In case you did not receive your item, you have the right to request a refund or re-shipment within max. 60 days of placing the order. Orders that fall outside the 60 day period are not eligible for refunds or re-shipments.