Shipping policy

Shipping Policy & Legal Notice

Processing and transit times

Orders are typically processed (prepared for shipment) within 24 hours. Estimated transit time is 6–10 business days from the date your order ships, depending on your destination. This is an estimate, not a guaranteed delivery date.

Multiple packages and international origin

Because we work with international suppliers, your order may ship from outside your country and may arrive in more than one package, potentially at different times.

Customs duties and import taxes

Unless stated otherwise at checkout, prices do not include customs duties, import taxes or other charges applied by your country's customs authority (Delivered At Place / DDU terms). These charges, if any, are the responsibility of the customer and are determined by your local customs office. They are not part of the payment made to HelloBack and are non-refundable if a package is rejected or abandoned due to unpaid duties.

If your order is delayed

If your order will arrive later than the estimate given at checkout, we will notify you and let you know your options, which may include continuing to wait or cancelling for a full refund. If your order does not arrive within a reasonable extended period beyond the original estimate, you may cancel and request a full, immediate refund.

Loss or damage in transit

If your order is lost or arrives damaged, contact us at helloback.info@gmail.com within 30 days of the expected delivery date (or of delivery, for damage claims), with photos where applicable. We will offer a reshipment or a full refund; we are not able to offer compensation for indirect or consequential losses.

Force majeure

HelloBack is not liable for shipping delays caused by events outside our reasonable control, such as customs holds, severe weather, natural disasters or carrier strikes. You still retain the right to cancel and be refunded if such a delay exceeds the reasonable period described above.

Countries we ship to

We currently ship worldwide, except where restricted by local import regulations or carrier limitations. Any country-specific restrictions will be shown at checkout and applied equally to all customers, regardless of nationality.

Returns address and process

Do not send items back before contacting us. Once your return is approved (see our Refund & Return Policy), we will provide return instructions and, where applicable, a prepaid return label.

Contact

Shipping questions: helloback.info@gmail.com.

Last updated: September 16, 2026.