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Shipping and Returns
Shipping & Delivery- via FedEx®
***FedEx and UPS are currently not guaranteeing shipment times or offering refunds for delayed packages. Therefore we at Hely & Weber cannot guarantee any shipment delivery times, nor will we be refunding shipping charges during this period . Thank you in advance for your understanding.***
Orders will be shipped within 2 business days for in-stock merchandise. Orders made on Saturday or Sunday will be processed the following Monday, except on public holidays. If a product is out of stock, the customer will be contacted with an updated estimated ship date, a proposed alternative item, or an offer of a refund. All orders that total $100.00 or greater will require a signature upon delivery. All air orders received after 1pm PST will be shipped the next day.
Shipping and handling charges for Direct to Consumer online orders to the contiguous 48 states only are:
Shipping to Hawaii, Alaska, Puerto Rico, Marshall Islands, Guam, America Samoa, Northern Mariana Islands, Palau, and US Virgin Islands is available via U.S.P.S. Priority Mail. Shipping and handling charges for Priority Mail to customers in these locations are $20.00. -- only available through calling customer service
Business Account Customers will be charged Shipping/Freight/Sales Tax charges at Invoice as is our current policy with your orders.
Physical Addresses Only! No P.O. Boxes please.
FedEx® requires a physical address.
Shipping Within the U.S.
Hely-Weber.com delivers to the United States, including Alaska and Hawaii, as well as to Puerto Rico, Guam, the U.S. Virgin Islands, U.S. Territories and APO/FPO addresses (for military personnel).
We ship all products to APO/FPO addresses via the U.S. Postal Service. Please call Customer Service to place an order for USPS orders.
*Overnight shipping is not guaranteed for APO/FPO addresses, or for U.S.P.S. Priority Mail shipments*
Shipping to U.S. Territories: Orders being shipped to Guam, Virgin Islands and all other U.S. Territories will be shipped via U.S. Priority Mail. There are no expedited options for U.S. Territories at this time.
Billing Your Insurance
To apply for reimbursement from your health insurance you must submit three forms to the insurance company. However, Hely & Weber recommends you contact your insurance company to see if there is any other information needed.:
1. A copy of the invoice from Hely & Weber. This form has medical billing codes (also known as HCPCS or L-codes). After paying for product, Hely & Weber will email the invoice. If email is not available, you may request a copy by postal mail.
2. A prescription or letter of necessity from your healthcare provider.
3. An insurance claim form that can be obtained from your insurance company.
Mail the invoice, prescription (or letter of necessity) and completed claim form to the designated address on the claim form or on your insurance card.
Returns and Exchanges
If for any reason you are not satisfied with your delivery you may return it within thirty (30) days after the purchase date to Hely & Weber according to the below policy. All returns are subject to the conditions listed below.
All returns and exchanges must have a Return Merchandise Authorization (RMA) number. You can obtain an RMA number by calling customer service at 800-654-3241.
All returns and exchanges must be postmarked within 30 days of product delivery. Returned items postmarked after 30 days will be not be processed and returned to the sender.
All returns must be sent through UPS or FedEx.
All products and packaging must be returned in new, unworn, and undamaged condition. Any product(s) showing signs of wear or being soiled in any way will not be accepted for exchange or return, and will be returned to the customer.
Returned items will be subject to a 15% restocking fee unless the product was defective or there was a shipping error on the part of Hely & Weber. A returned item is an item that is being sent back for credit to be applied to the credit card used to purchase the item. The customer is responsible for shipping charges on returned items and any package refusals (ie: if the customer refuses delivery of their order, the cost of UPS sending the box back to Hely & Weber will be deducted from the refund. The "refused package" cost is USD $15.00. This fee will cover internal and shipping costs.
PLEASE NOTE THAT CLEARANCE ITEMS ARE FINAL SALES. NO RETURNS OF ITEMS MARKED AS CLEARANCE WILL BE ACCEPTED.
Below are the steps to process a return:
- Send an email to email@example.com with the subject line "Return Merchandise Authorization Request.” In your email, please include the following information:
- Your order number.
- Your name, address, and phone number.
- The item(s) and quantity you are returning. Please include item or SKU number(s).
The reason(s) for your return. In order to expedite your return, please provide a specific reason for each item you are sending back. You may use the below list to help you specify your reason for the return:
- - Product not as expected
- - Changed Mind
- - Duplicate Order
- - Ordered wrong size
- - Ordered wrong product
- - No longer want the item
- - Defective Item
Please note: Hely & Weber reserves the right to refuse to accept returns of excessively used or damaged products.
We will respond within 1-2 business days via email with your Return Merchandise Authorization (RMA) #. You’ll be given detailed instructions of where to send your package, including the request to write your RMA# on the OUTSIDE OF THE BOX you will be using to ship the item back to us. Please note: refunds requested on all non-defective merchandise must be in re-sellable condition, otherwise your refund can be denied. It is recommended that you send your return package insured with a service that provides a tracking number, as we need to be able to locate your package in the event of a shipping error. If we are unable to locate your return, we are unable to issue a refund.
Once we have received and processed your return, we will provide a refund via your original form of payment. You will be notified via email of this credit if we have your email address on file. Please note: We do not refund shipping charges or return postage. It can take 5-10 business days from the time we receive your item at our return facility to process your credit. If it’s been over 3 weeks and you still don’t have your credit, please email firstname.lastname@example.org with your tracking information so we can research this for you and your request will be expedited.
Lastly, if you prefer to call vs. email, please feel free to do so. Please feel free to call Customer Service for Live Help at 800-654-3241, Monday through Friday, 7AM – 5 PM Pacific Standard Time. We just find it easier to handle these requests via email as it takes time for us to generate a RMA #. Rather than having you wait for a call back from us, we find we can provide a better experience for our customers if they initiate this process via email. Again, feel free to call us at 800 654-3241 if you need to. We are here to help.
To return a product for an exchange, please order the new size now via email or by calling Customer Service, and make arrangements for return of the other product for credit upon return to Hely & Weber (as discussed above regarding how to process a return).