- Hely & Weber - Outcomes Matter
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Terms and Conditions
We warrant each new Hely & Weber Product purchased directly from Hely & Weber or from an Authorized Hely & Weber Distributor to be free of defective material and workmanship under proper use and service. However, we cannot guarantee the quality of the product you purchase online unless purchased directly from us. As we want everyone to be satisfied with their experiences using Hely & Weber products, we will be happy to assist you in disputes with Authorized Hely & Weber Distributors. Hely & Weber will provide the same warranty protection on our products where we can identify the purchase history and confirm the authenticity.
Business Accounts- Please contact Customer Service to have your account activated and your user(s) set up.
SEARCH – Located at the top of every page, the Search box allows you to search the entire site. Just enter a keyword, specific product name, item #, etc.
BROWSE BY CATEGORY – Our website is organized by categories and sub categories. You can easily find the items you are looking for by choosing the topic that fits best from our list of categories located on the left hand side of every page on the website.
Products - This option will bring up our sub-category lists. Just click on the category or sub-category that best fits what you are looking for and easily browse the products that come up. Or please feel free to call Customer Service for Live Help at 800-654-3241, Monday through Friday, 7AM – 5 PM Pacific Standard Time.
How to Place an Order
Every product listed on our website has an "Add to my Shopping Cart" button located on the product detail page. Click the button to have it added to your shopping cart and proceed directly to a list of all items in your shopping cart. You can choose to continue shopping, update the quantity of product you wish to order, or proceed to the checkout page where you can provide billing/shipping information and complete your purchase.
All taxes and shipping charges will be provided during checkout prior to purchase for our direct to consumer customers. Or, please feel free to call Customer Service for Live Help at 800-654-3241, Monday through Friday, 6AM – 5 PM Pacific Standard Time.
You can purchase items via the following methods:
- The web store hely-weber.com accepts Visa, MasterCard and American Express through Authorize.net.
We accept Visa, MasterCard and American Express for orders placed by phone or fax. Phone: 800 654-3241 or 800 221-5465 Fax: 800 559-5975
We do not accept checks or cash when receiving orders placed by phone or on our web store.
Hely-Weber.com uses Secure Sockets Layer (SSL) encryption to transmit your credit card information though the Authorize.net payment gateway.
Hely-Weber.com charges sales tax.
We do not accept international orders online at this time.
Shipping & Delivery- via FedEx®
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 kEncEmailpsefsAifmz.xfcfs/dpn 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 kEncEmailpsefsAifmz.xfcfs/dpn 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).
Privacy and Security
What information do you collect?
The information that you provide us about yourself, as well as information about your order, may be combined with other personally identifiable information (such as demographic information and past purchase history) available from our records and other sources. This information will be used to make our future marketing efforts more efficient.
Where do you collect the information?
There are two areas on our site where we collect personal information:
- the “Check Out” page
- the Contact Form on the “Contact Us” page
What do you do with the information?
Once we have collected the above information, it is used to process orders, to communicate with you about your order, and to provide future notification of news and product updates. We also use it to improve our website. We may provide statistical information about buying patterns and traffic patterns to others, but this data does not include any personal information.
How and why do you use "Cookies"?
"Cookies" are a type of information that is stored on your hard drive via your web browser. The "cookies" that hely-weber.com uses do not contain any personal data such as credit card information, passwords, or even your name or address. Cookies simply help us to identify your session on the site. They also help us maintain specific visit information about you without forcing you to register or to give personal information.
However, you should have the option of disabling "cookies" through your browser. This is a function of your browser, so the manner in which to turn the "cookies" off is quite individual and thus cannot be addressed here. Please realize that, should you choose to disable the "cookies" we will not be able to personalize your experience with us at hely-weber.com, nor can we guarantee a complete login, registration or shopping experience.
Receiving Email Information from Hely & Weber
We may periodically send emails to our customers to help keep you informed of new products and/or features. In every email that we distribute, we include instructions on how to remove [unsubscribe] your email address from the distribution list.
Secure Credit Card Transaction Processing
Our web site uses Secure Sockets Layer (SSL) encryption to transmit your credit card information from a secure web page to the Authorize.net secure gateway. On the website, your credit card number is saved only long enough for us to process and approve the transaction, unless you choose otherwise. Then it is saved on Authorize.net's secure servers. While ordering online, you will see an unbroken key or locked padlock at the bottom of your browser window and https:// in the location window at the top of your browser. Both of these indicate that the page you are on is secured using SSL encryption to communicate with our secure web server. You will not see these security indicators until you begin the checkout process and indicate that you prefer to order online with a credit card.