DELIVERY

When will i get my order?

Each of our products is made to order. Once your order is placed, our production partner begins crafting it. For personalized items, our design team will start working on the custom design within 12 hours of receiving the order, and then we’ll forward the design to production.

For the most up-to-date production timelines, please check the specific product page.

Estimated shipping time within the U.S. mainland is 5-10 business days (excluding weekends), with longer delivery times possible for locations outside the U.S.

Where will my order be shipped from?

We collaborate with various manufacturers, each with its own production facilities located across the U.S.

Will all my items be shipped together?

Since we work with different production partners, items like blankets and metal signs are produced at separate facilities. If your order includes multiple products, they may be shipped from different locations, which means they could arrive in separate packages on different dates. Each package will have its own tracking number.

Will I be charged customs fees for my order?

For international orders, additional customs and tax fees may apply. These charges are determined by your local customs office and are beyond our control. Since customs regulations differ from country to country, we recommend checking with your local customs office to find out if duties and taxes will be applied to your purchase.

Do you offer gift wrapping or gift messages?

Unfortunately, we're unable to include gift messages on the packing slip at this time since we don’t handle the production or printing directly. However, we’re collaborating with our manufacturers to hopefully offer this option in the future.

My order seems delayed, what should I do?

Before reaching out to us, please try the following steps:

-Review your shipping confirmation email to ensure the delivery address is correct.

-Check with your local post office to see if they have your package.

-Ask your neighbors in case the courier left the package with them.

If the shipping courier has lost your package, please file a police report, then contact us at info@heloya.com with your order number for assistance.

ORDERS

What should I do after receiving my blanket?

We strongly suggest washing your blanket as soon as you receive it. If you notice any odor, it's just a result of the pretreatment and curing process during production. This is completely normal and will fade after the first wash.

How are your products manufactured?

Our products, including woven and fleece blankets, are made locally by our U.S.-based production partners to minimize waste.

How can I track my order?

Once your order has shipped, you’ll receive an email with a tracking link. If you have any questions about tracking or your shipment, feel free to email us at info@heloya.com.

I received the wrong or a damaged product, what should I do?

We sincerely apologize if your order arrived damaged or incorrect. To help us resolve this quickly, please email us at info@heloya.com within a week. Include photos of the damaged item, your order number, and any relevant details. We'll get back to you with a solution as soon as possible!

REFUND POLICY

What is your return policy?

Since most of our products are personalized and made to order, we typically cannot accept returns or exchanges unless the item you receive doesn't meet your expectations. 

However, we are committed to ensuring 100% customer satisfaction, so please contact us if there are any issues with your order!

Do you provide refunds?

Refunds are only available for customers who receive incorrect or damaged items. If this applies to your order, please email us at info@heloya.com with photos of the wrong or damaged products, and we'll resolve the issue as quickly as possible.

Can I cancel my order?

Orders are processed within 12 hours of being placed. Once production begins, unfortunately, we are unable to cancel the order.

Please keep in mind that we're a small two-person team just getting started. When you request to cancel an order and demand a refund, we have to cover the costs out of our own pockets. Many of our products are personalized, which means they can't be resold. 

We truly appreciate your understanding and support for our small business!

Can I exchange an item for a different size or color?

Currently, we don’t offer direct exchanges. If you’re unsure about which size will fit best, be sure to check the sizing chart available for each item in the product description section of our store.

While it’s uncommon, an item you ordered may occasionally be mislabeled. If this happens, please contact us at info@heloya.com within a week of receiving your order. Be sure to include your order number and photos of the mislabeled item, and we’ll either send you a replacement or provide a refund!