FAQ

Can I change the shipping address for my order?

We will be happy to change the shipping address for you order! Please email us via theheliosus@gmail.com with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. Unfortunately we are also unable to change your shipping address from a domestic US address to an International address, or from an International address to a domestic US address. Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

I did not receive confirmation email after payment.

Confirmation email will be sent to your email address or phone number ( We suggest using your email at checkout ). If you don’t receive any confirmation email, which means we have not received the order. Your money will be returned to your bank account in the next few days.

I have not received my order after 2 weeks with Express/Priority Shipping method.

Priority/Express Shipping time starts only when your order has been dispatched from our shop to the courier service and not including the time we prepare/make the product. It usually takes 7-14 days ( not include Saturday, Sunday and Holiday ) completing the final product because they are all handmade to order.

I gave the wrong address for my order. What to do?

If your order has not delivered yet, you can contact UPS to change your address. Otherwise, the package will be sent back to our shop, and you will have to pay for shipping fee again to get your order.

My order was stolen or mistaken by someone else.

Unfortunately, we are not responsible for stolen package orders due to delivery. You might want to contact USPS for more information about your order in this case.

If USPS lost my package?

Unfortunately, we are not responsible for this incident. Please contact USPS or fill MRC form. 

Can I get my order quicker than usual?

On special occasions such as Valentine’s Day, Mother’s Day, Graduation, Halloween, and Christmas, we will try our best to prepare your order within 1- 7 days (not including delivery time). However, on normal day, we regret to say that it is impossible.