Shipping policy

This policy explains how Hetrios ships your order — processing time, delivery estimates, and what to do if something goes wrong in transit.

Processing time

Orders are processed within 1–2 business days (Monday–Friday, excluding US federal holidays). Orders placed on weekends or holidays begin processing the next business day.

You'll receive a confirmation email when you order and a separate shipping notice with tracking once your package leaves our warehouse.

Shipping cost

Free standard shipping on all orders to the United States. No minimum order value, no membership required.

Expedited shipping is available at checkout where eligible, at carrier-calculated rates.

Delivery estimates

  • Contiguous US: 5–8 business days after shipping
  • Alaska, Hawaii, US territories: 7–14 business days after shipping
  • Expedited (where offered): 2–4 business days after shipping

Delivery times are estimates from the carrier and are not guaranteed. Weather, holidays, and remote addresses may add a day or two.

International shipping

We currently ship only within the United States. We expect to add international destinations in the future — if you'd like to be notified, email support@hetrios.com.

Tracking your order

Tracking is emailed automatically when your order ships. If you don't see it within 2 business days of ordering, check your spam folder or contact us.

Address accuracy

Please double-check your shipping address at checkout. Orders shipped to incorrect addresses provided by the customer are not eligible for free reshipment. If you spot an error, email us within an hour of ordering and we'll do our best to correct it before the package leaves.

Lost or damaged packages

If tracking shows your package as delivered but you can't find it, please:

  1. Wait 24 hours — carriers sometimes scan early
  2. Check with neighbors and around the property
  3. Contact the carrier directly with the tracking number

If the package is still missing, contact support@hetrios.com within 7 days of the delivery scan and we'll open a claim and arrange a replacement.

For visibly damaged packages, photograph the box and contents before opening as much as possible, then email us within 48 hours.

Order changes and cancellation

Orders can be modified or cancelled any time before they ship. Once a label is printed, changes aren't possible — you'd need to wait for delivery and follow our return process.

Holiday season

During major sale periods (Black Friday through New Year), processing and delivery times may add 1–3 days due to carrier volume. We'll post updates on the site when delays are expected.

Questions

Email support@hetrios.com or call (385) 398-6520, Monday–Friday, 9am–5pm Mountain Time.