Shipping Policy

Last Updated: June 13, 2026

Please read below for all details related to shipping, estimated delivery times, delivery failures, and other useful information. If you have any questions or require assistance, please contact us at support@helioshow.com.

1. Where Are Items Located?

Our manufacturing facilities and main warehouses are located in China. Your package will be shipped directly from China to your destination.

2. Order Handling & Lead Time

  • Average Handling Time: 1–7 business days.
  • Custom Items: Special items requiring customization may incur an additional 10–14 business days of production time.
  • Made-to-Order: All our products are made or assembled to order. Please refer to each product's description, as certain complex items can take up to 10-14 business to manufacture.

3. Shipping Costs & Express Options

Standard Shipping: We offer FREE standard shipping for all eligible orders.

Express Shipping: Express options are available and incur additional fees. If you need a faster shipping service, please email us with your order details and destination, and we will calculate a customized postage cost for you.

4. Estimated Shipping Times by Region

Note: Shipping times below are estimates and apply after the handling/production period.

  • United States & Canada: Orders are typically received in 25–35 days (US) or 30–40 days (Canada) from the date of order. Shipped via UPS standard delivery. Door-to-door service with import duties covered by us.
  • Australia: Standard shipping takes approximately 25–50 days, or 5–20 days via EMS (plus handling time).
  • Europe Region: Orders are typically received in 28–60 days from the date of order via Royal Mail or UPS. Door-to-door service with import duties covered by us (when using standard shipping channels). We currently deliver to: United Kingdom, Germany, Belgium, Netherlands, France, Denmark, Austria, Italy, Greece, Sweden, Cyprus, Croatia, Spain, Turkey, Czech Republic, Hungary, Romania, Poland, Norway, Finland, Slovenia, Switzerland, Ireland, Portugal, and Estonia.
  • Asia & Middle East: Standard shipping takes approximately 25–50 days, or 5–20 days via EMS. We deliver to: Cambodia, Hong Kong, Israel, Indonesia, Kazakhstan, Kyrgyzstan, Laos, Lebanon, Mongolia, Philippines, Pakistan, Vietnam, and India.
  • UAE / Bahrain / Kuwait: Middle East express line takes 10–35 days.
  • Russia: Special Line Express takes 10–30 days.

If your country is not listed, please email us to ask for a specific shipping rate to your destination.

5. Deadlines & Changes to Estimated Delivery Dates

Need an item by a certain date?
Though we try our best to accommodate deadlines, we cannot guarantee arrivals by a certain date. As soon as the parcel leaves our doors, it is at the full discretion of the courier company to deliver your order timely. We ask that you purchase well ahead of your deadline to avoid any unexpected delays. We cannot refund an order while it is in transit; the order must be delivered and formally returned to us to process a refund.

Changes to Delivery Date:
We or our delivery partners will notify you of reasonable changes to the estimated delivery date if events outside our control delay the delivery. If we cannot deliver your products within 90 days, we will let you know, cancel your order, and issue a full refund.

6. Incorrect Address or Address Change

Please ensure your shipping address is completely correct when placing an order. We are not responsible for lost or misdelivered packages or costs associated with an incorrectly provided address. We cannot guarantee the successful modification of an address once the item has shipped.

If an address change is required in transit, couriers (like EMS or Postal parcel) will charge a change-of-address fee and potential redelivery costs. If you request that we contact the courier on your behalf, we will invoice you for these additional costs. If you make the change on your own and the courier bills us separately, we will invoice you for that amount. We appreciate your understanding that we cannot assume costs for mistakes outside our control.

7. Failure to Receive Delivery

Couriers will typically attempt to deliver a package one time. If the package is undeliverable (e.g., no signature can be obtained, wrong address, unsecure location), it will be held at a local facility for a short time before being returned to us. When returned, the courier charges us a return fee.

We are not responsible for costs related to items returned due to a failure to receive delivery. If this happens, we will contact you. You may choose to have the package reshipped (you will be invoiced for the courier's return fee plus the new shipping cost) or you may cancel the order (a refund will be issued minus a 30% restocking fee to cover lost shipping and packaging costs). You must respond within 30 days of the item being returned to us to claim a reshipment or refund.

8. Lost, Stolen, and Misdelivered Packages

  • Secure Drop-off: If there is no signature requirement, the courier will determine at their own discretion if an area is secure to leave a package. If a signature is required and cannot be obtained, a door tag is usually left with further instructions.
  • Returned due to Loss/Misdelivery: If the package is returned to the place of shipment due to being lost, stolen, or misdelivered, we will provide a re-shipment service (you will be charged the cost of shipping depending on package size/weight).
  • Damaged in Transit: If your item is damaged or lost due to shipping fault, we will send you a replacement for free.
  • Marked "Delivered" but Missing: If a package is marked as "delivered" but cannot be located, please wait one business day as it may still be on a delivery truck. If it is still missing, it is your responsibility to contact the courier and request a "trace." You must request a trace within 7 days of delivery to be considered for a replacement or refund. Outside this window, we can no longer file a loss claim with the courier.

9. Import Taxes and VAT

In most cases, for the United States, Canada, and specific European standard channels, parcels pass through customs without VAT or import duties payable by you. However, in certain circumstances (especially on larger orders or expedited shipping), we may need you to cooperate with customs paperwork.

For destinations outside of our duty-covered zones, or if you request non-standard express shipping, please be aware that each destination country has different import tax thresholds. Import duties, taxes, and charges are not included in the item price or standard shipping cost in these scenarios, and these charges are the buyer’s responsibility.

Special attention for EU Customers: Please choose standard shipping channels for the UK, Belgium, Poland, Spain, Germany, Luxembourg, Austria, Sweden, and Hungary; otherwise, customs may impose expensive import duties on you.

10. Shipping Exclusions

We do not automatically ship to the following countries/regions via our standard checkout process:

  • Asia & Middle East: Afghanistan, Armenia, Azerbaijan, Bangladesh, Bhutan, Georgia, Iraq, Jordan, Kuwait, Nepal, Oman, Sri Lanka, Tajikistan, Turkmenistan, Uzbekistan, Yemen.
  • Oceania: American Samoa, Cook Islands, French Polynesia, Guam, Kiribati, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Palau, Papua New Guinea, Solomon Islands, Tonga, Tuvalu, Vanuatu, Wallis and Futuna, Western Samoa.
  • Europe: Albania, Bosnia and Herzegovina, Montenegro, Serbia, San Marino.
  • Africa: All African countries.
  • South America: All South American countries.

If you are located in one of the regions listed above and wish to purchase our lighting, please contact our customer service team at support@helioshow.com, and we will calculate a separate transportation cost for your specific order.

11. Contact Us

If you have any issues with your shipment, need an address change, or require express shipping quotes, please reach out to us:

Email: support@helioshow.com