Shipping & Returns
1. WHERE WE SHIP
We ship to any physical address in the contiguous United States. We currently use FedEx or UPS for ship our computers. We choose to work with these carriers as they are very transparent about package location and delivery estimates. Once your order has officially shipped, you will receive a tracking number soon after that you can easily access on their official websites.
Shipping Internationally will require a USA address and a forwarder. Some recommendations are:
https://www.reship.com, https://www.shipito.com, or https://www.parcl.com. We are not associated with any of these services. Please visit their website for more information.
2. WHEN WE SHIP
Products are shipped only after build which can take up to 15 days on a standard basis. Your order may be delayed if your ship to address does not match what your credit card issuer has on their file. Under the circumstances for which we are unable to charge your card or verify your address, we cannot guarantee when your order is shipped out. Also if you choose next day air service, it does not necessarily mean you will get it the next day from the order date, it means that you will get it the next day from the date we ship the order. Helium reserves the right at any time after receipt of your order to delay your order for any reason.
3. SHIPPING DELAYS
Once an order is shipped, it is up to the shipper/courier to deliver the products; we will not be able to stop the shipment once it is shipped. If the courier loses the package, we will not be able to ship out replacement packages until the shipper courier confirms that the package is lost/will not be delivered to its destination and they will reimburse us. If a package is returned to us because no one was available to sign for it or the address was input incorrectly at the time you enter the order, you will be charged again to ship it out a second time.
You may return your system within 30 days of receiving your shipment. Due to our systems being built to order, you will be charged a restocking and processing fee of 15% on the helium systems unless all of the three items below have been met:
- Your purchase is shipped to Helium within 30 days of original delivery.
- There are defective hardware component(s) inside the computer such as a memory stick causing stability/performance issue.
- Helium or a third-party computer company contracted by Helium has verified that the stability/performance issues are in direct result of the hardware inside the computer and NOT the software such as the operating system, drivers, or software.
Must be returned in original condition with box. We reserve the right to reject orders where damage or tampering is evident.
Before making any returns, back up all software and data and remove any personal information, confidential information or private content which you do not want viewed or used by any third party. Helium is not liable for lost data or misuse of data on computers that are returned for any reason.