Shipping and Return

Delivery and Shipping（交貨與運送）

Shipping from Taiwan（台灣出貨）

Estimated Shipping Time（預計運送時間）
Orders are typically processed for shipment within 1-3 business days after payment is cleared. Once successfully shipped, we will provide a tracking number (from different shipping carriers). We ship globally from Taiwan, and the shipping cost depends on the package size, destination, and the chosen shipping carrier. Shipping fees will be automatically calculated on the product page and checkout page.

We primarily use TAIWAN POST EMS (International Express Mail Service).

You can check the status of your shipment through the following link:
https://postserv.post.gov.tw/pstmail/main_mail.html?targetTxn=EB500200

Delivery days are counted from the date of dispatch to the postal service of the destination country, excluding customs clearance time.

  • Taiwan: 1-2 business days
  • Japan: 2-3 business days, weight limit: 30 kg, size limits: Table 1
  • Thailand: 3-4 business days, weight limit: 30 kg, size limits: Table 1
  • Philippines: 3-5 business days, weight limit: 30 kg, size limits: Table 1
  • Australia: 4-6 business days, weight limit: 20 kg, size limits: Table 2
  • New Zealand: 4-6 business days, weight limit: 30 kg, size limits: Table 1
  • Canada: 4-5 business days, weight limit: 30 kg, size limits: Table 1
  • United States: 4-5 business days, weight limit: 30 kg, size limits: Table 3
  • United Kingdom: 4-5 business days, weight limit: 30 kg, size limits: Table 1
  • France: 4-5 business days, weight limit: 20 kg, size limits: Table 1

For countries not listed, you can inquire via email or use the online customer service system for further details. Thank you.

International Buyers – Please Note（國際買家 – 請注意）

Unless stated during checkout, import duties, taxes, and fees are not included in the item price or shipping costs. These charges are the responsibility of the buyer. Please consult your country’s customs office for details on additional charges before purchasing. We ship from Taiwan, and customs fees are usually collected by the shipping company or upon delivery. These fees are not additional shipping fees. We will not undervalue merchandise or mark items as gifts on customs forms, as this is a violation of international law. Please ensure your shipping and delivery address is correct before making payment.

Returns（退貨）

We always strive to meet customer return requests. If you are not satisfied with the product or have ordered the wrong item, as long as the product is in its original condition, we accept returns and will provide a full refund (with a 15% restocking fee for items with no damage or wear). Once the product is altered, your return policy will be voided. To qualify for a return, your item must be unused and in the same condition as when you received it. To complete your return, we require a valid sales order number, receipt, or proof of purchase.

Please contact us at info@heliumium.com and we will provide the return address.

Refunds（退款）

Once we receive and inspect your return, we will notify you via email regarding the status of your refund. If your refund is approved, it will be processed and credited to your credit card or original payment method. You can cancel the contract within 14 days without providing any reason or returning the goods. The period starts from the receipt of written notification, but only after the recipient has received the goods.

Delayed or Missing Refunds（延遲或遺失退款）

If you haven’t received your refund, please check your bank account, then contact your credit card company. It may take some time before your refund is officially processed. Next, please contact your bank. There is usually some processing time before refunds are posted. If you’ve done all of this and still have not received your refund, please contact us at info@heliumium.com.

Size Limit Tables（尺寸限制表）

  1. No single dimension (length, width, height) exceeds 1.5 meters; total length plus the maximum girth does not exceed 3 meters.
  2. No single dimension (length, width, height) exceeds 1.05 meters; total length plus the maximum girth does not exceed 2 meters.
  3. No single dimension (length, width, height) exceeds 1.52 meters; total length plus the maximum girth does not exceed 2.74 meters.
  4. Length, width, and height combined: 0.9 meters, maximum dimension of any side cannot exceed 0.6 meters; rolled items: length plus twice the diameter combined is 1.04 meters, but maximum side dimension cannot exceed 0.9 meters.
  5. Length, width, and height: 1 meter × 0.5 meter × 0.5 meter.
  6. No single dimension (length, width, height) exceeds 1 meter; total length plus the maximum girth does not exceed 2 meters.
  7. No side exceeds 1.5 meters, and total length plus the maximum girth is limited to 2 meters.
  8. No single dimension exceeds 1.05 meters, and total length plus the maximum girth is limited to 3 meters.

Note: Total length plus the maximum girth = length × 1 + width × 2 + height × 2.