Customer Help

Our happiness team is always here to assist.

Common purchase queries answered

Orders and Shipping

How long does it take for me to receive my order?

ORDER PROCESSING TIME

Order processing time: Within 48 hours from the time you place your order. The order cutoff time is 4:00 PM daily in GMT -8. Orders placed after this time will be processed the next day.

ESTIMATED DELIVERY TIME

Estimated delivery time: From 3 to 7 days from the time the order is processed and confirmed. We are committed to providing you with fast and efficient product delivery.

How do I create an account?

Immediately after your order is successfully placed, the system will automatically create an account using the email address you provided. Please check your email to receive your account information.

How do I change my shipping address?

Please contact us immediately at contact@helenzin.com with your order number and the correct address. If your order has not been shipped yet, we can update it for you. If it has already been dispatched, we are unable to change the address, but please reach out so we can try to assist you.

How do I track the status of my order?

Please visit https://helenzin.com/order-tracking/ Fill in your email and order ID and click check.

Will you keep my credit card information on file?

We do not store your payment information. Payment information is used only once through PayPal’s secure payment and security system.

Do you charge sales tax?

We only charge sales tax for orders shipped within New York State. Orders shipped to other states or countries are tax-free.

Do you ship to my country?

Yes, we do ship worldwide via [USPS/DHL/FedEx…]. You can proceed to the checkout page and enter your address to see the shipping rate

Will my items come in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages to ensure they get to you as fast as possible. Please don’t worry if you receive one item before the others.

If you need to swap an item

Returns and Exchanges

What is your returns policy?

We offer a 30-day return policy for defective or damaged items. If you receive a faulty product, please contact us immediately for a free replacement or full refund.

I received the wrong item

We sincerely apologize for the mix-up! Please email us at contact@helenzin.com with a photo of the item you received. We will verify it and send you the correct item immediately completely free of charge. You do not need to return the wrong item.

My order arrived damaged

We are so sorry to hear that! Please email us a photo of the damaged item at contact@helenzin.com so we can verify it with the carrier. We will send you a free replacement immediately. You don’t need to return the damaged one

Where should I mail my authorized return?

Please mail your authorized return to our main facility at: Helenzin 151 Timber Cove, Webster, NY 14580, USA. Please ensure you have contacted us at contact@helenzin.com to receive a Return Authorization Number (RA#) before shipping your item back. Returns without prior authorization may not be accepted.

How do I receive customer support?

Our customer support team is here to help! You can reach us via email at contact@helenzin.com or call us at +1 (929) 529-7799. We typically respond within 24 hours.

What do I do if I entered an incorrect shipping address?

Can I change or cancel an order after I've submitted it?

You can request to cancel or change your order details within 24 hours of purchase. After this timeframe, your order will have been processed for production and shipping, so we can no longer make changes.

Can I pre-order an item that is sold out?

At this time, we do not accept pre-orders for sold-out items to ensure fast shipping times. However, we restock our inventory frequently. Please check back on our website regularly or contact us at contact@helenzin.com for specific updates.