Shipping Information & FAQ's

At HeliDirect, our goal is to provide ultra fast shipping combined with detail & precision so your order is received quickly without any errors or problems. Simply put, our goal is to meet and exceed your every need, and our staff at HeliDirect will push hard and fast to make sure every order placed with us is priority number one.

Please read below regarding our shipping policies and information, as this is the best area to peruse in order to make sure your shipping needs and questions are met in full.

Customer Shipping Information

HeliDirect provides the customer the ability to utilize multiple shipping & billing addresses, based upon what fits your current needs. Whether inputted by the customer or our staff, the customer is ultimately responsible to maintain and update any new address changes, as HeliDirect cannot / will not be held liable for orders being shipped to an incorrect address.

By updating any shipping or billing address, the HeliDirect system has a "default" billing & shipping address. When this default is selected in referenced to the noted address, this default address will be just that - the default address used, despite how many other addresses exist in the customers' account.

Be sure to be very aware of the default address used, as the system will auto select this address with any order made.

Considering the HeliDirect checkout system displays the selected address during the checkout phase, it is the customers sole responsibility to verify the address is correct. Our system also sends out an automated email when the order is created, notating the shipping address the customer has selected.

Due to these multiple address verification systems, no credits, refunds or otherwise will be offered regarding an order shipped to an incorrect address. The HeliDirect checkout displays the selected address before the order is completed, and also notates the address selected via email after the order has been completed.

Customer Address via  PayPal Payments

In regards to payment via PayPal method, the address listed within your PayPal account will not be used as a valid shipping address, as our system utilizes the shipping address selected during the checkout phase when placing an order.

It is the customer’s sole responsibility to update HeliDirect of any address differences before an order ships, as the order(s) placed through us are shipped via the customer address within our data base, which has been inputted via the customer, or at the request of the customer through our customer service department.

Free Ground Shipping

With a qualifying order of $100.00 or greater, we are happy to offer Free Ground Shipping within the USA, Lower 48 states only – AK, PR & HI may require additional fees, based upon parcel dimensions. If this is the case, our customer service team will contact you for additional payment, if necessary.

Free Ground / Economy Shipping can ship out via multiple methods, such as FedEx Ground, UPS Ground or USPS Priority / 1st Class Mail. These shipping methods are at the sole discretion of our shipping staff, and cannot be chosen by the customer, as the method utilized is based upon economy rates in relation to the size and or weight of the parcel being shipped.

Please note that with Free Shipping, we do not guarantee any delivery time, and with Free Economy Shipping, some orders can take up to 7 business days to arrive based upon your locale, although a shipping time frame of this time is usually quite rare.

If you are in need of a faster delivery time, we highly suggest that you upgrade to a quicker method, as Free Shipping is based upon Economy (5 to 7 business days), and is not guaranteed.

If a faster shipping method is chosen with a qualifying order of $100.00 or greater, please know that we cannot offer any credit or discount towards a faster, alternative shipping method. If Free Ground Economy will not arrive on time, it is the customer’s sole responsibility to choose the correct method for proper delivery.

High Demand Order Processing

Due to high order demand that coincide with holidays, promotions or specials, our shipping team will sometimes process orders over the weekend, and orders will be noted as "Complete" status with active tracking information during this time frame.

In the above circumstance, all such orders will be shipped the following business day, as our carriers only pick up Monday - Friday, excluding holidays. If an order is noted as "Complete" with active tracking on a non business day, this does not notate that the parcel has been passed off to the carrier, and does not count as an active shipping day.

Estimated Delivery Times

Estimated delivery of your order can vary greatly depending upon your location and what shipping method you choose. We do our very best to ship your order the same day we receive it, and although not guaranteed, our shipping team will work hard to ship your order same day, or the following business day, once your order has been received.

For all shipping related questions regarding delivery times, please check our Shipping FAQ below. For any further questions, feel free to contact us, as we would be happy to help!

Lost Orders - Domestic

If you feel that your order(s) have been lost in transit, please contact our customer service department with your order number(s) for direct assistance. Depending upon the carrier, we can initiate a trace for you and determine what may be the problem with your delivery.

If your package has been lost via the carrier, we can re-ship for you as soon as the carrier validates our claim, or if an insurance option is selected. If your order has not been insured, please be aware limited options will be available, as HeliDirect cannot be held liable for an uninsured parcel that has left our facility.

In the case of most lost or delayed orders, a simple trace can be filed via the noted carrier. This trace option usually takes but a few days to process, and our staff will keep the customer up to speed regarding any updates the carrier has to offer.

Please be aware that even though most traces are resolved within a matter of a few days, HeliDirect cannot be held liable for delays of this nature, as this issue is outside of our control. However, our team will do everything we are able to rectify this matter in due time, so please allow us to process this problem based upon our resources at hand.

Lost Orders - International

For international orders that have encountered a delay, please note our team can process a trace for you based upon the shipping method chosen, with the sole exception of 1st Class International Mail.

Due to the fact that 1st Class International Mail does not use an active tracking number, our team is unable to file a trace via this method, and the customer will be required to wait a total of (45) days before alternate options can be explored via insured parcels only.

If a 1st Class Mail option is chosen without insurance, please be 100% aware that HeliDirect cannot / will not be held liable for an order delay or a non delivered parcel.

Due to the fact that 1st Class Mail can be highly unreliable based upon the locale of delivery, HeliDirect cannot / will not be held liable for any refund, credit or re-shipment of an uninsured parcel. If shipping via 1st Class Mail, we highly recommend insurance - shipping without insurance will be done so at the customers complete risk.

If a trace is requested based upon the customers parcel (excluding 1st Class International Mail), our staff will happily file a trace via the carrier and keep the customer up to speed based upon any relevant updates via the carrier.

Due to multiple factors outside of our control, please be aware that a trace can take several weeks to complete, as these processes involve communication between (2) differing countries. We will do the very best we can to resolve matters as rapidly as possible, so please be patient with us as we exhaust all resources to make sure your parcel is recovered.

Shipping FAQ's:

Below is a list of some of the most common shipping questions we encounter, so if you have a question that involves shipping, please see the below list for a quick & effective answer to your question at hand.

Didn't find your answer? No problem! Please call or message our team of experts via the Contact Us portion of our website, and we will be sure to address your shipping related question to the best of our ability!

When Will My Order Ship?

We do our very best to ship our orders the same day they are placed, based upon current shipping demand. Please keep in mind that we strive to ship every order the same day the order has been placed, but we cannot guarantee same day shipment, no matter what shipping method or rush option selected. This can be due to the below reasons:

- Heavy Shipping Demand
- Fraud Verification Review
- Large Order Quantities
- Missed Cutoff Time
- Early Carrier Pick Up
- System Errors
- Inclement Weather

 What Is The Latest Time I Can Place My Order for the Possibility of Same Day Shipping?

For the possibility of same day shipping, your order must be placed before 1:00pm EST, and must be an order our shipping team is able to process right away. Orders that require fraud verification, lengthy processing due to large order quantity, or an order requiring some aspect of special overview can cause delays, leading to the parcel shipping the following day.

If the above circumstance falls upon a Friday, your order will ship out on the following Monday, as we are not open during the weekends.

For same day shipping, we urge you to place your order as early as possible; this will allow us to process your order and have it ready for our carriers.

For urgent matters, please reach out to our staff via phone at 877-439-4354 with your order number ready, as this will allow our team to analyze your order and verify if same day shipping is a possibility based upon the order generated.

Do You Guarantee Same Day Shipping?

No – we do not guarantee same day shipping. However, with orders placed early enough, we do our very best to ship your order out as rapidly as possible – very often the same day.

 I Selected “Rush” for My Order – What Does This Mean?

Our “Rush” feature will prioritize your order by highlighting it within our system, which our shipping staff will then start working on right away. With this “rush” method, your order will still ship via whatever carrier you choose, and does not designate a faster shipping method. Our "Rush" option simply prompts us to ship your order with an accelerated priority via the shipping method that was selected at checkout.

Please bear in mind that if your order is placed at a time where we cannot process & ship quick enough for our pickup, that your order(s) will not ship same day. The “rush” method needs to be chosen in time before our cutoffs so we can properly ship your order as rapidly as possible.

Please note that an order requiring fraud verification cannot be rushed beyond our normal process of verification. If you have selected the rush option and your order requires fraud verification, please note that the order can only be accelerated within our system after being released from fraud verification.

 If I Ship Overnight, Am I Guaranteed to Receive My Order the Next Day?

If you select UPS or FedEx Overnight, and your order is placed in time that allows the order to be processed and shipped, your order is guaranteed to arrive the next day via the specified carrier.

If you place your order close to our noted 1:00pm EST cutoff time, we urge you to contact us via phone so we can verify that your order is capable of shipping out the same day via the overnight shipping method chosen.

Please be aware shipping methods outside of UPS & FedEx Overnight options are not guaranteed for next day delivery. Multiple shipping options we utilize can offer near overnight delivery based upon your location, but any method outside of these methods cannot be guaranteed, no matter what your previous history of delivery times have been.

 USPS / FedEx & UPS Note Specific Days the Order Will Arrive In – Are These Time Frames Accurate?

Both USPS, FedEx & UPS give “estimates” of when the order will arrive based upon the locale the parcel is shipping to, but this is only an estimate, and cannot be guaranteed. An example of this would be "USPS Priority Mail," which can notate a (2) day delivery time frame. This is an estimate only and in no way is a guaranteed delivery time frame.

With UPS & FedEx (depending upon your locale), the amount of days for shipping can be as little as 1 day, but this is not guaranteed, such as “Overnight” or “2nd Day Air.” Please keep in mind that anything other than “2nd Day Air” & “Overnight” via UPS or FedEx are not guaranteed.

The shipping time for all other methods listed on our site is simply an estimate via the carrier, and although accurate, cannot be guaranteed.

 I’m a Local Customer or Will Be In Your Area – Can I Pick Up My Order?

Our Malden, MA facility offers a full in house showroom experience where your order can be picked up direct via our walk in facility. To take advantage of this, all you need to do is select "Local Store Pick Up" during the checkout phase when placing your order, and our shipping staff will process and hold your order. Once ready, we will send you an email, alerting you that your order is ready for pick up.

For all local pick up's, our staff requires adequate time to process your order for release. When placing your order with us for same day pickup, please bear in mind that the order must be placed before 1:00pm EST for same day pick up - anything after that time will require a phone call to our staff to verify your order will be available.

Please bear in mind that an order placed with us for local store pick up may require the same fraud verification process as a normal online order, which has a possibility of delaying the release time frame. Further, we ask that any customer picking up a pre-paid online order have valid ID, along with the credit card utilized in the case of a credit card payment.

 I Selected Free Shipping – What Shipping Method Will Be Used?

With Free Shipping, our staff will decide which method works best for us, based upon the size and or weight of the parcel. If the method of choice (such as UPS Ground) does not meet the delivery requirements (such as a P.O. box versus a physical address), our staff will reach out to you and provide other options.

Please be aware Free Shipping may not be able to be offered based upon a specified address when it comes to the method of shipping we require. In a case like this, a different address can be provided, or an alternate shipping method can be chosen. This alternate shipping method may be at the cost of the customer if the free shipping method selection we are in need of using does not fit your delivery address requirements.

Please note that with Free Shipping, we do not guarantee any delivery time, and with Free Shipping that ships via UPS Ground, some orders can take up to 7 business days to arrive. If you are in need of a faster delivery time, we highly suggest that you pay for a quicker method, as Free Shipping is based upon Economy (5 to 7 business days), and is not guaranteed.

 I Can Only Receive Orders via a Specific Carrier – What Are My Free Shipping Options?

If you can only receive a specific carrier, such as US Mail, we will do our best to offer qualified Free Shipping options within the same costs available to us via Economy shipping options we utilize.

If you can only receive (1) specified carrier and have selected Free Shipping, note that we may not be able to offer the method of your choice, as some packages (due to size and / or weight), are very costly to ship other than Economy.

In the above case, we will cover a portion of the shipping based upon what would normally be paid via standard economy shipping rates, and will require additional payment for the remaining balance.

 I Selected Priority Mail, and My Order Is Late – Do I Qualify for a Refund?

Priority Mail (within the USA), is very accurate, and is almost always delivered on time, but is not guaranteed to arrive within the noted timeframe, no matter how close you are to our facility. The only methods guaranteed by the shipper to arrive in a specific span of time is UPS or FedEx via select express based methods.

HeliDirect in no way guarantees shipping methods via the postal service, and will not offer any refunds, credits, discounts or otherwise if an order is delayed via an unsecured method, such as USPS. HeliDirect also does not guarantee Priority Mail to be shipped same day, although we do our very best to ship all packages same day.

 Do All Items via HeliDirect Ship Free $100.00 or More?

Nearly all items we carry will qualify for Free Economy Shipping within the USA for an order $100.00 or more, but a few select items do not qualify either due to bulk, weight, or a sizeable discount in order to match other competitors.

Please check the item(s)you are ordering – it will list if it’s available for Free Super Saver Shipping.

 If My Order Ships “Signature Required,” Can I Waive This?

All orders created via HeliDirect can be tagged as a "Signature Required" parcel by our shipping staff, despite what the customer selects or noted during the checkout phase. This signature required option protects us in the event of a lost / stolen parcel, and all such signature required options are normally based upon the order value of the noted order. Once shipped, this signature option cannot be removed by our staff.

If a signature required option will absolutely not work for you, we urge you to contact our staff before your order ships out, and we will do our very best to offer whatever accommodations we are able to make available. However, due to our inherent liability with all parcels we ship, a waiver of a signature required may not be available.

For any UPS parcel that ships with a signature required option, the removal of the signature option is very simple, and can be addressed via the UPS "My Choice" program. Please contact UPS about this option, or feel free to reach out to our staff regarding this, and we will do our best to provide details about this flexible program.
 
I Just Placed an Order Online – Can I Modify It?

Due to the complexities of our system, if an order modification is requested, we will need to cancel the order, allowing a new order to be generated at the customers' convenience. This cancellation can cause order delays, and will also require a new payment, as the original payment transaction will be voided upon cancellation.

Please bear in mind that if an order is already in a "Complete" shipped status, an order cancellation cannot be completed, nor can the order be modified. At this point in time, the customer will need to generate a new order with separate shipping fees noted, if applicable.

I Just Received a Tracking Number, but It Doesn’t Work?

Once your order is shipped via UPS, FedEx or USPS, the tracking number will not be “live” till the carrier picks up your order. Depending upon the carrier or method of shipping, this may take a few hours after the order is picked up, and in the case of USPS, active tracking updates can take even longer.

 For orders placed after our 1:00pm EST cutoff time, the order can still be marked as "Complete" with a shipped status and tracking number, but the order may not leave the facility till the following day. Simply put, a "Complete" status with tracking number does not note the order as 100% shipped out, as the carriers may have already departed by the time the order was processed and set to ship.

 My Order Shipped via USPS, but the Tracking Info Has Not Changed?

For orders shipped via USPS, the tracking info is not like what is seen with FedEx and UPS, as USPS updates every few days, and sometimes the info can be delayed.

Please give your tracking information (1) business day or more to update, and please note that this tracking number is actually a delivery confirmation number, and may not be updated at all till your order is delivered to your door.

 My Package Is Delayed – What Do I Do?

If your order is delayed, please check your tracking number first, and if the tracking information has not changed after several days, please contact us. If delayed beyond an unusual norm, we can file a trace upon your behalf and do our best to find out where the parcel may be held up at. This is in exception to international orders, which can take multiple weeks to update.

Please keep in mind that USPS Mail can vary based upon multitudes of factors, such as inclement weather, sorting locations, internal USPS issues, and more. Although reliable and accurate, USPS Mail can fluctuate, and such variables are outside of our realm of responsibility.

 My Order Arrived with Damage or Errors – What Can I Do?

In the case of any order errors or product damage not related to shipping, please use our “contact us” options to send us a message, or call us via our phone support for help. For quick help, please have your order number ready so we can rapidly assist you.

In the case of product damage not related to shipping, our staff may request a photo of the product for our internal records, so please provide any pictures that may be requested at the discretion of our staff.

 My Order Arrived with Shipping Damage – What Should I Do?

If your order arrives with apparent shipping damage, notify the carrier of the damage and refuse the shipment. If the order was left at your door with shipping damage, or you received the order with damage, please do not open the box; contact us for instructions, and we will be sure to assist.