Shipping policy

Shipping Policy

Last updated: August 3, 2026

Order Processing

Orders are typically processed within 3–5 business days but may require up to 7 business days during product launches, promotional periods, holidays, or periods of unusually high demand.

Business days exclude weekends and public holidays. Processing time is separate from carrier transit time.

Preorder, backorder, and made-to-order products may have different estimated shipping dates. Any different timeframe will be stated on the applicable product page.

HEKA may hold an order for payment, identity, address, or fraud verification. Verification delays are not included in the standard processing period.

Once an order enters processing, changes and cancellations are not guaranteed.

Shipping Availability

HEKA ships throughout the United States and to select international destinations.

Shipping availability, methods, rates, and estimated delivery times are displayed at checkout. HEKA reserves the right to select or change the carrier used to fulfill an order, provided that the selected service is reasonably comparable to the service purchased.

We may be unable to deliver to certain addresses, countries, freight-forwarding facilities, hotels, temporary residences, post-office boxes, or military addresses. Available options will be shown at checkout.

Domestic Delivery Estimates

Estimated delivery times after processing are generally:

  • Standard shipping: 3–7 business days

  • Expedited shipping: According to the estimate displayed at checkout

All delivery dates are estimates and are not guaranteed unless HEKA expressly states otherwise in writing.

International Delivery Estimates

International delivery generally takes 7–21 business days after processing. Customs clearance, local delivery services, government inspections, and regional disruptions may result in additional delays.

HEKA does not guarantee international delivery dates.

Customers are responsible for confirming that products may legally be imported into their destination country and any additional international fees.

Shipping Rates

Shipping charges are calculated and displayed before checkout is completed.

Shipping charges are non-refundable after an order has shipped, including where delivery is delayed by the carrier, except where required by law or where HEKA expressly agrees otherwise.

Free-shipping promotions apply only when the stated eligibility requirements are met. Unless expressly stated otherwise, free shipping applies to standard domestic delivery only and is calculated after discounts have been applied.

Tracking Information

Once your order ships, you will receive a shipping confirmation containing tracking information.

Tracking information may take up to 48 hours to update after the package is transferred to the carrier. HEKA does not control the carrier’s tracking system or the timing and accuracy of tracking updates.

Shipping Addresses

Customers are responsible for providing a complete, accurate, and deliverable shipping address.

If you need to correct an address, contact hekasportswear@gmail.com immediately with your order number and the correct address. HEKA will make reasonable efforts to update the order, but changes are not guaranteed after processing begins.

HEKA is not responsible for delays, losses, misdelivery, or additional expenses caused by:

  • Incorrect or incomplete addresses

  • Missing apartment, unit, or access information

  • Address changes requested after processing

  • Customer relocation

  • Delivery instructions provided directly to the carrier

  • A carrier’s inability to access the delivery location

If an address error requires redelivery or reshipment, the customer will be responsible for the additional shipping cost where permitted by law.

Delivery Instructions and Signature Requirements

Customers are responsible for monitoring tracking and making appropriate arrangements to receive their packages.

HEKA or the carrier may require a signature for certain orders. If delivery is unsuccessful because no authorized recipient is available, the customer is responsible for arranging redelivery or collection from the carrier.

Instructions provided to a carrier—including requests to leave a package unattended, redirect it, hold it, or deliver it to another location—are made at the customer’s risk to the extent permitted by law.

Risk of Loss

Risk of loss passes to the customer when the package is delivered to the shipping address provided at checkout or to a person, concierge, reception desk, mailroom, parcel locker, freight forwarder, or other recipient authorized to receive it.

Nothing in this section limits rights that cannot legally be excluded.

Freight Forwarders and Reshipping Services

If an order is delivered to a freight forwarder, reshipping service, export agent, hotel, commercial receiving facility, or another intermediary selected by the customer, HEKA’s delivery obligation is completed when the package is delivered to that intermediary.

HEKA is not responsible for loss, damage, alteration, delay, customs issues, or missing contents occurring after delivery to the intermediary, except where required by law.

Packages Marked as Delivered

Carrier tracking showing a package as delivered constitutes evidence of delivery to the address provided at checkout.

If tracking shows delivery but you cannot locate the package:

  1. Verify that the shipping address is correct.

  2. Check the delivery area, mailroom, reception desk, parcel locker, and surrounding property.

  3. Ask household members, neighbors, building personnel, or other authorized recipients.

  4. Allow one additional business day because carriers may occasionally record delivery before final placement.

  5. Contact the carrier for available delivery confirmation.

  6. Email hekasportswear@gmail.com within 3 calendar days of the recorded delivery date.

HEKA will assist with a reasonable carrier investigation. A customer report that a delivered package is missing does not automatically qualify the order for a refund or replacement.

Subject to applicable law, HEKA is not responsible for theft, disappearance, or damage occurring after confirmed delivery. Any refund, replacement, or store credit offered in such circumstances is determined case by case and does not create an obligation to provide the same remedy in future cases.

Delayed Packages

Carrier transit times are estimates. Delays caused by carriers, customs, weather, labor disruptions, public emergencies, transportation interruptions, or other circumstances outside HEKA’s reasonable control do not automatically qualify an order for cancellation, refund, replacement, or reimbursement of shipping charges.

If domestic tracking has not updated for more than 7 business days, or international tracking has not updated for more than 14 business days, contact hekasportswear@gmail.com.

HEKA may require the carrier to complete an investigation before issuing any remedy.

Lost Packages

A package is not considered lost solely because tracking is delayed or has not recently updated.

If the carrier confirms that a package was lost before delivery, HEKA may, at its discretion and subject to product availability and applicable law:

  • Send a replacement;

  • Issue store credit; or

  • Refund the affected merchandise and applicable shipping charge.

No replacement or refund will be issued while a carrier investigation remains open unless required by law.

Customers must reasonably cooperate with the investigation and provide requested information. Fraudulent, misleading, incomplete, or inconsistent claims may be denied and may result in restrictions on future purchases.

Damaged, Defective, Incorrect, or Incomplete Orders

Customers should inspect packages immediately after delivery.

Damage, defects, incorrect items, or missing contents must be reported to hekasportswear@gmail.com as soon as possible, preferably within 3 calendar days of delivery.

The report should include:

  • The order number

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the shipping box or mailer

  • Photographs of the shipping label

  • Photographs of any visible packaging damage

Please retain the item and all packaging until the claim has been resolved. Discarding packaging or failing to provide requested documentation may prevent HEKA from completing a carrier claim.

Confirmed issues will be handled under our Return & Exchange Policy. Reporting deadlines do not limit rights that cannot legally be waived.

International Duties and Taxes

International customers are responsible for all customs duties, import taxes, brokerage charges, handling fees, and other costs imposed by the destination country unless checkout expressly states that those charges are included.

HEKA does not control, calculate, or guarantee these charges.

Duties, taxes, and fees paid directly to customs authorities or carriers are not collected by HEKA and cannot be refunded by HEKA. Customers should contact their local customs authority regarding possible reimbursement.

Refused, Unclaimed, and Undeliverable Packages

Packages returned because they were refused, unclaimed, incorrectly addressed, subject to unpaid duties, or not collected from customs or the carrier are not treated as ordinary cancellations.

If the package is returned to HEKA in resalable condition, any refund will be issued only after receipt and inspection. To the extent permitted by law, the following may be deducted:

  • Original shipping charges

  • Return-to-sender charges

  • Customs duties or carrier fees charged to HEKA

  • Address-correction charges

  • Other actual costs caused by the refusal or failed delivery

If a returned package is damaged, destroyed, abandoned, seized, or not returned to HEKA, a refund may not be available except where required by law.

Reshipment requires payment of all applicable shipping charges.

Split Shipments

Orders containing multiple items may be divided into separate shipments.

Customers may receive multiple tracking numbers and packages. No additional shipping charge will be imposed solely because HEKA chooses to divide an order into multiple shipments.

Shipping Delays Before Dispatch

If HEKA cannot ship an order within the timeframe promised when the order was placed, we will provide notice and any cancellation or refund option required by applicable law.

Events Outside Our Control

HEKA is not responsible for delays or failures caused by events outside our reasonable control, including severe weather, natural disasters, carrier disruptions, customs actions, labor disputes, government restrictions, public emergencies, civil unrest, transportation interruptions, or failures of third-party systems.

This section does not limit obligations that cannot legally be excluded.

Limitation of Shipping Liability

To the fullest extent permitted by law, HEKA is not responsible for indirect, incidental, special, or consequential losses arising from shipping delays, failed delivery attempts, missed events, lost business opportunities, or the customer’s inability to use an item by a particular date.

Where HEKA is legally responsible for a shipping-related loss, its liability will not exceed the amount paid for the affected product and its applicable shipping charge, unless a greater remedy is required by law.

Contact

For shipping questions, contact:

HEKA

Email: hekasportswear@gmail.com\