FAQ
About Orders
1. I purchased the wrong product (size, color). Can I change my order?
We advise our customers to change their orders within an hour after purchasing by sending an email. Since we process orders quickly, if there is something wrong with your order, please contact us immediately for help and revision at info@heliosribbon.com.
2. Can I cancel my order?
Yes, you can cancel your order before your item is shipped out. We advise you to send your cancellation request within an hour after your order is placed. Please contact our support team at info@heliosribbon.com as soon as possible, and we will process it for you right away.
3. How do I change my delivery or shipping address?
Please send an email to our customer support team (info@heliosribbon.com) to check your order status. The new address can be updated before shipping through communication with us. Alternatively, we may help cancel your current order so you can place a new one with the correct address.
4. How can I get the bulk buying price? Is there any discount for bulk buyers?
Yes, we offer better pricing for bulk and high-volume orders. Please send an email to info@heliosribbon.com with your requirements, and a sales representative will assist you with specialized pricing.
5. How can I track my order status?
Once your item is shipped out, we will send you an email containing the carrier information and tracking number so you can follow your package. We also monitor shipping progress and will email you upon delivery to ensure you have received your package.
About Payment
1. Which payment methods do you accept?
We accept both standard bank/credit cards and PayPal. You can select PayPal Express Checkout if you wish to complete your transaction using credit card options via PayPal.
2. How many days does it take to get my refund?
Once your refund request is approved by our customer support, the HeliosRibbon team will process the transaction within 1 business day. Your refund will then be credited back to your original payment method (Credit Card, PayPal, or Bank Account).
About Shipping
1. Can I ship to a P.O. Box?
It depends on the carrier. Some courier services (such as DHL) require a physical residential or commercial address and cannot deliver to P.O. Boxes. If you need delivery to a P.O. Box, please confirm with our customer support team (info@heliosribbon.com) in advance.
2. Does HeliosRibbon offer free shipping?
Yes, we offer Free Standard Shipping on all orders shipped to the United States and Canada. If you require faster delivery, you can select an expedited shipping method at checkout.
About Products
1. Are your lights certified?
Yes, most of our lighting products (including LED Neon Rope Lights and LED Strip Lights) are certified under industry standards such as ETL, UL, CE, and RoHS. Certification details are clearly noted on the product feature list of each product page.
2. Is the LED light difficult to install?
No. Each product includes a detailed user manual in the package. Please review the instructions carefully before installation to ensure a quick and easy setup. If you have any technical questions, feel free to contact us at info@heliosribbon.com.