Shipping Policy
Effective date: 10/14/2026
1. Introduction
This policy explains how The Helix Shop LLC ("we," "us," or "our") ships orders placed at thehelixshop.com.
2. Where we ship
We currently ship within the continental United States only. We do not ship internationally.
3. How your order ships
| Item type | Carrier | Typical transit time |
|---|---|---|
| Most small and lightweight items | FedEx Ground | 3 to 5 business days after processing |
| Heavier and oversized items, including saunas, heaters, and steam equipment | LTL truck freight | 5 to 10 business days after processing |
Delivery times are estimates, not guarantees. Weather, carrier delays, and other factors outside our control can affect them. Some items ship directly from the manufacturer, and any longer lead time is shown on the product page.
4. Shipping costs
- Shipping charges are calculated at checkout based on the item's weight and your destination.
- Free shipping applies to select products delivered within the contiguous United States.
- Additional charges may apply for remote or restricted-access locations.
5. Order processing
- Orders are processed within 1 to 3 business days (Monday to Friday, excluding holidays).
- Orders placed before 5 p.m. Eastern time on a business day begin processing that day.
- Orders placed on weekends or holidays begin processing the next business day.
6. Tracking and insurance
Every order includes tracking, which we email once your order has shipped. The email lists the carrier, tracking number, and a link to track your shipment. Shipments are insured against loss or damage.
7. Freight (LTL) deliveries
- Delivery appointment: the freight carrier will contact you to schedule delivery. Someone must be available to receive the shipment.
- Delivery location: delivery is curbside or to the end of the driveway, and the driver does not carry items inside. Please arrange help or equipment to move heavy items.
- Liftgate and residential delivery:
- Inspect before you sign: check the packaging and the contents. Note any visible damage or missing pieces on the delivery receipt before signing, and take photos. Keep all packaging until any claim is resolved.
8. Damaged, missing, or incorrect items
Please contact us within 48 hours of delivery at support@thehelixshop.com and include your order number and photos or video. For freight deliveries, tell us what was noted on the delivery receipt.
- Damaged items: we will work with you and the carrier to arrange a replacement, a repair, or a refund as appropriate.
- Missing items: we will investigate and send the missing item or issue a refund.
- Incorrect items: see our Return & Refund Policy.
9. Delayed or lost packages
If your order is later than expected, check your tracking and contact us at support@thehelixshop.com. If tracking says delivered but you can't find your package, check the shipping address, look around your property, and ask neighbors or building management before contacting us. We will investigate with the carrier. If the shipment is confirmed lost, we will send a replacement or issue a full refund.
10. Incorrect addresses
Please make sure your shipping address is correct. We are not responsible for orders shipped to an incorrect address provided by the customer. If a package comes back to us because of an incorrect address, we will contact you to arrange reshipment, and additional shipping charges may apply.
11. Returns and refunds
See our Return & Refund Policy for return windows, conditions, and costs.
12. Changes to this policy
We may update this policy at any time. Changes take effect when posted on this page.
Contact us
Email support@thehelixshop.com or call (720) 610-6524.
