Support

For product manuals, installation instructions and troubleshooting, please see our knowledgebase.

We provide free shipping – worldwide

Fulfilment – Orders are usually fulfilled within 2-3 days of being received. For Pre-orders and Backorders, you will be sent an email with an estimated ship date. 

Delivery time – Orders take approximately 5-21 days to arrive. Your delivery time will be vary depending on where in the world you are.

Tracking – We’ll send you a tracking number by email when your order ships.

Damage – When your item is delivered please inspect it for any possible damage. If your item has been damaged in transit, please take photos and submit a ticket within 2 days of receiving your item.

Post Office Boxes – Unfortunately we can’t ship to Post Office Boxes or Parcel Lockers.

GST – Orders shipped to Australia are subject to Goods and Services Tax (GST). GST is included in the prices displayed on the website to Australian customers, and indicated at checkout.

Duty, Taxes and Customs fees – Duties, taxes, and any other import costs are not included in the prices displayed on this website to customers outside Australia. Customers are responsible for all import duties and taxes levied by the country the order is shipping to. Heliograf is not responsible for potential import duties and local taxes and we cannot refund any orders that are returned to us due to non-payment of duty.

Cancel an order – Please submit a ticket as soon as possible to cancel an order. Unfortunately if the order has already been fulfilled we cannot cancel the order.

We accept returns for change of mind if requested within 14 days of delivery. Products must be returned in as-new condition, including the packaging and outer shipping box. Customers are responsible for the cost of returning an item. 

To arrange a return, please submit a ticket below.

Our products are covered by a 12 month warranty. For the full warranty terms, please read our terms and conditions.

If you’re having trouble with a product, please first visit our knowledgebase and read the troubleshooting information for your product. 

To arrange a return under warranty, please submit a ticket below. 

Submit a support ticket