Shipping Policy

I JUST PLACED AN ORDER; WHEN WILL IT SHIP?
Please allow 1–2 business days for us to process and package your order before it is handed off to our shipping carrier. Note that we do not process or ship orders on weekends.

HOW LONG IS THE SHIPPING TIME?

  • Domestic Orders: Shipped via USPS, FedEx, UPS, or DHL.
  • International Orders: Shipped through carriers determined by the fulfillment center processing your order.

Average Transit Times for United States & Canada:

  • Express Shipping: 7–8 business days
  • Standard Shipping: 12–15 business days

Average Transit Times to International Destinations:

  • Express Shipping: 7–8 business days
  • Standard Shipping: 12–15 business days

Please note that if you ordered multiple items, they may arrive in separate packages and on different dates. If an item is out of stock in our North American centers, we may ship it from our Europe or Asia centers to fulfill your order promptly. Certain events (natural disasters, weather disruptions, global pandemics, etc.) may occasionally delay shipments. While most packages arrive on time, some circumstances are beyond our control, and thus we cannot guarantee exact delivery dates.

HOW TO GET TRACKING INFO?
We provide tracking numbers for every order, available once your order has been fulfilled and shipped. As some items may ship from different fulfillment centers globally, each product may have a separate tracking number.

CAN I CANCEL MY ORDER?
Yes, you may cancel your order within 12 hours of payment if needed.
Please email us at contact@heraqua.com with the subject line "Please cancel my order" and include your order number and reason for cancellation.

I ENTERED MY ADDRESS INCORRECTLY
If you entered an incorrect address, please reply to your order confirmation email with the correct address details within 12 hours of placing the order.

MY ITEM ARRIVED DAMAGED
We pack every order with care, but about 1 in 1000 orders may still experience damage due to mail handling. If this happens, we’re here to help. Please contact us with:

  • Your full name
  • Your order number
  • A photo or video of the damaged packaging and product

We need this information to file a claim with USPS, FedEx, or UPS, Canada Post, etc... Once we receive your email with the required details, we’ll promptly send a replacement.

I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?If your question wasn’t answered on our website, please reach out to us. We typically respond within 1–2 hours during regular business hours (EST).