Shipping and delivery
Can I get an update on my order?
Orders placed between March 27 and May 31:
Orders placed up until May 31 (incl) dispatched on June 1. A dispatch email with tracking information will be sent on June 2. Estimated delivery times are between 5 and 21 days from the date of dispatch.
Orders placed from June 1:
Orders placed throughout June will be dispatched every 3-5 days throughout the month. Once dispatched, you will receive an email with tracking information.
Please note, we are unable to provide tracking links for orders that have not been dispatched yet.
How long does delivery take?
Currently, orders are dispatched every 3-5 days. Once dispatched, delivery estimates are between 5-21 days depending on your location and may vary. Therefore, it may take 2-4 weeks for your order to arrive.
Why does delivery take so long?
This is the cadence our supply chain runs at right now. We're moving toward more frequent dispatch dates. We understand that this can be a long wait but we're working on improvements to make this process faster.
How can I track my order?
Once your order has been dispatched, you will receive an email confirming that your order is on it’s way with tracking information. We are unable to provide tracking links for orders that have not been dispatched yet.
My order hasn't arrived. What should I do?
Delivery times can vary depending on your region and the delivery carrier's schedule, some deliveries will take a bit longer than others to arrive.
If you haven’t received your order after 14 days please contact Heidi Support with your order details, and we’ll help you from there.
Do you ship to PO Boxes?
Unfortunately, we are unable to ship orders to PO Boxes.
Refunds and returns
Can I get a refund and return my order?
Yes. You can request a refund for any reason within 30 days of delivery by contacting Heidi Support. We may ask for you to return your device. This return will be free of charge. Currently, we are only able to support returns within Australia. However, all countries and all customers are entitled to refunds.
Can I cancel my order?
Yes. You can cancel your order up until it is dispatched. Just let us know.
Warranty
What warranty does Heidi Remote come with?
Heidi offers a 12-month warranty from the date of delivery for all customers excluding the EU. A 24-month warranty is offered for customers within the EU. If your device is faulty, contact Heidi Support to organise a replacement, return or refund.
What is not covered by the warranty?
The warranty does not cover misuse, accidental damage, unauthorised modification, normal wear and tear, improper operation or maintenance, force majeure events, or use contrary to the instructions. Devices damaged through disassembly are also not eligible.
What do I do if my device is not working?
Contact Heidi Support with:
The device serial number
A description of the issue
We will first work with you to troubleshoot the issue. If it cannot be resolved, we may issue a replacement or a return and refund.