Shipping and delivery
Can I get an update on my order?
Orders placed in April:
For orders placed in April, the next estimated dispatch date is the end of May. You will receive a dispatch email and tracking information once orders have been dispatched. Estimated delivery times are between 5 and 14 days from the date of dispatch.
Orders placed in May:
Please check back with this page for updates. Once a dispatch date is known for orders placed in May, this page will be updated. Don't worry, we have stock ready to go but are just waiting on a confirmed dispatch date.
How long does delivery take?
Currently, orders are dispatched in bulk every 4-6 weeks. Once dispatched, delivery estimates are between 5-14 days depending on your location and may vary. Therefore, it may take 6-8 weeks for your order to arrive.
Why does delivery take so long?
Honest answer: that's the cadence our supply chain runs at right now. We're moving toward more frequent dispatch as interest in Remote grows. 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.
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 45 days please contact Heidi Support on [email protected] 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
Can I get a refund if I change my mind?
Yes. You can request a refund for any reason within 30 days of delivery by contacting Heidi Support on [email protected].
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.
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 on [email protected] 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 refund.