Shipping & Refunds

Shipping Policy

Order Processing Time

  • Orders are processed within 1-2 business days (Monday–Friday).

Domestic Shipping (United States)

Shipping times are estimated and may be affected by carrier delays. We currently do not ship international orders. 

Tracking Your Order

  • Once your order ships, you’ll receive a confirmation email with tracking details.

  • Please allow 24-48 hours for tracking updates to reflect in the carrier’s system.

  • If your tracking number does not update within 5 days, contact us at support@heliosfilter.com.

Lost, Stolen, or Delayed Packages

  • If your order is marked as delivered but not received, check with neighbors or your local carrier.

  • If your package is lost in transit, contact us at support@heliosfilter.com within 7 days of the estimated delivery date, and we will assist in filing a claim.

  • Helios Filter is not responsible for stolen packages once marked as delivered by the carrier.

Returns, Exchanges & Cancellations

  • Orders can be canceled within 12 hours of placement by emailing support@heliosfilter.com.

  • For returns and exchanges, please refer to our Return Policy.

  • If your item arrives damaged or defective, contact us within 48 hours of delivery with photos for a replacement.

Service Interruptions & Delays

  • Shipping times are estimated and not guaranteed.

  • Orders may be delayed due to weather, carrier disruptions, holidays, or supply chain issues.

  • If delays occur, we will notify you via email.

 

Support Response & Processing Times


We aim to resolve subscription, cancellation, and refund requests quickly to prevent billing issues or disputes.

Support Response Time:

We respond to all subscription, cancellation, and refund inquiries within 1 business day.

Subscription Cancellations:

Subscriptions can be canceled immediately through the self-serve customer portal.

Email requests are processed within 1-2 business day.

Refunds

If for any reason you’re not 100% satisfied with your purchase, you can return your products within 30 days of your order's arrival. Refunds will be issued once we receive products back minus a restock fee of $7.00 per Helios Filter Kit and $5.00 per Filter Refill. 

To start the return process, simply email us at support@heliosfilter.com with your name and order number, and fill out the customer support form. We always want you to feel comfortable and confident with your purchase.

Credit card refunds usually take 5–10 business days to appear on your statement. 

If you are having difficulty with installation, please reach out to us at support@heliosfilter.com, and we will happily help you troubleshoot the installation.

International Orders: Return shipping back to the USA is at the expense of the customer. Customers will be responsible for payment of the return shipping label for international orders. 

Exclusions:

  • Used and opened Filter Refills.
  • Used and opened Helios Filter Kit. If the product is opened and unsellable under the team's discretion, there will be no refund.
  • Damages or defects caused by misuse, neglect or accident, and alterations void your qualification for warranty replacements. Helios Filter Faucet Filters require the Filter Refill to be changed every 30 days at minimum. Failure to replace the filter 30 days at minimum will disqualify eligibility for replacement.
  • Reshipped, resent, and replacement orders are ineligible for returns and void the return window on the original order. Helios Filter reserves the right to charge a reshipment fee for orders marked as delivered to the address provided.

Damages and Issues:

Inquiries related to damage, shipping damage, and order contents must be reported within 14 days of receiving the product.

Additional Terms and Conditions:

  • Shipping and handling charges, shipping insurance, and taxes paid are non-refundable.
  • If your returned product is incomplete (e.g. missing parts/pieces), Helios Filter reserves the right to refuse accepting your return.
  • In the case that a customer redeemed discounted helios kit bundle pricing and wishes to return part of the order, the full price of the starter kit will be deducted from total refund.
  • For Helios filter customers opting in for the subscription to take advantage of the discount, please note that the first replacement subscription cannot be canceled. However, you may pause or cancel your account anytime after the first subscription. 
  • Helios Filter is not responsible for personal property accidentally or intentionally included in returned orders.
  • We supply six adapters for the helios filter/s in the most common US sink aerator sizes. If none of these adapters fit your sink, we are not responsible for providing additional adapters. Proper installation of the Helios filter is the user's responsibility. Damaged filters will not be replaced.

Please follow the below guidelines to best care for your Helios Filter system:

  • Keep the water temperature under 100°F
  • Keep your water pressure under 40 psi. Do not use the maximum pressure your faucet outputs, but just enough to the point where the pressure is still coming out of the Helios Filter system at a comfortable level 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.