Shipping Policy

Last updated: 19 October 2026

At Helio Hives, we are committed to delivering our Western Australian bee pollen products to you as conveniently and efficiently as possible.

This Shipping Policy explains how we process, dispatch, and deliver orders placed through https://heliohives.com.

1. Order Processing

Orders are processed after payment has been successfully received and the order has been confirmed.

We aim to process and dispatch orders as promptly as possible. Processing times may vary depending on product availability, order volumes, public holidays, and other operational circumstances.

Please ensure that your shipping address, contact details, and email address are correct when placing your order. Incorrect or incomplete information may result in delivery delays or additional charges.

During busy promotional periods, public holidays, or other peak shopping periods, processing may take longer than usual.

2. Shipping Destinations

Helio Hives may offer delivery to selected destinations within Australia and, where available at checkout, selected international destinations.

Available shipping destinations and delivery options will be displayed during checkout.

International shipping availability may depend on the destination country's import regulations, customs requirements, and restrictions relating to food products, including bee pollen.

Customers are responsible for checking whether bee pollen products can legally be imported into their destination country before placing an international order.

We reserve the right to decline or cancel an order where delivery is unavailable or prohibited by applicable laws or shipping restrictions. If an order is cancelled for this reason, any refund due will be handled in accordance with applicable law.

3. Shipping Costs

Shipping charges, if applicable, are calculated and displayed at checkout before you complete your purchase.

The shipping cost may vary depending on the delivery destination, parcel weight, selected shipping service, and any promotional shipping offers available at the time of purchase.

If free shipping is offered, the applicable eligibility requirements will be displayed on our website or during checkout.

Customers are responsible for reviewing the shipping charges displayed at checkout before submitting their order.

4. Estimated Delivery Times

Delivery times depend on the destination, shipping method, carrier operations, and other circumstances beyond our direct control.

Any delivery estimates provided on our website or at checkout are estimates only and are not guaranteed delivery dates unless expressly stated otherwise.

Delivery may be affected by public holidays, severe weather, transport disruptions, customs inspections, peak shopping periods, and other unforeseen events.

If your order is delayed beyond the expected delivery timeframe, please contact us so that we can help investigate the shipment.

5. Order Tracking

Where tracking is available, tracking details will be provided by email once your order has been dispatched.

You can use the tracking link or tracking number supplied to check the progress of your delivery through the relevant carrier.

Please allow time for tracking information to become available after dispatch, as carrier systems may not update immediately.

If you have not received tracking information where it is expected, please contact our customer support team.

6. Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error after placing your order, contact us as soon as possible. We will do our best to correct the address before dispatch, but changes cannot be guaranteed once an order has entered fulfilment or been handed to the carrier.

Additional delivery charges may apply if a parcel must be redirected or resent because of incorrect or incomplete address information, subject to applicable law.

7. Missed Deliveries and Returned Parcels

If a delivery attempt is unsuccessful, the carrier may leave delivery instructions, arrange another delivery attempt, or direct the parcel to a collection point, depending on its procedures.

Please follow the instructions provided by the carrier to arrange collection or redelivery.

If a parcel is returned to us because it was not collected, the address was incorrect, or delivery could not be completed, please contact us to discuss the available options.

Any additional shipping charges or refund arrangements will be assessed in accordance with the circumstances and applicable consumer law.

8. Lost, Delayed, or Damaged Shipments

If your order has not arrived within the expected delivery timeframe, please contact us with your order number so that we can investigate.

If your parcel arrives damaged, or the products are missing or incorrect, please contact us as soon as reasonably possible. Photographs of the parcel and its contents may help us resolve the issue more efficiently.

We will work with you and, where appropriate, the shipping carrier to investigate the matter and determine the appropriate resolution.

Nothing in this policy limits your rights under the Australian Consumer Law or any other applicable consumer protection legislation.

9. International Orders, Customs, and Import Duties

For international orders, customs duties, import taxes, clearance fees, and other charges may apply depending on the destination country and the shipping arrangement.

Where such charges are payable by the customer, they are generally the customer's responsibility unless otherwise stated at checkout.

Customs processing may also delay delivery beyond the original estimate.

Customers should check the applicable import requirements before ordering. Helio Hives cannot guarantee that every destination country's authorities will permit the importation of bee pollen products.

10. Changes and Cancellations After Ordering

If you need to change or cancel an order, please contact us as soon as possible after placing it.

We will make reasonable efforts to accommodate your request if the order has not yet been processed or dispatched. However, changes or cancellations may not be possible once fulfilment has commenced or the parcel has been handed to the carrier.

For further information, please refer to our Purchase Options Cancellation Policy.

Your statutory rights, including any applicable rights to a refund or other remedy, remain unaffected.

11. Contact Us

If you have questions about shipping, delivery times, tracking, or an existing order, please contact Helio Hives using the contact details published on our website.

Website: https://heliohives.com

When contacting us about an existing order, please include your order number and the email address used at checkout so we can assist you efficiently.

Thank you for choosing Helio Hives. We appreciate your support and look forward to delivering our Western Australian bee pollen products to you.