Delivery Options & Services
- Express Delivery: Hekumi.com does not offer a separate express shipping option. The fastest possible delivery time is already estimated on each product page before you order. We always display the quickest delivery estimate available for your item.
- Home Delivery Only: We currently only offer home delivery for orders. This means items are delivered to the address you provide at checkout. A carrier might redirect your package (for example, to a neighbor or parcel shop) if you are absent during delivery, but this cannot be arranged in advance.
- Carriers: Hekumi works with multiple carriers to ship your orders. Which carrier will handle your delivery depends on the type and size of the product, as well as the destination. Your package can be delivered by UPS or FedEx, among others. (For large freight items, see Pallet Shipments below.)
- Parcel Shop Delivery: You cannot directly choose delivery to a parcel pickup point when ordering. Parcel shop delivery is only available if the carrier offers that option in their pre-delivery communication. In some cases (e.g. if you’re not home), the carrier may leave the parcel at a nearby parcel shop, but this cannot be predetermined. Only the person whose name is on the parcel can pick it up from the parcel shop with a valid ID.
- Shipping to Remote Areas: Hekumi ships to many regions, including some islands or remote parts of the country, but not all remote locations are serviced. We do not deliver to certain territories and offshore areas – for example: Puerto Rico, U.S. Virgin Islands, San Juan Municipio, APO/FPO military addresses, Hawaii, Guam, Palau, Federated States of Micronesia, Marshall Islands, and Alaska. We also cannot deliver to P.O. boxes. Unfortunately, shipping to these excluded locations is not available and we cannot arrange special delivery to them for an extra fee.
- Delivery Costs: Shipping is free on all orders delivered by Hekumi. Every item you order from our webshop is delivered free of charge to your home address – we are happy to offer this service at no additional cost. Our warehouses and carriers work together to ensure on-time delivery for every order.
Order Tracking & Delivery Process
- Order Confirmation & Tracking: Once your order has shipped, you will receive an email confirmation with a link to your tracking portal. This online tracking portal provides the current status of your shipment and details on its movement. If you do not see the confirmation email, please check your spam/junk folder – sometimes emails can end up there. If you still cannot find the tracking email, contact our customer service, and we will assist you.
- Shipping Status & Multiple Packages: In many cases, your order may ship in more than one package. You can find out how many packages to expect by checking your order details in My Account > Order History. The tracking portal link in your email will show separate tracking numbers if your order was split into multiple parcels (all tracking links are included in one email for convenience). Each parcel’s status can be viewed via its tracking link. We always strive to deliver all parts of your order as quickly as possible, but packages may become available at different times.
- Delayed/Inactive Tracking: Don’t be alarmed if your tracking number isn’t updating immediately. After we ship your order, the tracking status will remain inactive until the package is handed off to your local carrier. Typically, it takes about 1 business day for the carrier’s system to start updating the tracking information. Once the carrier has received your parcel and scanned it, your track & trace link will become active and show movement. If your order was shipped in multiple parcels, each parcel will have its own tracking update timeline. (You can also check the estimated delivery time on the product page as a reference.)
- Estimated Delivery Day: You can find the estimated delivery date for your items via the tracking portal and in your account. The tracking portal will display the current status and may provide an expected delivery day once the carrier updates it. For large freight orders shipped on a pallet, the carrier will call you within 2–9 business days to schedule a convenient delivery day. Note: If you ordered multiple products, they might arrive on different days (each product can have its own delivery timeframe). You can always check each product’s expected delivery date under your order details in My Account.
- If You Are Not Home: Carriers have established procedures if no one is present to receive the delivery. If you are not home at the time of delivery, the carrier may do one of the following:
- Leave the parcel with a neighbor.
- Leave the parcel in a safe place on your property (if they deem it secure).
- Deliver the parcel to a local parcel shop/post office for you to pick up later.
- Return the parcel to their depot and await further instructions or a re-delivery appointment.
In most cases, the carrier will notify you (via a note in your mailbox, an SMS, or an email) explaining where your parcel was left or how to retrieve it. Please follow the instructions from the carrier notice to obtain your package. If a parcel is taken to a pickup point, remember that only the addressee (with ID) can collect it.
- Leave the parcel with a neighbor.
- Pallet Shipments (Large Items): Some large or heavy products are shipped via a special freight service on a pallet to ensure they arrive safely. Pallet deliveries require a bit of extra preparation:
- Processing time: It typically takes an additional 1–3 business days to prepare your order for pallet shipment and hand it over to the freight carrier.
- Scheduling delivery: The freight carrier will contact you by phone to schedule the delivery date and time window for the pallet. Please make sure your contact phone number is correct on your order.
- Delivery location: Pallet deliveries are made to the curbside or nearest accessible spot at the address you provided. The destination must be reachable by a large truck and pallet jack (lift truck). Note: The delivery driver will not carry the pallet inside your home or building.
- Preparing for delivery: To make receiving your item easier, we recommend having basic tools ready to unpack your items, arranging for an extra pair of hands to help move the product, and using gloves and safety shoes for handling heavy pieces. Being prepared will help ensure a smooth delivery of your bulky item.
- Processing time: It typically takes an additional 1–3 business days to prepare your order for pallet shipment and hand it over to the freight carrier.
- Changing the Delivery Address: Once an order is placed, the delivery address cannot be changed by the customer directly. If you need to change the address, please contact our customer service as soon as possible. We can update the address only if the order has not yet been processed for shipment. If the parcel is already being packed or has shipped, it may be too late to change; however, our support agents will do their best to assist with an alternative solution. (Tip: Always double-check your delivery details before finalizing an order to avoid delays.)
Delivery Issues & Resolutions
- Damaged Items on Arrival: If your item arrives damaged, please contact our customer service immediately so we can resolve the issue. We will typically offer a suitable solution such as a replacement part, a full replacement, or a refund. To speed up the process, provide us with clear photos of the damage when you reach out (you can attach these in the contact form). This helps our team assess the situation and find a solution faster. You can reach us via live chat or by sending an email through our contact form – we strive to reply within 1 business day. If you prefer to speak by phone, you may also request a callback and we will phone you within one business day.
- Incorrect Item Delivered: If you received a different product than the one you ordered, we apologize for the mix-up. Here’s how to get it resolved:
- Hekumi Account holders: Log in to your account and use the “Report an issue” tool for a quick resolution. Go to My Account > Order History, find the relevant order, and click Report an issue. Follow the prompts to describe the issue and select your preferred solution (e.g. replacement or refund). Submit the request, and our team will reach out to you to handle it.
- Guests or no account: If you don’t have an account, you can still get help quickly. Start a chat with our online chatbot which can guide you through reporting the incorrect item. (If the chat button does not work, you can click the provided link on our site to open the chat.) Alternatively, contact our customer support directly – you can send us an email or request a callback using the buttons on our help page. We will respond as soon as possible to arrange for the correct item to be sent or another appropriate solution.
- Hekumi Account holders: Log in to your account and use the “Report an issue” tool for a quick resolution. Go to My Account > Order History, find the relevant order, and click Report an issue. Follow the prompts to describe the issue and select your preferred solution (e.g. replacement or refund). Submit the request, and our team will reach out to you to handle it.
- Missing Parts of a Product: If you find that you are missing parts or accessories for an item you received, first check whether your order was split into multiple packages. Depending on the product and order size, we may deliver items in more than one package. Use My Account > Order History to verify how many packages are associated with your order and their tracking statuses. If all packages have been delivered and you still cannot locate certain parts, please contact our customer service team and we’ll be happy to help resolve it. You can reach out via chat or the contact form (email) – whichever is convenient. We’ll arrange for any missing components to be sent to you as needed. (Note: The product manual may not list every part included in the box, so if in doubt, contact us to confirm any missing pieces).
- Partial Deliveries (Incomplete Order): It is normal for some orders to arrive in multiple deliveries. If you haven’t received your complete order yet, it may be because your items are in transit separately. There are a few reasons why your order might be split into multiple batches:
- Different parts of your order may leave our warehouse at different times, especially if items are in separate locations or one needs extra preparation.
- We may ship parcels via different carriers (for example, one item by one courier, another item by a different courier) based on logistics.
- The carrier handling your delivery might process each parcel on different schedules, causing them to be delivered on different days.
If you ordered several products, they can be delivered on different days even if ordered together. You can always see the expected delivery date for each product in your order by checking your account online. We also recommend monitoring each parcel’s tracking information via the tracking portal link in your confirmation email. Rest assured, if part of your order is still on its way, it should arrive soon. However, if an expected delivery date has passed and you are missing an item, please let us know so we can investigate.
- Different parts of your order may leave our warehouse at different times, especially if items are in separate locations or one needs extra preparation.
- Package Marked “Delivered” but Not Received: If your tracking information shows that a parcel was delivered but you did not receive it, please follow these steps:
- Double-check the tracking details: Confirm that the delivery address is correct and look for any carrier notes (sometimes the tracking will note if a package was left in a certain location).
- Inspect around your property: Couriers might leave packages in hiding spots for safety. Check your front door, porch, back yard, garage, or side entrances to see if the parcel was tucked out of sight. If you live in an apartment or a community with a reception, check with the front desk or building manager, and ask your neighbors if they accepted a parcel on your behalf.
- If the package is still missing: Contact us so we can help. We will initiate a claim with the carrier, but first we require you to fill out a Non-Received Goods (NRG) statement form. This is a standard affidavit that helps us and the carrier officially document the missing shipment.
- The NRG form will ask for details such as the tracking number(s) of the missing package(s), the name and address exactly as on the order, your contact email and phone number, the order number and date, and a handwritten signature confirming you did not receive the goods. (Even if filled out digitally, a physical signature is required.)
- It’s important to include all relevant tracking numbers if your order had multiple parcels missing – one form can cover all missing items from the order.
- The NRG form will ask for details such as the tracking number(s) of the missing package(s), the name and address exactly as on the order, your contact email and phone number, the order number and date, and a handwritten signature confirming you did not receive the goods. (Even if filled out digitally, a physical signature is required.)
- Next steps: Once you return the signed NRG form to us, we will forward it to the carrier and launch an investigation/claim on your behalf. We will keep you informed and work toward a resolution as soon as possible (this may be a replacement shipment or other appropriate solution). If you need help at any point in this process or aren’t sure how to get the form, our customer support team is here to assist you – do not hesitate to contact us for guidance. We understand this situation can be frustrating, and we will do our best to make it right.
- Double-check the tracking details: Confirm that the delivery address is correct and look for any carrier notes (sometimes the tracking will note if a package was left in a certain location).
Each of these policies is in place to ensure you have a smooth delivery experience with Hekumi. If you have any other questions or encounter issues not covered above, please visit our Help Center or contact our customer service. We are always ready to help with your shipping and delivery needs.