I received the wrong item. What now?

Who this applies to

Customers who received an item that does not match the product shown on their packing slip or in their order confirmation.

What to do first

1. Take a clear photo of the item you received. Include the packing slip or shipping label in the same photo so we can match it to your order.

2. Submit a support request with the photo, your order number and the SKU you expected. Use the chat on our website and choose:
   • I need help with an existing order
   • Where’s my order
   • I need more help

If you prefer email, send the same information to support@heliumdeploy.io.

What we will do

• We will check warehouse transfer logs and ask our 3PL partner to perform a spot check for the missing item.
• If the correct item is located, we will reship it to you as a priority.
• If the correct item is not found, we will credit the lost unit to our account and arrange a replacement or refund, depending on your preference.
• For high value items, we will escalate the investigation and request additional evidence from the warehouse such as pick tickets and pack photos.

Timeline and expectations

• We will reply acknowledging your request in 1 business day at the most.
• Spot check in the warehouse takes 1 business day. If the item is located, we will ship it right away.
• If the item is not located, we will confirm credit or replacement within 48 to 72 hours of the warehouse outcome.
• We will update you at each stage.

Helpful details to include in your ticket

• Order number
• Photo of the received item and packing slip or shipping label
• The SKU you ordered and the SKU you received (if visible)
• Your preferred resolution: reship, replacement or refund