Last updated on May 22, 2026

Shipping Policy

Regions of shipment

We are pleased to offer shipping for products bought through this website ("Products") except the following address types:

• Remote areas or offshore islands within the supported countries that are deemed inaccessible by our carriers.

• P.O. Boxes, Parcel Lockers, and other non-physical delivery addresses.

• Military or Diplomatic addresses (e.g., APO/FPO/DPO) located outside of our logistics network.

Order Processing and Delivery Times

Processing Time: Orders are processed and dispatched from our warehouse after payment is confirmed.

• For Ecuador, Colombia, Argentina, Brazil, Mexico, and Chile: Within 4 business days.

• For other supported countries: Within 2 business days.

• Exceptions: Please note that processing times do not apply to abnormal orders, such as those with incorrect shipping addresses or insufficient stock.

Delivery Times:

• Ecuador, Colombia, Argentina, Brazil, Mexico, and Chile: Typically 13–15 business days.

• Other supported countries: Typically 7–10 business days.

Delivery Disclaimer: Delivery times are estimates provided by the carriers and are subject to change due to weather, seasonal peaks, customs clearance delays, or other unforeseen circumstances beyond our control.

Order Cancellations & Address Modifications

If you need to cancel your order or modify your shipping address, please contact us at support@global.heyupnow.com. Please note that we cannot guarantee these requests will be successful， as it depends on the actual logistics and processing status of your order.

Handling Shipping Issues

If you experience any shipping issues, please contact us at support@global.heyupnow.com. Here is how we handle specific issues:

1. Delivered but Not Received If tracking shows “Delivered” but you did not receive your package, please contact us. We will work with the carrier to investigate and may offer a replacement or refund depending on the outcome.

1. Missing Products If any Products are missing from your order, please contact us. After we verify the issue, we will offer you the choice of:

• A refund for the missing part; or

• Sending you the missing Products (if available).

1. Incorrect Products If you received incorrect Products (e.g., wrong size, wrong color, or completely different Products than you ordered), please contact us. We will offer you the choice of:

• A refund; or

• Sending you the correct Products as a replacement (if available).

When reporting incorrect Products, you need to provide pictures or videos as proof, including product appearance, packaging, labels, etc. Order info and logistics records are also necessary.

1. Damaged Products If your Products arrive damaged or defective, please contact us. We will offer you the choice of:

• A refund; or

• Sending you a replacement (if available).

When reporting defects or shipping damage, you need to provide pictures or videos as proof, including product appearance, packaging, labels, etc. Order info and logistics records are also necessary.

1. Failed Delivery & Refusal: Shipping fees are non-refundable for any packages returned due to incorrect addresses, failed delivery attempts, customer refusal or deemed undeliverable by the carrier.

Your 30-Day Right to Return

Return Period

For products bought through this website ("Products"), you have 30 days to request a return after your order is received.

How to Start a Return

To start a return, you need to inform our customer service team of your decision via:

• Email: support@global.heyupnow.com

Refund Details and Return Conditions

Please note that you are responsible for bearing all shipping costs associated with returning the Products to us. You must select a logistics provider of your choice and ship the Products back to the designated return address provided by our customer service team upon return authorization. To be eligible for a full refund, returned Products must be in their original, undamaged condition, with all original packaging, manuals, and accessories included. Products returned with damage, heavy use, or missing parts may be subject to a partial refund or rejected.

Return Shipping and Refund Timeline

You shall send back the Products to us without undue delay and in any event not later than 14 days from the day on which you receive the return authorization from our customer service team. We may withhold refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. We will process your refund within 3 business days after we receive and inspect the returned Products. If you have not received your refund after this period, please contact our customer service team for assistance.

How You Will Be Refunded

We will carry out such refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

Exceptions (Non-Returnable Products)

The right to return does not apply to: (a) The supply of goods made to your specifications or clearly personalized; (b) The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery; (c) The supply of sealed computer software which were unsealed after delivery.