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Policies & FAQ

Shipping & Delivery

Do you offer Saturday delivery?

Sorry, we do not order Saturday delivery as a shipping option at this time.

Can I have my order expedited?

Domestic Orders

Shipments sent within the continental United States have a range of shipping options available. Outside of complimentary ground shipping for orders over $50, we also offer the following shipping options at additional cost:

  • UPS 3 Day Select
  • UPS 2nd Day Air
  • UPS 2nd Day Air (AM)
  • UPS Next Day Air
  • UPS Next Day Air Saver
  • UPS Next Day Air (Early AM)

International Orders

We offer expedited shipping to international destinations as well. Because options vary by location, please use the shipping calculator in your cart to see what options are available to you.

Where's my package?

All orders will receive a shipping confirmation to the email submitted during checkout. These emails will contain the UPS tracking information you can use to track your package during transit.

Please contact service@hecklerdesign.com if you have any issues finding your tracking information.

Do you ship internationally?

Yes of course! We offer international shipping to many countries. To see if shipping is available to your country, please use the shipping calculator in your cart.*We are unable to ship to Russia, Malaysia, and Indonesia at this time.

Domestic ShipmentsIn-stock, small items ordered after 12PM MST will ship the next business day.

In-stock, large items will be packaged and shipped in 2-5 business days from order. A shipping notice with tracking number will be provided when the order ships.

Large item shipments destined within the continental United States will be shipped via UPS, requiring 4 to 5 business days of travel time.International Shipments

In-stock, small items ordered after 12PM MST will ship the next business day.

In-stock, large items will be packaged and shipped in about 2-5 business days from order. A shipping notice with tracking number will be provided when the order ships.

Large item shipments destined outside the continental United States will be shipped via UPS, requiring 5 to 9 business days of travel time.

Please note that we have no control over local customs authorities and cannot be held responsible should they wish to confiscate any particular items, delay shipment or charge import duty.All shipments (excluding reseller and distributor orders) destined outside the United States are subject to tariffs and import taxes. We collect these expenses at checkout and take responsibility for them during shipping.

What should I do if the product I receive is incorrect or damaged?

Please examine your order immediately upon receipt. If your product does not arrive as ordered, please reach out to us within 30 days of receipt to make sure we can get you the correct item.If you receive a damaged product, please contact us at service@hecklerdesign.com within 30 days of receipt with your order number and photos documenting the damage thoroughly. For more information on returns, please visit our Returns section for more information.

 

Ordering

Why is the product I want not available in colors I've seen elsewhere on HecklerDesign.com?

  1. The product in the color you're looking for may have been discontinued.
  2. The product in the color you're looking for may currently be backordered, but returning shortly.
  3. The product you're looking for may only be produced in a limited range of colors.

What do I do if my order is missing a part?

Please examine your order for any missing parts or assembly pieces as soon as possible. Per our Returns & Exchanges policy, all sales outside of the return window are final. Please contact Service within 30 days of receipt if a part is found to be missing and we'll be happy to assist you.

When will I be charged for my order?

Your credit card will be charged at order. Due to potential long lead times, and the made-to-order nature of some of our products, we cannot wait until shipping to charge your card.

How do I make a change to my order?

Changes to your order may be made at any time prior to shipping. Most orders placed before 12PM MST will be shipped the same same day.To make a change to your order, give us a call during our business hours at 1-844-432-5930. If you need to contact us outside of our normal business ours about a change, please email us at service@hecklerdesign.com.

Returns

Warranty Policy

Heckler Design warrants your product hardware purchased from our website to be free from defects in material and workmanship for a period of two years, and electronic components for a period of one year from the original date of purchase. If you discover a defect in a product covered by this warranty, we will repair at our option using new or refurbished components, or if repair is not possible, replace the item. We reserve the right to request order numbers, receipts, and other supplemental order information as proof of purchase to validate warranty claims.At the time of return, it is possible that we no longer carry the product in it's original color. In these instances, we will fulfill the warranty with the product’s available color selection.This policy only applies to products purchased from HecklerDesign.com. If you have purchased your product elsewhere, please contact the respective reseller.

Warranty Exclusions

Our warranty covers defects in manufacturing discovered while using the product as recommended by the manufacturer. The warranty does not cover loss or theft, nor does coverage extend to damage caused by misuse, abuse, unauthorized modification, improper storage conditions, lightning, or natural disasters. The warranty does not cover parts that are subject to normal wear-and-tear replacement requirements, such as OneLessDeskPad, @Rest resting pegs, friction or sliding. The warranty does not cover defects that result from exposure to high temperature or high humidity environments.

The use of a freight forwarding company also voids the limited warranty and rights to claim shipping damage or compensation from Heckler Design. We can not assume responsibility for a third party shipping carrier’s mishandling during transit in addition to reports of corrosion.

Limited Liability

Should the product(s) fail, your sole recourse shall be repair or replacement, as described in the preceding paragraphs. We will not be held liable to you or any other party for any damages that result from the failure of this product. Damages excluded include, but are not limited to, the following: lost profits, lost savings, lost data, damage to other equipment, and incidental or consequential damages arising from the use, or inability to use this product. In no event will Heckler Design be liable for more than the amount or your purchase price, not to exceed the current list price of the product, and excluding tax, shipping and handling charges.

Heckler Design disclaims any other warranties, express or implied. By installing or using the product, the user accepts all terms described herein.

When can I expect my refund?

Returns are checked in within 1-2 business days of receipt. Once received, please allow 5-7 business days for your funds to be reflected in your account. You will be sent a confirmation email once the item has been received and your refund has been sent for processing.

How do I return my order?

Your satisfaction with our products is of the utmost importance to us. You have 30 days from receipt to return your product to us to be eligible for a refund. Returns will be subject to a restocking fee if received in less than originally shipped condition.Please note that we are not responsible for return shipping unless an error has been made by Heckler Design. Please contact service@hecklerdesign.com to authorize your return

Use of Original Product Packaging

Please note for all returned items, the original packaging must be used, and photos of the product must be taken prior to shipping. These will ensure that your product arrives in good condition, and protect you if it is damaged during shipping. We will only accept returns shipped with the original interior and exterior packaging. We use professionally designed custom packaging to protect against shipping damage. Any other packaging used nullifies return policy.

Products Purchased from Resellers

Our return policy only applies to products purchased from HecklerDesign.com. If you have purchased your product elsewhere, please contact the respective reseller.