Customer Service

Availability

Occasionally, we will temporarily run out of stock of an item due to high demand. If this is ever the case for an item you ordered, we will send you an out-of-stock e-mail within 24 business hours. If you have a time-constraint on your order, please respond to the e-mail and our Order Support team will work on a solution for you! You can also feel free to contact a Customer Solutions Specialist to check stock on the items you’re purchasing before your order is placed to ensure availability.

Canceling/Modifying an Order

Please contact us immediately if you would like to cancel an order! If an order is already processing in our warehouse and being packed to ship, we cannot guarantee that the order can be canceled. In order to maintain accuracy and efficiency in our order process, we are unable to alter any orders after they have been placed. If you would like to add to or modify your order in any way, please contact a Customer Solutions Specialist to cancel the order so you can reorder exactly what you need!

Changing Your Shipping Address

Please contact us immediately if you would like to ship your order to a different address than you indicated at checkout. Once an order ships, there are fees associated with changing the shipping address that would need to be collected before the change can take effect. The cost of changing the shipping address will depend on the shipping method and number of shipments. If an order has already left our warehouse before the shipping address change is made, we cannot guarantee that it will arrive at the new location. If a carrier tries to deliver a shipment several times and is unsuccessful, your order will be returned to us and treated as a standard return.

Online Security

Please note to ensure our customers’ safety online, all orders go through security checks before we start processing them. Keep this in mind while ordering, as there may be a slight delay between when you place the order and when we start processing it. For a small percentage of orders, we may request additional information via email to help ensure the order’s validity.

Orders - Communication

In order to provide our customers with the most up to date information regarding products and orders, our primary form of communication is via email. All order updates will be sent to the email address used when the order was placed. For this reason, please be sure to use a valid email address when placing your order. If you have questions that need to be directed to our Customer Solutions team, you are welcome to contact us via email, chat or phone.

Payment Methods

Accepted Credit Cards (Preferred Method)

We ask that all orders be placed online via credit card payment. From the shopping cart, you have the option to check out using our secure server or PayPal. We accept all major credit cards including MasterCard, Visa, American Express and Discover.

Prepaid Credit Cards

Most prepaid credit cards are accepted. Please note that credit card companies have differing policies for how long authorizations are held. Please contact your credit card company with any questions.

PayPal Payments

As an added level of security for our customers, we accept PayPal payments. A major credit card is still required to complete the transaction as we do not accept gift cards, store cards, or account credits from either of these services. To pay for your order using one of these services, login to your PayPal account during checkout and then select the major credit card registered with your account.

Charges and Authorizations

Charges are only billed to your credit card once your items ship from our warehouse. You will be charged for the total order at the time of the first shipment, even if your items will be shipped at several different times. When you place an order on our site, an authorization is placed on your funds in the amount of your order. An authorization is a communication from your bank to our payment system letting us know your card is valid and the required funds are available. On your bank statement these authorizations may show as “pending,” but please keep in mind they are not charges. They are only authorization requests and will only result in a charge when your items ship.

Please note that credit and debit card providers differ in how long authorizations are held. If the original authorization expires before the funds are captured, your card will automatically re-authorize upon shipment. Depending on your provider, re-authorizations and/or pending transactions will result in a hold on the funds in your account. Although these funds have not been captured, this hold can result in overdrafts. Helicon Graphics is not responsible for any fees occurring from this type of situation.

Check Payments

We accept check payments for orders totaling over $100. Please note: once we receive the check there will be a five business day waiting period prior to processing your order as your check clears. To expedite the waiting period, you may send a certified check for payment. We can begin processing your order as soon as a certified check is received. If you are interested in paying by check, all you need to do is continue through the checkout process and click on "Alternate Payment" located in the "Credit Card Information" box on the Review Order page during checkout. This will give you our account information to transfer the funds for the order and also get the order placed. You can also contact us after the order is placed if you'd like to mail a payment or complete a wire transfer. Please note the order will be on hold until funds are received.

Currency

All of our pricing is listed in US dollars ($). When ordering outside of the United States, the funds are converted to the local currency of the ordering country on your credit card statement. Since we only charge items as they are shipped, the rate of exchange is locked in at the time your order is shipped, and not when the order is placed. Additionally, credit card companies may charge a currency conversion fee. Please contact your bank for further details.

Wire Transfers

We accept payments by wire transfer for orders totaling over $500. For more information, please email us at info@helicongraphics.com and one of our Customer Solutions Specialists will be happy to assist you!