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Order Status and Shipping
When will I receive my order?
All Shop.Heys.ca orders are shipping out of our Mississauga Distribution Center via UPS Standard ground shipping.
Orders shipped to Toronto, Montreal, other Metropolitan centers in Ontario as well as Quebec will usually arrive within 1 Business day.
Orders shipped to major cities in Manitoba, Saskatchewan, Alberta, Nova Scotia and New Brunswick take about 2-3 Business days.
Orders shipped to major cities in British Columbia and Newfoundland, take about 4-5 Business days.
Can I pick up my order from your location?
We apologize for the inconvenience, but customers can not pick up their Shop Heys orders. However, we do have a very quick delivery time as all shipping is done with UPS Standard ground shipping out of our Mississauga Distribution Center – Feel free to check out our Q&A “When will I receive my order” for your ETA arrivals.
What company do you ship with?
All shipping is done with UPS Standard ground shipping out of our Mississauga Distribution Center. However, in the rare event and depending on your ship to location, occasionally your order may be subject to ship via Canada Post.
What is the Status of my Order?
Please log-in into your account and view its Order Status and tracking information
How do I change or cancel my order?
Once you have received an order confirmation number you will not be able to make any changes or cancel the order. Please contact our Shop Heys representative or send us an email at firstname.lastname@example.org for any changes/cancellations.
How do I track my order?
Once your order is shipped via UPS you will receive an email providing you with your tracking number. Kindly click the link to view the status of your package. You may also
to your account to retrieve your tracking number displayed beside the “Fulfillment Date”
How much is my shipping?
All shipping rates are specially reduced for you to better enjoy your online shopping experience with us.
The Shipping rates are shown to you before you place your order so that you don't have to go through the entire order process to know what the shipping charges are.
On the Shopping Cart page you can enter your Postal Code and click on 'Calculate Shipping' and your shipping rates will be calculated and automatically displayed.
In some situations, the rates are approximate, because only the country, province/state and zip/Postal code are provided for the calculation. The full address is not provided. Exact rates will be given at checkout.
My order never arrived.
link at the top right hand side of our site, then click on the order in question to retrieve your tracking number(s) (your tracking number will be displayed beside the Fulfillment Date). Click the tracking link provided to see your order status. If your package shows a status of “delivered” please contact our Shop Heys representative for assistance.
When will my order ship?
Orders placed before 12pm EST will usually ship out the same day - orders placed after 12pm will usually ship out the next business day.
After placing your order, you may click the
link at the top right hand side of our site to review your order status. When your order is shipped you will see your tracking number displayed in your account. You will also receive a shipment confirmation email along with a URL link to track your package on UPS website
An item is missing from my shipment.
link at the top right hand side to review the items purchased. If you have received your shipment, please check inside each piece to make sure the missing item(s) is not “nested” inside another product – we do this to further save you from shipping charges.
If the missing item is not “nested”, Please contact our Shop Heys representative for further assistance.
Do you accept Backorders / Advance orders ?
At this time, we do NOT accept Backorders / Advance orders.
How do I return my product?
Please click here for more information on returning an item.
I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.
What is your return policy?
Please see our
Return Policy for details.
How do I find a Dealer in my area?
( ONLY CANADIAN DEALERS LISTED ) Please enter in your City or Postal Code then select “GO”. On the right side of the screen you will see a list of our retailers with their respective contact information. We recommend you to contact the store to ensure they carry the particular product you are interested in before you visit the store.
If the retailer does not carry the product you are interested in, feel free to ask them to order in the product you are looking for.
I did the search, but there are no Dealers displayed?
First, make sure you entered in a valid City or Postal Code ( CHECK SPELLING )
Second, make sure that the product you are looking for is in fact 'Checked On'
If the above two points have been done correctly and you are still not seeing any dealers, then there may not be any retailers distributing HEYS products in your area. Not to worry! You always have the option to search another city close by.
Please note that only Canadian Dealers are listed on our Dealer page.
What is your Warranty Policy for Luggage?
Please note we have different levels of luggage warranty. These levels are based on the different materials used on various styles. ie) The German engineered Pure Polycarbonate material on the ELITE Series grants a 10 Year UNCONDITIONAL Warranty, while ABS/PC luggage affords a 5 year Limited warranty.
for more information.
Do I need to Register my product for Warranty?
No registration is required to warranty your product. Simply retain the proof of purchase, and the attached Warranty card, as Warranty claims will require those two documents.
How long will it take to repair a product?
This depends on several factors, such as the make of product itself, the nature of the repair, the location of Service center, etc... In general, for a service issue, it should take no longer than 30 days from the time it is received at the Service center.
I forgot my lock combination, how can I open my lock?
You cannot reset your lock combination without knowing the original combination you had set.
You can buy bolt cutters to break open your lock - but there is another more simple solution if you have 15 minutes to spare. Simply try all the possible combinations from 000 - 999 ( 000, 001, 002, 003 through to 999) It may sound like a laborious task, but it should only take you 15 minutes to go through all the numbers - and it will save you from breaking your lock. So its the best solution if you forget your combination code. Try it out instead of breaking your lock and having to buy a new one.
How do I set the combination on my lock?
Please view the instruction manual ( included in the purchase ) or follow their instructions
I can see a keyhole on my TSA lock but i didn't receive a key ?
You do NOT receive a key with TSA locks.
The Keyhole on your TSA lock is for TSA personnel ONLY. It allows them to open, inspect and re-lock luggage if necessary. This applies to passengers arriving and/or connecting to the United States.
What are TSA locks?
This applies to passengers arriving into the USA and connecting to other flights,
the Transportation Security Administration (TSA) requires access to air passengers' luggage for security screening in the USA, sometimes without the passenger being present. To allow luggage to be locked for protection against theft, the TSA has approved certain locks, identified by a logo on the locks.
TSA personnel can open and inspect your luggage and then re-lock your luggage with these TSA locks as they have special tools specific to TSA Locks in order to do so.
If TSA screeners need to inspect your luggage and you do not have a TSA Lock, then they may break your Lock to inspect your luggage and then from that point on, your luggage will remain without a lock, rendering the lock you originally placed on your luggage, useless.
Heys TSA Locks can be purchased
Credit Card Issues
How do I verify my correct Credit Card Billing information ?
Your monthly credit card statement usually displays your EXACT billing information. If you are still unsure, please contact your credit card issuing bank to confirm / correct your billing information. Also, if you have recently moved, the Credit Card companies may still have your old address on file.
What is AVS ? (Address Verification Service)
AVS is an automated tool to help reduce credit card fraud for online transactions by verifying the person placing the order is in fact the card holder.
When you submit your credit card billing information online during checkout, the AVS system checks that this information is the same as per the information that the Credit Card companies have on record. If the information entered does not match EXACTLY of what Visa, MasterCard, or AMEX have on file, then the AVS system will inform us that the information is NOT MATCHING .
We do NOT have access to the correct information, we are merely informed that either the name/address/ or phone number is 'Matching', 'Not Matching', or 'Partially Matching'.
In most cases, it is 'Matching', and your order is shipped as soon as possible. However, if your AVS Result returns a 'Not Matching' or a 'Partially Matching' result , we then cannot process the order due to the potential of it being a fraudulent transaction. We then try to contact the card holder via telephone to verify he or she did in fact place the order.
This AVS system is in place to better protect your security, as if you lost your credit card and someone tried to make a purchase online, it would alert the merchant of an 'incorrect match'.
What is CVV2 ?
CVV2 is another anti-fraud tool used by merchants to confirm that the actual credit card is in the possession of the customer. The CVV2 code is the 3-digit number located on the back of most credit cards (usually last 3 digits.) This code must match the code on file with your credit card company or the order attempt will be rejected.
USA and International Shipping
Do you ship to my country?
At this time, only shipping to Canada is available. For International Shipping please
For USA customers, Heys.ca does not ship to the USA. Please contact
HEYS America, Ltd.
What is the International return policy?
Please contact us for International Returns
Pricing and Billing
Do you price match?
Sorry, shop.heys.ca do not price match.
I have a question on my charges.
link at the top right hand side of our site to access and review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.
I need a copy of my receipt/invoice.
link at the top right hand side of our site to access your account and print invoices.
When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s). However, Credit card companies vary on the time it takes for credit to appear on their customers' records. Please allow one to two billing cycles for the refund to appear on your statement.
When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).
Can I purchase Single Pieces?
If you cannot find a specific product that you are interested in a particular size, then please try our dealer locator
. Most of our retail dealers will sell our products in individual sizes. Please be sure to call the dealer before you visit their store to confirm availability, and if they do not stock that particular style, they can order it in for you, if you ask them to.
The product is out of stock
If the product is "Out Of Stock", there should be an ETA (Estimate Time Arrival) date beside the color of the product. If it displays "Sold Out" this means there is a possibility the product may be coming back in stock or it might be discontinued, please
so we can provide more information on that particular product.
How do I find my product?
If you know the name of the product you would like to purchase, you may use our “Search Bar” on the top right hand side of the screen.
If you have any trouble locating a product, feel free to contact our customer service for assistance.
How do I navigate the site?
Shop.Heys.ca has redesigned the website to make it more user friendly and convenient for customers when searching for the product they need. We have introduced a new detailed “refined” search to break down our many products into 1 specific product made for you. Simply click on a category at the top of the page. Then, on the left side of the page open
and you will be able to click on the specific details you would like your product to have. Whether you prefer hardside or softside, super tough or superlight weight, TSA Locks or products made from ECO friendly material, we will accurately display all your travel desires within a click of a button.
If you have any trouble locating a product, feel free to contact our customer service for assistance.
How do I replace the batteries on my xScale® ?
Please view the instruction manual as to how to replace the batteries on your xScale®. The xScale® takes 2 CR2032 batteries ( included in the purchase ), which will last for years with typical use. The CR2032 batteries are available in most dept stores if and when you need to replace them.
What is the clear protective film on my Luggage?
We put a clear coating of protective film, on most of our glossy surfaced luggage’s. The clear film helps protect your bag from any scratches, or scuff marks while the luggage is in transit. When you receive the product, you have the option to peel it off, or keep the film on, to further protect your luggage when traveling.
Are you open to the Public ?
No, we are not open the public.
What are your operating hours ?
We are open Monday to Friday - 9am EST to 5pm EST.
How do I contact you?
for our company contact information.
ORDER STATUS AND SHIPPING
CREDIT CARD ISSUES
USA AND INTERNATIONAL SHIPPING
PRICING AND BILLING