Order Status Explanation
Pending Payment: Your order has been received, but we are awaiting payment before it can be shipped. If you believe you have successfully made a payment, please contact us here.
Processing: Your order has been received and paid for, we are currently packaging it and it will be dispatched within 24 hours (unless it is a weekend or public holiday).
Shipped: Your order has been shipped. Tracking details will automatically be emailed to you within 24 hours of your order being shipped. If you have not received tracking information within 24 of your order changing to shipped, please contact us here.
Delivered: Your order has been delivered. Please note that delivery information is provided to us by the shipping carrier, so if your items have not been delivered, please contact the shipping carrier. For any issues with the order itself, please contact us here.
Failed or Cancelled: Your payment has failed. Common issues include your card declining, or your bank rejecting the payment. We recommend that you contact your bank to allow the payment through.
Tracking Your Order
As soon as your order leaves our fulfillment facility, a tracking number is sent to the email address used at checkout. Use that number on the carrier’s tracking page (Royal Mail for UK orders, DHL Express for international orders) to follow your shipment from dispatch through to delivery.
Tracking numbers can take up to 24 hours to appear in the carrier’s system after dispatch. If your tracking number returns no results immediately, check again on the following business day before contacting support.
Common Delivery Issues
Missed Delivery: If you were not at the delivery address when the courier attempted delivery, the courier will leave a card with rebooking instructions or hold your parcel at a local depot for collection. Follow the instructions on the card or use the carrier’s tracking page to rebook a delivery time.
Delayed Shipment: Carrier delays occur occasionally for reasons outside our control, including weather events, peak-season volume, customs clearance times, and address-verification holds. Check your tracking number for the most current status before getting in touch. We monitor every order in transit and will reach out proactively if there is a delay we can help resolve.
Incorrect Shipping Address: If you spot a mistake in your shipping address after placing the order, contact our support team immediately with your order number and the corrected address. Address corrections are possible while the order is in Processing status. Once the order has been dispatched and a tracking number has been issued, address changes are processed by the courier and may incur a redirection fee.
Frequently Asked Questions
What do I do if my package shows as delivered but has not arrived?
Check around the delivery address first (porches, building reception, neighbors, secure parcel boxes). If you still cannot locate the parcel, contact the courier directly with your tracking number to file a delivery investigation. If the courier confirms the parcel cannot be located, contact our support team, and we will arrange a replacement shipment or a full refund.
How can I update my shipping address after placing an order?
Email our support team at support@healiuspeptides.com with your order number and the corrected shipping address as soon as you notice the mistake. We can update the address while the order is in Processing status. Once the order has shipped, the address change must be processed by the courier and may incur a redirection charge.
Customer Support
If you have a question about your order or you cannot find what you need above, our support team is here to help. We aim to reply to every inquiry within minutes during business hours.
