Where we ship
We ship to supported destinations in the contiguous United States and Canada. We currently do not ship to Alaska, Hawaii or US territories. Available delivery options and charges are shown before payment.
Please contact support before ordering to a P.O. Box, military address or remote postal code; service to these addresses is still being confirmed.
Orders are fulfilled from the United States. If an order may ship in separate packages, we will explain the arrangements and any charges before payment or obtain your agreement before adding charges.
Processing and delivery times
For in-stock items, order processing takes 1–3 business days after payment is confirmed. Order cutoffs, service time zones and holiday calendars will be confirmed before orders open.
Standard transit after carrier handover:
Contiguous US: 3–7 business days; standard shipping is free.
Canada: 7–15 business days; standard shipping is free.
Processing time is separate from transit time. Transit begins when the parcel is handed to the carrier; creating a label does not mean the parcel has shipped. Customs processing, weather, holidays and carrier disruptions can affect transit. These are estimates unless a particular delivery guarantee is expressly offered, and they do not remove your rights if delivery is delayed or fails.
For a preorder or backordered item, its status and estimated shipment timeframe will be disclosed before payment. Any different cancellation arrangements must also be disclosed and preserve your rights under applicable law.
Shipping charges, taxes and import costs
Standard shipping is free on orders to our supported US and Canadian destinations, with no minimum order value. If an optional expedited service is available, its charge will be shown before payment.
Taxes and other amounts collected at checkout are displayed before payment. For Canadian deliveries, the recipient is responsible for import duties, import taxes and customs-clearance or brokerage charges that have not already been collected at checkout, as applicable. Such amounts may be collected by the carrier or relevant authority. We will identify amounts we collect and will not ask you to pay the same charge twice. Free standard shipping covers transportation; it does not mean that all import charges are prepaid or included.
Shipment updates and delays
After carrier handover, we will provide available tracking information using your order contact details.
If we become aware that we cannot ship within the stated timeframe, we will contact you with an updated shipment estimate, if available, and explain your options to agree to a delay or cancel affected items for a refund. Where your consent is required and we do not receive it, we will cancel the affected items and provide the refund required by applicable law. We will not require you to wait indefinitely.
Address changes, missing parcels and damage
Contact support@headii.com promptly to request an address correction or cancellation. We will check the order status and explain the available options. Once the parcel is with the carrier, changes may not be possible; this does not limit cancellation or other rights provided by law.
If an order arrives damaged, has missing items, stops showing tracking updates, or is marked delivered but cannot be located, contact us with your order number and relevant details. Keep available packaging and photographs where useful. We will work with you and the carrier to investigate and arrange an appropriate resolution. A delivery scan alone does not automatically end your right to raise a delivery issue.
For product returns, read our Returns & Refunds Policy.
Our 14-day return offer
You may request a change-of-mind return within 14 calendar days after delivery. Reasonable opening and use to assess suitability are allowed. Contact support@headii.com within that window. The date of your initial request determines whether you contacted us in time, even if we respond later.
Return the purchased product with its included accessories and other supplied items, securely packed for transport. Original packaging is helpful, but its absence alone does not automatically make a return ineligible. If an item is missing or there is damage beyond reasonable evaluation, we will explain the evidence and proposed resolution. Any deduction must be lawful, justified and clearly explained. We do not charge a fixed restocking fee.
Different considerations apply if the product is defective, incorrect or damaged on arrival. The change-of-mind window and condition requirements do not remove your rights in those situations.
How to request and send a return
1. Email support@headii.com with your order number, purchase email address, the item and a brief explanation. For a product problem, include relevant photographs or a short video when practical. Do not send passwords, verification codes or complete payment-card details.
2. We will verify the purchase and provide the return authorization or reference, actual return address, packaging instructions and shipping arrangements.
3. Hand the parcel to the carrier within 14 calendar days after receiving the return authorization, actual return address and shipping instructions. This is a dispatch deadline; the parcel does not have to reach the warehouse within that period. If dispatch within the period is not possible, contact us to discuss arrangements. Keep proof of dispatch and available tracking.
The authorized return destination, material cross-border charges and customs arrangements will be confirmed before orders open. Contact support for instructions before sending a parcel. Contact us before shipping so that we can direct the parcel correctly. Our business address, a shipping-label sender address or a marketplace warehouse is not automatically an authorized return address. This routing process does not override mandatory legal rights.
Who pays for return shipping?
Returns from the contiguous United States. For approved returns that meet this policy, including change-of-mind returns, Headii covers return shipping. We will provide a prepaid return label or arrange the return service. Please follow the supplied instructions. If reimbursement is needed instead, we will agree on the method and reasonable approved cost before you incur it.
Returns from Canada. For a change-of-mind return, you pay the return transportation cost. For a confirmed product defect, an incorrect item or damage on arrival, Headii covers reasonable, necessary return shipping costs. We will explain the label or reimbursement arrangements before you incur the cost. The actual return destination and material cross-border charges must be disclosed before purchase and addressed in the return instructions.
The resolution for a confirmed product problem, including any refund of product charges, taxes and applicable shipping charges, will respect your legal rights. Rights that apply outside the voluntary return window remain available.
Original shipping charges and refund scope
Original shipping charges are not refundable for a change-of-mind return under our voluntary offer unless required by law. If the original order had free standard shipping, we will not retroactively deduct an undisclosed outbound shipping fee. Product amounts and refundable taxes will be handled according to the transaction and applicable rules. The treatment of import fees paid to a carrier or authority is included in the cross-border disclosure above; they should not be assumed to have been collected by Headii.
Inspection and refund timing
For ordinary product returns, we aim to inspect the goods and tell you the outcome within 5 business days after receipt. If additional information is reasonably needed, we will explain what is needed and keep you informed. A shorter deadline required by law takes priority.
For approved returns, we aim to initiate the refund to the original payment method within 5 business days after approval and send confirmation. Your payment provider may need additional time to post the credit. The service calendar and holiday exclusions will be confirmed before orders open.
Refunds required by law for cancelled or unshipped orders are processed within the applicable legal timeframe and do not depend on return inspection. We will not require store credit instead of a monetary refund where the law entitles you to that refund.
Exchanges, cancellation and other channels
For a voluntary change to another color or model, the normal route is to return the original item for a refund and decide whether to order again. Availability and promotional pricing may change. If we supplied an incorrect or defective item, contact us for an appropriate remedy; you do not need to place another paid order simply to have us correct the problem.
For cancellation or an address change, contact us promptly. We will check whether the order has shipped and explain the options without restricting applicable cancellation rights.
Marketplace, crowdfunding and other-seller orders follow the relevant seller or platform process, together with applicable legal rights and any manufacturer warranty. This policy covers physical products, not separate subscriptions or digital services; any such offering requires its own terms disclosed before purchase.