Shipping policy

Last updated: August 26, 2025 (Timezone: America/Toronto).


1) Scope & who can shop

  • Adults only: You must be 18+ (or 21+ in certain U.S. states) to use the site and purchase. We use age-gating and may cancel orders that appear to violate this policy.

  • Regions we ship to: Canada and the United States (more regions may be added; check the cart/checkout for what’s currently available).

  • Personal use: Purchases are for personal/household use—no resale without written permission.

 

 

2) Currencies, language & store display

  • Prices display in the currency shown onsite at checkout.

  • Content is provided in English; translations (if any) are for convenience only.

 

 

3) Product information, availability & accuracy

  • We strive for accurate photos/descriptions, but colours/finishes may vary due to device settings and manufacturing tolerances.

  • Availability, features, and quantities can change without notice. We may limit quantities per customer/household.

  • We may discontinue items at any time.

 

 

4) Ordering & checkout

  • Placing an order = offer to purchase. We accept your order when we send a confirmation email after successful payment authorization.

  • Review carefully before paying. After acceptance, edits/cancellations aren’t guaranteed. Contact support ASAP with your order number if you need a change.

  • Orders with risk flags or incomplete info may be delayed or cancelled pending verification.

 

 

5) Payment methods, billing & verification

  • We accept Shopify Payments (and any additional methods shown at checkout).

  • By paying, you authorize us and our processor to charge the full total (products, shipping, taxes/duties where applicable).

  • For discretion, billing descriptors are kept generic where possible (actual statement text may vary by processor).

  • We may request ID/age verification or additional details to protect against fraud.

 

 

6) Pricing, promotions, taxes & duties

  • Prices, promotions, and discounts may change at any time. The price that applies is the one shown at the moment of checkout and appears in your confirmation email.

  • Prices typically exclude shipping, taxes, and (when international shipping is enabled) duties/import fees unless otherwise stated at checkout.

  • Promotions/codes: non-transferable, one per order unless stated, no cash value, may include minimums/expiry/region limits, and may be withdrawn.

 

 

7) Processing time & fulfillment

  • Normal processing time: 1–3 business days (Mon–Fri, excluding holidays).

  • During peaks or verification, processing may take longer—we’ll notify you in case of a material delay.

 

 

8) Shipping methods, delivery & tracking

  • We ship via trusted carriers; delivery estimates are not guarantees.

  • Discreet packaging: plain, unmarked packaging; contents are not listed externally.

  • You’ll receive a tracking link when your order ships.

  • Title & risk transfer on delivery to the address you provided (or to the carrier if you arrange your own pickup/forwarder).

  • Signature requirements, delivery instructions, and safe-drop availability depend on the carrier/service selected.


 

9) Addresses, PO boxes & changes

  • Enter your complete, accurate address (including unit/suite). We can’t guarantee edits after checkout.

  • Some carriers may not deliver to PO Boxes or certain remote locations.

  • If a package is returned due to an incorrect/undeliverable address, re-ship fees may apply.

 

 

10) Pre-orders & backorders (if offered)

  • Estimated ship dates are best efforts and may change. We’ll email updates if timelines shift.

  • Mixed carts (in-stock + pre-order) may ship together unless otherwise noted.

 

 

11) Lost, delayed, or damaged shipments

If your package is late, shows as delivered, or arrives damaged:

  1. Check the tracking details and with household members, neighbors, building staff, and your local carrier depot.

  2. If still unresolved, contact the carrier to start a trace/claim.

  3. Email Support@HeybeU.com within 7 days of the delivery scan (or expected delivery date if never arrived) with your order number and photos (for damage).

Note: Once the carrier marks an order delivered, theft after delivery is typically not covered by carriers. We’ll help where we can, but replacements for post-delivery theft may not be available.

 

 

12) Returns, exchanges & hygiene rules

  • For health and safety, we cannot accept returns/exchanges of opened, used, or unsealed intimate items.

  • If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos; we’ll arrange a replacement, store credit, or refund per our [Refund Policy].

  • If we approve a return for an unused, unopened item, it must remain sealed in original packaging; you’ll receive return instructions/RMA. Unauthorized returns may be refused.

  • Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless we shipped the wrong/defective item.

 

 

13) Refunds & credits

  • Approved refunds are sent to the original payment method; banks usually post within 5–10 business days after we process.

  • If an order included duties/taxes collected by a government or carrier, those are typically non-refundable by us (you may need to request a remission from your local authority).

 

 

14) Warranty & product support

  • beU offers a 1-year limited warranty for manufacturing defects on eligible products.

  • Excludes wear/tear, misuse, improper cleaning/storage, cosmetic issues, or unauthorized changes.

  • To start a warranty claim, email Support@HeybeU.com with your order number, description, and photos/video. We may troubleshoot first.

 

 

15) Subscriptions (if enabled)

  • By enrolling, you authorize recurring charges until you cancel.

  • Manage, pause, or cancel in your account before the next billing date to avoid the next cycle.

  • Subscription discounts may revert to standard pricing after promo periods.

 

 

16) Bundles, kits & gift cards

  • Bundles/kits may ship together; partial returns are generally not accepted unless a component is defective/our error.

  • Gift cards (if offered): issued in the stated currency, non-refundable, not redeemable for cash except where required by law, and redeemable on our site only.


 

17) Order limits, resale & compliance

  • We may limit quantities per customer/household and decline suspected resale.

  • Orders must comply with age restrictions, export controls, sanctions, and local product rules. Some items may be unavailable in certain locations.

 

 

18) Privacy, security & communications

  • Checkout is encrypted; we do not store full card numbers.

  • Your data is handled per our Privacy Policy. As our store is hosted on Shopify, some data is processed by Shopify under its privacy policy.

  • By ordering, you consent to transactional emails/SMS (e.g., order updates). You can opt out of marketing messages anytime.

 

 

19) Accessibility & assistance

  • We’re working toward WCAG-aligned accessibility. If you need help placing an order or require accommodations, email Hello@HeybeU.com.

 

 

20) Contact us

  • Email: Support@HeybeU.com

  • Support hours: Mon–Fri (business days). We aim to reply within 1–2 business days.