What credit cards do you accept?
We accept all major credit cards via our payment gateways with PayPal and 2Checkout - Visa, MasterCard, Diners, and JCB cards.

How do I know that my transaction is secure?
We share your concerns about the security of online transactions. Keeping customers' private information safe is a big task and one that we do not take lightly.

It is for this reason that we do NOT process credit card transactions on our website.
All your credit card and personal information that you enter on our online payment page is re-directed to your selected payment gateway via encrypted connection. Only the bank will have your card number and personal information. This way we ensure that our customers' information is kept secure and that it is perfectly safe to shop with us via the Internet.
We do not have collect or store any credit card information.

Can I pay using checks?
Currently we do not accept checks as a form of online payment.
Why don't you accept US Postal Money Order?
Being an international vendor, we are not able to process U.S. Postal Money Orders at this moment. It is not that we don't want to do so. It is because our postal system here does not support it.

Do you accept COD?
We do not accept COD (cash on delivery).


Order & Shipping:
How do I find out the estimate cost of my shipping fees?
You can find out the estimate through these simple steps. After selecting the products you wish to purchase, click on the "Add to cart" icon. You will then see an "Estimate Shipping" button, click on this. After you enter your country and postal code, you will be presented with your estimated shipping fee.

How can I check my order status?
You can check your order status by logging into your account and selecting the Order Number you request. We continually update the status of orders. You may also request order information by email at mailto:order@helios-labs.com.

How do I check if my payment went through successfully?
If the payment you submitted is successful, your order status will be updated to "Paid" automatically. If your order status remains as "pending", it means your payment did not go through.
If your order status remains as ““Paid - Need 2CO Verify”, it means we have yet to receive payment confirmation from 2Checkout.
If you are not sure, you can email us at order@helios-labs.com.

Can I cancel or change an order?
If you'd like to cancel or change an order for any reason, please contact us as soon as possible. We'll do everything we can to accommodate your request.

Please bear in mind that our order-fulfillment system is designed to get orders shipped and on their way to our customers quickly and efficiently. As a result, we cannot change or cancel an order once it has already entered the shipping process. Once an order has been processed and it's too late to cancel, you will need to return the order. See returns for more information

How do I redeem a gift certificate or a promotion coupon?
If you want to redeem your gift certificate when you place a new order, just add items to your Shopping Cart and select ADD TO CART. You can enter the promotional code into the "Discount Code" field and click "Update". When you have added all the products you want to buy into your cart, select CHECKOUT. Follow the on-screen instructions to enter shipping preferences, your shipping address and payment information.
Please note that gift certificates are not redeemable for cash and cannot be returned for a cash refund. A promotion coupon or gift certificate usually comes with an expiration date and cannot be combined with other special offers.

When will my order be shipped and/or arrive?
We do our best to ship all orders within 24 hours upon confirmation of payment. Generally it will take 3- 5 days to deliver all orders to any destination.

How do I track my order?
You will receive an email notification with a tracking number the day your order is shipped. This will give you the ability to track your order at all times.

What are the different ways you ship to me?
USA: UPS Ground
Canada: UPS Standard
UK: ParcelForce Next Day
Mainland Europe: ParcelForce Worldwide – 5 day
Asia Pacific: FedEx International
We do not ship to APO addresses

I had unpleasant experiences with UPS. Do you use any other couriers?
We understand your concern about UPS service level. As an Internet company, we have worked with a lot of couriers in the past. From our own experiences, UPS has done a fine job for us so far. However we constantly monitor all shipments because we understand that the last mile counts the most and we will not leave it to the courier companies alone.
To ensure smooth and quick delivery, please make sure the delivery address you provided is complete and correct and that you include a contact number. If we identify any problems during the transition, we will notify you and take corrective actions immediately.

Do you ship to PO Box addresses?
We ship to PO Box addresses in the United States by US Postal Service. International orders are shipped by UPS Express Courier and require a physical address.

I received my DVD Player; however I did not receive the movies I ordered at the same time?
All DVD movies will be shipped separately by Registered Postal Service. It normally takes 10-14 days for them to arrive.

My shipment is Lost.
If you have not received your package 10 days after its shipment date, please email us at order@helios-labs.com with your Order ID to submit a claim.

Why is the shipping cost so high on some orders?
If the shipping rate is high, it is usually because the orders are shipped from our factories in China directly to our customers around the globe. For this, we ship using UPS International Express Services. Although expensive, they are fast, reliable, and traceable online. All orders will reach almost any destination in the world within 5 days. The shipping charges are direct quotes from the shippers and we sometimes subsidize the shipping costs too.

We realize that the high shipping rate has put us at a disadvantage. However, by cutting out all the middle men and delivering goods directly to our end-consumers, our overall pricing is very competitive comparatively. At the same time, we are working to establish working relations with 3rd party logistic companies to provide local distribution in major markets. Our goal is to deliver quality products to our customers at the best prices with excellent services.

Will I have to pay VAT / Duty on my order?
We ship from our distribution centers in USA, England (EU), Australia and China.
This means we have already paid any duty and tax when we imported the goods to the country so you don’t have to.
If the destination country is outside these locations then the order may be subject to local import duty & tax.

Do you offer pick-up services?
We do not offer pick-up at the moment. All orders will be shipped within 24 hours upon confirmation of payment.


Returns and Refunds:

Your satisfaction is important to us.

Our goal is for you to be completely satisfied with your purchases at NeoDigits. If you are not completely satisfied with your purchase, simply return it within 14 days of purchase and you will receive a prompt exchange or refund. For your convenience, we have made the return and exchange process easy for you.

You may return merchandise to our return center by mail. You will receive a credit for your purchase or replacement only if it meets the criteria below.

If you are not satisfied with your Helios Labs purchase of a product, please contact customer service esupport@helios-labs.com for a Return Material Authorization (RMA) request within 14 calendar days of the receipt of the product
We accept returns within 14 days from the date of original purchase. Your original receipt is required for all returns, exchanges, price matches and warranty repair services.
Returned items are subject to a 15% restocking fee (restocking fee is not applicable on units found to be defective or exchanges). Shipping fees will not be refunded unless the return is a result of our error (you received an incorrect or defective item, etc.)
No returns will be accepted without prior authorization. Returns sent without prior authorization will be rejected and will be shipped back at shipper's expense.

An RMA number does not guarantee final disposition, as all returns are subject to inspection.
We reserve the right to deny any return
We will do our best to process your return quickly. Please allow 21-30 days of processing time. Refunds will be credited to the original purchasing credit card account number or PayPal account.

Damaged or defective products
If you believe your product is damaged or defective, please contact esupport@helios-labs.com for a Return Material Authorization (RMA) number.
Our support staff will determine weather the product is defective and offer you one of the following options:

1) Replacement: The same product that you ordered will be shipped to you at Helios Labs expense. Helios Labs will set up a replacement order and provide the procedure for returning the DOA (Dead On Arrival) item.

2) Service: You may have the item repaired; however, once serviced, the item is no longer eligible for replacement.
Item must be deemed defective by Helios Labs Technical Support within 30 calendar days of the invoice date in order to receive a replacement unit.
Items deemed defective after 30 days and before 1 Year may be replaced by refurbished items. Please see our warranty section for further information
Item(s) must be returned first before we ship out the replacement. We will accept deposits for immediate shipping.

Return Shipping Policy
The customer assumes responsibility for the package until it arrives at our location.

Please keep all packing material and documentation in the event that your equipment has to be serviced, repaired or returned.

Please include the following information when returning an item:

1) Please indicate your RMA# on outside of shipping box.
2) A copy of your original invoice with the RMA number.
Helios Labs is not responsible for returned packages if lost by shipper; you must contact the shipping carrier to further assist you.

Customer is responsible for all returns till it arrives to our location.

Shipping, Express Shipping, Handling, Insurance and other fees are NON-REFUNDABLE.

Helios Labs recommends that you:
- Use a carrier that offers shipment tracking for all returns and
- Either insure your package for safe return to Apple OR declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit.
If you choose not to (1) use a carrier that offers tracking and (2) insure or declare the full value of the item, you will be responsible for any loss or damage to the item during shipping.
Shipping, Express Shipping, Handling, Insurance and other fees are NON-REFUNDABLE.
Nonreturnable Items
Movies or software cannot be returned for a refund.

What is your return policy on purchases that include a free gift/ promotional item?
You may return items for which you received a free gift/ promotional item (for e.g. a free DVD movie; or complimentary HDMI cable) in accordance with our regular Return Policy.

Please note: You must also return the free gift in order to receive a full refund. If you are unable to do so, the value of the free gift/ promotional item will be subtracted from the purchase price of the item being returned. You will be refunded the difference. The value of the free gift/ promotional item is based on the price it was regularly sold for on the date of your original purchase.

What is your return policy on purchases having received quantity discounts?
You may return items for which you received a quantity (either by volume or dollar amount) discount in accordance with our regular Return Policy.

Please note: By returning an item, your original purchase is no longer eligible for the quantity discount; the discount received will be subtracted from the purchase price of the item being returned. You will be refunded the difference.