Last updated: July 08, 2025
At Heneun, every order is packed and shipped directly from our workspace at 323 S Main St, Ithaca, MI 48847, United States. This ensures better control over quality, shipping time, and customer service.
1. Shipping Destinations
We currently support shipping to addresses in the United States (mainland only) and Kenya.
We do not deliver to PO Boxes, military addresses (APO/FPO/DPO), or U.S. overseas territories such as Puerto Rico or Guam, as these locations often have delivery delays or restrictions beyond our control.
2. Where Your Order Ships From
All packages are dispatched from 323 S Main St, Ithaca, MI 48847, United States. Because we manage everything in-house—from packaging to handoff—we are able to ensure that each item is carefully prepared before shipping.
3. Shipping Fees
For customers in the United States, we offer a flat shipping fee of $4.99 per order, with free shipping available on orders over $89.00. For customers in Kenya, we apply a flat shipping fee of $9.99 per order.
These fees are final. You will not be charged additional import duties or delivery taxes upon receiving your package, regardless of your location.
4. Processing & Delivery Time
All orders are processed within 1–2 business days, not including weekends or U.S. public holidays.
Estimated delivery time after shipping:
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United States: 4–6 business days
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Kenya: 9–12 business days
Orders placed before 2:00 PM EST are typically processed the same business day. Orders placed after this time will be processed on the next working day.
By dividing the timeline into two parts—processing and delivery—we aim to make expectations clearer. Processing refers to how long we take to prepare and pack your order, while delivery time depends on the shipping carrier.
5. Tracking Your Shipment
Once your order has been shipped, you will receive an email containing a tracking number and a direct link to monitor the status of your delivery.
Tracking updates typically appear within 24–48 hours. If your package is headed to Kenya, please note that tracking may involve multiple carriers as it crosses borders.
6. Damaged or Lost Orders
If your package arrives damaged, please contact our support team within 72 hours of receiving it. Include your order number and clear photos of both the damaged product and the package.
We will review the case and provide an appropriate solution, such as a replacement or refund.
For packages that appear lost or are not updated in the tracking system for over 7 days, please notify us. If the carrier confirms the item is lost, we will either resend the order or issue a full refund.
7. Cancelling an Order
If your order has not yet been processed or shipped, it can be cancelled. Please reach out to us as soon as possible—ideally within 24 hours of placing the order.
Once the order has been handed to the carrier and tracking has been issued, cancellation is no longer possible. In such cases, you may refer to our return policy after receiving the item.
8. Returns & Refunds
For return procedures, eligibility, and refund timelines, please see our full Return & Refund Policy.
9. Contact & Support
If you have questions or need help with your order, you can reach us via:
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Address: 323 S Main St, Ithaca, MI 48847, United States
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Email: [email protected]
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Phone: +1 (989) 464-4030
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Form: Contact Us
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Support Hours: Mon–Sun: 8:00 AM-5:00 PM EST
Our customer support team is always ready to help you!