All HeysAmerica.com orders are shipping out of our Illinois Distribution Centre via UPS Ground shipping. To check the delivery ETA, enter your Zip-code on the page of the product you are interested in purchasing. 

Note that Express options are also available at checkout should you require faster delivery.

We apologize for the inconvenience, but customers can not pick up their Heys America orders. 

All shipping is done with UPS Ground shipping out of our Illinois Distribution Centre.

Please log-in into your account to view the order status and tracking information. If you do not have an account set up, please create one using the same email address you used for your order.

Once you have received an order confirmation number you will not be able to make any changes or cancel the order. Please contact our Shop Heys representative or send us an email at Shop.US@heys.com for any changes/cancelations.

Once your order is shipped via UPS you will receive an email providing you with your tracking number. Kindly click the link to view the status of your package. You may also "Log In" to your account to retrieve your tracking number.

UPS Ground shipping is free on orders over $59.99. Express options are also available for an additional cost

Orders placed before 12pm CST will usually ship out same day and orders placed after 12pm will usually ship next business day. 

Once the order is shipped, you will receive an email providing your tracking number

Your monthly credit card statement usually displays your EXACT billing information. If you are still unsure, please contact your credit card issuing bank to confirm / correct your billing information. Also, if you have recently moved, the Credit Card company may still have your old address on file.

Shop Heys does not accept Backorders. However, in the rare event, we will offer “Pre-Orders” for a new or popular style. If you decide to place an order for a “Pre-Order” your credit card will be charged at the time of purchase to “reserve” your piece.

Please make sure your billing name, address and phone number matches exactly with the information your credit card company has on file. If the information is not a complete match, your order will not be completed.

Sorry, Heys America does not price match.

Please crosscheck your Invoice with with your financial records. 
If you have further questions or concerns, please email us at Shop.US@heys.com and our Shop Heys representative will get back to you.

If you are returning a product, credits can usually take up to 2 weeks from the time we receive your return. 
If you are canceling an order that has not been shipped, please allow 2-4 business days for the credit to be issued. 
However, credit card companies vary on the time it takes for a credit to appear on their customers' records. Please allow one to two billing cycles for the refund to appear on your statement, once it’s been issued.

Please click here for more information on returning an item within United States.

For shipping to America, please click here
For shipping to Europe, please click here
For shipping to Korea, please click here
For shipping to Middle East, please click here

For all other International shipping, please email Sales.ca@heys.com and your inquiry will be directed to the appropriate department.

Please note we have different levels of luggage warranty. These levels are based on the different materials used on various styles. ie) German engineered Pure Polycarbonate material on the ELITE Series grants a 10 Year UNCONDITIONAL Warranty, while ABS/PC luggage affords a 5 year Limited warranty. 
Visit our "Warranty Page” for more information.

Yes, registration is required to warranty your product. Please visit heys.com/register to activate your warranty.

You cannot reset your lock combination without knowing the original combination you had set. 
You can buy bolt cutters to break open your lock - but there is another more simple solution if you have 15 minutes to spare. Simply try all the possible combinations from 000 - 999 ( 000, 001, 002, 003 through to 999) It may sound like a laborious task, but it should only take you 15 minutes to go through all the numbers - and it will save you from breaking your lock. So it’s the best solution if you forget your combination code. Try it out instead of breaking your lock and having to buy a new one.

Please view the instruction manual ( included in the purchase ) or follow the instructions - Here

The Keyhole on your TSA lock is for TSA personnel ONLY. It allows them to open, inspect and re-lock luggage if necessary. This applies to passengers arriving and/or connecting to the United States. Unless you own the Smart Luggage, the new innovative technology suitcase that comes with a built in App controled TSA Lock and a set of keys.

If you cannot find a specific product that you are interested in a particular size, then please send us an email at Shop.US@heys.com and we will see if we can accommodate your request.

The product is Sold Out

If the product is "Sold Out” there is a chance it is being discontinued or re-designed. However, if you see the product is available on our Heys America website, please feel free to ask us to order it in for you. Alternatively, if a product is displayed as “Sold Out” you may enter your email address on the “Email me When back in stock” link to be notified if the product is coming back into production. 
You may also email Shop.US@heys.com so we can provide more information on that particular product and answer any questions you may have.

Heys has launched several styles of xscales, please view the instruction manual ( included with your purchase) on how to replace the batteries on your xScale. 
If you are unsure, please email us at Service.US@heys.com for further assistance.

No, Heys America online is not open to the public. 

Our office hours are from Monday to Friday – 9am CST to 4pm CST.

Yes, you may still order from Heysamerica.com.  However,  your order will not ship until the week of April 7th  2020, pending further updates.  

All orders placed after March 20, 2020 9:00am Central Time are scheduled to ship out the first week of April 2020, pending further updates.  

Yes, you can cancel your order. Please reach out to our customer service team at Shop.US@heys.com and please reference the order number you wish to cancel.