All Shop.Heys.ca orders are shipping out of our Mississauga Distribution Center via Purolator ground shipping.
Orders over $150.00 will require a signature upon delivery

We apologize for the inconvenience, but customers can not pick up their Shop Heys orders. However, we do have a very quick delivery time as all shipping is done via Purolator Ground out of our Mississauga Distribution Center – Feel free to check out our Q&A “When will I receive my order” for your ETA arrival.

All shipping is done via Purolator Ground shipping out of our Mississauga Distribution Center. However, in the rare event and depending on your ship to location, occasionally your order may be subject to ship via Canada Post or UPS.

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@heys.ca for any changes/cancellations.

Once your order is shipped via Purolator 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.

All shipping rates are specially reduced for you to better enjoy your online shopping experience with us. 
The Shipping rates are shown to you before you place your order so that you don't have to go through the entire order process to know what the shipping charges are.
On the Shopping Cart page you can enter your Postal Code, click 'Calculate Shipping' and your shipping rates will be calculated and automatically displayed
In some situations, the rates are approximate, because only the country, province/state and zip/Postal code are provided for the calculation. The full address is not provided. Exact rates will be given at checkout.

My order never arrived.

Click the “Sign In” link at the top right hand side of our site, then click on the order in question to retrieve your tracking number. Click the tracking link provided to see your order status. If your package shows a status of “delivered” please contact our Shop Heys representative for assistance.

Orders placed before 12pm EST will usually ship out the same day - orders placed after 12pm will usually ship out the next business day.
After placing your order, you may click the "Sign In” link at the top right hand side of our site to review your order status. When your order is shipped you will see your tracking number displayed in your account. You will also receive a shipment confirmation email along with a URL link to track your package on Purolator's website

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.

Shop Heys cannot charge a credit card if the order was not completed or if the payment failed.

Sorry, Shop Heys does not price match.

Click the “Sign In” link at the top right hand side of our site to access and review your order(s). You may compare your order history on our website, with your financial records. 
If you have further questions or concerns, please email us at shop.ca@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 Canada.

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.

Visit our Dealer page ( ONLY CANADIAN DEALERS LISTED ) and enter in your City or Postal Code then select “GO”. On the right side of the screen you will see a list of our retailers with their respective contact information. We recommend you to contact the store to ensure they carry the particular product you are interested in before you visit the store.
If the retailer does not carry the product you are interested in, feel free to ask them to order in the product you are looking for.

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.

No registration is required to warranty your product. Simply retain the proof of purchase, and the attached Warranty card, as Warranty claims will require those two documents.

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.ca@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.ca@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.ca@heys.com for further assistance.

Our Mississauga distribution center is ONLY open for Warranty clients. We do not have a Public Showroom nor do we accept orders.

Our office hours are from Monday to Friday – 9am EST to 5pm EST.