ORDER STATUS AND SHIPPING
When will I receive my order?
All Shop.Heys.ca orders are shipping out of our Mississauga Distribution Center via Purolator ground shipping. To check the delivery ETA, enter your Postal code on the page of the product you are interested in purchasing.

Orders over $150.00 will require a signature upon delivery.
Can I pick up my order?
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 – Please review our Q&A “When will I receive my order” to check shipping ETA.
What company do you ship with?
All shipping is done via UPS 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 Purolator, Canada Post or Canpar.
What is the Status if my order?
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.
How do I change or cancel my 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.
How do I track my order?
Once your order is shipped via one of the Carriers, 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.
How much is shipping?
Ground shipping is free on order subtotal's over $99 (before tax and shipping & handling).
When will my order ship?
Orders placed before 12pm EST 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.
An item is missing from my shipping
Please check your Invoice to review the items purchased. If you are missing an item, please open up the box and check inside each piece to make sure the missing item(s) is not “nested” inside another product – we do this to avoid any missed parcels during delivery.

After you have checked inside each piece and the missing item is not “nested”, please contact our Shop Heys representative to file an investigation.
CREDIT CARD ISSUES
Do you accept Backorders / Pre-Orders?
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.
Why can't place my order?
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.
My order was not completed but you charged my credit card?
Shop Heys cannot charge a credit card if the order was not completed or if the payment failed.
How do I verify my correct Credit Card Billing Information?
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.
PRICING AND BILLING
Do you price match?
Sorry, Shop Heys does not price match.
I have a question on my charges.
Please crosscheck your Invoice with 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.
When will my credit appear on my account?
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.
When will my credit card be charged?
Your credit card will be charged within 24 hours of submitting your order
RETURNS
How do I return my product?
Please click here for more information on returning an item within Canada.
I received the wrong product.
If you feel that you have received the wrong product, please contact our Shop Heys representative within 14 days of receiving the product. If you are traveling, please make sure you contact us before you depart.
USA AND INTERNATIONAL SHIPPING/RETURNS
Do you ship to my country?
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.
What is the International return policy?
Shop Heys only accepts returns within Canada
DEALERS
How do i find a Dealer in my area?
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.
I did the search, but there are no Dealers displayed?
Please make sure you entered in a valid City or Postal Code ( CHECK SPELLING ). If the above suggestion is completed correctly and you are still not seeing any dealers, then there may not be any retailers distributing HEYS products in your area. Not to worry! You always have the option to search another city close by or purchase the product on our online website if its available.
WARRANTY
What is your Warranty Policy for Luggage?
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.
Do I need to Register my product for Warranty?
Yes, registration is required to warranty your product. Please visit heys.com/register to activate your warranty.
How long will it take to repair a product?
This depends on several factors, such as the make of product itself, the nature of the repair, the location of Service center, etc... In general, for a service issue, it should take no longer than 30 days from the time it is received at the Service center.
LOCKS
I forgot my lock combination, how can I open my lock?
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.
How do I set the combination on my lock?
Please view the instruction manual ( included in the purchase ) or follow the instructions -Here
I can see a keyhole on my TSA lock but I didn't receive a key ?
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.
What are TSA locks ?
This applies to passengers arriving into the USA and connecting to other flights.

The Transportation Security Administration (TSA) requires access to air passengers' luggage for security screening in the USA, sometimes without the passenger being present. To allow luggage to be locked for protection against theft, the TSA has approved certain locks, identified by a logo on the locks. TSA personnel’s can open and inspect your luggage and then re-lock your luggage with a master TSA key. If TSA officers require an inspection on your luggage and you do not have a TSA Lock, then they may break your Lock to inspect your luggage.

Heys TSA Locks can be purchased Here
ITEM AVAILABILITY
Can I purcahse Single Pieces?
If you cannot find the size of a product that you are interested in, please send us an email at shop.ca@heys.com and we will see if we can accommodate your request.
How to find a product?
If you know the name of the product you would like to purchase, please click the magnifying glass on the top right hand side of the screen. If you have any trouble locating a product, feel free to contact our customer service for assistance.
PRODUCT QUESTIONS
How do I replace the batteries on my xScale®?
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.
What is the clear protective film on my Luggage?
We put a clear coating of protective film, on most of our glossy surfaced luggage’s. The clear film helps protect your bag from any scratches, or scuff marks while the luggage is in transit.
GENERAL PUBLIC
Are you open to the Public?
We are open only for repair pick up and drop off by appointments only. To book an appointment, please visit http://booking.heys.ca
What are yuor operating Hours?
Our office hours are from Monday to Friday – 9am EST to 5pm EST.
How do I contact you?
Please Click Here for our company contact information.