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BUYER FAQ

Opening an Account:† We are a manufacturer and do not sell directly to the public. We only sell wholesale. Initial orders require a minimum purchase of $300.00 USD. Buyers must present a valid resale number issued by their state and a federal tax ID to open an account. If your account has no orders/reorders within a 6 month period, it will be inactivated, and any exclusives or line rights will be forfeited. The initial minimum purchase of $300 will be required upon reactivating a dormant account.
Reorders:† There is a 10 piece reorder minimum. You can mix any items, styles or sizes found on HelensHeart.com. If you would like to reorder less than 10 items, a $5 service fee will be applied to that order. Dropship pricing and charges are not affected by this reorder policy.
Dropships:† We encourage our clients to purchase additional stock and ship dropships themselves. However, we can ship directly to end-user, retail customers for a fee of $5 plus whatever shipping costs are incurred per drop ship. Please understand Helenís Heart LLC is not liable for any lost packages sent to residential neighborhoods. All dropship orders must be emailed to us by 1pm (CST), to ensure shipment the same day. Additional insurance is recommended and offered by UPS, but must be requested at the time the order is placed.
Walk-in Appointments:† Walk-in appointments are required. We ask that any authorized dealer wanting to visit or shop our corporate offices & warehouse please make an appointment first before coming in. Walk-in appointments are typically scheduled Wednesday thru Friday.
Shipping Methods:† Our preferred provider for shipping is UPS. We also ship USPS, FEDEX & DHL upon request. Shipping is calculated by weight, using standard, published rates. We can also ship using your shipping account number. Very large shipments are shipped LTL freight either by UPS or Yellow Freight. Local pickups are allowed at our warehouse with advanced notice. We do not support shipping stock orders to any residential addresses. If you need items shipped to a residential address (dropships, backorders), a waiver must be obtained, signed and on file releasing Helenís Heart LLC from any and all liability in regards to lost or stolen packages. We strongly encourage all of our clients to purchase shipping insurance from UPS.
Shipping Times:† Orders received before 2:00 PM (CST) on any business day will ship that same day. Dropships must be emailed to us by 1pm to be shipped the same day. Tracking numbers can be obtained the next morning for all but USPS shipments which come with a confirmation number. Projected delivery times can also be obtained at order placement.
FOB and Insurance:† FOB is our warehouse unless other contractual terms are accepted by us. Though a lost package is very rare we recommend you authorize the purchase of insurance through the shipping vendor. We are not responsible for lost or damaged packages but will attempt to process any UPS claims on your behalf.
Returns:† We accept returns for defective merchandise within 15 day of receipt with a valid RMA number. Please call and ask for our shipping department to initiate the process. Items returned and found to be without defect or not included in the RMA may be subject to a 15% restocking charge or refused. For a complete copy of our return policy, please contact us.
Ordering:† After registration, orders are accepted 24 hours a day and 7 days a week on our website, just ask for a user name and password. Orders are also accepted via phone at 972.247.1414 or by fax at 972.247.5305. You may also see our products and meet our lovely staff at any one of our many US showrooms. Please contact us for our show schedules and locations.
Payment:† Prepaid payment is required for your first 3 transactions. Specialty terms are available for qualifying clients with a completed & signed credit application form and credit check. Payment is never accepted on the website for security purposes. Upon placing an order, please call us to arrange payment. Please contact us directly if you have any questions about payment, or need a credit application.
E-Tailing & Online Sales:† Online sales are allowed but there are several rules that must be adhered to centered on pricing. A comprehensive product DVD can be obtained for a service fee of $10. All e-tailers must follow our MSRP policy. Any infractions will result in a termination of account. Contact us directly to obtain these rules prior to offering our items for sale online. Please contact us for the complete set of requirements.
Catalogs / Green Initiative:† We offer over 10,000 items on HelensHeart.com. We feel it is more environmentally sound to showcase these items using the digital technology that is available today. We have digital catalogs of our many successful lines available upon request.
MSRP:† All current items must be retailed at a minimum markup of 2X. Any discontinued or clearance items are not subject to any minimum markups.