Contact information

Effective date: September 13, 2025

Introduction
At Helvo (operating at https://helvo.top), we believe in open communication with our customers. This Contact Information Policy provides clear details on how you can reach us for inquiries, order support, feedback, complaints, or general communication. We aim to ensure that every customer has accessible channels to connect with us in a professional, transparent, and timely manner.

Primary contact email
Our primary point of contact is our official customer service email: service@helvo.top.

  • This email address is monitored regularly during business hours.

  • We aim to respond to inquiries within 24–48 business hours, excluding weekends and holidays.

  • To help us resolve your inquiry quickly, please include your full name, order number (if applicable), and a detailed explanation of your request.

Business hours
Our customer service operates during standard business hours:

  • Monday through Friday: 9:00 AM – 6:00 PM (U.S. Eastern Time).

  • We do not provide live customer service on weekends or major U.S. holidays, but inquiries will be processed the next business day.

Mailing address
For written correspondence, official notices, or product returns (after receiving authorization), you may write to us at our designated business mailing address. Customers must contact us via service@helvo.top first before shipping anything to ensure proper handling and tracking.

Response and resolution times

  1. General inquiries: within 48 hours.

  2. Order support: within 24 hours whenever possible.

  3. Complaints: acknowledged within 3 business days, with resolution aimed within 10 business days, depending on complexity.

  4. Legal or formal notices: acknowledged within 7 business days.

Support for orders and returns

  1. Order confirmation: Customers receive an automatic confirmation email after placing an order. If you do not receive this email within 24 hours, please check your spam folder and then contact us.

  2. Order tracking: Tracking details are sent automatically after shipment. If tracking does not update, email us for assistance.

  3. Returns and exchanges: Follow the procedures outlined in our Return & Refund Policy. Always contact service@helvo.top to request an RMA before returning items.

Complaints and feedback

  1. We welcome constructive feedback to improve our services.

  2. Complaints should include your order number, a description of the issue, and supporting documentation (e.g., photos of damaged products).

  3. We will investigate thoroughly and communicate proposed resolutions clearly.

  4. Customers dissatisfied with the outcome may request escalation to a senior representative.

Data protection and privacy inquiries

  1. Requests regarding your personal data (access, deletion, corrections, or portability) should be directed to service@helvo.top.

  2. We will handle all privacy-related requests in accordance with our Privacy Policy and applicable data protection laws.

  3. For verification, we may request additional details to confirm your identity before processing a privacy-related request.

Legal inquiries and notices

  1. Any legal correspondence, subpoenas, or compliance-related notices should be directed to our designated email.

  2. Notices received through incorrect channels may delay response.

  3. We recommend using formal language and attaching relevant documentation for clarity.

Alternative contact methods
While email is our preferred method of communication, in special circumstances we may provide additional contact channels, such as temporary phone numbers or live chat, during promotional events or high-demand periods. Any such alternative channels will be announced clearly on our website.

Customer responsibilities

  1. Provide accurate and complete contact details when reaching out.

  2. Use respectful and clear communication. Abusive or offensive messages will not be tolerated.

  3. Follow our published policies for returns, refunds, and shipping to ensure faster resolutions.

Escalation process

  1. If your issue is not resolved satisfactorily through standard support, you may request escalation.

  2. Escalated cases are reviewed by senior team members who will respond within 5–7 business days.

  3. Our goal is to resolve escalated matters fairly, transparently, and in compliance with consumer protection laws.

Updates to contact information
We may update our contact details or procedures from time to time. All changes will be posted on this page with a revised effective date. Customers are encouraged to check periodically for updates.

Commitment to accessibility
We strive to make our communication channels accessible to all customers, including those with disabilities. If you require alternative communication formats or accommodations, please contact us and we will make reasonable efforts to meet your needs.

Important reminders

  • Always check your spam or junk folder if you do not see a response from us.

  • Do not send sensitive payment details via email. Payments are processed only through our secure Shopify checkout system.

  • For returns, never ship products without receiving prior authorization and instructions.

Contact summary