Order Cancellation & Modification PolicyUpdated 14 hours ago

1. Cancel or Change Your Order

Here's what you need to know about cancelling or changing an order with HeliDirect.

The window is short. Our warehouse system sends orders into fulfillment shortly after you place them. Once an order enters fulfillment, it can no longer be cancelled, modified, or rerouted — including the shipping address.

Cancellation: Possible only before the order enters fulfillment. In practice, that's within about 1 hour of placing the order.
Item changes: We can't add, remove, or swap items after an order is placed. The fix is to cancel within the window and reorder.
Address changes: Same window. Once the order is in fulfillment, the address is locked.
Pre-orders: Different rules — you can cancel a pre-order any time before it ships.
Combining orders: We can't combine two separate orders into one shipment — each order ships on its own. See the section below for details.

If you need to change or cancel an order, contact us immediately with your order number:

Phone: 1-877-439-4354, Monday–Friday, 9:00 AM – 4:00 PM EST
Email / Help Center: help.helidirect.com (monitored nearly 24 hours a day Monday–Friday)
Live chat on helidirect.com during business hours

2. Cancelling an Order

HeliDirect can only cancel an order before it has entered the fulfillment process. Our warehouse sends orders to picking shortly after they're placed — typically within about 1 hour of order placement during our business hours.

If you need to cancel, contact us as soon as possible with your order number. The earlier you reach us, the better the chance we can stop the order before it's pulled from the shelf.

If your order has already entered fulfillment, we are not able to cancel it. Once the warehouse begins picking and packing, the order is locked in our system — pulling it back out would disrupt the queue and delay other customers' shipments.

Off-hours and weekend cancel requests

Our team monitors customer service requests nearly 16 hours a day Monday through Friday.

We process every cancel request we receive as quickly as we see it, but we can't guarantee we'll catch off-hours requests in time. If your order has already shipped by the time we read your message, the path is the return or refusal of delivery options below.

What happens if we catch it in time

We cancel the order in our system and in fulfillment queue.
We issue a full refund to your original payment method — including any HeliDirect Rewards points and store credit used on the order.
Refunds are processed on our end within 1–2 business days. Funds typically appear on your statement within 3–10 business days, depending on your bank or card issuer. If you cancel the same day you placed the order on a credit card, the charge is often voided rather than refunded, and the pending charge drops off your statement on its own.

What happens if it's too late

We confirm the order has entered fulfillment and will ship as placed.
You have two options:
1. Refuse delivery when the carrier attempts to deliver. The package returns to us automatically, and we refund per our Return Policy once it arrives.
2. Accept delivery and return it under our 30-day Return Policy. The window starts on the date you receive the package.

In both cases, the original shipping cost paid (or, on a Free Shipping order, our outbound shipping cost) is deducted from the refund — see the Return Policy for details.

Partial cancellations

We are no longer able to cancel part of an order. If you need to drop a single item, the path is to wait for the order to arrive and return the unwanted item under our Return Policy.

3. Changing Items on an Order

Once an order is placed, we cannot add, remove, or substitute items. This includes:

Changing the quantity of an item
Swapping a SKU for a different color, variant, or related part
Adding a forgotten item to the same order
Applying a promo code that wasn't entered at checkout

This applies whether the order is still in Processing status or already picked — our system doesn't support mid-order edits.

If you catch the mistake fast enough

Contact us within the cancellation window (about 1 hour of placement). If the order is still cancellable, we cancel it in full and you place a new order with the correct items, quantities, and codes applied.

Promo codes must be applied at checkout. If you missed one, the cancel-and-reorder path is the only way to apply it before shipping. We cannot retroactively apply promo codes to orders that have entered fulfillment.

Price adjustments

If a product you ordered goes on sale within 7 days of your purchase, contact us and we will issue the price difference as HeliDirect store credit (not a refund to original payment). This is the only post-order price adjustment we offer.

Wrong item received

If the package you receive contains the wrong item — different from what your order confirmation shows — contact us within 7 days of delivery with:

Your order number
A photo of the item you received (including the SKU tag if visible)
A photo of the packing slip

We ship the correct item and arrange the return of the wrong one at no cost to you. This is a fulfillment error on our end, not an order change, and is handled outside the cancel/modify rules above.

4. Changing a Shipping Address

The shipping address on an order is locked once the order enters fulfillment. Our warehouse system only permits address edits while an order is in Processing status — typically the same ~1 hour window as cancellation.

If you spot a wrong or incomplete address, contact us immediately with your order number and the correct address.

After the order enters fulfillment

We cannot change the delivery address — there is no exception. There are three reasons:

System lock. WMS disables address edits the moment a picker is assigned to the order. We can't override it.
Carrier rules. Once a package is in the carrier's network, only the recipient can request a redirect through the carrier's portal. We can't redirect on your behalf.
Fraud protection. A common fraud pattern is to place an order with valid payment, then redirect the shipment after dispatch. Locking the address protects every customer.

If your order has shipped to the wrong address

Contact the carrier directly with your tracking number. UPS, USPS, and FedEx all allow recipients to request a hold-for-pickup or in-network address redirect, usually for a fee. Approvals are case-by-case.
If the carrier can't redirect, wait for the package to be returned to sender. This takes 1–2 weeks. Once it's back at our warehouse, we can reship to the corrected address. Additional shipping cost applies.
If you refused delivery, the carrier returns it to us automatically — same process from there.

P.O. Boxes, APO/FPO, and freight-forwarder addresses

P.O. Boxes: UPS doesn't deliver to P.O. Boxes. Use a street address whenever possible. Bulky items can't ship to P.O. Boxes at all.
APO/FPO/DPO military: Ships via USPS only. Size and weight limits apply — see our Shipping Policy.
Freight forwarders: We ship to U.S. freight forwarders at your own risk. Once the package is delivered to the forwarder, any damage or loss must be handled with the forwarder, not us.

5. Combining Multiple Orders

We can't combine two or more separate orders into a single shipment. Each order placed on helidirect.com is processed as a discrete fulfillment job in our warehouse system, with its own order number, picking task, packing slip, and shipping label. There is no system path to merge them once they're placed.

This is the same reason cancellations and item changes are time-limited (see Sections 2 and 3): the warehouse routes orders to picking shortly after they're placed, and once routed they're locked in as independent shipments.

Practical implications

Shipping cost won't be refunded if you place a second order. If you forgot an item and placed a follow-up order, both orders ship separately and both shipping costs (where applicable) stand. The cheapest way to avoid this is to use your cart instead of placing a quick first order and a "one more thing" second order.
Multiple orders ship in multiple boxes. Even on orders going to the same address on the same day, you'll get multiple tracking numbers and multiple deliveries.
Free Shipping threshold applies per order, not across orders. Two $60 orders placed back-to-back don't combine into one Free Shipping–eligible $120 order.

The exception: catching it inside the cancel window

If you placed two separate orders within the same hour and both are still cancellable (neither has entered fulfillment), contact us immediately:

We cancel both orders and refund them in full.
You place one new combined order with everything you wanted.
The new order qualifies for Free Shipping (and any promo codes) based on its full combined value.

This is the only path that produces a single shipment, and it only works if you catch it fast enough — see Section 2 for the cancel window and off-hours coverage.

What we won't do

Hold one order while you decide whether to add more later
Manually combine orders at the warehouse, even when both are still on our floor
Refund or credit the shipping difference between "what you paid" and "what you would have paid if combined"

This policy is a direct result of how high-volume hobby fulfillment is built: speed and consistency depend on every order being treated the same way.

6. Pre-Orders and Backorders

Pre-orders

A pre-order is an item we've listed for sale ahead of its arrival at our warehouse. You can pre-order to lock in your spot in line and (where applicable) the launch-day price.

Pre-orders can be cancelled any time before they ship, because they have not yet entered fulfillment. To cancel a pre-order, contact us with your order number.

Pre-orders typically charge your payment method at the time of order, so a cancellation issues a refund to your original payment method (3–10 business days to post).

If a pre-order ETA shifts and the new date doesn't work for you, just reply to the update email and we'll cancel and refund.

Backorders (after order placement)

If part of your order goes on backorder after you've placed it (inventory sync, supplier delay, etc.), we hold the order in our system before sending it to ShipBob's fulfillment queue. While on hold, you have these options:

Wait for the backordered item — we ship everything together when it arrives.
Substitute with a comparable item from our catalog (we'll invoice or refund the difference).
Cancel the whole order for a full refund.

We email you when this happens and wait for your decision. If we don't hear back within 14 days, we ship what's in stock and cancel/refund the backordered item.

7. Orders We May Cancel or Hold

HeliDirect reserves the right to cancel, decline, or hold any order at our discretion. The most common reasons:

Pricing or listing errors

If a product is listed at the wrong price or with incorrect information due to a typographical, system, or supplier-data error, we reserve the right to cancel and refund the order in full. We contact you first so you can choose to repurchase at the correct price.

Fraud verification

High-value orders, orders with mismatched billing/shipping info, orders to high-risk regions, or orders that hit our fraud screen may be held briefly while we verify. Most clear in under 24 hours. We may contact you to confirm ID, billing match, or card-issuer authorization before releasing.

If an order can't be verified, we cancel and refund in full — there is no penalty to you.

Quantity limits and reseller flags

Some items have per-customer purchase limits to prevent stock-outs during launches and sales. Orders that exceed limits, or that appear to be coordinated reseller buys, may be cancelled at our discretion.

Sanctioned destinations

We don't ship to countries under active U.S. OFAC sanctions (currently Russia, Iran, North Korea, Cuba, and Syria; list may change). Orders to these destinations are cancelled and refunded.

Out-of-stock errors

If an item shows in stock at checkout but turns out to be unavailable, we contact you with options: wait for restock, substitute, or cancel and refund.

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