Frequently asked questions
When will my product ship?
We do everything we can to ensure you get your new Helinox products as fast as possible. But, it’s important to know that our warehouse has a 24 hour “pick-and-ship” window and the the shipping option you chose begins as soon as your shipment gets picked up by the carrier of your choice.
I chose 2-day shipping, but it’s not here yet - why?
Our warehouse has a 24 hour “pick-and-ship” window and the the shipping option you chose begins as soon as your shipment gets picked up by the carrier of your choice. It’s also worth noting that the 2-day shipping option is actually 2 working days per Fed-Ex which means that if Fed-Ex picked up your package on Thursday afternoon - they will not deliver it until early the following week.
Does Helinox make accessories for sand or soft ground?
One of my leg poles broke in soft ground, how can I get it fixed?
Please contact us through our WARRANTY PAGE. We can work with you on sending a replacement pole or fixing it for you here at our warranty service department.
Can I put my seat in the washing machine?
We advise that you hand-wash with warm, soapy water.
Where are Helinox products manufactured?
We manufacture our frames in Korea and our seats and carry-cases in Vietnam.
An ember from the campfire burned a hole in my seat - what should I do?
You can either patch it up with a patch repair kit (search tent repair kits online) or contact us about purchasing a replacement seat.
I’ve lost my carry case, do you have replacements?
Yes, we have replacements available. Please contact us via our online form HERE
If I’ve used my product, can I return it for a refund?
If you can return the product in ‘as new’ condition (undamaged and with original packaging) within 7 days for a full refund. To ensure the products remain in ‘as new’ condition, we recommend trying them indoors first. Any outdoor use in the dirt will scuff the feet and will render the product ‘used’ rather than ‘as new’.
How long is your warranty good for?
Our 5-Year Warranty covers manufacturing defects in materials and workmanship for 5 years from the original owner’s date of purchase.
Can I exchange my product for a different one?
Provided the original purchase is returned in 'as new' condition, we will happily exchange the product and credit your new purchase with the full amount of any previous payment. In the event that the replacement product is less expensive than the original purchase, we will refund you the difference via the original payment method.