Shipping FAQs

At Raelynn Kelly, our goal is to provide super fast shipping combined with attention to detail and precision so that your order is received quickly without any mistakes or issues. In short, our goal is to meet and exceed your every need and the staff at Raelynn Kelly will do their best to ensure that every order we process is a top priority.

Please read the following regarding our shipping policies and information as this is the best area to peruse to ensure that your shipping needs and queries are fully met.

Customer Shipping Information

Raelynn Kelly offers customers the ability to use multiple shipping and billing addresses to meet your current needs. Whether entered by the customer or our staff, it is ultimately the customer's responsibility to maintain and update any new address changes as HeliDirect cannot/will not be held responsible for orders being shipped to the wrong address.

Customer Addresses for Payments via PayPal

For payments via PayPal, the address listed in your PayPal account will not be considered a valid shipping address as our system uses the shipping address selected by the customer during the checkout stage of placing an order.

It is the customer's responsibility to update Raelynn Kelly (or update the customer account) of any address discrepancies prior to the order being shipped. All orders placed through us will be shipped to the customer's address in our database, which is entered by the customer, or at the customer's request through our Customer Service Department.

Free Ground Shipping

For eligible orders, we are pleased to offer free ground shipping within the lower 48 states of the United States if the order amount is $100.00 or more - Alaska, Puerto Rico and Hawaii may require additional charges based on the size of the package. If this is the case, our Customer Service team will contact you as needed to determine the additional charges.

Free Ground/Economy Shipping can be shipped via a variety of methods, such as UPS Ground or USPS Priority/First Class Mail. These shipping methods are at the discretion of our shipping staff and cannot be selected by the customer, as the method used is based on the Economy Rate associated with the size and/or weight of the package being shipped.

Please note that free shipping does not guarantee any specific delivery time; free economy shipping may take up to 7 business days to arrive on some orders depending on your region, but generally, this is not a common occurrence.

If you require a faster delivery time, we strongly recommend that you upgrade to a faster shipping method, as free shipping is based on economy shipping (5-7 business days) and is not a guarantee of delivery.

High Demand Order Processing

Due to high demand for orders during holidays, promotions, or specials, our shipping team sometimes processes orders on weekends. During this time, the order will be marked as "completed" and tracking information will remain active.

Since our carriers only pick up orders Monday through Friday (excluding holidays), all such orders will be shipped the next business day. If an order is marked as "completed" and tracking information remains active on a non-business day, it does not mean that the package has been delivered to the carrier and does not count as a valid shipping day.

Estimated Delivery Time:

The estimated delivery time of your order may vary depending on your location and the shipping method selected. The estimated delivery time for standard shipping (First Class Mail, Ground Shipping) is usually 3-5 business days, and the estimated delivery time for expedited shipping (Priority Mail, Two-Day Air UPS) is usually 2-3 business days.

We strive to ship the same day we receive an order, and although this cannot be guaranteed, our shipping team will also strive to ship the same day or the next business day after receiving an order.

Lost Orders - Domestic Orders

If you discover that your order has been lost in transit, please contact our Customer Service department with your order number for immediate assistance. Depending on the carrier, we can initiate tracking for you and determine what the issue may be with your delivery.

For most lost or delayed orders, you can submit a simple tracking with your designated carrier. This tracking option typically takes a few days to process, and our staff will keep customers informed of any updates provided by the carrier.

Please note that even though most tracking issues are resolved within a few days, HeliDirect cannot be held responsible for such delays as this issue is beyond our control. However, our team will make every effort to correct this issue promptly, so please allow us to handle this issue based on our available resources.

Lost International Orders:

For delayed international orders, please note that our team can handle tracking for you based on your selected shipping method, with the exception of First Class International Mail.

Since first class international mail does not use a valid tracking number, our team is unable to submit tracking via this method and customers will need to wait a total of 60 days before exploring other options with an insured package.

If tracking is requested on a customer's package (excluding first class international mail), our staff will be happy to submit tracking via the carrier and keep the customer updated with any relevant updates from the carrier.

Due to a variety of factors beyond our control, tracking may take several weeks to complete as these processes involve communication between two different countries. We will do our best to resolve the issue as quickly as possible, please be patient as we do everything we can to ensure your package is back on track.

Shipping Insurance

Raelynn Kelly is proud to partner with Route, a leader in package protection and tracking solutions. By selecting Route+ Package Protection at checkout, your order will be protected from damage, loss* or theft. In the unfortunate event that your order does not arrive or arrives damaged, you can easily file a claim with Route for a replacement or full refund. We are happy to provide this service to you and strongly recommend that you select Route+ Package Protection at checkout.

*For packages marked as "delivered", claims must be filed 5 days after and 15 days before the date the package was marked as "delivered". For packages that are presumed lost (status other than "delivered"), claims must be filed 7 days (20 days for international packages) to 30 days after the last checkpoint.

Shipping FAQs:

Below is a list of some of the most common shipping issues we encounter, if you have any questions about shipping, please refer to the list below to get your questions answered quickly and efficiently.

When will my order be shipped?

We strive to ship orders the same day they are placed, depending on current shipping demand. Please note that while we strive to ship orders the same day they are placed, we cannot guarantee same-day shipping, regardless of the shipping method or expedited option selected. This may be due to the following reasons:

- High shipping demand

- Fraud verification review

- Large order volume

- Missed cut-off time

- Early carrier pickup

- Inclement weather

. Do you guarantee same-day shipping?

No, we do not guarantee same-day shipping. However, if your order is placed early enough, we will do our best to ship it as quickly as possible - usually the same day.

If I select Next Day Shipping, am I guaranteed to receive my order the next day?

If you select UPS Next Day Shipping, and your order is within the time frame allowed for processing and shipping, we guarantee that your order will arrive the next day via the selected carrier.

If you place your order around 1:00 PM EST, we recommend that you call us at 877-439-4354 so that we can confirm that your order can be delivered the same day via the selected overnight shipping method.

Please note that next day delivery is not guaranteed for shipping methods other than UPS Next Day Shipping. We utilize a variety of shipping methods to provide near overnight delivery based on your location, but we cannot guarantee delivery for any method other than these methods, regardless of your previous delivery time record. USPS

/ UPS Note what specific dates the order will be delivered - are these time frames accurate?

Both USPS and UPS provide an "estimate" of when your order will arrive, depending on where the package is being shipped to, but this is only an estimate and not a guarantee. For example, "USPS Priority Mail" may be listed as a 2-day delivery time. This is only an estimate, not a guarantee. UPS

(depending on your location) may have delivery times as fast as 1 day, but these are not guaranteed, such as "Next Day" or "2nd Day". Please note that other than "Next Day" and "2nd Day" services offered by UPS, delivery times are not guaranteed.

All other delivery options listed on our website are estimates provided by the carrier, which, while accurate, are not guaranteed.

I'm a local customer or will be traveling to your area - can I pick up my order?

Our store in Middletown, Indiana offers local pickup for customers in the area, and you can select the "Local Pickup" option at checkout.

For all local pickups, our staff will need ample time to process your order and ship it. When placing an order for same-day pickup, please note that orders must be placed before 1:00 PM ET for same-day pickup - any time after this will require a call to our staff to confirm your order is available.

Please note that orders placed for local store pickup may be subject to the same fraud verification process as regular online orders, which may delay shipping times. In addition, we require all customers picking up prepaid online orders to present a valid ID and provide a credit card when paying by credit card.

I selected free shipping - which shipping method will be used?

For free shipping, our staff will determine the best shipping method for us based on the size and weight of the package. If the selected method (e.g. UPS Ground) does not meet the delivery requirements (e.g. a PO Box instead of a physical address), our staff will contact you and provide alternative options.

Please note that for free shipping, we do not guarantee any delivery times, and some orders for free shipping shipped via UPS Ground may take up to 7 business days to arrive. If you require faster delivery times, we strongly recommend that you pay for a faster method, as free shipping is based on economy (5-7 business days) and delivery is not guaranteed.

I selected Priority Mail and my order is overdue - can I get a refund?

Priority Mail (within the US) is very accurate and almost always arrives on time, but no matter how close you are to our facility, it is not guaranteed to arrive within a specified time frame. The only way a shipper can guarantee delivery within a specific time frame is through UPS via the selected courier method.

Raelynn Kelly does not guarantee orders shipped via the Postal Service and will not provide any refunds, credits, discounts, or other services if an order is delayed via an unsecured method such as USPS. Although we do our best to ensure that all packages are shipped the same day, HeliDirect does not guarantee same-day Priority Mail shipments.

Is all shipping through Raelynn Kelly free on orders of $100 or more?

Almost all items we represent are eligible for free economy shipping on orders of $100 or more within the US, but a few items are not eligible due to size, weight, or because they are heavily discounted to compete with other competitors.

If my order ships with "Signature Required", can I waive this service?

All orders created through Raelynn Kelly can be marked as a "Signature Required" package by our shipping staff. This "Signature Required" option protects us in the event of a lost/stolen package, and all such "Signature Required" options are typically based on the order amount. Once shipped, our staff will not be able to remove this signature option.

If you do not have the "Signature Required" option available, we recommend that you contact our staff before your order is shipped, and we will do our best to accommodate you. However, due to our inherent responsibility for all packages, the "Signature Required" option may not be waived.

I just received a tracking number, but it doesn't work?

Once your order is shipped via UPS, DHL, or USPS, the tracking number will be "active" until the carrier picks it up. Depending on the carrier or shipping method, it may take several hours after the order is picked up to receive the tracking number; if using USPS, the tracking number may be active for longer.

For orders placed after the 1:00 PM EST cut-off time, the order may still be marked as "completed" and show a shipped status and tracking number, but the order may not be shipped until the next day. In short, a "Completed" status with a tracking number does not mean the order is 100% shipped, as the carrier may have already departed by the time the order is processed and the shipping time is set.

My package is delayed - how do I fix it?

If your order is delayed, please check your tracking number first, and contact us if the tracking information has not changed after a few days. If the delay is beyond normal, we can submit tracking information on your behalf and try to find where the package may be held. The exception is international orders, which may take several weeks to update.

Please note that USPS mail delivery times vary due to a variety of factors, such as severe weather, sorting locations, USPS internal issues, and more. Although USPS mail is reliable and accurate, there may be fluctuations in its service quality, and such fluctuations are not our responsibility.

My order arrived damaged or wrong - how do I fix it?

In case of any order errors or product damage not related to shipping, please send us a message using the "Contact Us" option or call our phone support for assistance. For quick assistance, please have your order number ready so we can help you quickly.

If the damage is not shipping related, our staff may request photos of the product for internal records, so please provide any photos that may be requested at the staff's discretion.

My order arrived with shipping damage - how do I resolve this?

If your order is visibly damaged in shipping, please notify the carrier and refuse it. If your order is damaged in shipping, or if you receive your order damaged, do not open the box; please contact us for instructions and we will be happy to assist you.