Question 1

What are the payment methods accepted by Halo 21 website?

Accepted Answer

Halo 21 accepts the following payment methods: 
• Visa 
• Mastercard 
• Paypal

Question 2

What is Halo 21 return policy?

Accepted Answer

No return, refund or exchange on purchases after 10 days from the date of taking possession. For any return or exchange, proof of purchase is mandatory and the merchandise must be unused, uninstalled, and returned in its original condition and packaging.

Question 3

How do I return my product(s)?

Accepted Answer

Products purchased directly from our Online Shop are eligible for a refund within 10 days of receipt. To initiate a return, email Customer Service with your order number.

Question 4

Are sale items returnable?

Accepted Answer

Sale items: Final sale. No returns, exchanges, or adjustments.

Question 5

When is my refund processed?

Accepted Answer

Refunds processed 14 days after return confirmed. Delays possible.

Question 6

When will I receive a refund for my shipping costs?

Accepted Answer

Shipping costs are non-refundable for returns, whether partial or full.

Question 7

Can I return / exchange an item I was gifted?

Accepted Answer

Only the original purchaser can initiate a return for a gifted item. Exchanges are not offered.

Question 8

How is delivery handled for apartments?

Accepted Answer

Include buzzer/entry code in order notes. No calls before delivery.

Question 9

Can I modify my order?

Accepted Answer

Orders locked after warehouse processing. Email us within 24 hours for issues.

Question 10

Why is my order unshippable?

Accepted Answer

Unshippable: Out of stock, PO box, remote area, payment issue.

Question 11

Why is my order delayed?

Accepted Answer

We always strive to deliver your order on time. However, sometimes unforeseen circumstances can cause delays.

Your order might be late because:

• It was placed during a busy sales or promotions period.
• You ordered several items, which can sometimes extend processing time.
• It was placed during a public holiday in British Columbia or Canada (as our main warehouse is located in British Columbia).
• There were unpredictable events beyond our control.

Question 12

What happens if the carrier does not deliver to address?

Accepted Answer

We primarily deliver using our designated carriers, and service is available under specific conditions.

If your location is outside our standard carrier's service area, we might be able to use an alternative carrier for an extra fee. In cases where no suitable delivery option can be arranged, we may need to cancel your order. We'll always communicate with you if this is the case.

Question 13

How long will my order take?

Accepted Answer

We aim to process and ship your order within 1–2 business days.

Once dispatched, estimated delivery times are:
Other provinces: 4–10 business days
Please note:
During busy periods such as Boxing Week or Black Friday–Cyber Monday, delivery may take longer due to higher order volumes.
Orders placed on or around public holidays may also experience minor delays.

Rest assured, we always work hard to ensure your order arrives as quickly and smoothly as possible.

FAQ

Frequently asked questions