Shipping & Return Policy

1.1 Shipping Fee

  • Free Shipping on All Orders.

1.2 Shipping Zones

Normally, your order will be directly dispatched from the warehouse near your location.

The delivery time for items is as follows: (only for the items purchased directly on halo-grid.com)

Shipped From

Processing Time

Shipping Time

US 

1-2 Business days

3-8 Business days

For policy reasons, we do not support filling in PO Box/APO/FPO/DPO addresses or military addresses.

During Black Friday, expect extended delivery times due to high demand and increased order volume.

1.3 Delivery Areas

halo-grid.com supports delivery to most areas of the United States. We cannot deliver to the following areas:

  • Alaska
  • American Samoa
  • Guam
  • Hawaii
  • Marshall Islands
  • Northern Mariana Islands
  • Palau
  • Puerto Rico
  • Rhode Island
  • U.S. Virgin Islands
  • Armed Forces Americas
  • Armed Forces Europe
  • Armed Forces Pacific

Thank you for your understanding.

1.4 Taxes and Duties

The purchase price does NOT include import duties, VAT, and other taxes and fees.

1.5 Frequently Asked Questions

Q: Can I change the shipping address of my order?

A: Orders can be edited or canceled only before the shipment via our customer support team at support@halo-grid.com. We cannot change the shipment information once the product is en route.

Q: The logistics tracking has not been updated after shipment. What should I do?

A: If the logistics tracking has not been updated after 7 days, please contact us. If it’s within 7 days, please wait patiently.

Q: Why did I only receive part of my order?

A: We might have divided your order into several packages. Perhaps those packages are delivered at different times. Please wait 7 days and contact us for logistic tracking.

Q: When logistics information indicates that the package has been delivered, but nothing arrives, what should I do?

A: It is recommended that you first call the local post office to confirm and check the surrounding area again for parcels. Please contact us, we would love to help you.

Q: What do I need to do when I received a different product instead of what I ordered?

Please contact customer support at support@halo-grid.com.

 

Return & Refunds

SWORD GATE LIMITED has implemented an easy and straightforward return policy for customers. Within the validity warranty period, customers are entitled to free return, exchange, and repair services in compliance with relevant regulations.

2.1 30-Day After-Sales Guarantee

  • Within 30 business days of receiving a product if the product has a manufacturing defect.

2.2 How to start a return

  • Contact the SWORD GATE LIMITED customer service team by email at support@halo-grid.com to obtain a return shipping address with the following information:
    • Order number
    • Proof of purchase
    • Video or photo of the faulty product (if applicable)
  • Request a return in the email.
  • You will receive an email with the return process, including the address and precautions.

2.3 Return shipping cost

The seller is responsible for shipping costs if they request a return for product inspection.

Shipping costs should be covered by the buyer in the following situations:

  • Buyer’s accidental returns
  • Returning incorrect items
  • Returning items claimed to have defects but found by SWORD GATE LIMITED quality control to be in working condition
  • Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

If the shipping item is over $39, please consider using a shipping service that provides tracking or purchasing shipping insurance. Otherwise, SWORD GATE LIMITED cannot guarantee items are successfully returned.

2.4 Refund Policy

All refunds will be processed within 3 business days after the warehouse confirms receipt of the returned items. After we issue the refund, it may take up to 7-15 business days to reflect in your original payment method.

If you haven't received your refund for a long time after we process your refund, please check with the paying bank.

Non-refundable situations:

  • A package with visible wear or damage
  • Lost or stolen products
  • Labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc. torn up or altered
  • Free products
  • Repairs through third parties
  • Purchases from unauthorized resellers
  • Items that are not from SWORD GATE LIMITED
  • The product was used or dismantled