Shipping & Returns

Shipping & Returns

Free 30-Day Returns

If you're not completely satisfied with your purchase, most items may be returned within 30 days of delivery.

To qualify for a return:

  • Products must be unused
  • Products must be unopened
  • Products must be in their original packaging
  • All included components and accessories must be returned

Once your return is received and inspected, we'll process your refund.

Shipping Information

Processing Time

Most orders are processed and shipped within 1–2 business days. During holidays, promotions, or periods of high order volume, processing times may be slightly longer.

Once your order ships, you'll receive a shipping confirmation email with tracking information so you can follow your package every step of the way.

Shipping Rates

  • Free standard shipping on orders over $60

  • Shipping rates for orders under $60 are calculated at checkout

Where We Ship

We currently ship to all 50 U.S. states, including Alaska and Hawaii.

At this time, we do not ship internationally or to APO/FPO addresses.

Tracking Your Order

Once your order has shipped, you'll receive an email containing your tracking number and shipment details.

Please allow carriers up to 48 hours to update tracking information after your shipping confirmation is sent.

Delivery Information

To help ensure successful delivery, please double-check your shipping address before placing your order.

Customers are responsible for providing a complete and accurate shipping address. Hegen is not responsible for delays, failed deliveries, or returned packages resulting from incorrect or incomplete address information submitted at checkout.

Orders returned to us due to an invalid or undeliverable address may require additional shipping charges for reshipment.

Lost, Missing & Stolen Packages

Lost Packages in Transit

If your package appears lost while in transit, please contact us and we'll work with the carrier to investigate. Packages confirmed lost in transit by the carrier may be eligible for replacement or refund.

Delivered but Not Received

Once a carrier marks a package as delivered, responsibility for the shipment transfers to the customer.

If tracking indicates your order was delivered but you cannot locate it, we recommend:

  • Checking around your property and with household members

  • Contacting neighbors

  • Reaching out to the shipping carrier directly

Unfortunately, Hegen cannot replace or refund packages that are confirmed delivered but subsequently lost or stolen.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Photos of the product and packaging

Our team will review the issue and work quickly to make it right.

Returns

Free 30-Day Returns

If you're not completely satisfied with your purchase, most items may be returned within 30 days of delivery.

To qualify for a return:

  • Products must be unused

  • Products must be unopened

  • Products must be in their original packaging

  • All included components and accessories must be returned

Once your return is received and inspected, we'll process your refund.

Important Safety & Hygiene Notice

Because our products are used for infant feeding and food storage, we cannot accept returns of opened, used, washed, sterilized, or otherwise utilized products for hygiene and safety reasons.

How to Start a Return

To initiate a return, please see https://hegenus.returnscenter.com/

Once approved, we'll provide return instructions.

Refunds

Once your return is received and inspected, approved refunds will be issued to your original method of payment.

Please allow:

  • 3–5 business days for return processing

  • Additional time for your financial institution to post the refund

Original shipping charges are non-refundable.

Non-Returnable Items

The following items are not eligible for return:

  • Opened products

  • Used products

  • Sterilized or washed products

  • Gift cards

  • Final sale items (if applicable)

Frequently Asked Questions

When will my order ship?

Most orders ship within 1–2 business days.

Do you offer free shipping?

Yes. We offer free standard shipping on orders over $60.

Where do you ship?

We currently ship to all 50 U.S. states, including Alaska and Hawaii.

Do you ship internationally?

Not at this time.

How do I track my order?

Once your order ships, you'll receive a tracking number via email.

Can I change my shipping address after placing an order?

We begin processing orders quickly, so changes cannot always be guaranteed. Contact us as soon as possible and we'll do our best to assist.

Can I return an opened bottle?

No. For hygiene and safety reasons, opened or used feeding products cannot be returned.

How long do I have to return an item?

Returns must be initiated within 30 days of delivery.

Who pays for return shipping?

Hegen covers return shipping for eligible returns and provides a prepaid return label once your return request has been approved.

What if my order arrives damaged?

Please contact us within 7 days of delivery with photos and your order number so we can assist.

My tracking says delivered, but I don't have my package.

We recommend contacting the shipping carrier directly, checking with neighbors, and inspecting around your delivery location. Unfortunately, packages confirmed delivered by the carrier cannot be replaced or refunded if lost or stolen after delivery.

How long does it take to receive my refund?

Most refunds are processed within 3–5 business days after the return is received and approved.