General

1. What is your return policy?

We offer a 30-day return policy. If you are not satisfied with your purchase, you can return it within 30 days for a full refund if the package is not opened.

2. How can I contact customer service?

You can reach our customer service team via email at sales@helianpolymers.com or call us at +31 77 398 09 09.

3. Where are you located?

Our headquarters is located in Belfeld, the Netherlands, but we operate globally through our online store.

4. What are your business hours?

Our online store is open 24/7. Customer service is available from 8.30 AM to 5 PM CET, Monday through Friday.

Products

1. What are PHA's? 

PHA's are polyhydroxyalkanoates and are produced by bacterial fermentation of sugars  or lipids. They are used as alternatives to petroleum-based plastics.

2. What are the benefits of PHA's?

PHA's are biodegradable in every biotope and can be produced from renewable recources, reducing reliance on fossil fuels and minimizing evironmental impact.

3. How are PHA's produced?

PHa's are produced by bacterial fermantation proces under specific conditions. These bacteria store PHA as energy reserves, which can be harvested and processed into different plastic materials.

4. Are PHA's biodegradable?

Yes, all PHA types are 100% biodegradable in every biotope (compost, soil, fresh water, marine water).

5. Are PHA's TUV certified?

Yes, the available certificates, if applicable, are ready to download on the specific product pages. 

6. How do I know if a product is in stock?

all available products are listed on our website. If a product is out of stock, it will be indicated on the product page.

7. How do I find product specifications and/or other product related information?

Product specifications, data sheets, TUV certificates, food contact compliances etc.are listed on each product page and ready to download.

Payment

1. What payment methods do you accept?

We accept major credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay and more. Please select you method of choice at the checkout.

2. Is my payment information secure?

Yes, we use industry-standard encryption to protect your payment information.

3. Can I use multiple payment methods?

No, we only accept one payment method per order.

4. Are there any additional fees?

No, there are no hidden fees, only VAT. Depending if you add a VAT number, VAT will be charged and/or deducted. The price you see at checkout is the final price.

Shipping

1. What are your shipping options?

We offer a standard shipping option. DHL parcel for inside the EU and DHL Express for outside the EU.

2. How can I track my order?

Once your order ships, you will receive a tracking number via email. You can use this number to track your order.

3. Do you ship internationally?

Yes, we ship to most countries worldwide. Shipping costs and times will vary based on your location.

4. What should I do if my order is delayed?

If your order is delayed, please contact our customer service team for assistance.

5. Can I change my shipping address?

If you need to change your shipping address, please contact customer service as soon as possible. We can update the address if the order has not yet shipped.