Shipping Policy

If the two versions differ, the English version prevails.

Last updated: September 8, 2026

This policy explains how we process, ship and deliver orders placed at https://www.cnnehome.com/.

1. Order Processing Time

Orders are processed within 1–3 business days (Monday to Friday, excluding public holidays in United States). Processing means payment authorisation, picking, packing and handover to the carrier. Orders placed on weekends or on United States public holidays begin processing on the next business day.

You will receive an email with your tracking number once the parcel has been handed to the carrier. If tracking has not appeared within 5 business days of your order, contact houke100@gmail.com.

2. Shipping Destinations

We ship to the following destinations. Whether a specific product can be delivered to your country may be limited by wireless certification, voltage or plug standards, or carrier restrictions — see Section 6.

United States (contiguous 48 states)
Alaska, Hawaii and United States territories
Canada
Europe and the United Kingdom
Australia and New Zealand
Other destinations, where the carrier and local customs rules permit

Shipping cost and the delivery estimate are both calculated at checkout for your specific destination, cart contents, and the weight and dimensions of the items. We deliberately do not publish a fixed rate table in this policy: the figure shown at checkout is the only number that is accurate for your particular order, and quoting a different figure here would contradict what you actually pay.

If a destination is not offered at checkout, we do not currently ship that product there. Delivery estimates shown at checkout are counted from the day the parcel is handed to the carrier, not from the day you order; they are estimates, not guarantees. Any free-shipping offer or shipping discount that applies to your order is displayed at checkout before you pay.

3. Shipping Methods

The carrier and service level offered at checkout depend on your destination, the weight and dimensions of the items, and any hazardous-goods restrictions. The carrier actually used for your order is named in the dispatch email together with your tracking number. Where a signature is required, the carrier will attempt delivery and leave a notice if you are unavailable.

4. Tracking

Every order is shipped with tracking. Your tracking link is emailed when the parcel is dispatched, and order status is also visible under My Account → Orders on the Site. Tracking data may take 24–48 hours to appear after the label is created.

5. Customs, Duties and Import Taxes

Orders shipped outside the United States are delivered DDU (Delivered Duty Unpaid). Any import duties, customs clearance fees, taxes or brokerage charges imposed by your country are your responsibility and are payable to the carrier or customs authority before or at delivery. These charges are not included in the product price or the shipping fee shown at checkout, and we cannot calculate them in advance.

We declare the actual transaction value of goods on all international parcels, as required by customs regulations. We will not mark parcels as gifts, under-declare values, or alter declared contents — doing so is illegal and would leave you liable for penalties. If you refuse a delivery because of unexpected import charges, the original shipping cost and any return or abandonment charges are not refundable.

6. Product Restrictions for Smart Home Devices

Smart home products often contain wireless transmitters, lithium batteries or mains-powered components. This creates destination-specific limits:

Wireless certification. Devices with Wi-Fi, Bluetooth, Zigbee, Z-Wave, Thread or cellular modules are certified for specific regions. A device certified for one region may not be lawful to operate in another. Check the product page for the certification applicable to your country before ordering. We cannot ship certain radio-equipped products to certain destinations.
Voltage and plug type. Mains-powered devices are rated for a specific voltage and frequency (for example 110–120V / 60Hz or 220–240V / 50Hz) and are supplied with the plug type stated on the product page. Using a device outside its rated voltage may damage it and voids the warranty. Plug adapters do not convert voltage.
Lithium batteries. Products containing lithium-ion or lithium-metal batteries are subject to air transport regulations. They may be restricted to ground or sea freight, limited in quantity per parcel, or unavailable to some destinations. Expect longer delivery times where this applies.
Regional exclusions. We do not ship to destinations subject to applicable trade sanctions or export restrictions, or where a product cannot lawfully be imported.

If we cannot ship an item to your address, we will cancel that item and refund it in full, including any shipping charged.

7. Delivery Problems

Wrong or incomplete address. We ship to the address provided at checkout. If a parcel is returned to us because of an incorrect, incomplete or uncollectable address, we will contact you and can reship once the address is corrected; reshipping costs are charged to you. Where an address error is ours, we reship at our cost.
Parcel lost in transit. If tracking stops updating and your parcel has not arrived within the delivery estimate shown at checkout, or tracking shows delivered but you have not received the parcel, contact houke100@gmail.com within 14 days of the expected delivery date. We will open a carrier investigation and, once the parcel is confirmed lost, send a replacement or issue a full refund at your choice.
Parcel marked delivered but missing. Check with household members, neighbours, building management and any safe location the carrier may have used. Carriers occasionally scan early. If it has not appeared after 3 business days, contact us and we will assist with the claim.
Damage in transit. Report damage within 7 days of delivery with photographs of the item and packaging, as described in our Refund and Return Policy. Keep all packaging until the claim is resolved.
Delays. Weather, customs hold-ups, carrier congestion and peak-season volume can extend delivery beyond our estimates. We will notify you of any delay we become aware of.

8. Split Shipments

Items in one order may ship separately from different warehouses or at different times. You will not be charged additional shipping for a split we initiate, and each parcel has its own tracking number.

9. PO Boxes and Freight Delivery

Some carriers cannot deliver to PO boxes; use a street address where required. Large or heavy items ship by freight and may require someone present to accept delivery, or a liftgate and inside delivery service that must be arranged in advance — contact us before ordering if you need this.

10. Contact

Helping Hand
3569 Kennedy Court, Charlestown, Massachusetts 02129, United States
Email: houke100@gmail.com
Phone: +1 774-421-6931
Hours: Monday to Friday, 9:00–18:00 Eastern Time