SUPPORT
FAQ
Everything you need to know about Helios Pets gear.
Sizing
How do I size my dog?+
Measure your dog's neck and chest at the widest point. Match those values to our size chart on each product page for the best fit.
Can I exchange for a different size?+
Absolutely — exchanges are free within 30 days of delivery.
Shipping
How long does shipping take?+
Australian orders typically arrive within 2–5 business days from our Sydney warehouse.
Do you ship internationally?+
Right now we ship within Australia only. International shipping is coming soon — join our newsletter to be the first to know.
Returns
What is your return policy?+
30-day hassle-free returns on all orders. Gear must be unused with original packaging.
How do I start a return?+
Email support@heliospets.com with your order number and we'll send a prepaid label.
Battery Life
How long does the NightSafe LED collar last?+
Up to 12 hours of continuous use on a single charge.
Will it dim over time?+
No — the LED stays at full brightness until the battery is depleted.
Charging
How do I charge my NightSafe gear?+
Use the included USB-C cable. A full charge takes around 90 minutes.
Is fast charging supported?+
Yes, NightSafe products support standard USB-C fast charging.
Water Resistance
Is the gear waterproof?+
NightSafe LED gear is IPX5 rated — fully weatherproof for rain and wet conditions. TrailReady webbing is quick-dry treated.
Can my dog swim with it?+
We recommend removing electronic LED gear before swimming. TrailReady harnesses can be worn in water.
Order Tracking
How do I track my order?+
You'll receive a tracking link by email as soon as your order ships.
My tracking hasn't updated — what now?+
Tracking can take 24–48 hours to update. If you're concerned, email support@heliospets.com.