If you've searched for an item and it isn't showing up, here are the most common reasons:
• The item isn't in the catalog yet. New or recently launched products may not have been added. Please reach out to us if you don't see an item.
• You're searching with the wrong item number. This is the most common issue we see. Try searching by description or a partial item number if the full number isn't returning results.
• The item isn't on this facility's contract. Some items exist in the catalog but are only available at specific facilities based on their contract.
If the item genuinely isn't in Helia and you need it for a live case:
• Note the exact item number and description.
• Click the chat icon in the bottom right corner to submit a ticket with the item details and the DO# of the affected case.
Note: Do not substitute a different item — this creates pricing and reconciliation issues that are difficult to correct after the fact.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.