RETURN POLICY

 

Address Changes

If you need to change the shipping address, please send us an email with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility!

 Returned to Sender

If you provide the wrong address, and your order is returned to us by the mail carrier, we will reship it to you.  You will need to pay a shipping and handling fee to cover the costs of reshipping.  If you choose not to have us reship the order, we will refund you, but the refund will not include original shipping costs, priority processing or insurance.  There will be a $5 per item restocking fee taken out of the refund as well.  

Sometimes these packages are refused by the manufacturer and destroyed by the postal carrier.  Sometimes they end up lost in transit.  In any case in which we do not receive the package back, we can provide a 50% store credit towards a new item. 

If you provided the correct address, we will reship the order to the same address free of charge.  If you want to change the address, you will need to pay the shipping and handling fee. 

Lost Packages

If your package appears to be lost in transit, we are more than happy to replace the package and ensure your order makes its way to you. If you do not want the package to be replaced, we must wait 14 days before refunding the order in the event that the package finds its way to you and is delivered. Our Customer Service Team will be sure to check in on your order periodically throughout the two weeks to track its progress and provide accurate updates.

We do not offer refunds or replacements when customers enter the wrong shipping address.

Packages that are confirmed delivered by USPS or UPS can only be replaced if package protection is purchased

 Cancellations/Returns

If you would like to cancel your order, you must do so within 3 hours of placing your order due to our 1-day production turn around. If cancelled within the allotted time frame, you will receive a full refund. If you are unhappy with your products received, please email us at heartandwordsusa@gmail.com to discuss your issue with our customer service team to determine a proper solution.