FAQ

Frequently Asked Questions

Orders, Production, and Processing

  • Who makes your products?
    We partner with ShineOn for production.

  • How long does production take?
    Production times vary by product (business days; no weekends). Below are the
    • Message Card Products: 2 days
    • Acrylic Products: 3–5 days
    • Engraved Products (watches, engraved pendants, stamped items): 3–5 days
    • Custom Shaped Products (e.g., Custom Name Necklace, Vertical Name Necklace, Acrylics): 3–5 days
    • Leather Products (Graphic Journal, Leather Wallet): 2–3 days

    Note: Holidays and busy seasons can extend these timeframes.

    • Can I change or cancel my order?
      Maybe. We start production quickly. If production hasn’t begun, we’ll try to help. Email support@heartfeltgifts.shop with your order number as soon as possible.

    Shipping and Delivery

    • How long is shipping?
      Most orders ship via USPS standard shipping and arrive within 2–5 business days (excluding Sundays). Larger or heavier items may take longer.

    • Do you ship everywhere in the U.S.?
      We currently do not ship to Alaska, Hawaii, Puerto Rico, or other U.S. territories.

    • How do I track my order?
      You’ll receive a shipping confirmation email with a tracking number. Tracking activates within 24 hours.

    • I didn’t receive my order—what should I do?
      Email support@heartfeltgifts.shop with your order number from your confirmation email/SMS. We’ll help track it down.

    • Will I pay customs fees or taxes?
      If customs fees are charged, they’re paid by the recipient. We label packages with relevant details to help your order clear quickly.

    Returns and Refunds

    • What is your return window?
      30 days from delivery to request a return.

    • What items are eligible for return?
      Items must be unused, unworn, with tags, and in original packaging. You’ll need your receipt or proof of purchase.

    • How do I start a return?
      Email support@heartfeltgifts.shop. If approved, we’ll send a return shipping label and instructions. Returns are sent to North Bethesda, MD 20852 USA (exact address provided after approval). Items sent without approval won’t be accepted.

    • Who pays for return shipping?
      You do. Approved refunds are issued to your original payment method minus the return shipping cost.

    • How long do refunds take?
      Once we receive and inspect your return, approved refunds are processed within 10 business days. Your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since approval, contact us.

    • Can I exchange an item?
      We don’t offer exchanges. Please return the item for a refund and place a new order.

    • What if my item arrives damaged, defective, or incorrect?
      Email photos and your order ID to support@heartfeltgifts.shop right away. We’ll make it right with a replacement if applicable. Please don’t return items without authorization.

    • Can I return personalized or custom items?
      No. Custom or personalized products aren’t returnable. Digital products and gift cards are also non-returnable. If you have questions about a specific item, contact us.

    Product Questions

    • My item looks different than the listing—what now?
      That’s rare. Please take photos and email them with your order ID to support@heartfeltgifts.shop. We’ll review and resolve it.

    • Can I remake my purchase?
      If you’re considering a remake, email support@heartfeltgifts.shop with details. We’ll advise next steps per our Refund Policy.

    Privacy, Data, and Your Choices

    • How do you handle my personal information?
      We use your data to process orders, provide customer support, improve our services, and for security and marketing as described in our Privacy Policy.

    • How can I access or delete my data, or limit it for advertising?
      You can exercise rights through Shopify’s Privacy Portal:

      • Access your data
      • Erase your data
      • Limit use of data for ads

    Learn more at https://privacy.shopify.com/en. In some cases where Shopify processes your data for enhanced features across merchants, Shopify is responsible for handling those requests.

    • Do you honor Global Privacy Control (GPC)?
      Yes. If you visit our site with GPC enabled, we treat it as a request to opt out of selling or sharing personal data for the device and browser you use. If we can associate that device with your Shopify account, we apply the opt-out to your account as well. Learn more at https://globalprivacycontrol.org/.

    • How do I manage marketing emails?
      Use the unsubscribe link in our emails at any time. We may still send transactional messages like order updates.

    Accounts, Security, and Children’s Data

    • How do you protect my information?
      We use security measures to safeguard your data, but no system is perfect. Please avoid sending sensitive information over unsecure channels.

    • Do you collect children’s data?
      Our Services aren’t intended for children, and we don’t knowingly collect data from individuals under the age of majority. If you believe a child has provided data, contact us to request deletion.

    Contact Us

    Didn’t find your answer? Email us and we’ll be happy to help.