SAY IT FROM THE HEART FAQ
Here you'll find the answers to the most common questions our customers have!
How long after ordering is my order shipped?
We typically ship all orders within 2-5 business days.
Which carrier(s) do you use?
We ship standard service orders with USPS and expedited orders with FedEx. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.
Where do your orders ship from?
We ship all orders from our factory in Tampa, Florida.
How long does it take to arrive?
- USA - Standard Service - Within 1-10 business days
- USA - Expedited/Priority Service - Within 1-3 business days
- Canada - Within 4-10 business days
- Western Europe - Within 5-15 business days
- Australia/NZ - Within 5-15 business days
- Rest of the World - Within 5-20 business days
Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries.
I didn't receive my order!
Please email us: email@example.com, quoting your order number from the confirmation email/SMS message. We'll help track down your order. If you purchased Package Protection we will remake and ship your order. Refunds are not possible when the delivery service shows your order as "Delivered".
Can I pay extra to get my item quicker?
Yes! We have Expedited/Priority Shipping that means your item should arrive in 1-3 business days. Note: This doesn't change the processing/production time, this only changes the shipping time by USPS.
What about customs fees/taxes?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labelling the package with all relevant information for customs authorities.
Changes to EU customs regulations means you may be charged sales tax (VAT) upon delivery of your order. Refer to your country tax authority for guidance on what fees are due on items shipped from the USA.
If fees are charged by customs, they are payable by the recipient.
CANCELLATION & EXCHANGES
Can I cancel or change my order?
We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
Please contact us at firstname.lastname@example.org to check if changes or cancellation are possible, and give the reason you wish to cancel.
My item is damaged/incorrect, what do I do?
Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
Can I return my purchase?
We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please contact us at email@example.com for assistance, explaining your reasons for wanting to return it. We offer a 14 day returns policy from date of purchase. Items must be returned in unused, re-sellable condition, and any refunds will be minus shipping, insurance, package protection, etc. Items must be sent by a traceable carrier and tracking information must be sent to firstname.lastname@example.org
Personalized items are not eligible for return.
My item looks different from the online listing.
This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look. This allows our sellers to create many different products with their artwork, without needing to make & photograph thousands of products a day.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.