Shipping policy
Shipping
Every Heartiful piece is made just for you when you order it. Shipping happens in two steps: we make your piece, then we ship it. We keep both windows honest below.
How long it takes
Total time from order to your door = make time + shipping time.
Make time varies by piece, typically 1 to 5 business days. The individual product page shows the range specific to what you're ordering.
US shipping time:
- Standard: 3 to 6 business days once your piece leaves the studio
- Express (where available): 1 to 3 business days once it leaves the studio
Most orders reach your door in 5 to 10 business days total. Larger pieces and hand-finished work can take a little longer, and delivery windows tighten in December. These are honest estimates, not guarantees. If your order runs materially late from what we quoted at checkout, we'll email you with a new date. You can wait, or ask for a full refund. Your call.
Ordering for a specific date? Every product page has an "order by" guide for common occasions (birthdays, anniversaries, holidays). Give yourself a couple of extra days over the estimate to be safe.
Where we ship
Right now, the United States. All 50 states, DC, US territories, and APO/FPO/DPO addresses. Alaska, Hawaii, US territories, and military addresses may take longer than the windows above.
International shipping is coming after launch. If you're outside the US and something catches your eye, get in touch and we'll let you know when it's live in your country.
Rates
Free shipping on orders over $75. Below that, shipping is a flat rate based on the piece, shown at checkout before you pay. We don't bury fees in the total.
Tracking
You'll get a tracking link by email the moment your piece is on its way. It can take up to a business day for the carrier to catch up and start showing scans. If your tracking hasn't updated within a few days, no need to worry, reach out and we'll look into it.
About your package
Every piece is printed and finished in the United States, then shipped to you. If you order more than one piece, they may arrive in separate packages, possibly on different days, since not everything is made in the same place. You'll get a tracking link for each shipment.
Address changes
Please double-check your shipping address at checkout. We ship exactly to the address you enter. If you spot a mistake, email us straight away. If we haven't started making your piece, we'll fix it for free. Once production begins, changes may not be possible, and reshipment to a new address may cost extra.
Packages returned to us because of an incorrect address can be reshipped at your cost, or refunded (minus original shipping). If tracking shows your package delivered to the address you provided but you can't find it, we'll help you file a claim with the carrier. We can't replace or refund packages that show delivered to the correct address.
If it's late, lost, or damaged
We make it right. Full details in our [refund policy]. Short version: get in touch within 30 days of the delivery window, send a photo where relevant, and we reprint free or refund in full, your choice.
How to reach us
Email hello@heartiful.co with your order number. We reply within one business day, Monday to Friday. Same person handles your case from start to finish.