Shipping policy
Shipping Policy
Production Time All HeartKeeps products are made to order. Please allow 3–7 business days for production before your order ships. Personalized items may require the full production period.
United States Shipping Estimated delivery is 5–10 business days after production is complete. You will receive tracking information by email when your order ships. Free shipping is available on orders over $100. Orders under $100 ship for $5.99 (standard).
International Shipping Estimated delivery is 10–21 business days after production. Delivery times may vary due to customs processing. International customers are responsible for all customs duties, import taxes, and fees charged by their country. These charges are not included in your order total and are collected by your local customs authority.
Incorrect Addresses If you need to update your shipping address, please contact us at heartkepps@gmail.com as soon as possible. Address changes can only be made before your order ships. HeartKeeps is not responsible for replacement costs when an order is delivered to the address entered at checkout.
Lost or Delayed Packages If your tracking has not updated for an extended period or your package appears to be lost, please contact us at heartkepps@gmail.com. We will open an investigation with the carrier. We do not issue refunds or replacements before the carrier investigation is completed. If HeartKeeps or the carrier confirms the package is lost, we will offer a replacement or refund.
Packages Marked as Delivered If your tracking shows "delivered" but you have not received your package, please first check your delivery area, with household members, neighbors, and directly with the shipping carrier. If the package is still missing, contact us at heartkepps@gmail.com. We will assist with an investigation, but cannot guarantee reimbursement for packages confirmed as delivered by the carrier.
Order Cancellations Orders may only be canceled before production begins. Once production has started or the order has shipped, cancellation may not be possible. Please contact us at heartkepps@gmail.com immediately if you need to cancel.