Frequently Asked Questions

Find the answers to our most commonly asked questions below.  Don't see your question?  Send us a message here!


~ Ordering ~


How long will it take for my order to ship?

Each item is made to order so there is some processing time involved before your order can ship to you.

  • Mugs: 3 to 5 business days
  • Magnet Sets: 1 to 3 business days
  • Tote Bags: 5 to 8 business days
  • Pouches/Pencil Cases: 1 to 2 weeks

Can I cancel?

Orders for customized products can not be cancelled.  All other orders must be cancelled within 24 hours of ordering.

Will I get a proof?

Proof are not sent for personalized items.  Please make sure the name you are requesting is spelled correctly when entered. 

All names will be automatically capitalized even if they are entered as all lowercase.  If you want the name all lowercase, please leave a note when you checkout with that request.

What if I spell something wrong?

Please make sure the spelling is correct when you place your order.  We can not return or exchange customized items due to customer error.

If we make a spelling mistake on our end, we will replace the item at no additional cost to you.


~ Shipping ~

 

How much is shipping?

Orders over $74 ship for free!  Otherwise, shipping is calculated based on the weight of your items.

Is there free shipping?

Yes!  If you spend over $74, your order ships for free!

How is my order shipped?

Standard shipping methods include USPS First Class Mail, USPS Priority Mail, and DHL eCommerce Shipping (delivery by the USPS).

How long will it take to receive my item?

Standard transit time is generally 2-7 business days.

Is there expedited shipping available?

We do have expedited shipping options available for all products except the pouches/pencil case.  Please contact us here for more information and pricing.

How can I track my order?

You will receive a tracking number once your order ships.  Most orders starting with a '9' can be track at usps.com.  Mug orders are shipped via DHL eCommerce, and those can be tracked here: DHL Tracking


~ Returns & Exchanges ~


Can I return my item?

Customized items can not be returned.  If you would like to return a non-customized item, please contact us within 14 days of receipt, and we will be happy to assist.  Please note that if the return request is not due to an error on our part, you will be responsible for return shipping costs.

Can I exchange?

If your item is not customized, we are happy to assist you with an exchange.  Please contact us within 14 days of receipt for more information.  Also note that you will be responsible for all new shipping costs.

Can I return or exchange a customized item?

Unfortunately, we are unable to accept returns or exchanges for customized items.

What if my item is damaged?

Please contact us within 7 days of receiving your package if your item arrives damaged.  We ask that you please email photos of the damage to hello@heartandwillowprints.com, and we will send out a replacement.

What if my package is lost?

Sometimes packages can take up to 14 business days to be delivered.  If you have still not received your package after that time, please contact us and we will try to find the shipment.  If it can not be found, we will send a replacement.

What if I received the wrong item?

 If you receive the wrong items, or if there are any issues with your order, please contact us with 7 days of receipt, and we will be happy to fix the situation.

 

Still have a question?  Send us a message here!