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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 printed to order so there is some processing time involved before your order can ship to you. Generally, orders take about 3-5 business days to ship. However, during peak shopping seasons, this time can be extended up to 1-2 weeks.

Can I cancel?

Yes, but orders can only be cancelled up to 24 hours from when you placed your order.

Will I get a proof of my personalized item?

Proofs 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.

If you would like to receive a proof, please leave a note at checkout. Just note that this will add an extra 1-2 business days to your order processing time.

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

What Shipping Methods Are Available?

Standard shipping methods include USPS First Class, USPS Priority Mail, and UPS Ground. The service we use will depend on the size of your order.

Expedited shipping is available for an additional charge at checkout.

How much is shipping?

We offer free standard shipping on all orders with the US.

How long will it take to receive my item?

Standard transit time is generally 2-7 business days. However, these are not guaranteed. Please expect longer transit times during the holiday season.

Please be aware that during the pandemic, shipping services have experienced unprecedented volume and with that there is the possibility of unexpected and long delays. Unfortunately we do not have control over carrier transit times, and once the package has left our hands, we are limited in what we can do to expedite the package.

Is there expedited shipping available?

Yes, there are expedited shipping options available for an additional charge during checkout. Please note that we are unable to guarantee any delivery dates.

Do You Ship Internationally?

No, we currently only ship within the US.

How can I track my order?

When your order is shipped, you will automatically receive an email with a tracking number. If you do not receive it, please contact us and we'll be happy to help.

Payment

What Payment Methods Are Accepted?

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Returns

Can I return something?

Yes, we offer a 30 day return policy for any item that is NOT personalized or customized.

Can I return a personalized or custom item?

No, we do not accept returns on personalized or custom products.

Do I have to pay anything to return my items?

If the return is not related to an error or defective item, you will be responsible for the return shipping cost.

How do I return an item?

Please send an email with your order number to hello@heartandwillowprints.com within 30 days of receiving your order to request a return.

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 outside packaging and damaged product to hello@heartandwillowprints.com.We will work with you to resolve the problem and send out a replacement.

What if my package is lost?

Sometimes packages can take up to 21 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.

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