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Shipping Info

Free Ground Shipping on Orders at $99

PICK UP: for those wishing to pick up at our location in the West Cloverdale neighbourhood of Surrey, BC, there is a pick up option in the checkout. Once your sign is ready, we will email you to make arrangements for a date and time for you to pick up.

canadaflag.gif Canadian shipments are shipped from Surrey, BC via Canpar or Canada Post (allow 1-8 bus. days depending on destination, or select Xpresspost for 2-3 days delivery).
usa-flag.jpg US shipments are shipped with Chit Chats. This is an intermediary shipping courier that delivers packages to Blaine, WA and hands them over to UPS or USPS (allow 5-9 bus. days depending on destination)

International - to Australia, Europe, Germany, Israel, Asia, etc. - Via Asendia International Priority Tracked (allow 5 - 22 bus. days depending on destination)

SHIPPING TERMS

~Due to the increasing number of orders purchased with stolen credit card numbers, we have begun to verify ALL information for both the billing and shipping addresses. If any information is found to be incorrect or suspicious (ie. name, phone number, zip/postal code, etc) the order will not ship and the credit card immediately refunded. 

~Free shipping applies to orders of $99 (not available during times of Canada Post/USPS strike action) destined within Canada or the Continental USA, and are shipped via most economical service (may not include tracking #)

~Free shipping does not apply to wholesale orders.

~Discount ship rate offers applies only to orders destined within Canada & USA

~Coupon codes, whether for product or shipping, only applies only to regular priced items (unless stated otherwise)

~Coupon codes for discounts can not be combined.

~Most in stock orders are shipped within 1-2 business days. 

~Delivery discrepancies (ie. late arrivals, mis-directed shipments, etc.) rarely happen, but if they do are unfortunately out of our control. That said, we will do everything in our power to work diligently with the shipping company to ensure any issues are rectified.   

~All delivery time windows are approximate. Actual delivery times will depend how far the destination is, weather conditions, workers' strikes, seasonal high traffic, custom/border delays etc.

~We reserve the right to use other shipping companies when warranted.

~Canadian, American and/or International statutory holidays may add an extra day to delivery times.

~All applicable international duties and/or taxes, if any, is the responsibility of the customer.

~All prices on HeartwoodGifts.com is subject to change without notice.

~Custom engraved items (ie. leather journals, jewelry boxes and pens) may take up to 3 days to ship.

~Discount, Custom Signs, Engraved, Sale and Special order items are not returnable.

~Free Shipping and special offers do not apply to custom orders not listed online or arranged by special request.  

DAMAGES

1. Inspect, examine the outside of your package upon delivery. For deliveries where a signature is required, if there is any damage to the box, or it's been determined that any items are damaged or missing, you MUST note the item, the discrepancy, and the condition on the delivery bill BEFORE you sign it! Then call 1-888-414-1722 and report the problem.

NOTE: Do not be intimidated by the driver. They cannot leave until the delivery bill is signed regardless of how much in a hurry they are or how late they are.

IMPORTANT: Discovered Damage – if the box or merchandise is HEAVILY damaged, refuse the delivery and request a Return Authorization number from the driver so the package can be shipped back to us at no charge. The driver CAN NOT force you to accept delivery if there is heavy damage to the box.

2. Concealed Damage – In the event of concealed damage, you MUST immediately document and photograph the packaging and the damaged product. You must keep the packaging. Do not move the item, but call 1-888-414-1722 and report the damage. We will begin a damage claim with the shipping company and determine if the damage was possibly carrier caused. Remember you signed the document saying every thing was OK. The sooner concealed damage is discovered and reported, the better.

RETURNS

Product must be unused and arrive back to us within 30 calendar days after delivery has been made. Cost to ship back goods if not because of an error on our part is the responsibility of the customerGoods to be returned must be properly packaged, as we can not issue a refund if your item arrives back damaged due to lack of, or inadequate packaging.  


If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Custom laser engraved items are not returnable.

Discounted and Special order items are not returnable.