Shipping & Sizing charts
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Shipping policy
Your order can take up to 14 business days to be processed, packed and shipped.
Our processing time is separate from the designated carrier’s transit time. (USPS/FedEx/UPS). You will receive a shipment notification via email with tracking information once your order has shipped.
Please note, we are unable to update/change the address once an item has been shipped and/or in transit. Please ensure the address is correct when placing your order.
An email will be sent to you with the tracking number once your item(s) has shipped.
Packages that are sent back to the fulfillment center due to invalid, incorrect or insufficient address information will be refunded the cost of the products MINUS the cost of shipping.
Returns
ALL orders are final sales.
NO returns, exchanges or size accommodations on any orders placed.
If you receive a defective and/or damaged shipment, you must provide & include detailed photos of the damaged item(s).
Checkout/Address change
We cannot update/change addresses once an order has been shipped and/or in transit. If you provided an incorrect address, or need to update the address you provided, you have 24 hours to contact us to make the necessary update.
Heartgrave Apparel is not responsible for any incorrect addresses inputted by you (the customer).
Pending Charges/Refund Notifications
If you have NOT received an email confirmation with an order number, there is no active charge. Heartgrave Apparel has not received any money.
If there are multiple charge attempts, “Pending Charges” will show via your bank account. This is a hold by your bank to ensure there are sufficient funds in the account. Unless you have an Order number/email confirmation from Heartgrave Apparel, there is no active order.
International shipping policies / Customs duties & Taxes
Duties & Taxes
If you purchase internationally your order may be subject to customs fees & taxes based on the retail value of the package. These fees are not determined by Heartgrave Apparel. The duty rates are determined by US Customs Border and Protection and are beyond our control. If you reject the package and do not pay the duties, Heartgrave Apparel will not refund your order.
By checking the box at checkout, means you agree to pay duties for your items of your prospective country. Some countries may require additional fees paid Collect on Delivery (COD). These fees are paid to the local carrier and are not collected by Heartgrave Apparel.
Customs authorities require the stated value of your order directly on your package. Please note Customs has the right to release or deny (reject) the release of shipments. If this happens, this will impact your order and delay delivery.
What to do if you receive a defective and/or damaged item
Although we do not foresee this happening, but if you receive a defective and/or damaged item, please contact us 5 days of receiving your order. We will rectify the issue and provide a suitable solution, which may result in a replacement or a store credit depending on stock availability.
To report a defective or damaged item, please follow the steps below:
1. Contact us. Email us at info@Heartgraveapparel.com. Please be sure to include your Order Number, a brief description of the issue and photos of the defective or damaged item(s).
2. Resolution. We will review your request and determine a solution. Once we determine a solution, we will contact you for approval. If you approve the action, we will send you instructions on how to proceed. We will then arrange for a replacement or store credit.