Orders begin processing after they are placed, which means we are unable to make changes or cancellations once an order has been submitted. This includes edits to items, quantities, shipping method, or shipping address. Please review your order carefully before completing checkout.

Once a package is transferred to the carrier, we cannot modify, reroute, or expedite delivery.

Customers are responsible for ensuring all shipping information is accurate. If an order cannot be delivered due to an incorrect address, Heirloom Art Co. is not responsible for replacing or refunding the order. In these cases, replacement orders may require a new invoice covering product and shipping costs.

Once your order has shipped, you will receive a confirmation email with tracking information so you can follow its progress.

Shipping timelines are based on when your order is expected to arrive once fulfilled and handed off to the carrier. Please allow:

• U.S. Orders: 5 to 10 business days
  
• Framed Artwork: 10 to 14 business days
  
• Canada Orders: 10 to 15 business days

Once a package has been marked as delivered by the carrier, Heirloom Art Co. is not responsible for replacing lost or stolen packages.

If your tracking shows delivered but you are unable to locate your package, we recommend checking with neighbors, household members, and any secure delivery locations around your home, as carriers often leave packages in alternate spots.

During peak or high-volume shipping periods, carriers may occasionally mark a package as delivered a bit early. In many cases, the package will arrive within a day or two.

If your order has not been marked delivered and appears to be delayed or lost in transit, please contact the carrier to open a claim. You may also reach out to us at info@heirloomartco.com and we will assist where possible.

To begin your return, please visit our Returns Portal and complete the return request form. All returns must be initiated through the portal before items are mailed back to us.

Once your return request is submitted, you will be able to choose either:

• A refund to your original payment method
  
• An electronic gift card
  

All return shipping labels are provided through the Returns Portal.

Return Instructions

1. Initiate your return through the Returns Portal.
   
2. Carefully package your item.
   
3. Print and attach your return shipping label. Carefully package your item.
   
4. Write your original order number on the outside of the package or include your original packing slip in the package.
   
5. Drop off the package with the carrier within 7 days of receiving your label.

Refund Processing

• Approved refunds are issued back to the original payment method or as an electronic gift card if you elected to receive store credit.
  
• Please allow 7 to 10 business days for funds to appear in your account.

• Customers are responsible for return shipping costs.
• Returns mailed without first completing the Returns Portal process are not eligible for refund or store credit.
• Once a return is initiated, the package must be dropped off within 7 days before the label expires.
• Customers who purchased Redo return coverage at checkout receive free return shipping labels.
• The 5% restocking fee applies to all returns.

Items purchased in store must be returned in store.

We also accept returns for online orders at our store location. Online returns are subject to our standard return policy, including the 30-day return window from delivery, and items must be unused, undamaged, and in original packaging. Return exclusions still apply, including sale items, originals, furniture, gift cards, ribbon and perishable items.

Our store is located at:

Heirloom Art Co.
4801 N University Ave Unit 350
Provo, UT 84604

If your online order arrived damaged, incorrect, or missing items, please contact our customer care team at info@heirloomartco.com instead of bringing it into the store so we can review and resolve the issue properly.

The following items are final sale and cannot be returned:

• Original artwork
• Furniture
• Sale items
• Gift cards
• Perishable items, including food products
• Ribbon

We do not offer direct exchanges. To exchange an item, please return the original purchase according to our return policy and place a new order for the desired item.

This policy does not cover:

• Misuse
• Neglect
• Improper handling
• Accidents
• Unauthorized alterations or repairs
• Normal wear and tear, including fading or discoloration