Return & Shipping Policies
Policies effective: Sept 1st 2024
Return Policy:
We understand that online orders do not always go as anticipated. If you are dissatisfied with your purchase, we offer returns and refunds. Please read our return and refund policy carefully before making purchases.
Return Criteria
-Returns must be initiated via Re:Do and left with the mail carrier within 30 days of the delivery date. (Holiday return policy: Orders placed between Nov 1st-Dec 20th have until Jan 20th to initiate refund and return product.)
-Items must be in new, unused, undamaged condition and must be returned in original packaging.
-All returns will be subject to a 5% restocking fee deducted from the refund amount. This is to help cover the cost of processing the refund and getting items back on our shelf for resale.
-Shipping charges incurred at the time of purchase will not be refunded.
-Customers are responsible for shipping costs to return the product back to our warehouse. Return shipping will be free to those who purchased Re:do insurance with their initial order (At initial checkout you will have the option to include $1.98 Re:Do return insurance. This will allow you to set up your return label for free. 5% restock fees will still apply.)
-Once you have initiated a return you have 7 days to drop the return off before the return expires. Expired returns are no longer eligible for refunds.
-We do not offer exchanges. If you would like to exchange your purchase, please return your product (all terms and conditions apply) and repurchase the desired items. Please initiate your returns here.
Exemptions for Return
The following items are exempt from our return policy:
-Sale items
-Gift cards
-Perishable items (such as any food products)
Return Instructions
1. Carefully package your item.
2. Visit our Returns Portal and fill out the information required.
3. Print off return label and affix to package.
4. Write your original order number on the box.
5. Drop off your package to the carrier within 7 days of receiving your shipping label.
The Returns Portal must be completed before sending items back to Heirloom Art Co. Any items sent to us without going through the portal will not be eligible for return or refund.
The Returns Portal will allow you to choose either to refund your original card or receive an electronic gift card. You will be responsible for return shipping charges unless you selected Re:do shipping protection during initial check out.
All shipping labels for returns will be provided through the Returns Portal.
Upon receipt of the returned items, Heirloom Art Co. will inspect the merchandise to ensure it meets the return eligibility criteria. Heirloom Art Co. reserves the right to deny returns that are not in accordance with our policy.
The review process will take 1-3 business days. We will then notify you of the status of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original payment method. Please allow 7-10 business days for the funds to appear in your account or to receive your electronic gift card.
Cancellation Policy:
As soon as we receive your order, we start working on it right away. Once your order is placed, we are unable to make changes or cancel the order. Before submitting your order please ensure cart items, quantities, and shipping addresses are correct. Once you have received your order, you may return any items following our return policy.
Damaged or Defective Items Policy:
If an item is damaged from shipping or includes manufacturing defects, customers must contact Heirloom Art Co.'s customer service department within 7 days of delivery to report the issue and arrange for a replacement or refund.
Please send defective or damaged product photos, photos of original packaging, your order #, and any other details to info@heirloomartco.com.
Replacements and refunds will not be offered outside the 7 day window.
This policy does not cover items damaged by misuse, neglect, improper handling, accidents, products that show signs of alteration, modification, or repair by unauthorized personnel, or normal wear and tear (including fading, discoloration, and deterioration over time).
Shipping Policy:
We ship to all 50 states, U.S. territories, APO/FPO/DPO addresses, and Canada.
The shipping methods offered during checkout may differ based on your shipping address and items selected. Shipping and handling rates are calculated based on the weight and dimensions of items selected. Shipping rates include postage price, plus cost of packaging materials. Customers are expected to cover customs, duties, and taxes on international shipments.
Shipping Lead Times
Online Orders U.S. Locations: 5-10 business days.
Online Orders International Locations: 10-15 business days.
Framed artwork : 10-14 business days.
By making a purchase from Heirloom Art Co., customers acknowledge and accept the terms and conditions of the Return Policy, Cancellation Policy, Damaged or Defective Items Policy, and Shipping Policy.
We thank you for your business,
The Heirloom Art Co. Team
4801 N University Ave Unit 350
Provo UT 84604
info@heirloomartco.com