FAQ's


We are glad you are here!

Do you have any questions about your order? Please read our FAQ below, which contains frequently asked questions. If
you can't find the answer, please contact us at the bottom of the page.

1. How long does shipping take?

Delivery time = processing time + shipping time

  • Processing time: 1–3 business days (Monday to Friday)
  • Shipping time: 6–9 business days (Monday to Friday)
  • Total delivery time: 7–12 days (Monday to Friday)
  • Order deadline: 6 PM (GMT-05:00) Eastern Standard Time (New York)

2. How much does shipping cost?

To enhance your shopping experience, HEARTSEND offers free shipping in USA.

3. Do you ship internationally?

No, at the moment we only ship to addresses in USA.

4. What is your return policy?

We have a 30-day return policy . You have 30 days from the date you receive your order to initiate a return.

5. How do I return an item?

Send an email to our customer service team at info@heartsend.store
Please include your order number and reason for return in your message.

6. Can I exchange an item?

We only exchange items if they are defective or damaged .
If you would like to exchange for the same item, please email us to discuss the exchange process.

7. Can I cancel my order?

Customers can change their delivery address by contacting our customer service within 24 hours of placing an order.
Once an order has been shipped, the address cannot be changed.
Both terms apply – whichever comes first.

The customer is responsible for checking that the address is correct upon purchase.

8. What payment methods do you accept?

We accept the following payment methods:

  • Visa
  • Mastercard
  • Amex
  • Discover
  • Diners Club
  • Elo
  • Union Pay
  • JCB
  • Shop Pay
  • Google Pay

9. What happens if my order arrives damaged?

If you believe the package has been damaged during transport, please report this within 3 business days of receipt.

To process your claim, we may request photo documentation of the damaged item.

After assessment, we can send compensation, refund or provide a credit note for documented damage.

10. How can I track my order?

You can track your order using the tracking number you received by email.
Visit our tracking page to check the status of your delivery. You can do this on this page .

11. How can I contact you?

Store Name : HEARTSEND

Address: 1001 WILSHIRE BOULEVARD #1053 LOS ANGELES CA 90017

Email: info@heartsend.store

Phone: +14016888472

Opening hours:Monday to Friday: 9:00 am – 6:00 pm.

We strive to respond within 24 hours.