​​​​​​​​How can I track my order?

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Once shipped, you will receive an email with your tracking number. You can track your package in three easy ways.

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1. Log into your account and view My Orders/Order Status.

2. Track it directly on the mail carrier's website using your tracking number.

3. Email us at orders@hearttouchgifts.com.

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Do you offer express delivery?

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We do not offer express or overnight delivery options. All orders are shipped using our standard shipping service.

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Can I request a delayed shipping date?

 

Yes! You may request a preferred shipping date (when we ship your order) in the "Add a note" box at checkout. We are unable to guarantee or schedule delivery dates.

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What happens if my order cannot be delivered?

 

If a package is returned to us due to an incorrect address, the buyer is responsible for any reshipping fees required to send it out again.

 

Do you ship internationally or to P.O. Boxes?

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At this time, we do not ship to international addresses (including Canada), P.O. Boxes or APO/FPO addresses.

 

Order Changes & Cancellations

 

Can I change an item in my order after it's placed?

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We move quickly to get your gifts ready! You can swap an item for a different color, size, or something else of equal value within two (2) hours of placing your order.

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Just pop us an email at orders@hearttouchgifts.com inside that window, and we'll gladly update it for you. After two (2) hours, we lock in the inventory to start crafting and/or processing your order.

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Can I update my shipping address after order?

 

Because of payment verification rules, we can't manually edit your address once an order is submitted. But don't worry—we can easily fix this!

 

We will gladly cancel your order for free so you can place a new one with the correct address. Our standard processing takes 2–4 business days, but please contact us within 24 hours at orders@hearttouchgifts.com we we can halt the package before it ships out.​

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💡For full details on order modifications and cancellations, feel free to check out our complete Cancel/Change an Order policy page.

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How do I submit a change or cancellation request?

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Email orders@hearttouchgifts.com as soon as possible with the following details:

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1. Your Order # and Order Date

2. Your Full Name and ZIP Code

3. A clear subject line (e.g., "URGENT: Address Cancellation Request" or "Item Change Request")

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Please note: We are unable to accommodate any changes or cancellations once an order has been marked as fulfilled or shipped.

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​​Why was my order canceled by Heart Touch Gifts?

 

While we do our best to keep inventory accurate, rare supplier delays or stock errors can happen.

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• Out of Stock Items: If an item becomes unavailable, we will email you right away to offer a similar replacement option.

• 3-Day Response Window: If we do not receive a response from you within 3 business days, we will cancel the unavailable item to avoid delaying you further.

• Full Refunds: Any canceled items will be automatically and fully refunded back to your original payment method.

 

Returns, Refunds, & Damaged Items

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What is your return policy?

 

We offer a "Love it or Return it" satisfaction guarantee for non-customized items. If you're not happy with your purchase, you may return it for an exchange or refund within 10 days of delivery. 

 

Details:

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• Applies to non-customized items only

• Returns accepted within 10 days of delivery

• Refunds may exclude shipping fees and any coupons applied

• Full details available on our Return/Exchange Page

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How long do refund and exchanges take to process?

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Details:

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• Refunds: Processed within 5–7 business days and issued to your original payment method.

• Exchanges: Processed within 7 business days.​​

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​What should I do if my item arrives damaged or defective?

 

Every order is carefully inspected before shipment. However, damage can occasionally occur during transit.

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If your order arrives damaged or defective, please contact us at orders@hearttouchgifts.com or call (551) 371-4967 within 2–3 business days of delivery so we can assist you.

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Please keep the original packaging and take photos of the damaged item and shipping box, as these may be needed to process your claim.

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For complete information about returns, replacements, and eligibility requirements, please see our Returns/Exchange Page.

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​Gift Services & Gift Cards

 

Do you offer gift wrapping?

 

Yes! We offer gift wrapping for most items. Details are available on each product page and on our Gift Wrapping Page.

 

Can multiple items be placed in one gift box?

 

Each gift is packaged in its own gift box, which is specially sized to fit that item. Pre-arranged gift bundles (sets or pairs sold together) are packaged together in one appropriately sized gift box.

 

​​Do you offer gift cards?

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Yes, we offer digital eCards in multiple denominations that are delivered instantly by email and can be used on any purchase on our website.

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Details:

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• Available amounts: $25, $50, $75, $100, and $150

• Delivery: Sent via email (no physical card)

• Usage: Redeemable at checkout on any product

• Expiration & fees: Never expire, no dormancy fees

• Refunds: Final sale, non-refundable

 

Shopping & Ordering

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Do you accept phone, fax, or chat orders?

 

To keep your information safe and sound and ensure order accuracy, we only accept orders placed directly through our website.

 

​Do you offer rush or expedited processing?

We don't offer rush or expedited processing. We process all orders on a first-come, first-served basis, to keep things moving as quickly and efficiently as possible for everyone.

 

Payments

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What payment methods do you accept?

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• Credit/Debit: Visa, Mastercard, Discover, American Express, Diner's Club

• Digital Wallet: PayPal, Apple Pay, Google Pay, Venmo

• Buy Now, Pay Later: Afterpay, Affirm, Klarna, PayPal Later

 

Inventory & Products

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How do I know if an item is in stock?

Our website displays real-time inventory. When an item is restocked, it will automatically appear as available.

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In rare cases of supplier delays or inventory errors, we will contact you immediately via email. Please note that we do not offer pre-orders, pre-sales, or paper catalogs.

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Do you have gift items not listed on your website?

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All currently available gift items are listed on our website. If you don't see an item, it isn't currently available.

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How do I know if an item is discontinued?

You can contact us at info@hearttouchgifts.com or message us via Chat.

 

Do you offer volume discounts?

 

Because we carefully curate our inventory and keep our everyday prices as low as competitive as possible, we don't offer volume discounts.

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To help ensure our unique finds are available to everyone, we have a 3-item limit per customer per item.

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Account Support

 

My password isn't working, what should I do?

 

1. Double-check your spelling and ensure you are in the "Returning Customer" section.

2. Use the "Forgot Password" link to reset it via email.

3. If you still can't log in, call us at (551) 371-4967 for assistance.

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