Shipping policy

A: We deliver worldwide with door to door tracking. If there is a problem, we will notify you.

Q. What about customs fees/taxes?

A. We do our best to help ensure your item arrives as smoothly and quickly as possible, including labelling the package with all relevant information for customs authorities.

Changes to EU customs  regulations means you may be charged sales tax (VAT) upon delivery of your order. Refer to your country tax authority for guidance on what fees are due on items shipped from the USA. If fees are charged by customs, they are payable by the recipient.

A:  We typically ship all orders within 2-5 business days. If you select Expedited Processing at checkout, we'll ship within 24-48 hours depending on which time in the day the orders are placed and which items it is available on. Please note that we do use different vendors and specific shipping times will be in the individual listings. All orders will have a tracking number attached. You will get a notification in your email when it is sent. 

A: If you select Expedited Processing at checkout, we'll ship within 24-48 hours depending on which time in the ay the orders are placed. Please note, this is not available on all products.

Q. How does it take to arrive?

A.  We ship all orders from our USA factories. Due to Covid-19, some international packages may be delayed due to routing or customs delays.

USA: Within 2-5 business days (after processing)

Canada: Within 4-10 business days (after processing)

Western Europe: Within 5-10 business days (after processing)

Australia/NZ: Within 5-15 business days (after processing)

Rest of the World: Within 5-20 business days (after processing)

Check your local mail carrier website for the latest updates on how Covid-19  is affecting deliveries.

Q. Which carrier do you use?

A. We usually ship all items with USPS. However, there are times when we might see a more economical option and may choose another carrier. For international shipments, your local mail carrier will handle and deliver the item once it enters your country. You will get info about your carrier when you receive your tracking number.

Q. I did not receive my order. What should I do?

A. Please Contact our support team: one of three ways: 1. email us at support@iloveheartstrings.com  2. fill out Contact Us form 3. Call our support phone number: 408-909-4737 Mon.-Fri. 9:00 am-5:00 pm PST. Be sure to state your order number from the confirmation email/SMS message. We'll help track down your order. 

Please note: If your order shows delivered, you will need to contact your local post office. If you do not have insured shipping unfortunately you are not covered for the loss.

Q: What is insured shipping?

A:  Shipping insurance or Insured Shipping is optional and at an additional cost at checkout. This protects against lost, stolen, or damaged packages in transit. Shipping insurance is non-refundable once your order has shipped.

US Insured Shipping= $4.95      International Insured Shipping= $9.95

Q: How do I file a claim for insured packages?

A: To make a claim, contact our support team. You could call 408-909-4737 Mon.-Fri. 9:00 am- 5:00 pm PST or go to the Contact Us tab to fill out a form and explain your situation or email us as at support@iloveheartstrings.com, so we have a written documentation of your situation. Each claim will require proof of loss or damage and documentation reflecting the value of the loss. Proof of claim= photos of goods and packaging, an invoice or bill of sale. If stolen, please also submit police report or statement of non-receipt along with tracking number.