Shipping Policy

Production comes before shipment

A personalized item must pass product and file checks before it can be made. Payment or a prepared shipping label does not mean production has started or the carrier has received the parcel.

The estimate shown before payment

Use the supported estimate shown for the selected product, destination and shipping method. HEARTKNOWN does not publish a sitewide fixed arrival date without supporting production and carrier facts.

If no dispatch time is stated for an order, HEARTKNOWN must ship within 30 days or send a delay notice that offers the choice to wait or cancel for a prompt full refund.

Address accuracy

Review the recipient name and delivery address before payment. Contact support immediately if an address is wrong. A change may no longer be possible after production or carrier handoff, and verified reshipment costs caused by an incorrect submitted address may remain the customer's responsibility.

Unexpected delays

If HEARTKNOWN cannot ship within the stated or otherwise applicable time, we provide an updated status and the choice to accept the delay or cancel for a prompt full refund. Silence is not treated as unlimited agreement to an indefinite delay.

Tracking

Tracking appears only after a carrier or production partner provides a valid tracking fact. A prepared label is not presented as movement or delivery.

Lost, damaged or incorrect delivery

Keep the packaging, item photos and tracking information. Report the issue through the verified support channel so HEARTKNOWN can compare the order, production and carrier facts.