Missing Items from Your Order

Partial Shipment We apologize if some items are missing from your order. This could be because your order was split into multiple shipments. Rest assured, the remaining parts of your order should arrive shortly.

Check Your Shipment Status You can verify if your order is arriving in multiple packages through the shipping confirmation email. Sometimes, due to stock availability, items may ship from different warehouses. If this happens, you may receive another email with additional details, and the remaining items will follow soon.

Still Missing Items After Checking? We apologize for any inconvenience caused.

• Out of Stock: The missing item(s) might have been out of stock. If we're unable to fulfill any item(s) in your order, we will notify you via email. Make sure to also check your junk/spam folder.
• Contact Us: If your order is not arriving in separate shipments and we haven't informed you that some items are out of stock, please let us know so we can investigate further.

Please note: All claims for orders missing an item(s) must be made within 7 days of the delivery date.

Received the Wrong Item In the rare event that you receive an incorrect item or your order arrives damaged, please contact us with the following details, and we'll resolve it promptly:

• Your order number
• The name of the item you didn't receive
• A photo and the name of the item you received (if incorrect)

Please note: All claims for incorrect orders must be made within 14 days of the delivery date.

We're here to help ensure you receive your correct order. If you have any questions or issues, don't hesitate to reach out!

Send us and email if you have more questions.

Help@heartfur.com

How to Track Your Heartfur Order 

You'll receive an email once your order has shipped containing your tracking link. Additionally, you can track your order by logging into your Heartfur account using the link below:

Login to Your Heartfur Account

Steps to track your order:

1. Log into your Heartfur account.
2. Select your product
3. Check the fulfillment status of your order.
4. If the order has been fulfilled, select the order. (If the status is not yet fulfilled, wait 24 hours to allow us some time to fulfill your order.)
5. Click on the tracking link to be directed to your tracking information.

Alternatively, you can use the tracking link provided in your shipping confirmation email.

What if My Tracking Hasn’t Updated? No need to worry! Tracking numbers typically update with couriers every 24-48 hours. However, there may be occasional delays while your order is in transit.

Address and Tracking Issues:

• If you suspect your order has been delayed due to issues such as an incorrect address, take the following actions immediately:
  
  
• Check your tracking to see if the order is held up due to an incorrect address.
• If you've entered an incorrect or incomplete address, please contact us promptly for assistance.
• If your tracking hasn't updated in a few days, your order is likely still on its way. However, if there are no updates for more than 6 working days, please contact our Customer Support team for further assistance.

Please note that we do not ship outside of the USA, so there are no customs fees for any of our orders.

We appreciate your patience and are here to assist you with any concerns you may have regarding your order.

Send us and email if you have more questions.

Help@Heartfur.com

Can I cancel or make a change to my order?

Once you've hit 'Place Order' at checkout, we're unable to make any changes to your order. This includes:

• Changing the item or size
• Modifying the delivery/billing address
• Adding or removing items from your order
• Adjusting the shipping method

However, you do have a 15-minute window to cancel your order. You can do this by locating the order in your confirmation email or in your account section and clicking the 'Cancel Order' button.

After this window, the order cannot be canceled, but you can initiate a return/exchange once the order is delivered.

What if my address is wrong?

If you realize you've entered the wrong address at checkout, unfortunately, we can't change it once the order is placed. However, you may be able to update your delivery preferences by contacting the courier directly.

If your order can't be delivered and is returned to us, you'll receive an automatic refund once the package reaches our warehouse. Keep an eye on your tracking information for updates.

• If your order hasn't shipped yet: Wait for your tracking email to get the tracking number, then contact the courier to see if they can update the address.
• If your order has shipped: Contact the courier directly as soon as possible. They may be able to assist.

 Contact Details for Shipping Providers

Important Note: If you've entered the incorrect address and the order goes missing or is delivered to that location, we cannot be held responsible for refunding or replacing the order to your preferred address.

If you have more questions, feel free to email us at Help@Heartfur.com.

If your package is undeliverable and gets sent back to us, a refund
will be issued once the returned order is received and processed in our warehouse. Returned orders cannot be re-shipped, so you will need to place a new order for your items.