Shipping & Delivery
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This Shipping & Delivery Policy explains how Warm Heart Gifts makes, packs and delivers your order, what shipping costs, how long it usually takes to reach the person you are thinking of, and what we do if a parcel is late, lost or damaged on the way. It applies to every order placed on warmheartgifts.com. Because every ornament, mug, shirt and canvas print is made after you order, delivery has two parts: the days we spend making your gift, and the days the carrier spends bringing it to the door. If something here is unclear, write to support@warmheartgifts.com and we will answer within 1 business day.
Shipping at a glance
- Making time: 1–3 business days after your order is placed, because each piece is printed to order.
- Where we ship: the United States, Canada, Australia and New Zealand only, from the USA.
- Shipping cost: free on every order, with no minimum spend and no code to enter.
- Transit time: usually 7–14 business days after the parcel leaves us, for all four countries.
- Total estimate: about 8–17 business days from order to doorstep.
- Problems on the way: lost or damaged parcels are replaced or refunded, as explained in sections 8 and 9.
1. Two clocks: making time and travel time
When you order a personalised gift, nothing is pulled from a shelf. Your names, dates and words are set into the design, printed, checked and packed by hand. We call this the making time, and it is usually 1–3 business days. Business days are Monday to Friday, excluding US public holidays. An order placed on Friday evening or on a holiday weekend starts its making time on the next business day.
Once the parcel is handed to the carrier, the travel time begins. For the United States, Canada, Australia and New Zealand it is usually 7–14 business days. Adding the two together gives the estimate we show on product pages and in this policy: about 8–17 business days from the moment you place your order to the moment the parcel arrives.
We give you a range rather than a single date because both clocks can move a little. A canvas print takes longer to stretch and dry than a mug takes to print, and carriers slow down in December and around long weekends. When we know an order will need longer than usual, we write to you before the making time ends rather than after.
2. Shipping costs and options
Shipping is free on every order to our four destinations. There is no minimum order value, no coupon to remember and no extra charge for a heavier canvas or a parcel going to the other side of the world. The shipping line at checkout shows $0.00 before you pay, so you can see the full total.
| Destination | Method shown at checkout | Cost | Making time | Transit time | Estimated total |
|---|---|---|---|---|---|
| United States | Free shipping | $0.00 | 1–3 business days | 7–14 business days | About 8–17 business days |
| Canada | Free shipping | $0.00 | 1–3 business days | 7–14 business days | About 8–17 business days |
| Australia | Free shipping | $0.00 | 1–3 business days | 7–14 business days | About 8–17 business days |
| New Zealand | Free shipping | $0.00 | 1–3 business days | 7–14 business days | About 8–17 business days |
We do not currently offer a paid express service. If an express option is ever added, it will appear at checkout with its own price and delivery estimate before you pay, and this page will be updated first. Transit times are estimates provided by the carrier, not guaranteed delivery dates.
3. Where we ship, and where we cannot
All orders ship from the United States. We deliver to residential and business addresses in the United States, Canada, Australia and New Zealand. Checkout only accepts addresses in these four countries; if you enter an address elsewhere, no shipping method will appear and the order cannot be placed. We are not able to forward parcels to a fifth country, and we ask that you do not use a parcel-forwarding service, because we cannot follow a parcel once it leaves the forwarder’s hands.
Post office boxes and military addresses depend on the carrier that handles your parcel, so we cannot promise delivery to them. If you only have a P.O. box, write to us before ordering and we will tell you honestly whether we can reach it.
4. Planning around a date
Most of our gifts are bought for a day that will not move: a wedding anniversary, a sixtieth birthday, a first Christmas. Here is how we suggest planning.
- Count back about 17 business days from the day you want the gift in hand. That covers the longest usual making and travel time.
- In November and December, add a few more days. Carriers in all four countries carry far more parcels then, and their own estimates stretch.
- If the date is close, write to us before you order with the delivery address and the date. We will tell you plainly whether we think it can arrive in time. We would rather you know than hope.
For example, if you are ordering a 25th anniversary canvas twelve business days before the dinner, ask us first. We will explain that the canvas would likely arrive close to the day and possibly after it, so you can decide whether to order anyway, choose a smaller piece, or tell the couple the gift is on its way. That is the kind of honest conversation we prefer to have.
5. Tracking your parcel
When your parcel is handed to the carrier, we email the tracking details the carrier provides to the address used at checkout. The first scan can take 24 to 48 hours to appear after the label is created, so a tracking page that says “label created” on the first day is normal. You can also look up your order status on our Order Tracking page with your order number and email address.
International parcels sometimes change hands between a US carrier and a local postal service in Canada, Australia or New Zealand. When that happens the tracking number may stay the same, or the local service may show a new one. If the trail seems to stop at an international hand-over, wait two business days and check again before worrying; hand-over scans are often delayed.
6. Getting the address right
Please check the recipient’s full name, street, apartment or unit number, city, state or province and ZIP or postal code before you place the order. A missing unit number is the most common reason a parcel comes back to us. If you spot a mistake, write to us straight away. Within 24 hours of ordering, and as long as the parcel has not shipped, we change the address free of charge, as explained on our Cancel or Change an Order page.
After the parcel ships we can ask the carrier to redirect it, but the carrier decides whether that is possible. If a parcel is returned to us because the address was incomplete or the recipient did not collect it, we contact you and reship it once to a corrected address at no cost.
7. Sending a gift straight to someone else
Many of our orders go directly to the person receiving the gift. Enter their name and address as the shipping address at checkout and yours as the billing address. We do not put prices or receipts inside gift parcels, so the recipient does not see what you paid. If you would like a short gift message included, write it in the Order notes box at checkout, kept to about 30 words. We read every note before the gift is made and will email you if a message cannot be included.
Some recipients are in places with their own rules. For a parcel going to a hospital maternity ward, a care home or an office, include the department or room and the recipient’s full name exactly as the building knows them. Mail rooms often hold or return parcels addressed to a first name only.
8. Late, lost or missing parcels
If your tracking has not updated for 7 business days, or the parcel has not arrived 7 business days after the latest estimate in this policy, contact us with your order number. We open an investigation with the carrier for you; you do not need to call them yourself. If the carrier confirms the parcel is lost, or the investigation is not resolved within 5 business days, we remake and resend your gift at no cost or refund you in full, whichever you prefer.
If tracking says “delivered” but nothing is at the door, please check with neighbours, building reception, a garage or porch, and the local post office, because carriers sometimes scan a parcel as delivered a day before it really arrives. If it still has not appeared, write to us within 60 days of the delivery date and we will help.
9. Parcels that arrive damaged
We pack every piece to travel a long way, with the fragile parts protected. Even so, a parcel occasionally meets a rough journey. If something arrives chipped, cracked, dented or torn, keep the packaging and take a few photos: the outside of the box, the shipping label and the damaged item. Send them to support@warmheartgifts.com within 60 days of delivery.
We then remake the gift with the same personalisation and ship it again for free, or refund you in full, as you prefer. In most cases you do not need to send the damaged piece back. For example, if a canvas reaches Melbourne with a dented corner, three clear photos are usually all we need to start the replacement the same week. More detail is on our Returns & Exchanges page.
10. Customs, duties and taxes
All prices are shown in US dollars. We do not currently add sales tax at checkout; the total you see before paying is the amount we charge. Orders delivered to Canada, Australia or New Zealand travel from the United States and may be charged import duties, taxes or handling fees by the destination country. These charges are set by that country, are not included in our prices or free shipping, and are paid by the recipient if they are requested on arrival.
If a recipient refuses to pay a charge and the parcel comes back to us, we refund the price of the items once the parcel arrives. Because shipping is free, nothing is deducted for the original delivery.
11. Busy seasons and unexpected delays
From late November to the end of December, and in the week before Mother’s Day and Father’s Day, more people order personalised gifts and carriers handle more parcels. Our making time can stretch by up to two business days in those weeks. When that happens we say so on the homepage and in your order confirmation, so you can plan.
Storms, carrier strikes and customs checks can also slow parcels in ways nobody can predict. We cannot control those delays, but we do keep watching your tracking and step in as described in section 8 when a parcel stops moving.
12. Questions about shipping
If you have a question about a delivery, write to support@warmheartgifts.com or submit a ticket, and include your order number so we can find it quickly. We reply within 1 business day. You may also find the answer in our FAQs or the Help Center, and our Refund Policy explains how money is returned when a parcel cannot be saved.
Warm Heart Gifts, 688 Millsap Road, Fayetteville, AR 72703, US.