Politique d’expédition

This policy outlines the shipping coverage, shipping rates, order processing procedures, estimated delivery times, order modification and cancellation policies, and procedures for resolving delivery-related issues for orders placed on the heartsongwoodwork.com website.

1) Shipping Destinations

We currently ship only within the United States and France.

International shipping services are not available at this time.

2) Shipping Rates (Standard Shipping)

Orders totaling $120 or more qualify for free standard shipping.

Orders totaling less than $120 are subject to a flat-rate standard shipping fee of $15.

The applicable shipping fee will be displayed on the checkout page (prior to payment).

3) Order Processing Time

Orders are typically processed within 1–2 business days (excluding weekends and public holidays).

The order processing procedure includes order verification, product packaging, and handover to the carrier for pickup.

4) Estimated Delivery Time

The estimated delivery time is typically 3–7 business days after shipment.

Actual delivery times may vary depending on carrier operations, weather conditions, peak shopping seasons, and specific conditions within the destination region.

5) Shipping Carriers and Methods

We primarily ship via major U.S. carriers such as USPS, UPS, and FedEx; depending on the product type, destination, and service availability, we may also utilize regional carriers.

The choice of carrier depends on factors such as package size/weight, destination, and carrier capacity. We cannot guarantee that a specific carrier will be assigned to any individual order.

Some large or bulky items may require Freight Delivery. Freight delivery may require scheduling a delivery appointment in advance; the carrier may contact you using the phone number provided during checkout to arrange a time.

Once tracking information becomes available, we will provide it to you shortly after your order has shipped. Please note that it may take 24–48 hours for tracking updates to appear in the system after the carrier completes their initial scan.

6) Order Tracking

Once tracking information becomes available, we will provide it to you shortly after your order has shipped. After the carrier completes the initial scan, it may take 24–48 hours for the tracking information to update and appear in the system.

7) Order Modifications and Cancellations (Pre-shipment and Post-shipment)

If you need to modify or cancel an order, please contact us as soon as possible by emailing info@heartsongwoodwork.com. Please be sure to include your order number in your email.

Pre-shipment: If your order has not yet entered the processing or shipping phase, we will make every reasonable effort to cancel the order for you. If the cancellation request is approved, the refund will be issued back to your original payment method (please refer to our "Returns & Refunds Policy" for information regarding refund processing times).

Post-shipment: If your order has already been shipped, we will be unable to cancel it. Once you have received the items, you may request a return in accordance with our "Returns & Refunds Policy" (subject to applicable return eligibility requirements).

If a package is returned because you provided an incorrect or incomplete shipping address at checkout, or if you refuse to accept the package, you may be held responsible for any return fees and/or shipping costs charged by the carrier.

8) Damaged, Defective, or Incorrect Items (Delivery Issues)

Please inspect your order immediately upon receipt of the package. If the items arrive damaged, defective, or incorrect, please contact us by emailing info@heartsongwoodwork.com within 48 hours of receiving the items.

In your email, please provide the following information: (1) Your order number; (2) Clear photos of the item(s); (3) Photos of the outer packaging and shipping labels; and (4) A brief description of the issue.

Upon verification, we will provide an appropriate resolution based on the specific circumstances (which may include sending replacement parts, exchanging the item, issuing a refund, or other remedies).

9) Delivery Exceptions and Delays

While we strive to deliver orders within the estimated timeframe, delivery delays may still occur due to external factors beyond our control (such as severe weather, carrier service disruptions, peak shipping seasons, delivery restrictions in remote areas, etc.). If your shipping tracking information has not been updated for an extended period, or if the status shows "Delivered" but you have not actually received your package, please contact us; we will assist you in resolving the matter. Contact Information:

Store Name: Heartsongwoodwork

Phone: +1 424-327-8277

Email: info@heartsongwoodwork.com

Address: 3115 E 11th St, Los Angeles, CA 90023, United States

Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (CST)