Policies

If an item has not been received, fault must be found with the company for a refund. 

Any mailing address mistakes on the client's end can not result in a refund if Tracking Information states delivery was successful and the item was not returned to the warehouse as undeliverable. 

Any failure to pick-up, sign for, or returned packages must reach the warehouse and be processed as a return for a full refund. Shipping fees are not included in refunds. A reshipment fee may apply if the item has been requested to be reshipped rather than refunded.

Tracking Information provided by the warehouse and HeartOnToys via PayPal act as a confirmation of delivery and proof of shipment. The United States Postal Service offers end-to-end tracking on all packages within the US.

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How do I access tracking information? 

You can track your item by: 
Internet: Use the United States Postal Service® website: go to http://www.usps.com > click "Quick Tools" > click "Track a Package" > enter your USPS Tracking® number(s) OR go to https://tools.usps.com/go/TrackConfirmAction_input > enter your tracking number(s).

Text: Send a text to 28777 (2USPS) with your tracking number as the content of the message. 
Standard Message and Data rates may apply.

Smartphone: Browse to USPS Mobile® on your smartphone or download the USPS Mobile® app for Android™ and iPhone®.

If your Tracking Information shows a confirmed delivery and your item has not arrived. 

Call the USPS at 1-800-ASK-USPS® (1-800-275-8777) 
Customer Service representatives are available as follows: 
Monday thru Friday: 8:00 a.m. to 8:30 p.m. ET 
Saturday: 8:00 a.m. to 6:00 p.m. ET 
Sundays: Closed 
Holidays: Closed [Click here for Postal Holidays] 
Telecommunications Device for the Deaf/Teletypewriter (TDD/TTY): 

Call 1-800-877-8339 

Hours of Operation are the same as 1-800-ASK-USPS 

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If a refund is being requested based on the nature of the item received: i.e. the wrong item has been shipped, we will send a return label for the incorrect item and a replacement item will be shipped upon receiving the incorrect item or when the reshipment tracking process has begun.

In order to receive a refund by this method, all the safety labels of the packer must be in tack. 

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If a refund is being requested based on the quality of the item, the packaging must be intact as well as the mailer. Simply secure the package and item inside the mailer and write 'return to sender' on the outside and place it in your mailbox or local mailing station. The item will return to our warehouse. Once reviewed a return refund will be credited.

We value the feedback on items that are sub-par and encourage you to email us a review of the item and why you were dissatisfied. Offering the best items to our clients is a goal of ours and if it's 'not that great' we will consider removing the item for future purchasing.

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Processing is typically within 2 business days, and shipping within 3-5 business days. U.S. Shipments that take more than 14 business days from payment to 'delivered' tracking verification are eligible for a full refund upon request and with lack of proof of delivery. 

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Please direct all email inquires and concerns to heartontoys.help@gmail.com