Shipping policy

Shipping Policy

Every Heart Memento piece is made to order in the USA. Nothing sits on a shelf waiting — your piece is produced after you order it, which is why the timeline below has two parts.

Processing time

2–5 business days. This is production: engraving, printing your message card, quality check and packing. Personalized work can't be rushed, and this window is real rather than padding. Orders placed on weekends or US public holidays begin processing the next business day.

Shipping time

Once your piece leaves our facility, estimated transit will depend on the destination:

United States : 3-7 business days
Canada : 7-12 business days

Total time from order to doorstep is processing plus shipping. For a US order that's typically 5–12 business days.

Shipping cost

[Free standard shipping on all US orders.] / [Standard shipping $X.XX. Free on US orders over $XX.] Rates for other destinations are calculated at checkout before you pay.

Tracking

You'll get a tracking number by email as soon as your parcel ships. It can take 24–48 hours for the carrier to show the first scan, so don't worry if it looks inactive at first. Check your spam folder if the email hasn't appeared.

Ordering for a specific date

For a birthday, anniversary or holiday, order at least three weeks ahead. We can't guarantee delivery dates — once a parcel is with the carrier it's out of our hands — and December is slower everywhere.

Changing your address

Email us within 6 hours of ordering and we'll update it. After that your parcel may already be labelled. If a parcel is returned to us because the address was incomplete or incorrect, we'll reship once you confirm the correct address; a reshipping fee applies, since the original postage has already been spent.

Customs, duties and taxes

Orders shipping outside the United States may be subject to import duties or taxes charged on arrival. These are set by the destination country, not by us. They aren't included in your total and are the recipient's responsibility.

Delayed parcels

Carriers occasionally run late, especially in November and December. If your tracking hasn't updated in 7 business days, email us at heartmementos@gmail.comwith your order number and we'll chase it.

Questions: heartmementos@gmail.com — we reply within 2 business days.