Policies
SHIPPING
Now offering $5 flat rate shipping on orders over $25 and FREE shipping on orders over $100! Domestic USA shipping only. Note: Our system applies a $5 flat rate for each location where items are stocked at, so if you are purchasing products from both of our stores it may charge you $10 flat rate. We will refund the extra $5 if this happens to you! Unfortunately we have not found a better workaround yet.
Items are shipped via the method you select at checkout, which includes both UPS and USPS options. All orders are shipped within one week of purchase, though most orders are processed within 1-3 business days. Processing time is in addition to the shipping times indicated at checkout.
At this time, shipping is only available to the United States, Canada, Australia, and the United Kingdom. Please email us at heartshakestudios@gmail.com with what you are trying to order if you would like international shipping to a different country, and we will get back to you with custom international rates!
For now we are able to fulfill most orders out of the contiguous United States (ex. to Alaska and Hawaii) just like all the rest with the same flat rate shipping price, however for oversized packages the shipping rates can get incredibly high and we just can't afford to cover those costs. Feel free to message us before purchasing if you have questions, and be aware that if we are unable to cover the shipping cost of your order due to your location we will contact you to cancel the order.
Unfortunately sometimes packages get damaged or go missing in transit, and we deal with these situations on a case by case basis, but our general policy is as follows. All of our packages are insured, so if the package gets damaged or lost by our shipping carrier please let us know as soon as possible so we can file an insurance claim in a timely manner. In the case of a damaged package, we will ask for photos of both the affected items and the packaging so please hang on to those for us! We will offer either a refund or replacement depending upon availability. If your package is marked as delivered by the shipping carrier, we are unfortunately unable to offer refunds at that point. Our margins are tight as a small business and it just wouldn't be feasible to replace every package that goes missing after delivery, because we are unable to get reimbursed by insurance for stolen packages. Once an item has been delivered to your address, our service has been completed and it's up to you to provide a safe location for packages to be delivered at your address. Thank you for your understanding!
LOCAL PICK UP
We offer free local pick up at both of our stores! Just select the "Pick up" option at checkout under Delivery Method.
If you are trying to check out with multiple items for pick up and the system won't let you, it's probably because some items are from Heartshake Studios, and some are from Little Heartshake, and unfortunately our system will only allow us to have pick up items ordered separately for each store. We are working to resolve this issue, but in the meantime please send us an email at heartshakestudios@gmail.com with what you are trying to order and we can help you place your order. Every item in our store should say if it's at the Heartshake Studios or Little Heartshake location at the top of each product page, so you can also place two separate orders with all the items from each store in their own order. Sorry for the inconvenience!
RETURNS
Once an item has shipped, we are unable to refund shipping costs. We do our best to accurately portray our products, but if for any reason you are unhappy with your purchase, please email us at heartshakestudios@gmail.com to arrange a return. Return shipping costs are paid for by the customer.
Returns are generally accepted both online and in-store within 2 weeks of purchase, though we are able to make exceptions in special circumstances. Items in new condition may also be returned for exchange or store credit with no time limit.
To be returned, items must be in new and undamaged condition.
SALES TAX
Since we are located in Colorado, all purchases shipped to any Colorado address will be charged sales tax based on your specific location. There will be no sales tax charged on all out of state purchases.
WHOLESALE
Wholesale inquiries are very welcome for Heartshake Studios handmade goods! Please go to the Wholesale page and fill out the form to contact us, and we'll get back to you ASAP with our linesheet.
ARTIST SUBMISSIONS
If you think your products would be a good fit for the Heartshake Studios stores, please go to the Artist Submissions page to submit your work for our consideration.
PRIVACY
Your privacy is important to us. Please be aware that we work with an outside marketing platform, so our privacy policy has been updated as of 4/4/19:
All credit cards are processed by Shopify and your credit card number is not shared with us. Please refer to the Shopify privacy policy for more information about payment processing.
The personally identifiable information that you provide to us and information about your order may be combined with other personally identifiable information (such as demographic information and past purchase history) available from our records and other sources. We also use Pixel Tags to collect additional information regarding your browsing experience. This information will be used to make our future marketing efforts more efficient and to provide you with a more relevant and timely brand and shopping experience. This information may also be shared with our third party service providers that assist us with our marketing efforts and with other marketers whose products or services we feel may be of interest to you. If you prefer that we do not share your name and address with other marketers, please email us at heartshakestudios@gmail.com. You can control your online behavioral advertising by visiting the following platforms: Digital Advertising Alliance opt-out platform or the Network Advertising Initiative opt-out platform.