Home // Customer Care // FAQ
Frequently Asked Questions (FAQ)
Welcome to Heart Touch Gifts! We want your shopping experience to be as smooth as possible, so we've answered our most common questions below.
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If you don't see exactly what you're looking for, please visit our Customer Care web page or email us at info@hearttouchgifts.com.
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Shipping & Delivery
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Please note: Processing time is separate from shipping time. Processing includes preparing and packing your order. Shipping begins when the carrier receives your package.
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The delivery estimates below represent the typical total delivery timeframe from the day your order is placed until it arrives. Actual delivery times may vary due to carrier delays or other unforeseen circumstances.
​​Order Type Processing Transit Total Estimated Total Delivery Time
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Standard Items 2–4 business days 3–5 business days 7–9 business days
Personalized Items 5–7 business days 3–5 business days 8–12 business days​
Quick Tip: Questions within each FAQ category are listed alphabetically. Looking for something specific? Scan for the first word of your question.​
​​​​Can I request a delayed shipping date?
Yes! You may request a preferred shipping date (when we ship your order) in the "Add a note" box at checkout. We are unable to guarantee or schedule a specific delivery date.
Do you offer express delivery?
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We do not offer express or overnight delivery options. All orders are shipped using our standard shipping service.
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How can I track my order?​​​
​​​​What happens if my order cannot be delivered?
If a package is returned to us due to an incorrect address, the buyer is responsible for any reshipping fees required to send it out again.​​​
​Returns, Refunds, & Damaged Items
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How long do refunds and exchanges take to process?
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​Refunds: Processed within 5–7 business days and issued to your original payment method.
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Exchanges: Processed within 7 business days.
What is your return policy?
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​What should I do if my item arrives damaged or defective?​​​
​​​Gift Services & Gift Cards
Can multiple items be placed in one gift box?
Each gift is packaged in its own gift box, which is specially sized to fit that item. Pre-arranged gift bundles (sets or pairs sold together) are packaged together in one appropriately sized gift box.
​​Do you offer gift cards?
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​Do you offer gift wrapping?
Yes! We offer gift wrapping for most items. Details are available on each product page and on our Gift Wrapping Page.​​​
Shopping & Ordering
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Do you accept phone, fax, or chat orders?
To keep your information safe and sound and ensure order accuracy, we only accept orders placed directly through our website.
​Do you offer rush or expedited processing?
We don't offer rush or expedited processing. We process all orders on a first-come, first-served basis, to keep things moving as quickly and efficiently as possible for everyone.​​​​
Do you offer volume discounts?
​​How do I know if an item is in stock?
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How do I know if an item is discontinued?
If an item is no longer listed or available on our website, it may have been discontinued or temporarily unavailable. If you'd like to confirm its status, contact us at info@hearttouchgifts.com or message us via Chat.
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Account Support
My password isn't working. What should I do?​​​