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Here are some questions you may have about our web site, products, and doing business with us. If you cannot find the answer to your question(s) below, please check out our Customer Care web page or email


How long does it take for my order to process? 

Order processing depends on items ordered. Generally, items are processed within 3-5 business days while personalized items take *5-7 business days depending on the items orders. After processing your order, it is shipped out to you. Therefore, orders are shipped within 3-5 business days, etc.* Please note, shipping time of your order does not include the delivery time by mail carrier.

How can I change my order?

We will change your order if we receive your request within two (2) hours the order was placed. We can make the change if your order is not in process, and has not been personalized or customized.We strongly suggest you change your order promptly. Once we start the in-house production stage of your gift, we often cannot make any changes. Therefore we cannot guarantee we can honor your request for these special products. We will confirm receipt of your request automatically. You can access the form and read more information here: Change/Cancel Order web page.

How can I cancel my order?
Please be aware once an order has been placed, we are unable to cancel an order or an item in an order per customer's request, and we won’t be able to make any changes to the billing address, or shipping method. Please review your order carefully before submitting it.​

Can I return/exchange my items?
Heart Touch Gifts "Satisfaction Guarantee" Return/Exchange Policy in summary - We want you to be satisfied and happy with your purchase. We want you to "love it or return it". If you are not completely satisfied with your purchase, you may return the item for an exchange or full refund of the purchase price within 10 days of the delivery date of your item (less any coupons used, shipping charges or surcharges, if applicable). For more information please refer to our Return/Exchange Your Order web page.

How long does it take to receive my refund or exchange?

Your refund of equal value will be issued, generally, in 5-7 days and will be automatically applied to your credit card or original method of payment. Please allow adequate time for your credit card company or banking institution to process the credit and post to your account. You will receive your exchange of equal value within 7-14 days.

Credit will be issued, generally, in 5-7 business days and will be automatically applied to your credit card or original method of payment. Please allow adequate time for your credit card company or banking institution to process the credit and post to your account.

Will I get an email confirmation after I place my order?
Yes, you will receive two emails from us. The first will be a confirmation of your order placed with us. The second will include your tracking information once your order has been shipped.

How can I track my order?
There are three (3) ways to track your order. 1) Login to your customer account, and visit the "My Orders/Order Status" page, 2) You may email us at for your order status, or 3) Once you have your tracking #, you may track your order directly from the courier's web site.

What if my order cannot be delivered?
If the delivery service provider cannot deliver your order because of an incorrect address, the order will be returned to Heart Touch Gifts. The sender will be responsible for any reshipping fees incurred in order for the same delivery service provider to redeliver the package.

Can you ship to Canada/International/APO/FPO addresses?
At this time, we are unable to ship to international shipping addresses (Canada also), PO Boxes, and APO/FPO addresses. We look forward in the future that we will be able to ship to APO/FPO addresses.


What if my gift arrives damaged or not as described?
Heart Touch Gifts strives to ship your package in good condition. Each gift is hand inspected not  once, but twice. Unfortunately, packages may be damaged during the shipping process after leaving Heart Touch Gifts. If your order was shipped with FedEx, UPS or USPS Priority Mail and arrives at your door damaged, broken or defective, we will either replace the broken parts if possible or ship out a new one at our discretion and completely at our expense. If your gift item is damaged upon receipt, please contact us by phone at 347-870-3719 or email us at, and we will immediately remedy the situation. Please be sure to inspect your item(s) for concealed damage within 2-3 business days, especially, if you do not plan to use it immediately. We are unable to accept cancellations on damaged merchandise after it arrived and was used. Please return defective and damage item within 10 days of receipt for replacement.

Do you offer gift wrapping?
Yes. We offer gift wrapping for most of our products. Gift wrapping information is on every product page. You can also read about this service in further details here: Gift Services - Gift Wrapping

Can multiple items be placed in one gift box?

No. We only offer one gift box per item. Gift box measurements is to accommodate the particular gift item.

Do you offer gift card services?
No, we do not offer gift card services, however, we offer other services for gift-giving, such as gift wrapping and customized poetry.

How long will it take to receive my personalized item?

 items ship 5-7 business days. Therefore, you will receive your personalized item in approximately 10-12 days from the date of your order, excluding any delays by courier.

What forms of payment do you accept?

We accept online payments with a major credit card payment using: VISA, MASTERCARD, Discover, American Express, and PayPal. We accept debit cards as form of payment. However, please check with your debit card's issuing bank for specific authorization processes. We also accept payment only by cashier's check or money order when placing a mail order.


Do you provide rush order service?
No. At this time we do not offer rush order service. However, we make every effort to expedite all orders.

Can I place an order with a delayed shipment date or special delivery date.
No. At this time, we do not accept delayed shipment dates or special delivery dates on customer orders. 

Can I back order an item that's not available at the time of my order?

No. At this time, we cannot accept orders for items that are not available. When the item is restocked, it's placed on our site again.


Do you accept phone or fax orders, orders via the site's Chat?
No. We do not accept phone or fax orders at this time, and no we do not accept orders via the site's Chat. We always accept "Customer Care" calls.

Can you send me a catalog?

We're sorry, at this time, we do not have a printed catalog.

How do I know if an item is in stock?
The availability information on an item on our Site is the most current and accurate inventory information we have. However, please note, inventory errors do occur from time to time and this information does not constitute a guarantee of availability. If a product is not available for shipment, we will notify you as quickly as possible via the email address you provided in your order. An item can be backordered if not in stock.

Do you have gift items that are not available on your web site?

All our available gift items are listed on our web site. Any gift item not available, is listed as out of stock or noted as backordered on the product page.

What are the chances an item/order will be cancelled or item will be backordered after I place my order?

If you see an item available on our Site, it's likely that it will not be cancelled or backordered. Though most products are stocked and/or shipped by us, inventory errors do occur from time to time, and this may be the cause for a cancellation or backorder. Anticipated delivery dates for backorders of products sold may be dependent upon our supplier and other factors beyond our control, and are subject to change. Please be aware an order may be cancelled if it includes one (1) item only, and the item is discontinued by our supplier, beyond our control. We will use our best discretion whether to cancel an order or to offer an alternative/similar item. If this does occur, you will be notified as soon as possible via the email address or phone number you provided in your order. There is a time limit of three (3) business days for customer response when offering an alternative/similar item. If customer does not respond within the time limit, the order will be cancelled.

Do you pre-sell upcoming season merchandise?
We're sorry, but we do not "pre-sell' or "pre-order" upcoming season merchandise.

Can you special order an item for me?
At this time, we do not offer "special orders" outside of our gifts. However, we do offer gifts that are customized, personalized, and exclusive.

Do you offer a volume discount if I purchase in high quantities?
No, unless otherwise specified on product page. However, we recommend to limit your quantities to three (3) items, please.

Do you exchange links with other sites?
At this time, we do not exchange links. This may be added in the future to our site.

How do I know if an item is discontinued?
You can contact us at or message us in the Chat.

My password is not working. Can someone help?

Yes. We will be happy to assist you; but please before you call, first try these steps: 1) Double-check you email address and password and try again, 2) Make sure you are in the "Returning Customer" area of the login page, and 3) You may recover a forgotten password by entering your email address that you used to register. If these three steps fail, please call us at 347-870-3719.

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