FAQ


As Hearts & Krafts grows, we’re learning more and more about our customers (like how amazing they are :) ) but also some of the questions they have about our products and services. We’ve put together this FAQ to help our current and future customers get the answers they’re looking for as quick and easy as possible.

 

Product

Each Hearts & Krafts product that indicates “handmade” under product description are made as orders come in. Depending on volume, we generally take about 3-5 business days to fulfill your order. Once your order is made, checked for final quality and packaged, we personally drop off your order with Canada Post for delivery.

When volume is high, bracelets can take 8-10 days to be fulfilled. There will be a note on our shop during these times. If your order requires clarifications or customizations, this can also cause order delay. We try to contact you as soon as we can if we need more information.

If your order does not need to be made, orders will be fulfilled within 1-3 business days.

See Shipping section for estimated delivery times.

We try to provide all necessary information in the description below each product. Most are mainly made up of metals, aluminum or alloy. Unless stated, our products are not guaranteed to be nickel or lead free.

Preserve the color and shine of your Hearts & Krafts pieces by avoiding moisture and lotions on the metal components. Plating and finishes can fade from wear and tear. Although Hearts & Krafts pieces are worn to test out the endurance of each piece, we cannot guarantee reactions to all skin types or activities. Please wear with care.

All Hearts & Krafts orders are final sale. We will happily work with you if there are issues with your order and can offer exchanges or replacements for damaged product (within 3 months of original purchase) on a case-by-case basis. 

 

 

Shipping

We currently ship all packages with Canada Post. We ship standard mail in Canada and light package air mail every where else. and Canada Post gives the following quotes that are estimates but not guarantees:

Ontario: 2-4 business days

Canada: 3-7 business days

US: 7-14 business days

International: 7-14 business days

Business days do not include the weekend or Canadian holidays and when your order is shipped on a Friday, it generally means your package is being processed on the Monday.

Because we cannot get guaranteed shipping dates, we do ask that you give up to 3 weeks from the date of your shipping email. We are currently looking for better options as to avoid delays. 

We will help you investigate any delayed packages and resolve any issues on a case by case basis.

Tracking numbers are not offered with standard mailing options or free shipping for US orders. Please choose priority shipping for tracking numbers.

Depending on the volume of orders and location of delivery, we will have to assess any special rush orders on a case by case basis. Please acknowledge that these cannot be guaranteed.

Service

We offer Gift Wrapping services. Option is available at checkout. 

Discounts and Promotions

Our customers mean the world to us so we’re always trying to find ways to treat them with a special sweet deal or offer. The best way to find out about these will be via Instagram.com/heartsandkrafts and Facebook.com/heartsandkrafts. If you don’t see anything listed on our shop or social media channels, we likely don’t have a promotion scheduled.

Promo codes can be entered after  the payment details screen (ie. Paypal). Only one promo code can be used per order.

Please note that items purchase during a sale are not eligible for exchange or refund. 

All sale effective dates are based on Eastern Standard Time.

Unfortunately, sale prices cannot be applied to orders before or after the effective sale date. But do continue to check our social media channels for great savings in the future :) 

Contact

We love hearing from you and we try to answer emails as quick as possible but sometimes this is not always possible. We ask that you give us 48 hours to respond to your question and to check this FAQ whenever possible. We do our best to respond Monday - Friday 9:00 AM  - 7:00 PM (Eastern time)

Is there a burning question that we’ve missed? Please fill out our contact form. We’ll try to keep our FAQ as updated as time goes on.  Thanks so much, Jocelyn