Refunds, Returns, and Order Issues – Our Policy
Please see the details below for our policy on handling any issues with your order. We only accept returns for 30 days after your order date – we cannot offer refunds or accept returns after this date (unless your order is late – see below)
Damaged or Incorrect Products Received
If your order is damaged or defective, a product is missing, or you receive the wrong item, please email contact@printedheron.com with photos if possible. We will send a replacement if possible or work with you to make it right.
Please provide your name and order number if possible to help us find your order.
Delivery Issues
If your order is marked as delivered but you haven’t received it, please contact the carrier as quickly as possible. For USPS (United States domestic orders) – Your local post office can work with the mail carrier to find packages delivered to the wrong address. This is typically the fastest way to find the order. For other countries, please contact the local mail service.
If the carrier is unable to assist you, please contact us. We handle these situations on a case by case basis which depends on the order value and shipping insurance. We may need additional information from you to process insurance claims on more expensive orders.
Late Orders: USA and Canada
Please contact us and we can help interpret shipping tracking information (USPS often has issues with tracking updates). We may ask you to wait up to one week for the carrier to find the package.
If you order is late you must notify us within 60 days. For orders up to $100 we will send a replacement or issue a refund. For larger orders, we will file an insurance claim on the package and issue a refund when the claim is approved. USPS requires a 20 day wait to file claims for domestic orders and a 40 day wait for international orders, so please be patient. Please respond to all questions for additional information on shipping insurance claims.
Late Orders: International
Unfortunately international shipping has become significantly less reliable since the COVID pandemic. Most packages arrive in 2-3 weeks, but delays of several weeks can happen.
If you order is late you must notify us within 90 days. For orders under $100 we will issue a refund if your order is over 40 days late. For larger orders, we will file an insurance claim and issue a refund when the claim is approved. Please respond to all questions for additional information on shipping insurance claims.
Returns
We do not accept returns of custom or personalized products, downloadable files, grab bags, clearance items, or promotional gifts.
To return an item:
- Contact us within 30 days of the order using the contact form on this site
- Provide your name and order number if available (we must be be able to identify your order)
- We will provide you with the shipping address if your return is approved
- We ask that you pay for return shipping (this helps us keep prices down)
- Products must be in new condition. Ink pads must be in sealed packaging.
- A refund will be issued after the product is received.
Refunds
Refunds will be returned to the original method of payment used for the order. All refunds must also be issued on the platform you ordered – for example, a product ordered on Etsy will be refunded through Etsy rather than this website.
Refunds may take several days to appear in your account or statement. This is due to bank processing times and beyond our control.
Need Help?
If you need assistance, please use the contact page to send us a message. We will reply by email as quickly as possible.