FAQ

Last updated: September 8, 2026

Find answers to common questions about custom orders, processing, shipping, returns, tracking, and more.

Orders & Changes

Can I make changes to my order?

Order changes or cancellations must be requested within 6 hours of placing your order. Once production has begun, custom and personalized orders cannot be changed or canceled.

Can I cancel a custom order?

Custom and personalized orders may be canceled only before production begins and within the 6-hour change or cancellation window. Once production has started, the order is considered final.

What happens if I entered the wrong spelling, size, color, or personalization?

Please review all customization details carefully before submitting your order. If an error was submitted or approved by the customer, a remake or reorder may require an additional charge.

Custom Orders

Do you offer custom orders for businesses, churches, teams, or events?

Yes. We create custom products for businesses, churches, teams, family reunions, events, organizations, and other groups.

How long do custom orders take to process?

Most custom and personalized orders are processed within 5–7 business days before shipment. Larger or more complex orders may require additional production time.

Can I send my own logo, photo, or design?

Yes. You may provide your own artwork, logo, photo, or design for a custom order. You must own the material or have permission to use it.

Will my finished product look exactly like the mockup?

Mockups and screen previews are provided as a reference. Colors, placement, proportions, materials, print appearance, and other details may vary slightly due to production methods, screen settings, and normal manufacturing differences.

Shipping & Delivery

How long does shipping take?

Shipping time begins after your order has completed processing. Delivery times vary based on carrier, destination, shipping method, weather, holidays, customs, and other factors outside our control.

Which carriers do you use?

We currently ship using USPS, UPS, and FedEx.

How do I track my order?

Once your order ships, you will receive a shipment confirmation email with your tracking number. Tracking updates may take some time to appear after the carrier receives the package.

Where do you ship?

We currently ship to the United States, Puerto Rico, Canada, and Mexico.

Do you ship to P.O. Boxes?

Yes, when the selected carrier and shipping service support delivery to a P.O. Box.

Will I have to pay customs fees?

Orders shipped to Canada or Mexico may be subject to customs duties, taxes, or import fees. These charges are the responsibility of the customer unless otherwise stated.

What if my package is delayed or missing?

If your package appears delayed, missing, or has not received a tracking update for an extended period, contact us with your order number and we will help you determine the next steps.

Returns, Remakes & Reorders

Do you accept returns or exchanges?

No. Because all of our products are custom, personalized, or made to order, we do not accept traditional returns or exchanges.

What happens if there is an error with my order?

If the error was caused by HeartKingdom LLC or one of our suppliers, we will correct the issue at no additional product cost. If the error was submitted or approved by the customer, a remake or reorder may require an additional charge.

What if my item arrives damaged or defective?

Please contact us within 24 hours of delivery. Photos of the item and packaging are helpful when available, but they are not always required.

Who pays return shipping?

Customers are responsible for return shipping unless HeartKingdom LLC determines that the issue was caused by us or one of our suppliers.

Are shipping charges refundable?

Original shipping charges are non-refundable unless the issue was caused by HeartKingdom LLC or one of our suppliers.

Payments & Pricing

When am I charged for my order?

Your selected payment method is charged at checkout for the total amount shown, including applicable taxes, shipping, and other charges.

Can prices change?

Yes. Prices, promotions, and product information may change from time to time. We also reserve the right to correct pricing or listing errors.

Can discount codes be combined?

Unless otherwise stated, promotions and discount codes may not be combined.

Customer Service

How long does it take to receive a response?

Most messages are answered within 1–2 business days.

How can I contact you?

Email us at info@shopheartkingdom.com or visit our Contact page.