Frequently Asked Questions

Have a question? Read below to see if any of these are what you are looking for:

Do you have a Guarantee?

Heartsmith guarantees that you will be thrilled with your purchase or you may exchange or return standard stock items, that are not engraved, for a full refund, less shipping. Items must be returned within 30 days. Please shop with confidence.

Do you gift wrap?

Since many of our items are given as gifts, and to make your life easier, Heartsmith supplies a free presentation box for all our items, with a beautiful gold foil label so they arrive ready to give. If there are any additional instructions, please leave them in the text entry box on the order form and we will attempt to honor them. If we have any questions, we will contact you.

Is my information safe online?

Heartsmith uses a Secure Server where you may use your credit cards safely and confidently. We accept Visa, MasterCard, Discover and American Express. If you prefer to use a check, send it to the address below, and please allow sufficient time for it to clear before your order is shipped (10 days or more). We also accept postal money orders.

Is there a Customer Service person who can help me with my engraving questions?

Heartsmith prides itself on individual attention to our customers, so if you have any questions regarding a product or service, please contact us via email or phone and we will help you as quickly as possible.

Can I return an engraved item?

We regret we cannot accept engraved items as a return, unless there is a mistake in the engraving that was our fault.

How do I return an item?

If you have an item that needs to be returned (it happens) please send it back to us in the original packaging, with insurance if necessary. Please return items within 30 days. Delivery confirmation is reccomended if you want to know when it arrives here. We cannot be responsible for lost or damaged packages enroute to us. Please send returns to the address below. We will process returns as soon as possible and credit your original method of payment, less shipping. You will receive an email confirmation of the credit process.

Return Address: Heartsmith Returns 1639 Richmond Rd, Staten Island, NY 10304

Can I return a special order?

Some of our items are special order only. Generally the Charles Green lockets. We require a 50% deposit on these items at the time of the initial order. The balance will be charged just before we ship. We regret we cannot accept returns on these special orders.

Do you ship to my country?

Put your item into the shopping cart and enter your address. All the countries we presently ship to are listed on the drop down menu as you put in the address. If you can’ t find it, then we probably don’t ship to your area. If you still have questions email us.

What are my choices in shipping?

Same Day Shipping

Orders that are received before 12pm EST on weekdays are usually shipped the same day if they do not have engraving. Occasionally fulfilling an order needs several days. We will let you know by email if it will take more than 3 days to ship out. Please look for any emails from us.

US Priority Mail & First Class Mail

These take 2-5 days to most US destinations. We ship from New Jersey so you can expect delivery from the East Coast over to Chicago in 1-2 days. 3-5 days to the rest of the country

Express Mail is also offered, which will deliver the next day(in most cases) to most US destinations. Express Mail Items that are heavier than the limit of 8oz. will be charged an additional after the order is processed . (Sometimes multiple items weigh in more than 8oz).

International Orders

We ship to many countries. Please check the list in the shopping cart for destinations and pricing info. Generally prices for packages sent via First Class International (through the U.S. Postal Service) are $21.00-$24.00 depending on weight. However the package can take anywhere from 4-15 days to arrive. Duty for items shipped this way are charged by your local customs office at delivery time.

**PLEASE NOTE: If you are in need of items in a hurry, International Federal Express is the best option. Rates will be quoted before an order is shipped, being aprox $30-75.00. FEDEX brokers their own duty and will collect it from you when the package is delivered. DUTY FOR ITEMS SHIPPED VIA US MAIL IS CHARGED BY YOUR LOCAL CUSTOMS OFFICES AT DELIVERY TIME

Contact Us

Please have your invoice number available so we may help you faster.

E-mail: Please click here to contact us via email
Phone: weekdays 9:00am-6pm EST Toll Free 1(888)501-8777
Return Address: Heartsmith Returns  1639 Richmond Road Staten Island, NY 10304