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Returns and Exchanges
If you are not completely satisfied with your purchase or gift, simply return it within 30 days for an exchange or a refund of the cost of the item. Shipping costs cannot be refunded. Please enclose the packing slip or gift receipt and send the item to:
Heirlooms To Be 3279 Breckenridge Dr., Colorado Springs, CO 80906
Personalized and/or customized items can be returned only if they are defective or incorrect due to our error, so please double-check the order confirmation to be sure of your order specifications. If you wish to cancel a personalized or customized order, you may do so within 2 business days of placing the order.
On rare occasions, some items may be damaged during shipping. If that happens, please call or email us within 48 hours and follow the procedure below.
Call customer service toll free: 1-866-851-7280
Items Damaged During Shipping
If an item arrives damaged, it is the responsibility of the customer to notify the carrier and Heirlooms To Be (customerservice@heirloomstobe.com) within 48 hours of receipt. Heirlooms To Be cannot send replacement items or issue any type of store credit until a claim has been made with the shipper and the item has been picked up by the carrier for inspection.
Be sure to keep your purchase with the original packaging so that it can be repackaged and picked up by the shipper for inspection and insurance evaluation. Once Heirlooms To Be has been notified by the shipper that an evaluation has been performed, we will immediately replace the merchandise, provided that a replacement is available. If a replacement is not available, a full refund will be issued.
If for any reason a customer does not allow the carrier to pick up the damaged merchandise, this will prevent a claim from being processed and the customer will not be eligible for replacement merchandise or store credit. This also applies to customers who do not respond to the carrier phone calls in a timely manner to allow damaged items to be picked up. If the carrier makes three attempts to inspect the merchandise and the customer does not comply, we cannot issue a refund.
If merchandise is damaged within a customer's home after the item was delivered, the shipper and Heirlooms To Be cannot be held responsible.
For your convenience, the following are contact numbers for some of the shippers used by Heirlooms To Be:
FedEx: 1-800-463-3339
UPS: 1-800-742-5877
United StatesPostal Service: 1-800-275-8777
DHL: 1-800-225-5345
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