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FAQ

We want you to be happy first and foremost. Please let us know how we can help –

other questions

orders

custom orders

brand collaboration


other questions

Is my information secure?

Any information we collect from you is for the sole purpose of processing your order. It will not be sold, exchanged, or otherwise disclosed to anyone. To access, update, or change your personal information, log into your AHeirloom account and modify your information. We employ industry-accepted standards in protecting your personal information during its transmission on aheirloom.com We utilize SSL [Secure Socket Layer] technology to protect your sensitive information on AHeirloom during its transmission.

Do I need a PayPal account to pay with PayPal? What payment methods do you accept?

No, non-PayPal members can pay with their credit card via the PayPal interface without an account. Just look for a link to pay without logging in.

Why am I taken to a third party site for payment of my order?

We value our customer’s security. Rather than host credit card processing or sensitive data transmission through our own site, we’ve decided to partner with PayPal, Google, and Authorize.net to provide our customers with the most secure checkout process possible. We DO NOT store credit card information in our databases, nor is any sensitive card holder data processed through our site at any point in the transaction. To comply with PCI Compliance standards, the trusted names of PayPal, Google, and Authorize.net handle all steps in the transaction process directly on their sites, including payment data collection and data submission. Our customers can rest assured that their transaction is safe and secure.

Do you do corporate gifts?

Yes, our products make wonderful corporate gifts and we love doing large quantities. Please email us at amy@aheirloom.com for more information about corporate gift options. Please be in touch for pricing on bulk orders, there are discounts.

Do you do wholesale orders?

We are wholesaling to a select range of stores across the USA. Please email us at wholesale@aheirloom.com for more details. We would be thrilled to have your shop in our retail family.

Do you have a physical store?

We don’t have a storefront, but we plan on selling at various locations across the country, please take a look at out - , check our facebook page for details or subscribe to our newsletter.

My plastic feet came off my board?

The plastic bumpers on your board are not permanent. If they do fall off you can add a bit of glue and attach them again. We are also happy to send new feet out on a case by case basis.

Why doesn’t my order come with a printed invoice?

We’d like to save some trees by eliminating a paper invoice with your order, however, if you would like one included, please let us know. All orders are confirmed with an email invoice.

Who does your photography and packaging?

Our photography is done by Whitney Ott, Alyssa Kirsten Photography and by Matt Novak. All graphic design work is done by the talented folks at Aeolidia and Meg Lewis of Ghostly Ferns. We are happy to send out their details, just let us know!

orders

When will I get my order?

Items usually ship 12 business days from receipt. When placing an order, please use an email address you check frequently so that we can contact you if we have questions about your order. We try to get your order out as quickly as we can! promise!

How do you ship?

We ship by USPS Priority mail for single orders and UPS Ground for orders over two items, we plan on offering more carriers in the future -- we charge a flat rate per order which includes our shipping material costs and the pricing for your location and the weight of the items.

Can I have my order rushed?

Unfortunately, due to demand and the process for production we do not offer an expedited service at the moment. We hope to offer this in the future.

How can I track my order?

We email tracking information when your shipping label is processed. Please note that the tracking number does not update or show up immediately on the USPS website.

What if my package gets lost or arrives damaged?

We are NOT responsible for items lost or damaged during delivery. We will decide about replacements on a case by case basis.

How do I send you a question about my order?

Please email us as at info@aheirloom.com
We respond to emails Monday-Friday, excluding holidays. If you email us over the weekend, we will respond to you the following Monday.

What about returns and refunds?

We do not offer refunds for custom cutting boards, as each is made to order. We consider other returns and exchanges on a case by case basis. We want you to be happy and will do our best to resolve any issues. Refunds for returns exclude the original shipping costs. We will email you the new shipping costs for exchanges.

Do you gift wrap?

Sadly, we cannot offer gift wrapping at this time, but we do offer a lovely logo boxes, designed for shipping. If you would like a look at this beautiful box, take a look at any of our cutting board listings. Please note, if you would like to keep your present a secret, please email us about using another style of box.

Can I include a gift card with my order?

Absolutely! Please add your note in the gift note section at checkout. We ask that you limit your message to 150 words.

Do you ship internationally?

We do ship overseas and our shipping rate is calculated based on item size and weight. The starting price to the UK is $30.00 USPS priority mail.

custom orders

What if I forgot to add the location of my city or town on my order for the cutting board?

You may send us an email at info@aheirloom.com with your city or town location up to 2 days after your day of purchase. If you don’t indicate where you want your heart, star or house icon, the default is no heart, star, or house.

Can I have an extra heart, star or house icon on another town?

Absolutely! An extra Icon can be added here, Each additional icon is $5 a piece.

Can I have a custom board made of any landmass that I would like?

Certainly, we are happy to do most landmasses. We have a listing that can be purchased for custom work and have had great success meeting a great deal of our customers’ custom landmass requests.

brand collaboration

Do you collaborate or do custom productions?

We have a background in design, architecture, furniture making, manufacturing and digital fabrication and always are up for a challenge if time permits! If you are interested in collaborating with us or in our custom productions, please email us at

If you don’t see your question, email us at
info@aheirloom.com.