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FAQ

Please take a look at most of our commonly asked questions and their answers below.

orders


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 hope you love your American Heirloom product.  As you may already know most of our work is made to order and custom to your specifications.  It is for this reason that we do not offer refunds for state custom cutting boards.

We consider other returns and exchanges on a case by case basis for our non custom work, such as cake stands and hardwood cutting boards.  We want you to be happy and will do our best to resolve any issues.  We will return items for store credit.  These case by case exchanges will 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.  These gift notes will be included on our packing slips.

Do you ship internationally?

We do ship overseas and our shipping rate is calculated based on item size and weight. You can review overseas shipping options while checking out.

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