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FAQ

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

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 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.

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