Shipping

At Heirloom, we believe your memories are precious — and we work diligently to ensure your Video Book arrives safely and as quickly as possible. This Shipping Policy explains how orders are processed, estimated delivery times, shipping options, tracking, and what to do in case of shipping issues.

Order Processing

• We process orders within 2–3 business days after payment confirmation (excluding weekends and holidays). If your order contains a custom cover, we typically need 5–7 business days to process the order.
• Once your order is processed, you will receive a confirmation email with a tracking number.

Domestic Shipping (United States)

* Delivery times are estimates and begin from the date of shipping, not from the date of purchase.

International Shipping

• We ship to almost every location globally.
• Deliveries may take 10-25 business days, depending on your country and customs procedures.

Shipping Costs

• Shipping cost is calculated at checkout based on destination, weight, and shipping method.
• Free standard shipping promotions may apply during special campaigns — see the promotional details at checkout.

Order Tracking

• You will receive tracking information via email once your order is shipped
• Please allow 24-48 hours for the tracking status to update. If there are any major delays, contact us at help@sendheirloom.com

Damaged, Lost or Incorrect Shipments

• We inspect all orders before shipment. However, if your order arrives damaged, incomplete, or incorrect, notify us within 7 calendar days of receipt.
• Please provide photos of any damage. We’ll replace or correct the order at no additional cost.
• If your package is lost in transit, we’ll work with the carrier to resolve the issue.

Contact for Shipping Matters

If you have any questions about your shipment, delivery date, or issues during transit, please contact our customer support at help@sendheirloom.com. Include your order number, and we’ll respond within 24 business hours.