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Shipping / Return Policy

Processing Times:
  • Most in-stock orders are processed, packed and ready for shipping the same or next business day after receiving the order. Exceptions to the shipping dates are noted on the product pages.

Where We Ship To:
  • 48 Contiguous United States
  • Sorry, at this time we do not ship to Alaska, Hawaii, or APO/FPO locations

Shipping Method/Delivery Times:
  • Every effort is made to deliver packages as quickly as possible, which is why USPS Priority Mail is our chosen provider. Most merchandise is delivered within 2-3 business days after processing the order. These are approximate timelines since USPS does not guarantee shipment times.
  • Heavier items or large boxes may ship through UPS, FedEx, or Parcel Select. Once the order is processed, shipping times with UPS, FedEx, and USPS Parcel Select are generally between 3-7 business days, depending on the location.
  • If you need to rush an order, please contact us and we will make every effort to accommodate your request.
  • Orders placed on a Saturday, Sunday, or holiday will be processed the next business day.
  • Some personalized and custom stone or bench orders may take up to 3 weeks before shipping. Please refer to product page for specific shipping details.

Shipping Addresses:
  • Please double check all shipping addresses. If an order is returned to us because of an incorrect/insufficient shipping address, buyer will be refunded the cost of the product, less shipping charges. If the buyer wishes to reship the item, additional shipping charges will apply.

Shipping Order to a Different Address:
  • If you would like to place an order and ship it to an address that is different than the billing address, please enter that address in the Shipping Information section during check out. No billing information will be included with the item. Gift note messages are available for most items.

Split Shipments:
  • Orders that contain both items from our inventory and items that are sent directly from the manufacturer will be sent to the customer in separate shipments.

Order Cancellation:
  • You may cancel your order before it has been shipped and receive a full credit. Exception: custom orders can not be cancelled once they have been processed.
  • If your order has already shipped, it cannot be cancelled. Please follow the Return Policy.

Return Policy:

Customer satisfaction is our number one priority. If for any reason you are not satisfied with the product, Heart to Heart Sympathy Gifts will offer an exchange or full refund (less shipping charges) within 30 days of order. Please observe the following procedures:

  • You must notify us within 30 days by email ( or by phone (1-866-925-1998) prior to returning the merchandise. Since we have several different warehouse locations we will provide you with the proper return address for your product.
  • All returns must be in new condition and in original packaging with packing slip enclosed. Your order number and name must be included.
  • Buyer is responsible for return shipping charges. For your security, returns should be made through a carrier that offers insurance. Heart to Heart Sympathy Gifts is not responsible for lost or damaged items in transit.
  • Free Shipping Specials: If you return an item that had free shipping included, the actual shipping costs will be deducted from your refund.
  • All requests for refunds due to damaged/defective products must be made within 10 days of order.
  • Personalized items cannot be returned for a refund

The shipping return address for most inventory products is:

Heart to Heart Sympathy Gifts (YOUR ORDER NUMBER)
260 N Lake Shore Way
Lake Alfred, FL 33850

Returning Incorrect Items:

  • We strive for 100% order accuracy but occasionally we may make a mistake. If you received the wrong item or are missing an item, please notify us within 5 days so we may resolve the problem.

Problems, Questions, Concerns:
If you have any questions regarding our policies or an order, please contact us.
Email is the best method to reach us. We check our emails frequently throughout the day and should respond that day or the next business day.