FAQs

1.Shipping

The tracking system shows that the package was delivered to its destination, but the buyer claims they did not receive the package.

We do not offer refunds or reprints for orders marked as delivered. Customers can contact their carrier (i.e., USPS/ UPS, DHL, etc.) for exact details on the delivery, including GPS location.

The tracking system shows no updated progress for too long.

We will process a refund if the tracking has not been updated for more than 2 weeks (for orders within the US).

Please note that Veteranhearts’s refund policy will not apply in the case of any force majeure event. We will provide official notice in this event.

The package was delivered to the incorrect address.

If the package has arrived at a location different from the recipient address, we will credit the base cost back to your wallet. Or, if the customer prefers, we will replace the item.

Please note that Veteranhearts’s refund policy will not apply in the case of any force majeure event. We will provide official notice in this event.

The package was returned to the sender because an invalid address was provided.

We do not offer replacements, refunds, or credits for invalid address entry.

The package was returned to its sender but the address was valid and correct.

We will be happy to replace and reship the order that was returned to its sender.

The post office provided a notice that the package was lost in the mail.

We will be happy to replace and reship the order that was lost in the mail.

2.Payments

You can select your preferred payment method at checkout.

  • We accept secure payments for both Local & International Customers via Credit Cards, Debit Cards & PayPal.

Note that additional exchange fee may apply if your currency is other than US dollars.

Your satisfaction is important for us. We offer a 30-day Return & Exchange Policy:

  • If a product gets defective or damaged – we offer 100% refund.
  • Timing: we have a 30-day Return & Exchange Policy, since the day item was received.
  • To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
  • For returns, please email support@veteranhearts.com with the subject ‘Returns’ and include your order number, name and the reason for the return.
  • We will provide you with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid “lost packages” situations.
  • Please note that customers are responsible for shipping costs of returned items.
  • When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
  • If the refund is approved, then it will be processed and a credit will automatically be applied to customer’s credit card or original payment method shortly after.

Orders placement

Here are the necessary steps:

1. Choose your sizing and color.

2. Click “Add to my cart”.

3. Simply check your cart out on the cart icon on the right upper conner of your device.

4. Everything will be straight forward from there such as: Contact Information/ Payment.

5. Emails and SMS(s) will be sent as a confirmation to your order

6. We will then prepare and ship your purchase ASAP

Our support team is always happy to guide you at any step!

International taxes

International taxes might be applied depending on your country’s taxes policy.

Customs duty is calculated as a percentage of the customs value of the goods:

The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

The customs value is made up of:

  • The price paid for the goods,
  • The insurance cost,
  • The shipping cost.

How can I check my order?

Please refer to the page Track My Order on our site and enter the Tracking Number which will be sent to you later on.

Please note that it can sometimes take up to 10 business days for your tracking information to start updating after your order has been shipped. Please don’t be alarmed, your order is on its way!

I want to cancel my order!
When you placed an order, you will have 12 hours to contact our Customer Service and request a Cancellation or Modification.

Please include all the detail concerning the order such as: order number, style, size and color. Then, specify the item you would like to Cancel or Modify. Email us and we will make ourselves useful.

After 12 hours, the production will be started so we apologize that the order is irrevocable

I have not received the Confirmation email!

Please double check your email in Spam and Junk, if you use Google Mail, please view the All Mail folder, it should be there.

Still cannot find it? Please do not panic, simply Contact Us, we will make everything right!

I’m not sure which size to choose!

No worries! We have included the Product Detail & Sizing in every product! You can refer to them to find the best size for you, we recommend to take a slow and careful measurements in order to acquire the best result!

I think my order is lost!

If your item was not arrived within 60 days, please Contact Us, we will help you track your item down!

Custom Charges

The value and shipping information is printed on a sticker on the outside of the package when your order is shipped. HOWEVER, duties and taxes are calculated and changed by customs officials in your country. As such, they are beyond our control. As the importer of record, you are responsible for duties, taxes and any other charges that your country chooses to impose for the import.

How much will customs charges be for my country?

As charges are individually assessed by your country’s officials upon import, we are unable to provide an estimate on how much you may be charged for customs. Charges vary from case to case. Instead, please try contacting the customs officials in your country to get a better idea of what the customs charges might be for your order.

I want to design myself!

That is a absolutely AMAZING idea! I would love to see you wearing your own design, just simply sent the designs over and we are happy to complete it for you!

Please Contact Us for further instruction!