Shipping policy

Shipping Policy

Order Processing & Shipping Times

At Heart Dive Shop, we work with a print-on-demand fulfillment partner (Printful) to create and ship your orders. This means each product is made to order, which helps reduce waste but also affects fulfillment times.

  • Order Fulfillment: 2-7 business days before shipping.
  • Estimated Shipping Times:
    • USA: 3-4 business days
    • International: 5-15 business days

Note: These are estimates and actual delivery times may vary based on location, carrier, and customs delays.

Shipping Costs & Tracking

  • Shipping costs are calculated at checkout and depend on the destination and product type.
  • Once your order ships, you’ll receive an email confirmation with a tracking number.

📌 How do I track my order?

  • Use the tracking link provided in your email. If you need help, contact us at hello@heartdive.org.

International Orders & Customs

  • Customs Fees & Import Taxes: Some countries charge additional customs fees, which are the responsibility of the customer.
  • Delivery Delays: International orders may experience unexpected delays due to customs processing.
  • Provide a Valid Phone Number: This helps ensure smooth delivery in case your local postal service needs to contact you.

Lost, Stolen, or Delayed Packages

If your package hasn't arrived within the expected timeframe, follow these steps before reaching out:

✅ Check your shipping confirmation email for tracking details.
✅ Contact your local post office to check if they’re holding the package.
✅ Ask your neighbors in case it was delivered to the wrong address.

📌 If your package is marked as "delivered" but you didn’t receive it:

  • First, check with your local post office or carrier.
  • If they confirm the package is lost, contact us at hello@heartdive.org.

We are not responsible for lost or stolen packages once marked as delivered.

Damaged, Incorrect, or Defective Items

We stand by the quality of our products, but if you receive a damaged, misprinted, or incorrect item, please reach out within 7 days of receiving your order.

📩 How to report an issue:

  1. Email us at hello@heartdive.org.
  2. Include your order number and clear photos of the issue.
  3. We will review your request and offer a replacement or refund if applicable.

💡 Important Note:

  • Some garment items may have a temporary vinegar smell due to the printing process. This disappears after washing.
  • Light discoloration or residue marks are normal and will wash out in the first cycle.

Returns, Refunds & Exchanges

  • We do not accept returns or exchanges as each item is made to order.
  • Refunds are only issued for damaged, defective, or incorrect items.
  • Size exchanges are not available, so please check the size chart before ordering.

If you have an issue with your order, reach out to us within 7 days at hello@heartdive.org.

Additional Questions?

If you need help with your order, contact us at hello@heartdive.org. We’re happy to assist!