FREQUENTLY ASKED QUESTIONS
SHIPPING & DELIVERY
How long will it take to receive my order?
We custom make every shirt in-house after an order is placed. Please allow 3 to 5 days for your shirt(s) to be made before shipment. After your shirt(s) have been processed, approximate shipping times are as follows:
United States: Avg. 3 - 5 business days (after fulfillment).
United Kingdom: Avg. 8 - 12 business days (after fulfillment).
Australia: Avg. 12 - 15 business days (after fulfillment).
Rest of the world: Avg. 15 - 20 business days (after fulfillment).
Do you ship world wide?
Yes! If you have an address, we'll ship there - regardless of where you are in the world!
How much does shipping cost?
All orders over $50.00 are automatically eligible for free shipping. Orders below $50.00 are subject to shipping charges. Our shipping costs are typically very low and are calculated by three main factors:
The total weight of your order. Where your order is being sent to. How quickly you want to receive your order (i.e. standard or expedited). To find out exactly how much shipping might cost you, add a product to your cart and start the checkout process. Enter your shipping address and a rate will be calculated for you. You can then decide if you want to continue checking out.
How do I track the status of my order?
After your shirt(s) have been made and a shipping label has been created, a tracking code will automatically be sent to you via Facebook Messenger (if applicable) and email. You can then use that code to track exactly where your order stands.
How can I contact Heartbeat?
We're really easy to reach and typically respond within an hour of receiving any message (during our Pacific Time hours, 8:00AM to 11:59PM). You can also message us via email at, email@example.com.
What is your shirt material like?
All of our shirts are unisex sized and hand printed in California using new Direct To Garment (DTG) technology on extremely high quality 99% premium cotton and 1% poly-blend material. We use this fabric because it has an extremely soft feel, allows the shirts to form perfectly to different body sizes and only shrinks ever so slightly after a first wash and dry.
How should I wash and dry my shirt(s)?
Wash inside-out in a standard washer of your preferred setting. We recommend hang drying for best results, however the use of a regular dryer is just fine. Shrinking in our shirts is extremely minimal and our designs will not fade due to the quality of our prints.
Where can I find sizing information?
All of our sizing our measurements are in inches and apply to all of our t-shirts. "Chest" is the width across the shirt, where "height" is the vertical length of the shirt from top to bottom. To view our exact t-shirt specifications, check out our "Size Chart" page here. Additionally, brief sizing information is located directly to the right of every product page on our site.
Does Heartbeat offer collaboration, partnership or sponsorship opportunities?
Yes. We'd love to hear from you! Send us your inquiry to, firstname.lastname@example.org. If we're interested, we'll be in touch!
I placed an order. Why have I not received a tracking code yet?
This is normal - don't worry! Every order placed on our store is custom made in-house. A tracking code will not be sent right away. Please allow 3 to 5 days for us to complete your order. Once your shirt(s) have been made, a tracking code will automatically be sent to you via Facebook Messenger (if applicable) and email.
I entered the wrong shipping address on accident! What should I do?
Get in touch with us as soon as possible (preferably within 24 hours of ordering)! We try to ship every order out as soon as we can. If we have not yet shipped out your order, we can easily change the address for you. Contact us via Facebook Messenger or email us at, email@example.com.
I ordered the wrong size on accident! what should I do?
Get in touch with us as soon as possible (preferably within 24 hours of ordering)! We start making every shirt as soon as we can. If we have not started printing your shirt(s), we can easily switch out the size for you. Contact us via Facebook Messenger or email us at, firstname.lastname@example.org.
Do you have a storefront?
Not yet! As of right now, we are exclusively an online store. With that said, we are based in California and regularly setup pop-up shops.
Can I cancel my order?
Get in touch with us as soon as possible (preferably within 24 hours of ordering)! We try to make and ship every order as soon as we can. If we have not yet made or shipped out your order, then we can easily cancel your order for you. Contact us via Facebook Messenger or email us at, email@example.com.
RETURNS, REFUNDS & EXCHANGES
How do I return or exchange an item?
If you are in need of an exchange or return, please email firstname.lastname@example.org first to confirm the appropriate action to take.
Our policy lasts 30 days. If 30 days have gone by since the original purchase date, unfortunately we cannot offer you a return or exchange. Exchanges for a new size can be made once upon request. Returns or refunds can only be issued if you received wrong or damaged items.
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. Please contact us (email: email@example.com) for instruction on how to begin your refund or exchange. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
All orders of sale items are final.
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at, firstname.lastname@example.org. We will immediately issue you a refund within 1 to 2 business days.
My shirt doesn't fit. Can I exchange it for a new size?
No problem! If you need a new size, message us on Facebook or contact us at email@example.com. Our policy lasts 30 days. If 30 days have gone by since the original purchase date, unfortunately we cannot offer you an exchange. Exchanges for a new size can be made once upon request.
To be eligible for an exchange, your item must be unused and in the same condition that you received it. Please contact us (email: firstname.lastname@example.org) for instructions on how to begin your exchange.
My order never arrived! What should I do?
If you see a "delivery exception" on your tracking code or if you think your order has not arrived, don't stress! Your local post office may be behind on shipments. Allow 1 to 3 days to pass beyond the expected delivery date. If your order still has not shown up at your door, contact your local post office. They should be able to trace your order. If neither of those options work, contact us via Facebook messenger or email email@example.com and we will find out what happened and correct the situation for you.
I recieved a defective shirt.
We're so sorry to hear that! Send us pictures to verify the problem and notify us as soon as possible at firstname.lastname@example.org. We will send you a new shirt(s) with expedited shipping (at no cost to you)!