📍 Package Tracking & Delivery Guidelines

Once your order leaves my studio, tracking and managing your delivery becomes the customer's responsibility using the information provided in your shipping email.

🔍 How to Track Your Order

• Tracking Link: When your order ships, you will receive an email containing your official tracking number and direct tracking link.
• Detailed International Tracking: For the most accurate, real-time updates—especially once a package reaches your home country—we recommend pasting your tracking number into 17track.net.
• Local Carrier Info: On 17track, you will see the name of the local postal service handling your package once it arrives in your country.

⚠️ Important Carrier & Delay Rules

• Carrier Delays: Once a package is handed over to the postal service, transit delays are unfortunately completely outside of my control.
• Customs & Missed Deliveries: Please keep a close eye on your tracking link for customs hold alerts or missed delivery notices. If a package is left unclaimed and returned to my studio, the customer will be responsible for covering re-shipping costs.
• Support Inquiries: Because I manage all fulfillment alone, I am unable to answer emails or DMs asking for status updates on packages already in transit. If your package is delayed or held by customs, please contact your local postal service directly using your tracking number.

For full details on returned mail and refunds, please review our Shipping & Refund Policy.

A pre-order means you are purchasing an item that is not currently in stock. Pre-ordered items are manufactured on-demand after orders are placed.

Why Pre-Order?

• Guaranteed Item: You secure your item before official release day without worrying about it selling out.
• Funding the Art: Your pre-order directly helps fund the manufacturing process for new merch designs!
• Bonus Freebies: As a thank you for your patience and for helping fund production, every pre-order package includes exclusive freebies! ✨

⏳ Production & Shipping Timeline

Because pre-order items must be manufactured, shipped to my studio, quality-checked, and hand-packed by me, shipping takes several weeks longer than standard orders.

• No Exact Delivery Dates: Manufacturing delays, shipping times, and customs clearance can fluctuate unexpectedly. Exact delivery dates cannot be guaranteed.
• Order Preparation: Once items arrive at my studio, I hand-pack and ship every single pre-order one by one.

📍 Where to Track Production Updates

To keep everything organized and focus my time on packing your orders, I do not answer individual emails or DMs requesting pre-order status updates.

Instead, you can find live progress updates at any time in these places:

1. Store Updates Page: Check the Updates Page I placed in the header on this page.
2. Instagram: Check the Pre-Order Highlights on my Instagram profile (@HeavenRose.Art).

📦 Shipping Policy & Expectations

Thank you so much for supporting my small shop! Please check these shipping policies before purchasing:

💸 US Customers Note: Due to the new import policies in the US, I had to increase 15% the base price of all items. But that means import costs, customs fees, and duties for US deliveries are already included in the item price, so you won't face extra surprise fees upon delivery!

📦 If you purchase prints or paper-based items alongside acrylic items (like keychains/charms), your order will be split and sent in two separate packages.
This protects paper goods from getting damaged during transit by heavier acrylic pieces. (I opted for separate packages rather than shipping boxes to ensure maximum safety for your artwork while managing my limited storage space!)

💦 I hand-pack and manage every order myself. Because this is a one-person indie shop, not a massive fulfillment center, please review the timeline below before you place your order.

⏱️ Order Preparation & Processing

• Standard Processing Time: 1–2 weeks. Because I personally package every order and manage freelance projects/conventions, orders require time to be safely prepared and handed off to the post office.
  
• Convention & Travel Delays: Processing times may occasionally be extended when I am traveling to attend art conventions or working on freelance deadlines.
  
• Ordering for Birthdays or Holidays? Please place your order at least 2 months in advance (especially for US and international orders). If you are in an urgent rush, I strongly recommend holding off on placing an order.
  

🚚 Estimated Delivery Times

Estimated transit times begin after your package has been handed over to the post office:

• 🇪🇸 Spain (Home Country): 3–5 business days
  
• 🇪🇺 Europe: 1–2 weeks
  
• 🌎 Americas & International: 3–4 weeks
  

📧 Order Tracking & Communications

You will receive two emails regarding your order:

1. Order Confirmation: Sent immediately after a successful checkout.
   
2. Shipping Confirmation: Sent as soon as your package ships, containing your tracking number.
   

⚡ Express Shipping Options

• Default Method: All orders are shipped via Standard Shipping by default. Express shipping is disabled for now.
  
• Special Requests: If you urgently require expedited shipping, please contact me immediately before or right after placing your order to see if special express arrangements can be accommodated.
  

💸 Refund Policy

Full refunds are strictly reserved for the following three situations:

1. Unshipped Orders: Your package has not yet been shipped.
2. Lost Packages: Your package has been lost in transit for months (the tracking link has expired and delivery has not occurred).
3. Pre-Order Exceptions: Your shipped order does not include pre-ordered items.

Note on Partial Refunds: Partial refunds apply only to returned orders where the total items' value is greater than $50.

📬 Unclaimed Packages & Returned Mail

I always provide the postal carrier with your email address and phone number so they can reach you if you miss a delivery or if customs requires action. If a package is held, unclaimed, or returned to me:

1. Email Notification: Once the package physically arrives back at my studio, I will email you immediately to arrange a re-shipment or a partial refund.
2. Re-Shipping Fees: Costs for sending the package a second time must be covered by the customer.
3. Returned Order Refunds: If you choose a refund instead of re-shipping, I can refund the item price only (shipping costs are non-refundable). Refunds are only processed after the physical package has returned to me.
4. 2-Week Response Window: Please respond to my email within 14 days. If I do not hear back within 2 weeks:The order will be considered abandoned, and items will be returned to store stock.I am unable to offer a second re-shipment attempt or a refund once this period passes, especially if items sell out.

🛡️ Damaged Packages & Transit Issues

While transit issues are rare, please review my protocol if your order arrives damaged:

• Report Window: Any damage must be reported within 48 hours of delivery.
• Proof Required: You must provide clear photos of the damaged items and the exterior of the shipping box/envelope showing the shipping label.
• Resolution: If a product is verified as damaged upon arrival, I will arrange a free replacement shipment of the affected items. Alternatively, I can offer a store credit/discount code of the same value for your next purchase.
• No Direct Refunds: Please note that according to consumer law, my primary resolution for transit damage is product replacement or store credit. Monetary refunds are not issued for items damaged during shipping if a replacement is available.