customer service

FAQs + Shipping

Questions? Please take a moment to review the frequently asked questions below. If you don't find your answer, please email us and we'll get back to you right away.

ORDERS

Questions regarding shipping timing, edits to existing orders and gift wrapping?

WHEN CAN I EXPECT MY ORDER?

- Orders are typically processed within 2-5 days of being placed, with an additional 2-7 days for transit. These times may vary during promotional events and holidays. 

- Orders for in-store pickup will be ready on the day you select at checkout, typically no later than 12pm. We cannot guarantee earlier pickup. Your order is not available for in-store pickup until you get an email confirmation that it is ready. 

- We want you to get your package as quickly as possible. Unfortunately, we do not have any control over your package once it is with the carrier. If you think transit time is abnormally long (7+ business days), please contact us.

CAN I CANCEL OR CHANGE MY ORDER?

There is a chance we can make changes to your order, depending on how long ago it was placed. Please contact us if you need to make a change to your order.

WHAT IF MY ORDER IS A GIFT?

Simply shop the $5 gift wrapping option, select your gift wrap color, add it to your cart and we’ll take it from there. Your items are likely to be wrapped all together unless you leave us a note indicating otherwise.

Orders will be shipped without price information and we will handwrite a gift note if you include one in the notes section.

SHIPPING

Questions regarding shipping, delivery issues and international shipping options?

HOW WILL MY ORDER BE SHIPPED?

We use USPS to ship most orders. Please keep this in mind when entering your shipping address, and double check that all your information is entered correctly.

If a packaged is returned, because of an address error, the customer will be responsible to pay for the package to be re-shipped.

CAN I SHIP TO MORE THAN ONE ADDRESS?

Each order can only be shipped to one address. Please place separate orders for each address if you have multiple.

CAN YOU SHIP TO A PO BOX?

Yes, but please double check your information is correct. 

TRACKING SAYS 'RETURNED TO SENDER', WHAT SHOULD I DO?

We ship to the exact address provided at checkout. We are not responsible for delays caused by the carrier or for lost orders submitted with incorrect shipping information. Additional fees may be incurred for packages that have to be re-shipped.

Please contact us with your order number, a description of the issue, and an alternative address if possible.

TRACKING SAYS 'DELIVERED' BUT I DON'T SEE IT?

All orders are shipped via USPS, but please note we do not have a working relationship with USPS. That being said, once our orders are taken to the Post Office, we have little control aside from tracking the package through the same means as linked in your shipping confirmation.

We do not control the route your package takes or the time it takes to be delivered. While nearly all packages arrive quickly and without issue, occasionally USPS does send your package on a little trip of it’s own. Understand that we are just as frustrated by this as you are and certainly would prefer to hand deliver every one of our orders if it were feasible, which it is not.

Therefore, once packages are turned over to USPS, the package ownership transfers to the customer. Heyday is not not responsible for package deliveries affected by an invalid or old address provided by the customer, natural occurrences, losses, holds, mis-delivery errors via carrier, air and ground transportation, delays or strikes, customs, or transfers from our U.S. carrier to the local carrier in the destination country. In the event an order is returned to us due to an error made when entering the shipping address at checkout, a fee may be assessed for re-shipping at our discretion.

We ask that you contact USPS for any issues that arise with the delivery of your order. If you have proceeded with contacting USPS and filing a missing package claim and still have not located your package, you can then reach out to us by email.

MY ITEMS ARRIVED DAMAGED, WHAT SHOULD I DO?

We take great care in packaging your merchandise with love so it arrives safely, but carriers can be rough with packages, resulting in damage. You MUST contact us within 5 business days of the package being delivered with photos and description(s) of the damaged item(s) and packaging.

Please provide as much information as possible so we can assist you as quickly and effectively as possible.

Please note photos of each of the damaged items are required for a refund or replacement to be considered.

WHY ISN'T MY WASHINGTON D.C. ADDRESS WORKING?

There are times our system doesn't accept certain addresses. Please email us if you have any trouble with your order and we'll take good care of you.

DO YOU SHIP INTERNATIONALLY?

As of now, we are only able to ship outside the U.S. and Canada on a case-by-case basis.

Please note that shipping internationally starts at a rate of $25 and up, depending on the items ordered. Please contact us with the item(s) you would like to order, your shipping address, and your phone number.

GIFT CARDS

Questions regarding online and in-store gift cards?

WHY WON'T MY IN-STORE GIFT CARD WORK?

You may only use an e-Gift Card for our online store. Physical gift cards are only valid in-store. If you would like to transfer your balance to a different gift card type, please contact us with your gift card number and how you’d like to transfer the balance.

Balance inquiries can be provided by email.

HOW DO I SEND AN E-GIFT CARD AS A GIFT?

Add the e-Gift Card to your cart and proceed to checkout as normal. For best processing, please enter your own email address and forward the e-Gift Card from there.

Once your purchase is complete you will receive a confirmation email with the gift card information that you can then forward to your recipient at any time and with any additional notes.

OTHER QUESTIONS?

Questions regarding new vendor information and donations?

WHO CAN I EMAIL ABOUT BECOMING A VENDOR?

Thanks for your interest in becoming a vender. Please email us your contact information with an overview of your business, product, and website. We'll get back to you as soon as possible.

WHO CAN I EMAIL ABOUT A DONATION REQUEST?

Please refer to our Heyday Giving Page for instructions on how to request a donation.