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Exchange Policy


In Store Pick Up Policy 

  • If you select in store pick up you will be notified by e-mail when your order is ready up to a maximum of three business days. On typical days our orders are ready in 3 hours or less if placed during shop hours. If it is a customized order or has specific order requirements, this may vary. This does not include any of our mugs as they are made to order. 
  • Pick up location is located at THE HEART (#4 5723 176 Street, Surrey)
  • All orders must be picked up within 30 days of placing your online order. If your item us not picked up it will be donated. 
  • Please take the time to review your purchase before leaving the store to ensure your order is correct. 


Returns & Exchanges | In- Store Purchases (&Online orders for in-store pick up)

All eligible product for in-store purchases can be returned to the store for a in-store credit/exchange (we do not offer refunds) in store within 14 days from your purchase.

For all returns or exchanges:
- Items must not be washed, worn or damaged.
- All original tags must be attached.
- You must present a valid receipt. We are unable to process a store credit without a receipt.

The following items are final sale and not eligible for a store credit or exchange:
- All discounted or on sale product
- Custom mugs
- Boxes & Gift Sets
- Face Masks
- Earrings
- All body and bath products

Returns & Exchanges | Online Purchases (For Shipping)

All eligible product for Online purchases can be returned to the store for a in-store credit/exchange (we do not offer refunds) in store within 10 days from order delivery date provided by Canada Post (or 14 days from original order date, whichever is longer)

For all returns or exchanges:
- Items must not be washed, worn or damaged.
- All original tags must be attached.
- You must present a valid receipt. We are unable to process a store credit without a receipt.

The following items are final sale and not eligible for a store credit or exchange:
- All discounted or on sale product
- Custom mugs
- Boxes & Gift Sets
- Face Masks
- Earrings
- All body and bath products

Process for returning online orders:

1.) Online orders can be returned for store credit within 10 days of delivery date provided by Canada Post (or 14 days from original order date, whichever is longer). You can return the item
by visiting us in store or mailing it (at the customers cost) to us: 4 5723 176 Street Surrey BC V3S4C9. We highly recommend you select to have a tracked shipment as we are not responsible for lost in mail packages.
Once your product has been inspected and meets the above criteria, we will email you an in-store credit.

Questions? Email us at contact@theheartcloverdale.com