General online shopping reminder: just because something is in your cart doesn’t hold it for you. ♥️ 

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. If it is a customized order or has specific order requirements, this may vary.
  • 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. 
  • The 14 Day Credit/Exchange policy is effective the day your order is fulfilled 

Shipping Policy

  • All items are shipped by Canada Post in Surrey, BC.
  • Order will be shipped within 5 business days of order. *This only applies to readily available items, not custom pieces*
  • We cannot guarantee delivery date so please order with ample time, especially during the holiday season.
  • Shipping fees are non refundable once they have been paid 
  • The Heart is not responsible for lost in mail items should you decide to have your order shipped 
  • If you have taken advantage of free shipping and need to return the item for in-store credit/ exchange, you are responsible for shipping costs on the return.

Care Instructions

  • Please follow care instructions of each individual item.
  • Drinkware with vinyl art or paint are hand wash only.
  • ALL MASKS must be handwashed desperately 2X for color run off

Store Credit/Exchange Policy

  • Please e-mail to initiate a return/ exchange
  • Exchanges/ Store Credit are available up to 14 days after purchasing a product.
  • Items must be in the condition received with the tags attached.
  • ALL SALE ITEMS (Discounted items), Bath and Body (including tools) products, straws, all drinkware, hair accessories, hats, sunglasses cannot be returned. They are final sale. 
  • Toques and hats are a final sale once they have left the store.
  • Items sold in warehouse sales are FINAL sale. No credits or exchanges 
  • Face masks are final sale- no exceptions

Store Credit/ Exchange Policy Continued for Shipped Items:

*All of the above applies and:

  • Shipping returns are at the cost of the customer.
  • Shipping returns must be sent to #4 5723 176 Street Surrey BC V3S 4C9. We ask that you send us an email the date of shipment (must be within 14 days of your shipment being sent initially).
  • we recommend using tracked shipments when doing returns
  • The Heart is not responsible for items lost in mail
  • A Gift card will be emailed to you for the returned product once it has been inspected and meets return policy requirements 
  • In the event of an error by The Heart Cloverdale, refunds will be processed. Should this process apply to you, please allow time for the refund to commence and show. There is often some processing time before a refund is posted. If you have contacted your bank/PayPal/credit card company first, and still don’t see your refund, then please contact us at
  • Shipping charges are non-refundable.
  • Exchanges may not always be available as we can only exchange what we have in stock.
  • Sale or discounted items are final sale