Pick up/ Shipping and Return Policies

 

How do “local pick ups” work?

Local Pick Up Policy:

If you shop online and select ‘Local Pick Up’ you will be notified by e-mail when your order is ready - up to a maximum of 3 business days (unless customization or a pre-order/made to order item is on your purchase).

Pick up location: TRULY Headquarters 106-17696 65A ave. Surrey, B.C. Parking can be limited as this is a light industrial area so please plan accordingly. This information will also be in your “ready for pick up” email. Do not visit until you have received this email (check your junk email). If you are sending someone to pick up your order for you, please provide them with the pick up email.

All orders must be picked up within 14 days of receiving your “ready for local pick up” notification. If you cannot pick up your item within this time, please contact us and we can arrange shipping. Any orders left past 30 days will be donated. 

Please take the time to review your purchase before leaving to ensure your order is correct. 

 

How does “shipping” online orders work?

Simply put the address you wish the package to be mailed to in the “shipping” address. You will either have the option to pay for shipping or it will be “free” if you’ve met the minimum order amount. Our online orders are typically shipped 1-3 business days.

 

How do returns work?

All eligible products (see exclusion list below) for a shop credit may be returned 14 days from delivery date notification or pick up notification. Returns are only via mail (at the customers expense) or drop off at our pick up location. We do not offer refunds or exchanges.

Returns via mail:

All eligible products from an online purchase can be returned for a shop credit. Please email us your tracking information within 10 days from the order delivery date provided by Canada Post or UPS. We do not offer refunds or exchanges.

You can return the products by mailing it back to us (at the customer’s expense). Our mailing address is: Attention: The Heart 102- 17750 56 Avenue Suite #520 Cloverdale B.C. V3S 1K4. Please do not leave returns at our pick up location.

We recommend selecting a tracked shipment as we are not responsible for packages that are lost in the mail.

Once your product has been inspected and meets the return criteria, we will email you an in-store credit. Store credits are emailed to the customer who made the purchase.

Returns via drop off box:

All eligible products from an online purchase can be returned for a shop credit. Please email within 14 days from the order ready for pick up notification date. We do not offer refunds or exchanges.

Once we have confirmed we are expecting your return via email, you can drop your item off packaged and labeled with the first name, last name (of who placed the order) and order number. The drop box is also at Truly headquarters.

Once your product has been inspected and meets the return criteria, we will email you an in-store credit. Store credits are emailed to the customer who made the purchase.

 

For all Returns or Exchanges:
- Items must not be washed, worn or damaged.
- All original tags must be attached.
- You must provide a receipt digitally or with your return package

The following items are final sale and not eligible for a store credit or exchange:

- All sale or discounted items- Custom mugs + ornaments- Boxes & Gift Sets

- Made to order seasonal graphic tops (No store credits for Christmas graphic tops after December 15)
- Face Masks
- Earrings
- All bath and products (including skincare tools)

- Underwear

- Bodysuits

- Hosiery

- All drinkware

- Hair accessories

- Gift cards

 

Questions? Email us at contact@theheartcloverdale.com