Shipping Policy
Heldinside Customer Care
Every Heldinside physical gift is made to order. This policy explains production, delivery estimates, tracking, delays, address issues, and package claims for the Heldinside U.S. storefront.
1. Scope
This Shipping Policy applies to physical products ordered from the Heldinside U.S. storefront. It forms part of our Terms & Conditions. Heldinside is operated by Fuzhou Juliu Juliang Trading Co., Ltd. and HJ UNITRADE PTY LTD.
Digital content and Digital Vault access are delivered separately and are not shipped as physical merchandise.
2. Shipping Destinations
We ship only to destinations and address types made available at checkout. Availability may vary by product, carrier, ZIP Code, and service level. Completing checkout does not guarantee that every carrier can serve an address; if we cannot ship the order, we will contact you and provide an appropriate option, including cancellation and a refund when required.
3. Handling time/Estimated Production and Delivery
The estimates below apply to typical U.S. orders. They are not guaranteed delivery dates. Production and shipping are separate stages, and the delivery estimate shown at checkout or in an order message may be more specific to your order.
| Product | Handling time/Estimated Production | Estimated U.S. Shipping | Estimated Total |
|---|---|---|---|
| Personalized mugs | 2–4 business days | 3–7 business days | 5–11 business days |
| Personalized canvases | 2–4 business days | 7–15 business days | 9–19 business days |
| Acrylic night lights | 2–4 business days | 7–15 business days | 9–19 business days |
Some products produced in the United States may arrive within approximately 7 business days. Unless expressly identified as guaranteed, this is still an estimate.
“Business days” generally exclude Saturdays, Sundays, and carrier-observed holidays. High-volume periods and destination-specific handling may extend these estimates.
4. Order Processing and the 12-Hour Request Window
Production may begin after payment authorization, order review, and receipt of the required personalization details. Orders containing incomplete, unclear, or potentially unlawful content may be placed on hold while we contact you.
An approved change may restart or extend the production estimate. Please see our Payment Terms for any related price adjustment or refund.
5. Shipping Charges
Free Shipping For All Order
Standard Shipping Price $0.00
We do not add a shipping charge after checkout unless you separately authorize a change, such as an upgraded service or reshipment caused by an address error for which you are responsible.
6. Address Accuracy and Changes
You are responsible for providing a complete and accurate recipient name, street address, apartment or unit number, city, state, ZIP Code, email address, and any other information requested at checkout. Review the order confirmation immediately.
Contact support@heldinside.com as soon as you discover an error. We cannot guarantee an address change after production or shipment. For security, we may require verification before redirecting an order. If a change cannot be completed, the available remedy will depend on the order status, carrier rules, and applicable law.
7. Tracking and Carrier Updates
We select carriers and services based on the product, destination, package, and available delivery network. When a physical item ships, we send tracking information to the email address associated with the order.
Tracking may take approximately 24–72 hours to show its first carrier scan after label creation. A shipping label or tracking number does not necessarily mean the carrier has completed its first physical scan.
8. Split Shipments
Products in the same order may be made at different facilities or become ready at different times. We may ship them separately without charging an additional shipping fee beyond the amount disclosed for the order. Each package may have its own tracking number and delivery date.
A partial shipment does not mean the remaining item was canceled. Check all tracking links or contact us if an expected item has no update.
9. Delays and Your Options
Delivery can be affected by order volume, production review, carrier congestion, severe weather, natural disasters, holidays, transportation interruptions, incomplete addresses, remote destinations, or other circumstances. We will not use these circumstances to remove rights provided by applicable law.
If we cannot ship within the time stated—or, when no time is stated, within the period required by the FTC Mail, Internet, or Telephone Order Merchandise Rule—we will provide any required delay notice and seek your consent to a revised shipment date or offer cancellation and a prompt refund for the unshipped merchandise.
10. Alaska, Hawaii, U.S. Territories, P.O. Boxes, and Military Addresses
Delivery to Alaska, Hawaii, Puerto Rico, other U.S. territories, remote locations, P.O. Boxes, and APO/FPO/DPO addresses may require additional time or may not be available for every product. Checkout availability and carrier restrictions determine whether an order can be accepted.
For APO/FPO/DPO delivery, use the recipient’s full name and military unit information, the appropriate APO/FPO/DPO designation, state code, and ZIP Code. Do not enter a foreign city or country in place of the military addressing format.
11. Delivery Attempts, Refused Packages, and Returned Mail
The carrier may leave a package in a safe location, transfer it to a local delivery partner, request pickup, or make additional delivery attempts under its procedures. Follow tracking instructions promptly.
If a package is returned because the address was incomplete or incorrect, delivery was refused, or the package was not collected, contact us. Depending on responsibility, product condition, personalization status, and applicable law, we may offer reshipment with a disclosed additional charge or another appropriate resolution. Do not intentionally refuse a package as a substitute for following our authorized return process.
12. Missing or Stalled Packages
If tracking has not updated for an unusual period or the estimated delivery window has passed, contact us with your order number. We may ask the carrier or fulfillment partner to investigate. Carrier investigations and replacement delivery can take additional time.
If the package is confirmed lost before delivery, we will provide an appropriate remedy, such as a replacement or refund, consistent with our Refund & Replacement Policy and applicable law.
13. Packages Marked Delivered but Not Found
If tracking shows “delivered” but you cannot locate the package, promptly check the delivery area, mailbox, building reception, household members, neighbors, and any carrier delivery image or notice. Some carrier scans can precede actual delivery by a short period.
Contact us and the carrier promptly if the package remains missing. A delivered scan is relevant evidence but does not automatically end our review. We may request confirmation of the address or other reasonable information, open a carrier investigation, and provide the remedy required by the facts and applicable law.
14. Damaged, Defective, or Incorrect Items
If an order arrives damaged, defective, materially different from what was ordered, or with a Heldinside production error, contact us as soon as reasonably possible. Include the order number and clear photographs of the product, packaging, shipping label, and damage when available so we can assess the issue.
Keep the item and packaging until we provide instructions. Available remedies are explained in our Refund & Replacement Policy. Requesting photographs or an investigation does not limit any non-waivable consumer rights.
15. Returns Address
Do not mail a product to our registered business address or to the address printed on a shipping label unless customer care expressly authorizes that destination for the return. Returns sent without authorization may be delayed, refused, or misdirected.
When a physical return is required, customer care will provide the appropriate instructions and regional return address. This procedure does not limit any right that cannot legally be waived.
16. Digital Vault Delivery
Digital Vault setup information is provided separately after checkout. Vault content does not have to be completed before physical production begins and can be managed later as described in our Terms & Conditions.
If you do not receive the Digital Vault setup message, check spam or promotions folders and then contact us. A physical shipping delay does not necessarily prevent setup or editing of the associated Digital Vault.
17. Policy Updates and Contact
We may update this Shipping Policy prospectively to reflect changes in products, carriers, fulfillment operations, or legal requirements. The terms presented when you place an order generally govern that shipment, except where a later change is required by law or is more favorable to you.
For shipping assistance, email support@heldinside.com and include your order number.
Customer Service Email: support@heldinside.com
Time: Monday to Friday 9:00 AM-18:00 PM (Eastern Time)
Address1: Room 918, 9th Floor, Building 1, Hongxing Jingpin Office Building, No. 260 Minjiang Avenue, Cangshan District, Fuzhou City, Fujian Province 350000 China
Address2: Unit 2, 221 North Rocks Road, North Rocks NSW 2151, Australia