Frequently Asked Questions
Answers to the questions we hear most. Still need help? Call or Text 210-625-6996 or email help@heartfeltfamilygifts.com, Monday - Friday 10AM - 4PM Central Time.
Who is Heartfelt Family Gifts?
Heartfelt Family Gifts LLC is a Texas family business committed to providing a trustworthy source for purchasing unique and meaningful family gifts online. We are Cyndy and Eric Johnson, a husband and wife team just southeast of San Antonio, TX. We design all of our gift items, whether the graphic design itself or writing the heartfelt messages printed on them, and we have been serving the USA since 2020. Read more on Our Story.
Is Heartfelt Family Gifts the same company as Heartfelt Family Gift?
No. Heartfelt Family Gifts (with an "s") at heartfeltfamilygifts.com is our Texas family business, owned and operated by Cyndy and Eric Johnson near San Antonio. We are not affiliated with Heartfelt Family Gift or heartfeltfamilygift.com. If your order confirmation came from heartfeltfamilygifts.com, call or text us at 210-625-6996 and we'll be happy to help. If you ordered from another website, please contact that company directly.
Is this store owner operated?
Yes. Owner/Founders: Cyndy and Eric Johnson. Home location: Southeast Greater San Antonio, TX area. Community initiatives: we support local and nationwide animal rescues. Social initiatives: our products are manufactured and assembled in the USA, providing stable employment opportunities nationwide.
Do you have retail store locations?
No. Heartfelt Family Gifts LLC is a Texas Family Business, and in order to keep our prices affordable selling nationwide, we only sell through our ecommerce website www.heartfeltfamilygifts.com. We strive to provide an easy and trustworthy source for family gifts and specialty items online.
How can I contact customer service?
Heartfelt Family Gifts is committed to 5-Star Customer Service. We are a family business and answer all of our customer inquiries during our Customer Service hours: Monday - Friday 10AM - 4PM Central Time. Call or Text: 210-625-6996 or email us at: help@heartfeltfamilygifts.com. Note: If you call, text, or email AFTER customer service hours today, we will respond next business day. If you have to contact us on Friday, PLEASE contact us during our customer service hours, so you don't have to wait until Monday for an answer.
Do you offer free shipping?
YES! All orders ship fast and free within the USA!
Do you ship internationally?
No. To keep shipping fast and free to all customers, we only ship within the USA.
How long will it take to receive my gift if I order today?
Almost all standard jewelry gifts ship on the next business day, except holiday rushes that may take 1 or 2 days longer. Almost all jewelry gifts arrive within 7 days outside of holiday rushes. Acrylic gifts typically ship two business days after the order is placed, except during holiday rushes that may take 1 or 2 days longer. Free Shipping is USPS Ground Advantage and typically takes 3-5 days for delivery for most of the continental United States. Note: Other gift items such as blankets, canvas, engraving, custom names and personalization may take 3-5 business days in production.
Do you offer express shipping?
Yes. We have some gift items marked EXPRESS GIFTS, which ship next business day and include USPS Priority Shipping. Acrylics and jewelry have the option to purchase FedEx 2 Day delivery (after 1-3 days production time). If you need a gift to arrive by a certain date and want to know your options, please call or text 210-625-6996 during customer service hours M-F 10AM-4PM. We are very happy to help, especially with those "husband emergencies".
What shipping options and policies do you offer?
Fast free shipping on all orders: USPS Ground Advantage (typically 3-5 days shipping after 1-3 days production). Items marked as EXPRESS GIFTS ship out next business day and include free USPS Priority Shipping. For jewelry and acrylics not shipping from Texas, we offer FedEx Expedited (1-3 days).
Lost packages: Packages determined lost by the carrier and undelivered are replaced free of charge. If tracking shows Delivered, the customer must file a claim with the carrier; we are not responsible for carrier mistakes or stolen packages.
Late deliveries: Holiday-related carrier delays happen, and there is no compensation for delayed carrier delivery. If you are uncertain of the delivery timeline, please contact us BEFORE placing your order. Order fulfillment is automated and we cannot cancel or change orders. When in doubt, contact us before ordering. Call or Text: 210-625-6996 Monday thru Friday 10AM-4PM Central Time.
What if my item arrives damaged, defective or wrong?
Please contact us directly if there is any issue with an order. Email help@heartfeltfamilygifts.com or call/text (210) 625-6996 with a photo of the item you received, and we'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first. Do not return to the address on the return label.
What is your return policy?
For wrong, damaged, or defective items, we will promptly issue a replacement order without requiring a return. As all of our items are custom made and assembled to order, we cannot provide change-of-mind returns.
Do you have active discount codes or promotions?
Yes. Everyone may use the one-time code WELCOME to get 15% off one order. After you place an order, we'll send you the "Family Discount" to use anytime you buy and get 10% off all orders for 1 year. If you purchased and didn't receive your welcome email with the family discount, please email us at help@heartfeltfamilygifts.com and we'll email you the code right away. Please include the name and email on the order you placed.
Do you offer bulk or wholesale orders?
Yes, only within the USA. The MOQ (Minimum Order Quantity) is 10, which means a minimum of 10 of the same product. All orders are prepaid through an online invoice and we are happy to provide a bulk pricing quote. Email us a list of the product URLs along with your name, the name of your business, address, phone number and your EIN or SSN at help@heartfeltfamilygifts.com. Note: If we can't verify all of your information, we will not respond with a quote.
What payment options do you accept?
Mastercard, Visa, American Express, Discover, Shop Pay, PayPal, Venmo, and installment payments with approved credit provided by Shop.
Do you accept store credit?
Yes. If we issue a store credit to a customer for any reason, we will accept store credit as a payment method. Note: Occasionally we issue store credit as promos for VIP customers and in giveaways throughout the year.
Do you offer local pickup?
No local pickup.
Do you sell second-hand or pre-owned items?
No. All of our items are custom made and assembled to order.