If you have any questions about ordering or submitted orders, send an email to the address provided in your invoice.

Please include your order number for all inquiries regarding order status.

Please allow up to five business days for a reply. All inquiries will be handled in a first-received basis.

DIDN’T GET AN INVOICE?

Please check your spam folder for an invoice.

ORDER SUBMISSION & POLICY

All sales are final. Due to the exclusive nature of our products, you cannot modify or cancel your order after placing it. Please carefully review your order prior to checking out. No refunds. No exchanges.

ORDER PROCESSING

After checkout, you will receive an email as soon as your order is confirmed. Another email will follow as soon as your shipping label has been created. 

For pre-orders, please allow 5-7 weeks for the items to be manufactured and and inspected before they are sent to you. No exact ETA is given unless stated otherwise on the home page, social media, email correspondence or other official communication methods.

For items in stock, please allow 7-10 business days for processing and shipment. Orders placed on Fridays may not be processed until the following Monday. We are closed on Saturdays and Sundays and all major holidays. During convention seasons, shipping may be delayed up until the week after convention attendance.

Domestic shipping usually takes 3-5 days. International shipping may take up to a month or longer. If urgent shipping is necessary, please contact [email protected] before purchasing. Expedited shipping options may be available.

If an item within an order is no longer in stock and cannot be fulfilled, a partial or full refund may be issued at the discretion of HeartBeat Los Angeles.

[BETA]: Status updates about order fulfillment will be updated as they occur. Once it is shipped, you should receive a notification via the account portal. This feature may not always be present or correct. Please refer to your invoice, payment receipt or shipping confirmation email for more information about your tracking.

SHIPPING RATES

Smaller items (decals, etc.): Shipping rate is determined by the amount of pieces ordered, weight, and tracking options available at the time of purchase.

Larger items (apparel, mousepads, accessories, etc.): Shipping rate is determined by the type of clothing article you purchase and the amount you purchase. If it is deemed suitable, we may ship using a box, otherwise most clothing are shipped via weatherproof polymer packaging. Tracking is always provided for this category of items.

International orders will pay more for shipping compared to domestic orders; it is something we cannot avoid.

Categories are not limited by the types of items listed above. Shipping rates are subject to change.

SHIPPING POLICY

We are not responsible for mistakes caused by incorrect address input. Orders placed with an incorrect address may be shipped using the address provided and marked as fulfilled. Please double-check your address input before checking out with your order.

We are not responsible for damage that occurs during transit due to the shipping company’s handling. Precautions will be taken care of to prevent issues from happening, but there are no warranties expressed or implied for the safety of the item during transit.

A tracking option for packaging is offered with every purchase with the “Premium Shipping” option.

Orders placed with the “Economy Shipping” option is shipped as-is with no tracking information.

“Free shipping with purchase over specified dollar amount” promotional shipping option will normally have complementary tracking information unless stated otherwise.

International orders may require to pay an additional tariff imposed by the country being shipped to. If this is the case, HeartBeat Los Angeles is not responsible for paying the tariff. If the tariff cannot be paid or if the item cannot be received, no refunds or exchanges will be given.

If postage is required upon collection, HeartBeat Los Angeles is not responsible for covering postage cost.

No insurance is offered for packages sent by HeartBeat Los Angeles.

HeartBeat Los Angeles is not responsible for any delays in shipping or packages lost in transit due to the shipping company’s error(s).

All sales are final. 

We reserve the right to modify this order policy page at any time. Changes and clarifications will take effect immediately upon their posting on the website.