FAQ

Frequently Asked Questions

Do you ship International? 

Yes, please check International Shipping page. Price is calculated during checkout. 


Can I return my personalized order? 
No returns or exchanges in personalized items. But please contact us if you have any problems with your order. Please read the item description for full details. 

Can we contact you over the phone? Due to the nature of our personalization business we only communicate with our customers exclusively thru email. We keep a record of all communication that way. Our email is: clientservices@heartmelter.com. We will reply you quickly. Thanks for understanding! 


How to care for a Canvas Bag?
We encourage all of our customers to prep their bag before use by spraying it with ScotchGard Fabric And Upholstery Protector. This helps to reduce future blemishes during repeated use. If your product does become stained, we recommend using Tide To Go Instant Stain Remover to reduce the appearance/remove fresh stains.


Can I cancel or change my personalized order once it has been placed?
Once an order has been placed we start processing it immediately. If your personalized order has been processed, we may not be able to cancel or change it even after just 2 hours of receiving the order. Please email us clientservices@heartmelter.com as soon as possible and we will do our best to assist you.


I have placed my order, when will it ship?
All personalized orders will be shipped in 2-3 business days.  Your order will be shipped Ground Service unless you select another service. Once dispatched, US orders are generally received within 2-5 business days. Please note that we do not ship on Saturdays, Sundays or Holidays and plan your order accordingly.


Do you offer Logo Embroidery?
We do offer Logo embroidery services with turnaround time of 10 business days. There is a $35 Fee for digitizing your logo to embroidery format. The price for this service will be quoted out based on your artwork since it greatly depends on the quantities and stitch count. Please email us at clientservices@heartmelter.com for more details on logo embroidery. 

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