Shipping & Returns

Please ensure the shipping address is entered correctly, as we are not responsible for non-delivery due to the address you provide. If an order is returned due to an incorrect address, we will contact you and work with you to best resolve the issue.

If you do not receive an Order Shipped notification, or see that your package is not moving between shipping points, please contact a member of our Customer Relations Team with your order # immediately to:

info@pinkhearthealing.com

You will receive an email notification with tracking information once your order is fulfilled.

Your satisfaction is our priority, and we appreciate your understanding in our shipping methods. If you have any questions or concerns, feel free to reach out to us – we're here to help!

We take every precaution to ensure your order arrives safely and securely. All products are wrapped and padded with the utmost care, especially since many of our items are fragile both physically and energetically. However, once the package leaves our facilities, we cannot guarantee its condition during transit.

Route Package Protection Policy:

We are happy to file a claim on your behalf to avoid technical issues. If there are issues with your order and you purchased Route Package Protection, please contact us at info@pinkhearthealing.com and we will file an insurance claim on your behalf.

What’s Covered:

Packages presumed to be lost
An item is considered “lost” if it is never reported as “delivered,” and if 7 days have passed since the last tracking status update for domestic shipments, and 20 days for international shipments, including Canada. A claim must be filed within 30 days of the last tracking update.

Elapsed estimated delivery date
Route will consider a package “lost” if 48 hours have passed since the last estimated delivery date provided by the carrier, and no delivery or update to status has been made. A claim must be filed within 30 days of the last tracking update. 

Delivered but missing package
Route will consider a package “stolen” if the package is marked “delivered” but the customer did not receive it. A claim must be filed within 30 days of the “delivery date,” but no sooner than 5 days to account for the possibility that the package may be found on the premises or has been marked “delivered” prematurely by the carrier. 

Delivered to wrong address
Route will consider a package “stolen” if the customer provided the correct address at checkout, but the shipping carrier delivered it to the wrong address. A claim must be filed within 30 days of the “delivery date,” but no sooner than 5 days to account for the possibility that the neighbor may hand over the misdelivered package.  

Damaged Items
Route will consider an item “damaged” if it is unusable. Route requires evidence of the damaged item (photos, videos, etc.) as part of the claims filing process. Claims for damaged orders must be filed within 30 days of the delivery date. 

Not Covered:

Invalid address, delivery barriers, or packages marked “return to sender”
Route will not consider a package “lost” if a shipping carrier is unable to deliver a package due to an invalid or undeliverable address, an unexpected delivery barrier, or if the customer refuses a delivery. In these instances, the carrier may return the package to the retailer (“return to sender”) to be reused or resold*. 

If the package is misplaced by the carrier while in transit back to the retailer, and no tracking update is issued for 7 days, Route will consider the package “lost.” A claim must be filed within 30 days of the last tracking update. 

Input wrong address
Route will not consider a package “lost” if the customer entered the wrong address at the time of purchase. If the package has not yet shipped, customers should reach out to the retailer to remedy the incorrect address. If the package has already shipped, customers should reach out to the shipping carrier to divert the package to the correct address.

Miscellaneous:

Claim filed too late
All claims must be filed within a 30-day lost, stolen, or damaged protection time frame. If a claim was filed after 30 days since it was lost, stolen, or damaged, Route reserves the right to deny the claim.

No tracking information
Route reserves the right to deny claims where no tracking number or information is available. We highly recommend utilizing shipping carriers that provide tracking information. 

Closed claim
If you do not respond to a claim correspondence from Route within 10 days, Route will automatically close the claim. Customers can reopen the claim by responding to the original thread.

If you did not purchase Route Package Protection, we cannot guarantee reimbursement in case of lost or damaged shipments. We will file a claim with the shipping carrier and do our best to provide at least partial reimbursement.

Damaged Items:
If your order appears to have been damaged in transit, please contact us via email at info@pinkhearthealing.com within 7 days of delivery. Be sure to include clear photos of the damaged item(s) from multiple angles. We will assess the damages individually and work to provide a return, refund, or store credit accordingly. If your return is approved, we will provide a shipping label for the return of broken or damaged items. Returns must be received within 14 calendar days of providing the return label. Please note, shipping costs are non-refundable.

Sale Items:
Sale items are not eligible for returns or exchanges. However, if a sale item is damaged in transit, you have 7 days to contact us for a return label. After this 7-day period, we will no longer be able to accept a return for the sale item.

Missing Items from Order:
We carefully prepare each order, but if a product is missing, please let us know and we will present options. Please note items could be mixed in with our packaging, please dump out all packaging materials to make sure the item is not hiding.

Lost Orders:
While we take every precaution to ensure safe delivery, we cannot guarantee shipment once it is with the carrier. If your order appears to have been lost in transit, we will work with you to determine the best option, which may include filing a missing mail claim, providing a replacement, or issuing a refund.

We want you to love your crystals! If you're not satisfied with your purchase, you have 14 days from the date received to request a refund or exchange. Orders up to $250 will be eligible for a refund to your original payment method. For orders over $250, we will Refund up to $250 to your original payment method and the rest will be eligible for store credit only. After 14 days, we cannot offer refunds or exchanges.

Eligible for Return:

• Jewelry
• Crystals (excluding sale and promotional items, as marked on the product page)

Not Eligible for Return:

• Gift cards
• Downloadable products (e.g., classes)
• Sale items and items marked "Final Sale"
• Burnable items (e.g., sage, resins) for hygiene and safety reasons
• Anything from a discount live sale

Refunds:
Once we receive your return and complete our review, we’ll notify you by email regarding the approval of your refund. If approved, your refund will be credited back to your original payment method (up to $250) or as store credit in the form of a gift card (for orders over $250). Please allow up to 14 days for the credit to appear on your account. Shipping costs are non-refundable.

Policy Updates:

11/07/2024:

- Orders up to $250 are eligible for a full refund to your original payment method.

- Orders over $250 are partially refundable: Up to $250 will be refunded to your original payment method. The rest will be issued as Store-Credit.

06/25/2026

• Updated domestic shipping policy to offer customer-selected UPS and USPS shipping options at real-time carrier rates.
• Fixed-rate shipping has been discontinued due to rising carrier costs.
• Free standard shipping on qualifying U.S. orders over $300 remains available.