Shipping Policy
Shipping processing time
At Heyward Streams, our hours of operation for processing shipment are from Monday to Friday from 9:00am to 6:00pm EST. Our processing time for standard orders is from 1 to 4 business days, not counting weekends or holidays. After your order has been processed and transfered to the carrier, shipping time is from 4 to 6 business days, this does not include expedited shipping. Please allow any additional time for orders placed during weekends and major holidays. After your order has shipped, you will be notified via email.
In addition, shipping addresses CANNOT be changed or altered once the order has shipped.
Insurance Policy
Unforeseeable occurrences can happen, and it is an unfortunate situation for us as it is for you. If a package arrives damaged, or is lost or stolen, do not hesitate to contact us through the customer service page so we can help you resolve the problem.
Delivery process
After your order has processed and shipped, standard shipment can take from 5 to 8 business days for you to receive your package.
Tracking Information
A confirmation email including the tracking information will be sent to you when your order ships. The tracking information will also appear in your account under “Order History and Details.”
International Shipping
Unfortunately, we do NOT ship outside the United States or to any U.S. Territories or Freely Associated States.
Packages not delivered
When a package is returned to us by the carrier, it is considered undeliverable. An attempt to contact you will be made and you will be issued a refund and may be subject to a $15 restocking fee for the undeliverable order.
Delayed Packages
If your order is delayed, please keep in mind that carriers can experience delays, particularly during the holidays. Be advised that the order could take a bit longer to process if you placed your order on a Friday night, Weekend or during a holiday when the carriers’ offices are closed.
Furthermore, you may contact your local carrier’s office for more details about your package. The carrier will sometimes not deliver an order if they think the package cannot be left safely at the destination or if a signature could not be obtained for orders that require signature confirmation. The carrier may also leave a notice on your destination’s door to inform you that your package is at a local carrier’s office waiting for pick-up. If your order is not at your local carrier’s office or at the destination, please contact us through customer service.
Rejecting Receipt
If you reject a receipt of a package, it is considered returning the package without Heyward Streams Inc. approval or confirmation. You may be subject to a $15 restocking fee. Any fees and shipping charges incurred will be re-billed to you and may be deducted from any applicable refunded amount.
No Movement of Tracking Numbers
If the tracking number you received states that there has not been an official acceptance scan by the carrier, please notify us immediately. This applies to all orders that have or do not have shipping insurance. Please allow Heyward Streams to conduct a thorough investigation, which includes communications with the carrier service (or any shipping provider). This process may take from 15 to 30 business days. If the package has not been found or delivered within this set period, it may be considered a lost or missing package and a claim will need to be made with the carrier.
Heyward Streams Inc. is not responsible for packages that are marked as shipped and/or delivered within the appropriate period that are claimed as missing or stolen. Please contact the shipping carrier to file a claim in this situation.
Any questions regarding shipping or order status, please visit your account and the “Order History and Details” will have information about your order. If you need to contact us for more information, send us a message through the customer service page.