Your Order ETA
All items ship within 2-7 business days and should arrive to you within 10-14 days of placing your order.
Time frames may vary depending on your geographic area and are subject to transportation company restrictions and schedules. Because we use a variety of manufacturers, you may receive your items in more than one shipment when ordering multiple items. Some products may take a little longer based on demand, however, we do our very best to ship your order as quickly as possible. Production and delivery delays can occur, so please contact us directly if you have not received your item(s) 14 days after placing your order.
Our Commitment
Your happiness is our priority. If you receive a product that does not fit according to the size chart, or the print quality is not to your satisfaction, we would be happy to send you a replacement. We will do everything possible to resolve your issue ourselves, but in some cases, we may need to put you in contact with one of our suppliers. Whatever it takes, we want you to love your Hey Universe products and feel confident ordering from us!
We honor a 14-day return policy from the date you receive your order. If you are unsatisfied with any item(s) due to fit or print quality, please notify us within 14 days by sending a message via our contact page. In most cases, we will require you to return the item(s) to us. We will assess your inquiry and reply within 3-5 business days. Replacement(s) or refund(s) will be processed within 7-10 business days of approval. Any return requests after 14 days will be considered on a case-by-case basis and cannot be guaranteed. Any requests after 30 days will not be granted. Shipping costs are non-refundable and customers are responsible for return shipping - except in the event of damaged or incorrect item(s).
Damaged or Incorrect Products
Be sure to inspect your order within 7 business days of receipt for damaged or incorrect item(s), and send us an email via the contact page to request a replacement. We will send you instructions to ship the incorrect/damaged item(s) so that we may send a replacement item(s) upon receipt of your return. In the event you receive a damaged or incorrect item(s), we will cover all shipping costs for the return and replacement item(s). We will not replace any item(s) that are damaged as a result of the customer cutting the package with scissors or other sharp tools.
Return Guidelines
• Please use our contact page for return instructions, please do not send items back to the manufacturer.
• A receipt or proof of purchase will be required to complete your return and process any refunds.
• To be eligible, the item must be faulty or damaged. We do not accept refunds if you change your mind.
• To be eligible for a return, your item(s) must be unused and in the same condition as received. When possible, your return should be sent in the original packaging.
• Damaged or missing item(s), for reasons other than an error on our part, are not eligible for return or refund. Any damages resulting from the customer cutting package with scissors or other sharp tool will not be replaced.
• Gift cards and downloaded digital products are non-refundable.
• For mobile app returns, please visit the Apple store to request a refund.
• There are certain scenarios where only partial refunds may be granted.
Refunds
In the event that you request a refund in lieu of an exchange, please follow the return guidelines above. We will email you to notify you that your return has been inspected and whether it meets our refund guidelines. Refunds will be issued to your original payment method and can take up to 30 days depending on your financial institution. Shipping fees will not be refunded for any returns that are not reported as damaged or incorrect item(s), and will be the customer’s full responsibility.
Wondering where your refund is? Please check with your bank, online payment portal, or credit card company, as processing times vary. If you have not received your refund within 30 days of receiving notice that it has been issued, please contact us directly and we will get back to you.
Bottom Line
We are here to help. Please do not hesitate to send a message via the contact page with any questions, or issues with your order, or just to say “hey!”
As always…we wish you happy manifesting!
