Shipping and Returns
Where do orders ship from?
Heavy Gloom is based in Arizona, all orders ship from Phoenix!
When will my order ship?
Heavy Gloom is an independently-owned brand, and we package all products by hand. Order processing times typically fall between 5-7 business days after purchase, with the exception of holidays. During shop updates, processing times may be extended to 1 - 2 weeks, as all order fulfillment is solely handled by one person! If you haven’t received an email notifying you that your order has shipped after the stated time, send us an email and we'll get back to you as soon as possible!
Can I cancel a preorder?
Preorders are what we use to gauge how many of an item to make, as well as how production for these items are funded! By preordering, you are consenting to waiting for this item to be manufactured, quality checked, then shipped, as well as any unexpected delays that may be caused during production and/or shipping. For these reasons, all preorder sales are final, and refunds or exchanges will not be issued. For more information on preorders, please click here! Thank you for your understanding!
Blanket Orders! Everything you need to know.
Our blankets are printed and shipped by a warehouse, so you will receive one package from us and one package with any blankets in your order. Our warehouse's current processing time is 2-3 weeks. You will get tracking numbers for both packages. Please note that WE DO NOT ACCEPT RETURNS/EXCHANGES FOR BLANKETS- Due to the custom print on demand nature of these items, we do not accept returns or exchanges unless the item arrives damaged or misprint. Thank you for your understanding!
Do you ship internationally?
We ship worldwide between both of our shops! If you are an EU or Australia based customer who would like to place an order, shipping is available on Etsy due to VAT taxes! Falsifying customs forms is a federal offense, and can result in major fines and jail time, therefore we will not lie on customs forms for you, so please do not ask us to do so! Customers are responsible for any and all taxes and fees associated with their orders. If you are an international customer, please note that your order will be cancelled if you list a freight forwarding company as your shipping address, as it would void seller protection and may result in you losing your package.
How long will it take to receive my order?
Orders currently have a processing time of 5-7 business days, below are the estimated shipping times based on location, excluding weekends and holidays.
|2-7 business days
|Canada and Mexico
Please be aware that COVID-19 is currently affecting shipping times and causing delays, especially with international orders. Please be patient and use your tracking number to keep up with your order in transit.
Tracking says my order was delivered, but never arrived?
Please make sure that you have entered the right mailing address. If you did not receive your order due to a wrong address you provided, you will be responsible for reshipping costs. Please keep track of your estimated delivery date so you know when it's being delivered. Make sure to check surrounding areas as well as with your neighbors to see if your package ended up somewhere else nearby. Your local post office is responsible for helping you find your package, as once it's been scanned in at USPS, it is no longer under my control and I cannot help you. Package Theft is not covered with shipping insurance, and we will not replace your order at our expense.
My order was received incorrect or damaged?
Items are thoroughly inspected before they are shipped out to their new homes, but it is possible a damaged product could arise during transit. Please email us within 7 days of receiving your order with your order number and a photo of the item in question, and we'll see what I can do!
What is your return policy?
All item descriptions, sizes, and details are made clear on the listings, so make sure to read them over before making your purchase! For this reason, all sales are final and returns and exchanges are not accepted unless you received an incorrect or damaged item. Please note that for international returns, buyers are responsible for additional shipping fees as US based sellers are unable to create return labels for non-domestic orders. Customers are responsible for all duties, taxes, and shipping fees associated with any returns or exchanges made.
My order was returned to sender! What do I do?Please ensure that your address is correct before placing your order! If there are any issues with your address, email us before your order ships. If your address was typed incorrectly and the parcel is returned to its sender, parcels can be resent to the correct address, but you will be responsible for paying additional shipping fees. If your address was correct but it was still returned due to an address issue, we ask that if possible, you provide an alternative address to ship to in order to avoid another return. Thank you!