FAQs

  • How do I change or cancel my order?

We know how important your order is, so we aim to fulfill orders as quickly as possible. Please note that we can help you modify your order before shipment. It includes changing the size or color of an item, removing an item, changing your shipping address. While we cannot cancel or change an order once it has been shipped, you are welcome to return the item to us in accordance with our Returns. 

  • How can I track my package?

You can check on the status of your order at any time by emailing our customer support desk from our "Contact" page. 

  • Do you process orders on weekends?

No, we do not process orders on weekends. If ordered on Fri-Sun, your order will be process the following Monday &/or Tuesday. 

  • My order was confirmed, but I just got an email that states I received a refund, what does this mean?

The item(s) you ordered was so popular that between the time you placed the order and when we processed it, the item was sold out. 

  • I placed an order, but haven't seen any movement from HeavenlySupply, What's going on?

There are several reasons why your order may have been delayed. Please note, most orders leave our distribution center within 24-48 hours of the order being placed. 

In some cases, our Customer Service Team may hold orders that run the risk of being fraudulent or that need additional review or verification to protect our product. When this happens, our Customer Protection Team will reach out to you directly if your order will be delayed due to it being reviewed. 

In some cases, we may just run out of a hot item that is expected back in stock within 3 business days. If this was the only item you ordered, rather than canceling your order, it will be held until the item is back in stock and we are able to fulfill the order. When this happens our Customer Service Team will send you an email notifying you of the delay. 

  • I placed an order but never received a confirmation email.

If you did not receive an email from HeavenlySupply within 24 hours after placing your order, please check your email address on file whether it is correct. If you still need assistance, please contact us by submitting an email on our "Contact" page. 

  • OOPS! I was so excited to place my order that I forgot to use my code. 

We understand that these things can happen. The good news is that you can use your code for your next order. Orders that have been placed cannot be changed. 

  • How long will it take for my order to arrive? 

Currently, our warehouse is located in China. We are in the process of building a fulfillment center in the US. Once you place your order, please allow 3-5 business days to process your order. After that, it will take 10-15 business days for delivery in the United States, and 15-20 business days for international orders (depending on location). 

  • I ordered the wrong color, what do I do? 

If you have ordered the wrong color, please let us know immediately before we process the order. Once the order has been processed & shipped, we cannot refund or cancel the order for you. 

  • I ordered 2 or more products but only received one?

In some cases, if only one of the orders has arrived, the other product ordered will come in a separate package due to our multiple warehouses located around the world. 

  • Received a damaged item, what should I do? 

If your item was damaged during shipping, you are eligible for a reshipped item. When requesting your reship, please be ready to provide Customer Service with images clearly showing the problem with the item and its courier number as soon as possible. Please also provide "Proof of Damage" documentation from your courier. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it and send email to us about the case for a reship. Please send all this information to our email damages@heavenlysupply.com