Customer Service

The customer service department  of Hearts 2 Bear guarantees a reply by e-mail to any customers' question within one business day.  

Terms & Conditions of Sale Policies

Damaged Merchandise:
Damaged shipments from handling must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage and file a claim. We cannot be responsible for damage caused by the freight carrier.

Manufacturer Defects:
If a product appears to have a manufactures defect, email our Warehouse at Service@Hearts2Bear.com for instructions. Do not return Items to us without first emailing to receive instructions. If an item is to be returned to us due to manufactures defect, you must first receive a Return Authorization Number. No packages will be accepted without a Return Authorization Number written clearly on the box.

Return Merchandise Policy:
Permission for any return merchandise must be secured from our Service department. For questions about returning merchandise please email our Warehouse at Return@Hearts2Bear.com for instruction.  Do not return Items to us without first emailing to receive return address instructions. The return of non-defective merchandise when authorized may incur a 20% re-stocking fee. No packages will be accepted without a Return Authorization Number written on the box.

After a return is authorized by our return department:
1. Return the item to the address given to you by our return department.
2. Write the Return Authorization Number on the box.
3. Keep your shipping records for proof of shipment in the event of loss of returned merchandise. Returns shipped via U.S. Postal Service (U.S.P.S.) or with a value of over $100.00 should be insured. We are not liable for return merchandise that does not reach our return department.

We will notify you via phone, mail, or e-mail of your refund once we have received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 14 to 21 business days of our receiving your return. Please note that we can refund shipping costs only if the return is a result of our error.

Cancel Order Policy

Please Note: Cancellation Requests may only be made on orders in "Processing" status and does not guarantee that a cancellation may occur, as items may have gone to the supplier for shipment. Once orders have gone to the supplier for shipment, we cannot change or cancel an order.  For questions about returning cancel merchandise after receipt, please email our Warehouse at Cancelorder@Heart2Bear.com for instructions.  Do not return Items to us without first emailing to receive return address instructions. Cancellation of item(s) may change or void discounts currently appearing on your order.  The return of non-defective merchandise when authorized may incur a 20% re-stocking fee. No packages will be accepted without a Return Authorization Number written on the box.

Errors and Omissions Policy

In the event a product is listed at an incorrect price due to a display or typographical error or an error in pricing information received from our suppliers or store partners, Hearts2Bear.com shall have the right to refuse or cancel any orders placed for product listed at the incorrect price.

Hearts2Bear.com may refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Vstore.com will immediately issue a credit to your credit card account in the amount of your original charge.

All Claims

All claims must be directed to us NO LATER THAN 7 days after receipt of merchandise. Claims for shortages or errors must be made within 7 days after receipt of merchandise to correct billing.

Shipping Charges

Shipping fees are calculated on a sliding scale based on the total dollar amount of your purchase. We've adopted this system so that it would be easy to understand and be friendly to both our retail and wholesale customers. All shipping fee will be displayed within your shopping cart upon checkout.

Note: Certain products such as jewelry and bikes have pre-set shipping fees for each product!