Frequently Asked Questions

Shipping and Returns

1. What is the return policy?

   Please review all items carefully before a purchase is made as all sales are final, including orders not yet shipped. All items in your cart are listed for review before purchase. In addition, completed orders are listed on your account under My Orders. Please review those items, as these terms apply to duplicate items as well.

2. How will my order be shipped?

   Though we use a variety of shipping methods, our two primary methods of shipping are United States Postal Service and UPS. The shipping method used for each order will be determined by several factors including the weight/size of your package, the type of package, and the shipping destination. Please note shipping timeframes do not include time needed to fulfill your order. Visit our shipping page for further clarification.

3. How much is shipping?

   Domestic subscription orders ship for $1 per kit. A $4 handling fee per kit will be charged for each subscription kit shipping outside of the United States.

   Shipping rates for items from the shop will vary by service type, weight/size of order, and dollar amount of order. Refer to the Checkout page for accurate shipping and handling amounts. Shop items will not be bundled with kit orders. More shipping information can be found here.

   Free shipping for all domestic orders of $100 and Canadian orders of $150. Free shipping applies to Economy shipping only. This excludes digital items and items with fixed shipping.

4. How do I make changes in my shipping or billing information?

   If you need to update your information on your account, please do so here. Please know order information cannot be edited once orders have been placed – this includes email, shipping address, shipping service, and order contents.

5. I never received my order. What now?

   Please review your shipping address on your order details to ensure all information is correct. For domestic orders with economy service, we can declare a package as lost or missing once it has been 30 days post shipment date. 

   International economy shipping service can take a little longer than domestic shipments.  Because of this, we are not deeming orders lost until after a 45-day period. We are asking for more time for these packages to make their way to you before declaring them lost.  If you never receive your package, we will absolutely honor our lost parcel policy. Please visit our shipping page for more shipping information.

6. When will my subscription kit ship?

   On the 18th of every month or the next business day.

7. When will my order ship?

   Please note shipping timeframes do not include time needed to fulfill your order. Orders may take up to 3-5 business days to be fulfilled and shipped. You can view our shipping policies here.

8. Order Protection Coverage

   To ensure a worry-free shopping experience, we offer the option of order protection coverage for $2.99. This coverage safeguards your purchase against loss, theft, or damage during transit. With order protection coverage, you can enjoy peace of mind knowing that, in the unlikely event that your package is lost or arrives damaged, we will work diligently to resolve the issue by either replacing your item or issuing a refund. **Please note that claims must be reported within 30 days of the expected delivery date.

9. Priority Fulfillment

   By requesting Priority Fulfillment for your order, our warehouse will prioritize your shipment in the picking process to help ensure your order gets out the door as quickly as possible.  **Please note that choosing this option does not decrease the transit time once the shipment leaves our facility.  The shipment will still be subject to the normal transit time that is outlined in our Shipping Policy.  If you would like to decrease the transit time on your shipment, please choose either the Upgraded or Expedited option.

10. Custom Costs/ Brokerage Fees

    Custom Costs:

    Customs Fees, Duty Fees, and V.A.T. (Value Added Tax) are imposed by the customs authority of the receiving country and are not fees imposed or collected by us.  If you believe that these fees have been applied in error we recommend reaching out to your country’s Customs Authority. 

    Brokerage Fees:  

    When shipping internationally, brokerage fees may apply. These are charges for customs clearance services performed by the shipping carrier or their agents—not by us. Please note: brokerage fees are in addition to any duties, taxes (such as VAT), or other government-imposed charges that may apply to your shipment. Important: Even if your package qualifies for low or zero duty and VAT, brokerage fees may still be charged. These fees are not included in your purchase or shipping cost and are typically billed to the recipient upon delivery. We have no control over these fees and do not collect them.

Ordering and Billing

1. What forms of payment do you take?

   For shop purchases, we accept PayPal, Heidi Swapp gift cards, Visa, Mastercard, American Express, Discover, JCB, and Diners Club cards. Debit cards that are backed by any of the above listed cards are accepted as well. 

   For monthly subscription purchases, Visa, Mastercard, American Express, Discover, JCB, and Diners Club cards are accepted. Heidi Swapp gift cards are not accepted for monthly subscription purchases. 

   You may change your billing information at any time by accessing your account settings.

2. Will I be charged sales tax?

   Customers who live in the following states will have sales tax listed at checkout as a separate line item: AK, AL, AR, AZ, CA, CO, CT, FL, GA, HI, IL, IN, IA, KS, KY, LA, MA, MD, ME, MI, MN, MO, NC, ND, NE, NJ, NV, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, and WY. These taxes are imposed by the state on the purchase of goods and services and are not limited to Heidi Swapp Shop. The applicable rate is set by each state respectively.

3. How do I make changes in my shipping or billing information?

   If you need to update your information on your account, please do so here. Please know order information cannot be edited once orders have been placed – this includes email, shipping address, shipping service, and order contents.

4. What are the terms for Preordering?

   Please read all terms thoroughly before agreeing to purchase via the Preorder system. Any cancellation of a Preordered item will be subject to a $15 cancellation fee, unless a different amount is stipulated in the terms of the agreement. All preorders are non-refundable. Discounts may not be applied to preorder items.

Subscription

1. How do I choose add-on items to ship with my subscription order?

   1. Go to your MY ACCOUNT menu and select MY ORDERS & SUBSCRIPTIONS. 

   2. Click on your active subscription link under MY SUBSCRIPTIONS. 

   3. You will then be taken to your subscription box page. Scroll down until you see "Add to your box". Any available add-ons will be shown there with "add to box" button from 12pm ET on the 15th of each month through 11:59pm ET on the 17th. 

   4. You will see "Your Box" on the right side of the page with your contents and can remove add-on items if you need to. Your subscription item(s) and add-ons will be charged on the 18th of each month. 

2. What does month-to-month commitment mean?

   Month-to-month commitment means that you are signing up for a recurring monthly subscription. Your subscription will continue until you request to cancel.

   We do offer 6-month and 12-month commitment options. Please know you are committing to purchasing 6 or 12 months worth of kits with these options. In exchange for a longer commitment, you will receive better pricing on your kits. Your subscription will continue at the same payment level once you have fulfilled that commitment and until you choose to cancel.

3. How do I cancel my subscription?

   To cancel your subscription, you must contact our Customer Experience team here. To allow adequate time for us to process subscription orders, we ask that you please do not cancel between the 13th and the 18th of the month. If you must cancel during this time, please see below for further details regarding cancellation fees. 

   If you have a month-to-month subscription (other than Stop the Blur) and you request to cancel between the 13th and the 18th of the month, there will be a $15 cancellation fee. After your subscription order has charged and processed on the 18th, you may then get in touch with us to cancel your subscription if you do not wish to continue it. For subscriptions with a six month or twelve month commitment, you will be charged 50% of your remaining commitment at the time of cancellation. Six month and twelve month subscriptions will not incur an additional $15 cancellation fee if they are cancelled after the 13th of the month. Our customer service team is more than happy to answer any questions or concerns you may have regarding the above policies!

4. How do I access my Stop the Blur subscription content?

   You will get new content added to your account at 12pm ET on the 15th of each month. You will access it under MY ACCOUNT - MY CLASSES. 

5. When will my credit/debit card be billed for my subscription?

   Your credit/debit card will be billed when you start your new subscription, then you will be billed on the 18th of each month for your recurring subscription.

6. How do I update my credit card?

   You can update your information through your account here. Just click on “update” under your payment method.

7. What happens when I complete my initial subscription commitment? Is my subscription ongoing?

   Each type of subscription (month-to-month, 6-month, and 12-month) is ongoing, so you will continue to receive a monthly kit until you contact us to cancel. Your subscription will continue on a month-to-month basis at the rate you initially signed up with. If you wish to cancel following final shipment within your initial commitment, we simply ask that you notify us via conversation.

   For information regarding cancellation prior to the completion of your commitment, please refer to “Can I cancel my subscription?” located in this FAQ thread.

8. I have a subscription – do I need to manually purchase a kit every month?

   No. Please do not purchase the monthly kit unless you want duplicates. Kit orders are automatically created on the 18th of the month.

9. How do the kit Add-Ons work?

   On the 15th of every month, a new Stamp Society™ and Stop the Blur Memory Planner™ kit are revealed and subscribers will have the opportunity to view and select exclusive Add-On items available for purchase, to add to their monthly subscription order, for no additional shipping fees. The selection period for Add-On items will be the 15th at 12:00 PM EST through 11:59 pm EST on the 17th. Items in the shop that are not included as "add-ons" cannot be added to your subscription order and must be purchased as a separate order.

   On the 18th of every month during your subscription, we'll collect payment of the base fee stated next to the level of commitment plus the cost of any selected Add-Ons. Please review your selected items in your box before the choosing period ends at 11:59pm EST on the 17th.

10. When will my subscription kit ship?

    On the 18th of every month or the next business day.

11. How does the subscription waitlist work?

    If you have been placed on our wait list, all of our subscription spots are filled at that time. As soon as a spot becomes available, your subscription will begin with that newly-available kit. 

    Please note: This means you may not receive this month’s kit—your subscription may start with a future theme. Your account will be charged on the 18th of your first active month or when your subscription is activated from the wait list. During your first month, you will not be eligible to select Add-On items, given that your activation date will most likely fall outside of the Add-On selection window. However, you will be eligible in subsequent months as your subscription continues.

12. What forms of payment do you take?

    For shop purchases, we accept PayPal, Heidi Swapp gift cards, Visa, Mastercard, American Express, Discover, JCB, and Diners Club cards. Debit cards that are backed by any of the above listed cards are accepted as well. 

    For monthly subscription purchases, Visa, Mastercard, American Express, Discover, JCB, and Diners Club cards are accepted. Heidi Swapp gift cards are not accepted for monthly subscription purchases. 

    You may change your billing information at any time by accessing your account settings.

My Account

1. How do I update my credit card?

   You can update your information through your account here. Just click on “update” under your payment method.

2. How do I make changes in my shipping or billing information?

   If you need to update your information on your account, please do so here. Please know order information cannot be edited once orders have been placed – this includes email, shipping address, shipping service, and order contents.

3. How do I access my Stop the Blur subscription content?

   You will get new content added to your account at 12pm ET on the 15th of each month. You will access it under MY ACCOUNT - MY CLASSES. 

Subscription Skipping

1. How do I skip a kit?

   You will do this under MY ACCOUNT - MY ORDERS & SUBSCRIPTIONS. You will find a "skip" link next to your active subscription(s). Click the link to proceed with your skip! You will get a confirmation page to let you know the skip was successful and it will confirm which month's order is going to be skipped. Please be sure to review our other FAQs regarding this option. 

2. When can I skip my kit?

   You must select this option by 11:59 ET on the 14th of the month, before the new kit is revealed. You can only skip the upcoming month’s kit. If you need to skip a later month, just make sure to come back and skip during that month, but before the month’s kit is revealed. If you skip after the 15th of the month, it will apply to the following month’s kit.

3. I forgot to skip before the 15th of the month, now what?

   If you do not skip before the 15th of the month, you will be charged for and shipped that upcoming month’s kit. No changes can be made after the 15th of the month. Returns and refunds cannot be issued for forgotten skips.

4. What if I change my mind after I schedule to skip a month?

   If you change your mind and want to receive the current month’s kit, simply cancel your skip before 11:59pm ET on the 17th.

5. How often can I skip a kit?

   Skipping allows you to skip the upcoming kit, one month at a time. You are not able to skip the same subscription two consecutive months in a row, however, there is no limit on the number of times you can skip a month’s kit within your subscription commitment term. Your subscription will automatically resume after the month you skip.

6. Can I skip future kits?

   No. You can only skip the current or upcoming kit. Make sure to skip by the 14th at 11:59pm ET for the upcoming revealed kit to avoid being charged and shipped that kit.

7. Does skipping a kit count towards my commitment?

   If you skip a month, it does not count towards your commitment. Only an active and shipped kit order will be applied to your subscription commitment.