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 see our shipping page for further clarification.

3. How much is shipping?

   Shipping rates for items from the shop will vary by service type and weight/size of order. Refer to the checkout page for accurate shipping and handling amounts. More shipping information can be found here.

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. 

   Please note that it may take longer than usual for your order to arrive. International economy shipping service is experiencing transit and delivery delays due to Covid-19. Both shipping and customs processes are backlogged at this time. Because of this, we are not deeming orders lost in the normal 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.

Ordering and Billing

1. What forms of payment do you take?

   We accept 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. You may change your billing information at any time by accessing your account preferences.

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: AL, AR, AZ, CA, CO, CT, FL, GA, HI, IL, IN, IA, KS, KY, LA, MD, ME, MI, MN, MO, NC, ND, NE, NJ, NV, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, 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. 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.

2. 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. 

3. 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 15th of each month for your recurring subscription.

4. How do I cancel my subscription?

   To cancel your subscription, you must contact our Customer Experience team here. You must request to cancel by 11:59 pm ET on the 14th if you do not wish to receive the new content on the 15th. 

5. How do I update my credit card?

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

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.