HighOnHealing

If your order is delayed on our end we offer an immediate 50% refund and we will still ship the product, unless you no longer need the item and want a full refund.

If your order is incorrect (ex. received the wrong items) send us a message and we will give you options for a partial refund and replacements or full refund.

If the problem with your order was due to the shipping service or our printing partners please reach out directly so we can document and address the issue with them directly, as well as offer you solutions for how you would like the issue resolved.

We are committed to continually sourcing materials from within the US and minimizing the impact of transportation whenever possible. Partnering with brands that are ethically and ecologically aligned with values of sustainability and accountability (transparent practices) is essential to us.

This commitment means that our materials may be sourced from different partners over time, as we expand professional partnerships. If you are a return customer and notice slight variations in materials (ex. Paper stock or Apparel brands) this would be attributed to new partnerships.

While several specialty materials are not produced in the USA, every HOH product is designed, assembled, handmade, and hand packed with love and care in the US.

No matter what issue you may have with your order, reaching out to us directly will always be the quickest and most effective way to resolve it! As holidays draw near, there inevitably WILL be shipping delays and complications. We will be transparent about what may have gone wrong with an order, but regardless of fault, we truly will do everything we can to make sure you are satisfied. Just shoot us a message!

We’re on your side!!! Let us help you!!!!! :)

Any item that is damaged during shipping or that has some severe issue from production (ex. A poster with a crease, a shirt with a snag, packages left in the rain getting water logged...) can be replaced or fully refunded. Just send us a picture of the damage (which is used so we can address the potential fault in packaging or partners we work with) and let us know whether you would like a replacement, refund, or exchange.

We pride ourselves on continuously revising our production methods and material sourcing to optimize the quality of our products. It is important that you LOVE your purchases, and if an item that has been damaged over time with normal wear and tear we are glad to replace it with an updated product.

For many apparel items, older versions required significantly gentler washing and care. If you have an apparel item that has become damaged through normal wear, we will gladly replace it with our newest and most durable products.

It isn’t exactly a lifetime guarantee, but we definitely always want our customers to feel confident that they can always get the best of what we can offer, no matter how much time has passed. :)

We offer refunds or exchanges within 6 months of the date the item was delivered to you.

For even exchanges (ex. A different size shirt) we will ship you the exchange item with a return shipping label for the original item.

For a refund we will send you a prepaid shipping label for your order and when the order is scanned into the post office we will put through the full refund to your original payment method.

Items ordered with GIFT receipts are eligible for even exchanges or store credit by the recipient. Just send us a message to get the process started!

Loving your purchases and getting them in a timely fashion is our priority (especially when they are gifts). We are ON YOUR SIDE, and we will do as much as possible to make sure you get what you paid for as quickly as possible.

To mitigate risk, triple check your shipping address and let us know the date you need it by.

If an order vanishes in shipping, we may be able to get a second shipment of your order in the mail quickly in hopes that one of them will arrive on time, and if the other back-up order arrives very late you can send us a message and we will get you a prepaid shipping label to mail the extra order back to us.

It IS possible that even if your package has no tracking activity it may still be delivered, (cont...)

(...cont)

During the holiday 2020 season, the phenomenon of the GHOST PACKAGE came to our attention-- a package that gets scanned in once, has NO tracking updates ever at all, and the package still gets delivered within the projected time frame. Even days after delivery, the tracking status online may read “In Transit”.

Because it takes a fraction of a second to scan packages for tracking, many centers basically gave up on that to prioritize sorting packages instead. Imagine traffic near an intersection with an officer standing in the middle directing traffic because he can let more traffic through than a stoplight-- it’s like that.

If you don’t need it in a rush, sit tight, but if you have a deadline, definitely reach out! :)