Shipping
HeartWorks products are made to order by our print partner in the US and shipped directly to you. Because each piece is created after you order it, please allow for production time before your item ships.
Processing Time
Most orders are produced within 2 to 5 business days. During busy periods or new collection launches, production may take up to 7 business days. You'll receive a shipping confirmation email with tracking once your order is on its way.
Shipping Times
United States: 3 to 7 business days after production
Canada: 7 to 14 business days after production
United Kingdom & Europe: 7 to 21 business days after production
Rest of World: 10 to 28 business days after production
Delivery times are estimates, not guarantees. Shipping speed depends on your location, the carrier, and customs processing for international orders. During holiday seasons, delivery may take longer.
International Shipping
Yes, we ship internationally to most countries worldwide. Our print partner routes orders to the production facility closest to your location when possible, which helps reduce shipping time.
We are currently unable to ship to North Korea, Russia, Belarus, or Ukraine. Temporary restrictions may also affect delivery to certain regions. If you're unsure whether we can ship to your country, please contact us before placing your order.
For international orders, a phone number is required to ensure smooth delivery. Please include one at checkout.
Shipping to Germany
Orders to Germany require a full name matching the name on the apartment building or mailbox. If ordering to a business address, the business name must be on the doorbell. PO box addresses cannot be used for orders to Germany.
For deliveries to a Packstation, Paketfiliale, or Paketshop, your Deutsche Post/DHL account must be activated and your postal number included in the address field.
Customs, Duties & Taxes
International orders may be subject to customs duties, import taxes, or VAT depending on your country's regulations. These charges are determined by your local customs authority, not by HeartWorks, and are the responsibility of the recipient.
HeartWorks has no control over these charges and cannot predict their amount. We recommend checking with your local customs office for information on potential fees before ordering.
Country-Specific Requirements
Some countries require additional information on the shipping label for customs clearance. If you are ordering from any of the following countries, please include the required ID number in the address field at checkout:
Brazil: CPF number (format: XXX.XXX.XXX-XX)
Mexico: RFC or CURP number, plus email and phone
Chile: RUN or RUT number (format: XX.XXX.XXX-Z)
South Korea: Personal Customs Clearance Code (PCCC)
Venezuela: RIF number, plus full address, phone, and email
If you're unsure what's needed for your country, reach out to us and we'll help you through it.
Shipping Costs
Shipping costs are calculated at checkout based on your location and the items in your cart. We don't mark up shipping — the cost reflects what the carrier charges.
Lost or Delayed Orders
If your tracking shows no movement for more than 14 days (domestic) or 30 days (international), please contact us. We'll work with our print partner to locate your order or arrange a replacement.
HeartWorks is not responsible for delays caused by customs processing, carrier issues, or incorrect shipping addresses provided at checkout.
PO Box Delivery
PO box delivery is available for US addresses only. For all other countries, PO box delivery is not recommended and is at the customer's own risk. Please also ensure your ordered product will fit — PO boxes have a maximum size of 12" x 22.5".
Questions?
If you have any questions about shipping, delivery times, or international orders, contact us at info@heartworks.horse or visit our contact page.