Frequently Asked Questions (FAQs)

What is your Security Guarantee?
Heritage Gift Store guarantees your shopping experience with us is 100% safe. We use proven encryption software and technology to secure your transactions with Heritage Gift Store so that credit card information cannot be read by unauthorized parties as it travels over the Internet. This is the same encryption technology used by banks, restaurants, hotels, stockbrokers, and department stores.

How does Encryption Security work?
Once you enter your credit card number information, the encrypted information is sent directly to one of the world's largest credit card processing companies for authorization. Heritage Gift Store does not maintain a record of your credit card number.

How do I shop?
Just like a physical retail store, Heritage Gift Store provides you with a shopping basket. Once you've discovered an item you want, simply click the button marked "Add to Shopping Cart." From there, you can begin the ordering process or continue to shop. The item will remain in your cart wherever you decide to go in the store, and you can always remove an item later if you change your mind.

What if I want to return or exchange an item?
Returns are accepted within 30 days from date of sale for items returned in new, unused condition and returned in their original package. To process your return request, click on the ‘Product Returns’ link in ‘My Account’ for authorization to return merchandise. We will gladly credit the original credit card, or issue a gift certificate for items returned in new, unused condition. Please note, we are unable to refund any shipping charges, and returns are subject to a 15% restocking charge.

To exchange an item for something else, complete the return process for the original item and submit a new order for the item you want as a replacement.

What payment options do you offer?
We gladly accept VISA, MasterCard, American Express, and Discover cards. Money orders are also accepted. We recommend calling in your order to guarantee inventory and sale prices. Please printout your shopping cart or use this form and mail money order to:

* Coming Soon! We'll gladly accept your checks validated by TeleCheck®. Please note there will be a $20.00 fee for any returned check.

What if I receive the wrong merchandise?
If you receive the wrong merchandise or you feel your order is incomplete, please click here to contact Customer Care within 10 days for a return authorization.

What do I do if my package is damaged by UPS or DHL in shipping?
DO NOT accept or open your shipment if the package shows signs of external damage. In the event that you receive an item damaged in shipment by UPS or DHL, please follow the following procedures:

Notify us through CustomerCare@HeritageGiftStore.com within 10 days of receipt.
Make sure you have the UPS or DHL tracking number.
Retain all shipping materials (carton, packing materials, etc.)
UPS will then pick up the shipping materials and the damaged product from your address and return to Heritage Gift Store.
Heritage Gift Store will then send another product to you.

What do I do if my package is damaged by the United States Postal Service in shipping?
The USPS does not accept responsibility if the package is damaged in shipping unless the package has been insured. In the event that you receive an item damaged in shipment by the USPS that has been insured, please follow these procedures:

Notify us via email at CustomerCare@HeritageGiftStore.com within 10 days of receipt of the damaged package.
Make sure you have the USPS tracking number and insurance number.
Retain all shipping materials (carton, packing materials, etc.)
You must then file a claim with the USPS at one of their branch offices. When filing the claim, you must present the damaged product for inspection.
The USPS will then process your claim.

What are we doing well and how can we do better?
If you have an idea or suggestion for additional products, services, or ways that we can provide better service, we would love to hear from you! If you really enjoyed your visit, we would like to hear that too! Please click here to send your comments. Your feedback and thoughts will help make your next visit as enjoyable as possible!

What is your charge for sales tax?
Shipments sent to Colorado residents will be charged appropriate sales tax.

What if I decide to cancel my order?
Orders may be cancelled anytime prior to shipping. Send an email to CustomerCare@HeritageGiftStore.com or call 1-877-723-GIFT (4438) if you wish to cancel an order. If an order has been shipped, you must call for return authorization.

How do I redeem my Heritage Gift Store Gift Certificates and Coupons?

Shop as you would normally, placing the items you like in your shopping cart.
When you have finished choosing items, select "Place Order" from the shopping cart page.
Enter your Heritage Gift Store Gift Certificate and/or Coupon number when prompted during Checkout.
The amount of the Gift Certificate will be deducted from your order.
If the amount of your Gift Certificate is less than the total order, you will need to enter a credit card number.
If the amount of your Gift Certificate is greater than the total Order, you will receive a new gift certificate number in an amount equal to the difference, which you can print out and use during a future purchase through Heritage Gift Store.

What restrictions apply to the Coupons and Gift Certificates?

Gift Certificates and Coupons can only be redeemed online at Heritage Gift Store.
Individual Coupons can only be redeemed on one per household as defined by Heritage Gift Store.
Only one coupon may be used per order, and coupons cannot be combined with any other offer or promotion.
A Coupon cannot be used when purchasing a Gift Certificate; However, a coupon may be used when redeeming a Gift Certificate
An individual order must meet minimum purchase requirements before shipping to enable Coupon to be utilized.
Coupons and Gift Certificates are not redeemable for cash.
Heritage Gift Store reserves the right to stop accepting coupons at any time regardless of expiration date.
Heritage Gift Store reserves the right to refuse coupons during special offers and promotions.

My Heritage Gift Store Gift Certificate or Coupon isn't working. What do I do?
If you are unable to use the gift certificate/coupon or if you experience an error while using it, please click here to send an email describing the problem to Customer Care and be sure to include the number of your gift certificate or coupon.

How does the HeritageGiftStore.com Frequent Buyer Program work?
Please see details of the Heritage Gift Store Frequent Buyer Program.