Cute Heart Soft Plush Pillow

Shipping and delivery

Nothing means more to us than bringing our customers great value and service. We are proud to offer free international shipping services* that currently operate in over 185 countries and islands worldwide from our warehouses in the USA by USPS, and in China by Cainiao, ePacket, or EMS. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectations anywhere in the world.

*There may be some locations and times of the year we are unable to provide free shipping/returns. If you happen to be from one of these locations, we will contact you.

How do you ship packages?

Packages shipped from our US warehouse are shipped through USPS. Packages from our warehouse in China will be shipped by Cainiao, ePacket, or EMS depending on the weight and size of the product.

Do you ship worldwide?

Yes. We provide free shipping to over 185 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.

What about customs?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive at your country.

How long does shipping take?

Shipping time varies by location. These are our estimates:

*This doesn’t include our 2-5 day processing time.

Do you provide tracking information?

Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.

My tracking says ’no information available at the moment’

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us to better assist you.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you have specified combined shipping.

If you have any other questions, please contact us and we will do our best to help you out.

Refunds & returns policy

Order cancellations

All orders can be canceled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

• You do not receive them within the guaranteed time (45 days not including 2-5 day processing).
• You receive the wrong item.
• You do not want the product you have received (but you must return the item and the item must be unused).

We do not issue the refund if:

• The order was received more than 15 days ago.
• Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address).
• Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
• Other exceptional circumstances outside the control of OnInitiative.com

You can submit a refund request by using our contact page or sending an email directly to [email protected]. Please, make sure to include your order number and any other important detail you consider, this way we can speed up your refund experience.

If you are approved for a refund, we will reimburse you no later than 14 days from the day on which we receive the returned merchandise. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement. For complete details about refunds/returns, please read Our Refunds and Returns Policy

Exchanges

You are entitled to exchange your order within 15 days of receiving the order. You can do so by using our contact page or sending an email directly to [email protected]. Please, make sure to include your order number and any other important detail you consider, this way we can speed up your exchange experience. For complete details, please read Our Refunds and Returns Policy.

How much do you charge for shipping?

We provide free shipping to over 185 countries around the world*
*with some exceptions

Will I be charged any shipping, customs, or duties fees?

No, the price you see is the price you pay - you won’t be charged any extra fees.

When will my item ship?

If you order an in-stock item your order will ship within 3 working days.

How long will my order take to arrive?

Orders are shipped by USPS, EMS, which usually takes 5-20 working days after dispatch, but may take longer due to factors beyond our control.

Do you provide tracking information?

Yes. You will receive your tracking information within 3-5 working days. In the rare event you don’t get this info please contact us at [email protected]

Can I cancel my order?

All orders can be canceled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.