Shipping and Returns

Shipping Policy

Effective Date: October 03, 2025

Last Updated: October 03, 2025

At Heritage Supply Co., we strive to process your orders promptly and efficiently. Orders received before 1:00 PM EST on business days are typically processed the same day. While we make every effort to expedite your shipment, delivery times are estimates provided by our shipping partners and are not guaranteed. Once packages are in the possession of our shipping partners (e.g., USPS or UPS via ShipStation), transit times, delays, and delivery outcomes are beyond our control.

For questions about shipping, contact us at [email protected]. This policy is subject to our Terms of Service.

Domestic Shipping

  • Available to all locations within the United States (including APO/FPO addresses where supported by carriers).
  • Shipping rates are calculated based on:
    • Package weight (rounded up to the nearest pound).
    • Destination ZIP code.
    • Selected shipping method (e.g., USPS Ground, UPS Ground, or other carriers as determined by ShipStation for optimal rates).
  • Certain products may have specific shipping restrictions (e.g., due to size, hazmat regulations, or carrier policies).
  • Estimated delivery dates shown during checkout are provided by carriers and are not guaranteed. We are not liable for delays caused by weather, carrier issues, or incorrect addresses.

International Shipping

  • Available to select international destinations (e.g., Canada, EU countries, and others supported by our carriers—check at checkout).
  • Customer is responsible for all import duties, taxes, VAT, and customs fees.
  • We cannot be held responsible for:
    • Customs delays, seizures, or rejections.
    • Additional fees imposed by your country or carrier.
    • Delivery delays due to customs processing or international holidays.
  • International shipping must be selected explicitly during checkout.
  • Some products may be restricted from international shipping (e.g., due to export controls or carrier limitations). Delivery times typically range from 7-21 business days, depending on the destination.

Order Processing and Tracking

  • Processing time: 1-3 business days after payment confirmation.
  • You’ll receive a shipping confirmation email with tracking details once your order ships. Track your package via the provided link or our account dashboard.
  • Lost or damaged shipments: File claims directly with the carrier using your tracking number. We assist with documentation if needed.

Shipping Methods and Rates
Rates vary by order and are displayed at checkout.

Examples Shown Below(subject to change):

  • USPS First Class: $4.99+ (under 1 lb, 2-5 days).
  • UPS Ground: $8.99+ (1-5 days continental U.S.).
  • Expedited options available for additional fees.

Free shipping promotions may apply on qualifying orders over a certain amount (details at checkout).

We reserve the right to modify shipping methods, rates, or availability at any time. In the event of force majeure (e.g., strikes, natural disasters), delivery may be delayed without liability. See our Returns and Refunds Policy for related details.

Returns and Refunds Policy

Effective Date: October 03, 2025

Last Updated: October 03, 2025

At Heritage Supply Co., we want you to be completely satisfied with your purchase. This policy outlines our guidelines for returns and refunds. All returns are subject to inspection and approval. Please review your order carefully before purchase, as some items (e.g., custom or perishable goods) may be non-returnable.

This policy complies with applicable laws and is subject to our Terms of Service. For assistance, contact us at [email protected] with your order number.

Return Eligibility

  • All returns must be initiated within 15 days of the original purchase date (or delivery date, whichever is later). Returns requested after this period will not be accepted.
  • Product must be in new, unopened condition with all original packaging, tags, and accessories intact.
  • All return requests require prior authorization via email.
  • Returns may be subject to inspection upon receipt.
  • We reserve the right to deny returns that don’t meet our criteria (e.g., used items, damaged packaging, or missing parts).

Important Fee Information

  • All approved returns incur a mandatory 15% restocking and handling fee (calculated on the item subtotal).
  • Original shipping charges are non-refundable.
  • Return shipping costs are the responsibility of the customer
  • Additional fees may apply for:
    • Damaged items.
    • Missing components.
    • Inadequate packaging during return shipment.
    • Items showing signs of use or wear.

Refund Process

  • Once we receive and inspect the return (typically 3-5 business days), we’ll process your refund within 7-14 business days.
  • Additional time (up to 10 days) may be required for bank/credit card processing. Refunds are issued to the original payment method.
  • Refund amount excludes:
    • Original shipping fees.
    • Restocking fee (15% minimum).
    • Any applicable damage or processing fees.
  • Partial refunds may be issued for items not meeting full criteria.

Exchanges

  • We do not offer exchanges. 

    Initiating a Return
  1. Contact our customer service team at [email protected] with your order number, reason for return, and photos if applicable.
  2. Await return authorization (we’ll send a Return Merchandise Authorization (RMA) number and instructions within 2 business days).
  3. Package the item securely in original packaging, including the RMA number.
  4. Ship to: Heritage Supply Co., 2117 S. Division Ave., Orlando, FL 32805, United States.
  5. Include all required documentation (e.g., invoice copy).

Track your return shipment and keep records. We recommend using a traceable service.

Non-Returnable Items

  • Personalized, custom-made, or final-sale products.
  • Hazardous materials or items with health/safety restrictions.
  • Digital downloads or gift cards.

Cancellations

  • Orders can be canceled before processing (within 1 hour of placement). After that, treat as a return.

We reserve the right to modify this policy at any time. All returns are subject to management approval and may be declined at our discretion. Additional restrictions may apply based on product or location. For international returns, contact us for specific guidance.