1. If I have any questions about the website who can I call?

Feel free to call the store at 662-843-3950. Operating hours are Monday through Saturday 10-5:30pm.

2. What is Heidi's refund policy?

Our return policy is that all items must be accompanied with a receipt and be within 15 days of purchasing. We offer exchange or store credit on any returns. We do not however offer returns on personalized items. To insure that everything is correct we ask that you please carefully review any personalization before it goes into production.

3. What do I need to do if I receive my item and the personalization is incorrect?

We first ask that you go back to the original order that was placed and double check that it is not exactly like what was submitted. If the monogram is wrong and it is our mistake we will be glad to remedy the situation. Email us at info@heidisonline.com  and we will take care of everything.

4. What payment options do you offer?

Any orders that are placed online must be paid for via credit card. We accept all major credit cards EXCEPT American Express. If an order is placed in the store we can also accept cash or check as form of payment.

5. My order will not go through online, what do I do?

Online ordering can be tricky at times. Heidi's wants to make sure your experience with us is as simple as possible. If for any reason the website does not accept your information or you are wary of online ordering feel free to email info@heidisonline.com and we will get back to you with any assistance needed.

Monogramming:

1. Can Heidi's monogram items that were not purchased in the store?

ABSOLUTELY. Heidi's prides itself on being able to monogram almost anything. If you are interested in monogramming something from outside of the store feel free to come in and let us take a look at the item. There is no extra charge for the item to be monogrammed if it was not from our store.

2. What order should the Monogram letters go in?

While this is usually done by preference of the person there is a standard way in which most people do them. Men typically get their initials in the first, middle, last order and all the same size. Women typically monogram their initials in the first, last, middle order. The last name will be in the middle and be slightly larger than the other two. This is not set in stone and we can do it any way you chose. We want you to be happy with the items you are purchasing.

3. Can I make a change to my order after payment has been processed?

If you place an order and later realize that you made a mistake or simply changed your mind please call 662-843-3950 as you as you realize this. If the item has not gone into production we would be happy to make any adjustments. After production has been started we unfortunately cannot change the your order.

4. Can I order an item blank or does it have to be monogrammed?

You can always order blank items from us and have them shipped to you. Please just specify that there will be no personalization to this order.

1. Can I pick up my order in the store rather than having it shipped? 

Yes! We offer an in-store pickup!

2. When will my order ship?

Most non-printed or custom orders ship in 1-2 business days.

Printed and customized items typically ship within 7 business days.

USPS First Class: 6.00 flat rate per Domestic Order (All 50 States & US Territories)

USPS Heavy Package: 18.00 flat rate

Shipping Policies

Robinson Retail, Inc is not responsible for merchandise once it leaves our facility. Our responsibility is fulfilled once we turn products over to our shipping carrier. Shipping is prepaid. All claims concerning missing and/or damaged merchandise must be made directly to the carrier. Shipping insurance is not provided automatically but is available upon request (please note that there will be an added shipping cost for insurance). Tracking numbers are provided via email; please check spam or junk folders. 

International Shipping

Shipping price shown is for USPS First Class International. Other USPS shipping methods are available upon request. We will only use the actual value of the product on the Customs Form. Customer is responsible for all Customs fees. Customs fees are unrelated to shipping charges, and therefore, cannot be substituted. International tracking numbers given by the USPS can be unreliable. Robinson Retail, Inc will provide as much information as possible, but we are not responsible for tracking numbers that are not updated regularly. Contact your local post office to receive more information.

1. How long does it take to finish an order?

Production typically take 3-5 business days to complete. Once completed we will ship your order to you. Please note the shipping time is not included in the 3-5 business days for production. Please allow longer production times for holidays and other busy times.