Help System
Phone help with your order - 9am-5pm Mountain Time, weekdays - (312) 253-7600
Frequently Asked Questions
User Login
Everyone must create a user login before completing the sale; it will ask you for your email address which will be your user id and you must pick a password. This user id will allow you to go back and check your order status and past orders, as well as not have to put in all your contact information for all future purchases. Please double check your email address/user id is typed in correctly or you will not receive any notification and receipts for your orders.
Lost / Forgotten password
Remember your user id is your email address. If you forgot your password, when you are prompted to login at the Login Page in the 2nd half under Login as an Existing Customer on the right side you can put in your email address and then the system will email you your password. Please allow up to 10 minutes to receive your password.
Remove or Delete Items from your Basket
To Remove an item from your basket -Check the box to the left of the item you wish to remove -A check mark will appear in the box -Click Update Quantity button at the bottom of the basket -Your basket should now adjust with the item remove, if needed repeat Please Note: If you have not yet logged in you may have additional items waiting in your user basket in addition to your anonymous basket If you want to clear both Click on the My Account button at top of the screen and login first
Payments
We accept Discover, MasterCard and Visa for credit card payments which are processed in real time and then your order is released right away. You can also user Fax/Mail Order and fax in your credit card information after printing out the order form if you would prefer but a 1 to 2 day delay on your order will occur. You can also mail in your printed order form with a check but please allow up to 2 weeks for this to be receive and then processed. Your order will not ship until we receive payment in full and as such Meru Class and Event Registration will be delayed up to 2 weeks. Please use your credit cards online for your next purchase. We have invested in bank level 256-bit security to protect your transaction, you will receive your order faster and it helps reduce our administrative costs related to manual data entry and banking.
Security Code
Security Code is a 3 or 4 digit code located on the back of your credit card following your credit card number.
Refund and Return Policies
Unauthorized Charges
The Hearts Center is a service-based non-profit organization which accepts donations and contributions. If you do not recognize a charge for a donation made to The Hearts Center, please call 312-253-7600 or email store@heartscenter.org and we will handle your refund request within 10 business days.
Refund Policy for Merchandise:
In the unfortunate event that you would like to return your new purchase from The Hearts Center you must contact us within 10 days of the date that you received your order. Please be sure to contact our customer service department before returning any items. Phone 312-253-7600 or email store@heartscenter.org. Books, DVDs and CDs (returned in their original, unopened, shrink-wrapped condition) and gift items can be mailed with the original packing slip to:
The Hearts Center
P.O. Box 277
Livingston, MT 59047-0277
Exchanges
If you received a defective item and need to exchange it for the same item, call 312-253-7600 or email store@heartscenter.org to request a replacement. We can only replace the exact item and version you ordered, and you are responsible to return the damaged item within 10 days.
What happens if I receive a damaged item?
If anything in your package arrives broken, please do the following:
- Call 312-253-7600 or email store@heartscenter.org with the nature of the problem. At that time, you can tell us if you want a refund or replacement. Please notify us of damage within 24 hours since many carriers have a cut off time after which they will not accept claims.
- Save all of the packaging including the outside carton.
- We will make the UPS insurance claim for you and do everything we can to replace your merchandise as quickly as possible.
When we make your claim, UPS may send a representative to look at the package and pick it up.
Please refuse shipment if you receive a visibly damaged item. This will allow us to file a claim easily with the carrier and help you get a replacement or refund as quickly as possible.
When will I get my refund?
Usually in about 2-3 weeks. Most refunds are reviewed and authorized in 3-5 days after we receive and process your return. Returns will be refunded in the form that the original payment was received.
Returns After 14 Days / Opened Items / Partial Refunds / Restocking Fees
Please understand that simply sending an item back will not guarantee a replacement or a full refund.
- Any unopened gift item in original condition that is returned more than 15 days after delivery: 80% of item's price.
- Any book that has obvious signs of use: 10% of item's price.
- Any CD or DVD that has been opened (taken out of its plastic wrap): 25% of item's price.
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error: no refund
Shipping:
If we shipped the wrong item or packaged it poorly and it was damaged as a result, we will pay the return shipping costs.
If you return an item and the reason for return is not a result of our error, the cost of shipping will be deducted from your refund.
Local Returns in Livingston:
If you prefer, you may bring the item and your packing slip to The Alchemy Exchange Bookstore within 10 days of receipt. Please call the store for more details 1-406-333-8801.
Paypal:
If you used PayPal to complete your order and want a refund to your PayPal account you must call 312-253-7600 or email store@heartscenter.org and get a return authorization number for credit back to your PayPal account.
Shipping
Notification
Once an Item is shipped the tracking number (UPS is selected) is entered into our system at the fulfillment center you will receive an update email, you can then click on the link to check the order status to see the tracking information. Please note that it can take up to a day for UPS to receive the electronic tracking information and have it available in their system even if they already picked up the parcel.
Over Night Shipping Cut off
Over night shipping cut off is 1:30 PM Mountain Time (excluding holidays - Friday shipments will arrive on Monday) Tracking. If you click on My Account, and login in with you user id an password and then click on the Order number you are interested in it will display your order, at the bottom of this information you will see the Order Shipment which contains the tracking number(s) which if you click on the number for UPS shipped items will give open a new window. You need to agree to the terms of UPS system and then you will be presented with a summary of your shipment. You can click on the Details button under the tracking number to see the entire transaction.
Shipping to a different destination
(Multiple location / Drop shipping / Send a gift to your Friend or Family) You can have your order sent to a different destination that your credit card billing address. When you go to check out your Billing Address will appear. At the bottom it the system asks you "Is this also your shipping address? Yes or No" Click on radio button to the right of NO to select a different Shipping Address then click continue. This will then list all of your current shipping addresses. (If the address is already there skip ahead to Use This Address) The system will store them for future shipments. If the location you want to send it to is not already listed on the bottom right hand click the Add address Button. Enter in the contact information for the new shipping location including You or your friend or Family's First and Last name, and all other field that say required to the right of them. Click update to save this address in your Address Book. Now find the newly added address and click on the "Use This Address" button. Continue with your order as you normally would selecting the shipping method, clicking continue, and entering in your payment information and click on the Place Your Order button to complete your transaction.
Split Order to Multiple Shipping Address
You can have your order sent to a different destination that your credit card billing address, When you go to check out your Billing Address will appear. At the bottom it the system asks you "Is this also your shipping address? Yes or No" Click on radio button to the right of NO to select a different Shipping Address then click continue. You will need to ensure that the different addresses you want the order sent to already exist, if not click on the Add Address in the bottom right corner and complete for each address you will use. Then Click the Multiple Addresses button at the Top Right. Your order will now be listed one with 1 line for each item you ordered. If you ordered multiple quantity of the same item it will break it up onto multiple lines. For each line select the desired shipping address from the pop up Ship To Field. When all have been set to your desired addresses then click continue. A Break down of the different shipment with shipping option for each and cost will now be displayed. Selected your desired shipping method for each shipment then click continue to go to the payment screen.
Digital Goods / File Downloads-
When an electronic download item has been purchased and paid for in full Look at the bottom of your Order Summary Page You will be presented with the opportunity to download the files Under the heading Digital Goods
Click on the Files listed below the column Item There are two types of downloads
No License- The file will prompt you to Open or Save it to your local computer
Licensed - When you click on the file a new window will open up If needed scroll to the right Read the agreement and then Click Accept The file will now prompt you to Open or Save to your local computer
Gift Certificates
You can purchase a Gift Certificate in a fixed amount or variable amount used for gifting to a friend an entire registration for event or Meru class
Once you have added the Gift Certificate to your basket and complete payment for your order the Receipt Order Summary page will display - under the Gift Certificate heading click on the link to the Gift Certificate your purchased to have the Gift Certificate Number displayed - This is the code you or your friend will to redeem the Certificate
Purchase on behalf of 3rd Party
If you would like to Gift or Sponsor an individual for a class or event please calculate the total amount you wish to gift to them and purchase a Gift Certificate Variable Price entering the amount in the price field. Then upon completion on the receipt page under the Gift Certificate heading click on the Gift Certificate Variable Price link which will display your Certificate Number. You can then copy and paste this into an email to your friend or click on the Print button to have a simple page for easy printing.
Once the recipient has received the gift certificate number they simply login to the store, order the course or event as they normally would and when they check out at the payment screen select the Gift Certificate as payment type and put in the Gift Certificate Number. Finally click Pay with Gift Certificate.
Addtional Assistance Click here to Email your Question or send us a suggestions!
