Heartland Awards Hours: Monday – Friday 8:00 a.m. to 5:30 p.m. CST
712-560-1634 Phone
800-316-0123 Toll Free Phone
customerservice@heartlandawards.com
100% Customer Satisfaction:
We are confident that you will be pleased with the quality of our finished products. We stand behind our products and our workmanship. You can always contact our staff by phone or email us with your concerns.
Workmanship: We guarantee the workmanship of our products. Since most our products are custom engraved, there is no returning of engraved products except for errors. If there is a product that can be salvaged (components returned), we will return that portion of the product that is returnable, with no visible damage incurred taking off the engraved plate. If the product is engraved directly onto the product, there are no returns (unless we make a mistake engraving). If the quality of the product or our workmanship regarding engraving is substandard, we will replace it free of charge.
Product Quality: We use a wide variety of materials in our donor wall products. Each material has different characteristics. Some of our donor boards involve wood products. Wood products have variations from board to board, and occasionally have imperfections that are accepted by the industry. We try to screen out the worst imperfections that we find unacceptable.
We understand that if we ship products with major imperfections, we will not retain your future orders. We want you to realize that every board shipped is not going to have perfectly clean grain lines on them. These variations are some times the true beauty of a product.
Please call us at 1-800-431-0123 before the order if you have any concerns. We will try working with you on these issues.
Damaged Product: If there is damage to the box an item was shipped in, contact the carrier before opening the box. Whenever you sign for a package from a common carrier (UPS, FedEx, USPS, or Trucking Company), make sure you always check the packaging it comes in before signing for it. If there is damage, make sure you bring it to their attention, and noted on the receipt you sign. Ask for a claim form for the package. If you don’t, they may claim you damaged the product when you took it out of the box, or when you were handling it.
If there is damage, make sure carrier is aware of it and take photos if you have a digital camera. You must file the claim with the shipping company, so be diligent when receiving the package. You have a limited time to file. Let us know about the damage, and if it needs replaced.
Returns Policy: All returns must be authorized by Heartland Awards before being shipped back to us. We will give you a Return Authorization Number before you ship. If it is our mistake, we will pay for the shipping charges. If there is a return due to not liking the finished product or change of plans (providing that the product is returnable), you will need to pay for the shipping.
Engraved Items are not returnable. If we have made a mistake, we will replace it free of charge. Defective items will be replaced free of charge. All returns must be in original packaging and in original mint condition. Returns on damaged or scratched merchandise will not be accepted.
Returns and exchanges must be authorized within 21 days of receipt of the product. All returns on instock items are subject to a 15% restocking fee. Custom boards are not returnable. Returns must include the Return Authorization Number. In the returns box, please include the following on a sheet of paper:
RGA Number
Company Name
Your Name
Your Address
Order #
Reason for Return
Changes or Deletions in Orders: We will make every effort to accommodate your requests. Most of our products are personalized products. If we have not manufactured your items, we will gladly change it. If we have already manufactured your items, we will give you the available options.
Web Site Images: We make every effort to make sure the colors and finishes of the images on this website are as accurate as possible. There are 3 main variables to consider. The lighting conditions for digital photography can change the actual color of the photo. The monitor being used by you or us can be off a little. We have 2 monitors hooked to our computers. We see the variations between different monitors.
Most people are pleasantly surprised with the beauty of our products compared to the photos that they see on the website. We suggest that you order a sample if you are concerned about variations of tones or colors of our products. We cannot be held responsible for these variations in color finishes. Lighting conditions at your site will affect the presentation of any donor wall. Are you using a natural light, warm light, cool light, or florescent lighting. These will change the tones of the boards, but especially how the name plates show up.