All orders are fully personalized, so once an order is placed, it cannot be edited or cancelled. If you notice an error or have any questions about your order, please contact us immediately at contact@linebyheart.com.
Returns, Exchanges & Cancellations
Can I cancel my order and receive a refund?
Our artists start creating your design as soon as your order is confirmed. Therefore, full refunds are not available after submission, even if production has not yet begun.
Partial refunds may be possible, with $29.99 deducted for the digital design fee, as work has already started. Please note that the “Skip the Line” service is non-refundable.
Once production is complete, refunds are no longer offered. Refunds for digital products delivered via email are also not available.
If you want a new design with a different photo, a $12.99 redraw fee applies, as the design process must start over.
My item arrived damaged. Can I get a replacement?
If your product is damaged upon delivery, contact us immediately with a photo showing the damage. We will provide a replacement promptly.
Please note: damage must be reported within 14 days of receiving your order. After this period, refunds or exchanges will no longer be available, even if the item is damaged.
I haven’t received any emails after placing my order. What should I do? If you haven’t received an email within 7 days:
Check your spam or junk folder.
Confirm that your email address was entered correctly, as approval of your design is required before production begins. We cannot ship without your approval.
If you still don’t receive a response after 2 days, try contacting us using a different email, as messages may occasionally bounce.
Additional Information
By placing an order, you agree to our Terms and Conditions.
We cannot guarantee exact delivery dates and are not responsible for shipping delays.
Delivery times listed on our website are average estimates. Actual delivery may sometimes take longer or occasionally arrive sooner.
FAQ
How it works?
Place Your Order Upload your pet’s photo and complete your order.
Art Preview (1–4 days) You’ll receive a design preview by email. We move forward only after your approval.
Unlimited Revisions Request changes until you’re satisfied.
Production (1–3 days) After approval, your order is produced and prepared for shipping.
Shipping Your order is carefully packaged and shipped. See details in our Shipping Policy.
Need it faster? Choose “First In Line” and Express or Priority shipping at checkout.
What's the turnaround time?
Design Preview (1–4 business days) After placing your order, you’ll receive a design preview by email within 1–4 business days.
Production Time (1–3 business days) Once you approve the design, we begin production, which takes approximately 1–3 business days.
Shipping (1–5 business days) After production, your order is packaged and shipped. Delivery typically takes 1–4 business days, depending on the shipping method selected at checkout.
Need it sooner? Use our First In Line service to prioritize your design, and choose Express or Priority Shipping at checkout for faster delivery.
All timelines are estimates in business days.
Can I see the design before purchasing?
Since every piece ishandmade, we don’t provide previews before the order is placed. But don’t worry—you can requestunlimited revisions, and we only ship once you’ve approved the final design, making sure it’s exactly how you want it.
Where can I see my order status?
Click“Track My Order” in the top menu to view your order status.
You can also check it directly at linebyheart.com/apps/track123
