FREQUENTLY ASKED QUESTIONS

We guarantee 100% customer service which is why we aim to ensure your experience is flawless. 

Processing & Shipping Policy

All orders require up to 14 Business days (Monday - Friday) processing before shipping. After processing is complete you will receive an email with your tracking number. Although we ask for up to 14 business days to process your order, orders are shipped and processed daily. Most of our orders are received within 7-10 business days.

*Due to COVID-19, UPS and USPS have suspended service guarantees. Quoted delivery dates are estimates, and shipping times may take longer. If your tracking number has not updated in 5 business days (not including weekends & Holidays) please email customer service. Thank you for your support. 

 

Delivery Discrepancies

My package was returned.

​If your package is returned to us, you will be notified via email. All returned packages will be refunded minus the original shipping cost. If your package was returned due to natural disaster (Hurricanes, Fires etc.) we will hold your package until UPS can safely deliver it to you with no additional cost.

 

Lost, Stolen or Damaged Packages

My package is missing.

​ If your package was lost or stolen, you must file a claim with UPS OR USPS. Click the link below to start the process of your claim. To avoid stolen packages you can also request UPS to hold your package at your nearest UPS location. All packages must be picked up within 3 business days. If your package is not picked up within 3 business days UPS will return the package to us. At that time a refund minus shipping costs will be issued.

UPS CLAIM- https://www.ups.com/us/en/help-center/claims-support.page

USPS CLAIM - https://www.usps.com/help/claims.htm

 

My order is marked delivered but I have not received it. 

USPS is responsible for the delivery of the package. In the event you are unable to locate the package posted “in-transit” or “delivered” we recommend contacting your local post office.

 

What should I do if I entered my address incorrectly on the shipping info?

Heavy on God WILL NOT BE HELD LIABLE  for any shipping address discrepancies which include lost, stolen, misplaced, or incorrectly delivered shipments. It is the customer's responsibility to provide the correct information before submitting their order. If the shipping or product information provided is incorrectly entered, please email us with a picture of your ID and correct address. For fraud prevention we cannot change your entire shipping address. However, we will update minor errors (your zip code, apartment number, house number etc.). If your order is shipped before your address change is processed, it is the responsibility of the customer to contact UPS and try to retrieve the package. We are not responsible for packages shipped to the wrong address due to an incorrect address.

Returns, Exchanges & Cancellations

What is your return policy?

We do not offer refunds, exchanges, or store credit. We do not accept returns or issue store credit based on buyer’s remorse. All products are available for viewing online to help you select the right products. If the product you received is defective, we will make up for it. You must notify us within 7 days of receiving your order if there is a discrepancy. 

Email customer service at info@heavyonlove.com. Please include your order number, name and email used on the order. Make sure to specify the concern: original product ordered as well as the actual product you received including the style/design, color and size. Please also attach a picture of the product(s) showing the mishap. Example: showing the defect, the size, or wrong item.

Thank you for understanding this policy!

 

Color Disclaimer

What if the particular shade of the color I ordered seems off?

Due to variation in monitor settings, Heavy on God. makes no guarantees regarding color matches of the product.

Note that like-named colors used by various apparel manufacturers/brands/styles (i.e. Navy, Navy Blue, Dark Navy, etc.) are not necessarily an exact shade match to each other or to any of the Heavy on God. thread guide options.

Fabric colors represented on computer monitors may vary due to variations in computer screens, resolution, color, tone or any other display settings.

Sizing 

Is my HOG shirt men's or women's sizing?

 

All Heavy On God shirts, hats and hoodies are unisex sizing.