HeldInside Customer Care
Shipping & Delivery Policy
Every HeldInside item is made to order and personalized just for you. Your mug, canvas, or acrylic night light is produced after your order is placed, using the design, text, photos, and QR memory details you submit.
Estimated Production & Shipping Time
Estimated delivery time includes both production time and shipping time. Time frames are estimates, not guaranteed delivery dates.
| Product | Production Time | U.S. Shipping Time | Estimated Total Time |
|---|---|---|---|
| Personalized Mug | 2-4 business days | 5-7 business days | 7-11 business days |
| Personalized Canvas | 2-4 business days | 5-7 business days | 7-11 business days |
| Acrylic Night Light | 5-7 business days | 7-15 business days | 12-22 business days |
Delivery times may vary due to order volume, carrier delays, weather, holidays, address issues, or other circumstances outside our control.
Order Processing
Orders begin processing once payment is accepted. Because each product is personalized, please review all details carefully before checkout.
Within 12 Hours
You may request to cancel or modify your order by emailing support@heldinside.com with your order number and the requested change.
After 12 Hours
Your order is locked for production and may no longer be canceled or edited. Production may begin shortly after the lock period.
Shipping Carriers
We use trusted carriers depending on product type, shipping destination, and available shipping method.
- Orders may ship with USPS, UPS, FedEx, DHL, or other local delivery partners.
- Once your order ships, a shipping confirmation email with a tracking number will be sent to the email address used at checkout.
- If your order includes multiple products, items may ship separately and may have separate tracking numbers.
Tracking Information
Tracking may not update immediately after the label is created.
- Please allow 24-72 hours for the carrier to scan and update tracking information after the tracking number is created.
- If tracking does not update right away, it usually means the carrier has not scanned the package yet.
- If your order is past the estimated delivery window and tracking has not updated, please contact us.
Busy Season Notice
Production and delivery may take longer during high-volume shopping periods.
- Holiday seasons such as Valentine’s Day, Mother’s Day, Father’s Day, Independence Day, Halloween, Thanksgiving, and Christmas may add extra business days.
- We recommend placing holiday orders as early as possible.
- Estimated arrival dates may change during peak seasons due to carrier volume and production demand.
Special Delivery Areas
Some destinations may require additional delivery time or have limited shipping options.
- Orders shipped to Alaska, Hawaii, Puerto Rico, Guam, U.S. territories, APO/FPO/DPO addresses, or remote areas may take longer.
- Canvas and acrylic night light orders may have limited shipping options depending on package size and destination.
- Large, fragile, or specialty items may be shipped separately for safer delivery.
P.O. Box Addresses
Some products may not be deliverable to P.O. Boxes.
Mugs
Mugs may be eligible for delivery to certain P.O. Box addresses depending on the carrier.
Canvas & Acrylic Night Lights
Canvas and acrylic night light orders may not be deliverable to P.O. Boxes because of package size, fragile handling, or carrier restrictions. A physical street address is recommended.
Incorrect or Incomplete Address
Please make sure your shipping address is complete and accurate before placing your order.
- HeldInside is not responsible for packages delivered to the wrong address, delayed, returned, lost, or destroyed because of an incorrect or incomplete address provided by the customer.
- This includes missing apartment numbers, incorrect ZIP codes, wrong city or state, misspelled street names, and outdated addresses.
- If you notice an address mistake, contact support@heldinside.com within 12 hours after placing your order.
- After the order is locked or shipped, we may not be able to update the address.
Lost, Missing, or Delayed Packages
We will help review delivery issues when the shipping address was correct.
- If tracking shows your package is delayed, please allow the carrier additional time to complete delivery.
- If your package appears lost or has not arrived after the estimated delivery window, contact us with your order number and tracking information.
- If tracking shows the package was delivered but you cannot locate it, please first check with household members, neighbors, building management, mailbox areas, or the local carrier.
- If the package is confirmed lost and the address was correct, we may assist with a replacement or refund according to our Replacement & Refund Policy.
QR Memory Page and Shipping
The QR memory page is a digital feature connected to your personalized product and does not require physical shipping.
- The printed QR code on your product is part of the production process.
- Please make sure all QR-related information and uploaded content are submitted correctly and on time.
- Delayed or incomplete QR setup may affect production or fulfillment if QR details are required before printing.
Shipping Fees
Shipping fees, if applicable, will be shown at checkout before you complete your purchase.
- Shipping costs may vary based on product type, destination, order quantity, and available shipping method.
- If an order ships in separate packages, each package may receive its own tracking number.
Contact Us
For shipping questions, tracking issues, or delivery support, please contact HeldInside Customer Support.