Customer Service
Welcome to the HeelingTouch.Com Customer Center, where you will find answers to frequently asked questions about contacting us, shipping and delivery times, returns, warranties, and other helpful HeelingTouch.Com information.
| Most Frequently Asked Questions
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Contact Us.
You can call one of our customer service representatives. They are available during the following hours 9:00 a.m. to 6:30 p.m. Monday though Friday (US Central Standard Time): 763.420.4131
Outside of these times you may:
- Leave a message on our answering machine and we will call you back during regular business hours
- Reach us by FAX, 24 hours at 763.420.4131
- Send us an e-mail, 24 hours at: sales@heelingtouch.com
- Write us at
Heeling Touch
13565 Grove Dr.
Maple Grove, MN 55311, USA
Delivery Time
Our goal is to process all orders within 48 hours of receipt, exempt all Cedar Product are made as the order arrived will take 3-6 extra days to be possessed and shipped. Please note that orders placed on weekends on holidays will not be processed until the following regular business day. If you choose to upgrade your shipping method it means updating the transportation time not the total time of receiving the order. Choosing to upgrade shipping option does not mean your order will automatically arrive 2 or 3 days after you submit your order, but 2-3 days after regular processing time.
Orders are processed and shipped during regular business hours (defined as Monday through Friday, except holidays).
If we encounter any problems processing or shipping your order, you will be contacted within two business days from the receipt of your order and given an opportunity to either change or cancel your order.
Note: You will be contacted by email. Please make sure that you will receive emails sent by sales@heelingtouch.com or heelingtouch@aol.com and please check your emails (including spam folders).
You can expect delivery of your order with regular ground shipping anywhere between 2 to 10 business days after your order has been processed. Delivery Time depends on where you are located. The products are delivered from our three different warehouses in U.S. Deliveries to the West will take more time than deliveries to the East Coast, as our main warehouses are located in MN VA, ME and PA.
If you did not receive your order within 14 business days (counting from the next business day following your order) please contact customer service 763.420.4131 during regular business hours.
Note: The delivery times stated are only valid for shipments within the continental US. Deliveries to other destinations may take considerably longer. On International orders the delivery times depends on where you are located and the Shipping Option you have chosen. Please contact customer service at 763.420.4131 or email us at sales@heelingtouch.com with questions concerning delivery times and delivery options for destinations outside of the continental US.
When contacting us by email please enter Delivery Times or Order ID #: into the subject line. Emails without a subject line will be deleted.
View Detail for Shipping Here.
Returns and Exchanges
Guidelines for returns
If for any reason you are not completely satisfied with your purchase, The HeelingTouch.Com offers a 30-day (from ship date) return and exchange.
All Returns/Exchanges Are Subject To The Following Requirements:
- Returns or exchanges must be made within 30 days from ship date.
- All returns a 10% restocking fee applies.
- To exchange an item(s), the restocking fee does not apply.
- All returns must be in brand new, mint condition.
- Returned item(s) must be in the original undamaged manufacturing packaging with all packaging materials, contents and tags.
- All item(s) must be in a resalable condition.
We Cannot Accept the Following for Returns or Exchanges:
- Any personalized or customized item(s).
- Any used or worn item(s) will not be accepted.
- Open shoe lace boxes
- Partial used shoe care products
- Products without original boxes are not returnable.
- Any used merchandise sent to us will be returned at the customer's expense.
- We reserve the right to refuse a return or exchange on any product that does not meet these requirements.
Returning Your Order for Refund or Exchange, please follow the steps below.
- Email sales@heelingtouch.com or call (763) 420-4131 to request a Return Authorization Number (RA#). When calling, please have your order number available. Via e-mail, please include your Order ID: number on the subject line. Include name, order number, and reason for return or exchange. This is how we track the return and any credit related to you.
- Pease include your RA# on your return label.
- Complete the Return/Exchange Form and send back with item(s) in the box.
The Return Authorization number will be valid for 15 days from the date issued. We are not responsible for lost or stolen packages. We recommend that you insure the parcel when shipping higher-priced items. Packages must be returned prepaid - we do not accept C.O.D. deliveries, items will be returned. Once we have received the item(s), please allow 3-4 weeks for us to process your return. The HeelingTouch.Com cannot refund original shipping and handling charges on exchanges or returns. If you cancel an order after the item(s) have been shipped, shipping charges cannot be refunded. We will refund shipping charges only if the item shipped was due to our error.
Damaged Merchandise, Defective Merchandise, Wrong Item Shipped, Missing Item
Please call or email customer service for return authorization and special return instructions or View Detail for Warranties Here.
Phone: 763.420.4131
Email: sales@heelingtouch.com
If you call customer service please have your order ID: number ready. If you contact us by email enter the order ID: number into the subject line,
HeelingTouch.Com reserves the right to deny any return.
Shipping
Shipping is available Domestically within the Continental U.S. , to Alaska , Hawaii , APO/FPO Addresses, U.S. Territories and Canada and Internationally in some Countries. View Detail for Shipping Here.
Standard Shipping Method
Our standard shipping method within the continental United States is UPS Ground. We reserve the right to ship with a different carrier of our choice.
Please provide a valid street address and the phone number of a contact person for delivery. UPS cannot deliver to P.O. Box addresses.
Shipment to P.O. Boxes
If you would like your order to be shipped to a P.O. Box, we will use US Postal Service.
Continental U.S. (lower 48 States)
- Standard Shipping charge (UPS Ground)
- P.O. Box Shipping charge (USPS Ground)
- Orders of $250.00 or more: FREE SHIPPING!!
- No free shipping available on non-ground and international shipping
- UPS 3rd Day Air shipping extra $12.95.
- UPS 2nd Day Air shipping extra $18.95.
- UPS Next Day Air shipping extra $35.95.
Alaska,Hawaii, APO/FPO Addresses and U.S. Territories
Orders shipped to Alaska, Hawaii, Addresses and U.S. Territories are sent as Priority Mail using the United States Postal Service. View Detail for Shipping Here.
Shipments to APO/FPO addresses cannot be tracked. HeelingTouch.Com cannot be held responsible for lost packages if you require shipment to these addresses.
- Standard Shipping Charge (Alaska, Hawaii, Addresses and U.S. Territories) $12.00
- Standard Shipping Charge (APO/FPO) $8.00
- There might be additional charges for oversized or extremely heavy orders or for shipments to remote destinations. $25.00
- No Express Shipment available
For information on the shipping rate please contact customer service at 763.420.4131 or email us at sales@heelingtouch.com during regular business hours (Monday through Friday, 9:00 a.m. to 5:00 p.m. CST; except holidays)
International Shipping
Orders shipped overseas are sent as Priority Mail using the United States Postal Service. View Detail for Shipping Here.
- Air Parcel Post Shipping Charges extra $25.00
- Air Shipping Charges extra $45.00
- Express Air Shipping Charges extra $55.00
Note: On International orders the delivery times depends on where you are located and the Shipping Option you have chosen. Unless you have chosen Express Air Shipping is out of our control to track the package. According to the post office estimated time of arrival 4-7 days. After we ship the order with the post office we do not have control of tracking the package. All depend after that to your central, regional or local post office. From our experience order have been taking to arrive any time between 1 to 3 weeks some time.
Please contact customer service with questions concerning delivery times and delivery options for destinations outside of the continental US. Call >763.420.4131 or email us at sales@heelingtouch.com during regular business hours (Monday through Friday, 9:00 a.m. to 5:00 p.m. CST; except holidays)
Shipping Restriction
U.S. Department of Transportation (DOT) Restrictions on Air Shipping
Most of our packages are delivered by a combination of air and ground transportation. But the U.S. Department of Transportation (DOT) prohibits air shipment of items that could contribute to an onboard fire or other mishap. View Detail for Shipping Here.
Restricted items include:
- Products that contain flammable volatile or corrosive chemicals.
- Aerosol-type products, spray cans.
- Most shoe polishes liquid or wax.
- All leather cleaners/conditioners/waterproofing cans.
We're committed to getting your order to you as quickly as possible, but we also want to do it safely and responsibly, in compliance with DOT rules. That's why we require ground-only delivery, at our Standard Shipping rate, for orders that contain DOT-restricted products.
** HeelingTouch will ship any DOT-restricted products separately via Ground if you have selected 3 rd or 2nd Day Air shipping.
Your Privacy and Security
At HeelingTouch.Com your privacy and security are our number one priority. We do not share any identifiable information about you with other companies, except in the case of dealing with manufacturers for order fulfillment and warranty issues. In such a case, we offer this information only to improve your shopping experience at HeelingTouch.Com, and we only provide it under strict confidentiality. We will never sell or rent your name, e-mail address, telephone or fax numbers, address, or credit card numbers or any other personal information you might have provided us.
We do collect your IP address and general browsing patterns when you visit our site. We use this anonymous information to help diagnose problems with our server and to assist us with improving your shopping experience at HeelingTouch.Com. |
