Shipping policy

Shipping Policy

Last Updated: August 22, 2026

Thank you for shopping with Hetero By Design. Many of our Hetero By Design and True Strength products are made to order, meaning your item is produced specifically for you after your order is placed.

Please review the information below regarding processing, shipping, and delivery.

Order Processing & Production

Because many of our products are made to order, please allow time for your order to be produced before it ships.

Production times may vary depending on the product, order volume, product availability, holidays, and other circumstances.

Once your order has shipped, you will receive a shipping confirmation containing tracking information when tracking is available.

Shipping Rates

Applicable shipping charges will be displayed at checkout before you complete your purchase.

Shipping costs may vary based on the products ordered, quantity, destination, shipping method, and fulfillment requirements.

Estimated Delivery

Delivery estimates shown during checkout are estimates and are not guaranteed unless expressly stated otherwise.

Please remember that the total time to receive a made-to-order product may include both:

Production/processing time + carrier transit time.

Once a package has been transferred to the shipping carrier, delivery may be affected by weather, holidays, carrier delays, or other circumstances outside our reasonable control.

Multiple Packages

Some orders may contain products that are produced or fulfilled separately.

As a result, items from the same order may occasionally arrive in multiple packages or on different days.

If this occurs, you may receive separate tracking information for each shipment.

Tracking Your Order

When tracking information is available, it will be provided after your order ships.

Please allow time for the carrier's tracking system to update after a shipping label has been created.

Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address during checkout.

Please review your shipping information carefully before submitting your order.

If you discover an error in your shipping address, contact us as soon as possible.

Because orders may enter production quickly, we cannot guarantee that an address can be changed after an order has been submitted.

If an order is returned, lost, or requires replacement because an incorrect or incomplete address was provided by the customer, additional shipping or replacement charges may apply.

Lost Packages

If tracking indicates that your package appears to have been lost in transit, please contact us so we can assist with investigating the shipment.

We will work with the appropriate fulfillment provider or shipping carrier to determine the appropriate resolution.

Packages Marked Delivered

If tracking shows that your package was delivered but you cannot locate it, please:

Verify that the shipping address on your order is correct.
Check around your property and any secure delivery locations.
Check with members of your household or neighbors who may have received the package.
Contact the shipping carrier for additional delivery information.

Please also contact us if you need assistance.

We will make reasonable efforts to help investigate the shipment; however, we cannot guarantee refunds or replacements for packages confirmed as delivered to the correct address.

Damaged or Incorrect Orders

If your product arrives damaged, defective, misprinted, or you receive an incorrect item, please contact us within 14 days of delivery.

Please provide your order number and clear photographs showing the problem.

For additional information regarding replacements and refunds, please review our Refund & Return Policy.

International Shipping

International shipping availability, if offered, will be displayed during checkout.

International customers may be responsible for applicable customs duties, taxes, import fees, or other charges imposed by their country. These charges are not included in the product price or shipping charge unless specifically stated during checkout.