FAQ'S
What or who is Country Heart Customs?
Country Heart Customs is an Independently owned and operated family company. (We were country heart pearls, waiting on the papers from IRS of the name change to send to Shopify to change the name) We have a live Facebook & TikTok shows with a twist (CLICK THE BLUE FACEBOOK BUTTON ON THE HOME PAGE AND IT WILL TAKE YOU TO OUR FACEBOOK LIVE BUSINESS PAGE, we also have a private group that offers deals, codes and items that aren't public to the main page or you get first choice among exclusive deals, (COUNTRY HEART CUSTOMS VIP) we are also on Instagram and TikTok)
We also just sale items off of our website without you ever having to come on the live show, but we would LOVE to have you join us in having some fun playing games and getting amazing prizes. We play fun games for prizes, have claim items, auction items, make themed bags, make custom epoxy tumblers on occasion, beaded pens, sublimation tumblers, UVDTF prints on cups and libby glass cups, body care products (sugar scrub, sinus shower steamers, beard and hair oil, freshies and scent beads in sash bags, loofah soap, sugar lip scrub, soy wax melts-double strength, squeezy wax for your wax warmer and so much more.) We have worked very hard on it and stick to the very strict body care product guidelines according to the FDA standards and guidelines.
We also now create custom and regular T-Shirts. We offer sublimated, bleached, tie dye and reverse tie dye, vinyl and screen printed shirts. I can create a custom design for you or you can choose from ones that we have already available in screen print or sublimation on the website. The vinyl ones we would create when you order or when we create the different designs for the website. We will also be doing sublimated tumblers more so instead of the glittered epoxied ones.
You can say that we do it all and have our toes dipped in a lot of things, but we love it and would not change a thing. Word of mouth help small business' so much and is greatly appreciated. Make sure to follow us on Facebook, Instagram and TikTok.
Where are you located?
We are located in North Texas
Where all do you ship to?
At this time, we are only shipping with in the United States. We are looking in to options to mail outside of the United States, but shipping to other countries is crazy expensive and is not cost effective at this time. We will update once we can find something or a way to make it more cost effective for everyone to ship outside the US.
How long does it take to receive my items?
Shipping will generally take 7-10 business days, however our goal is 3-4 business days for RTS (ready to ship) items and 7-10 business days for customs made items. Does not include holidays or weekends, nor does the business day count if it is after 5 pm CST. Once shipping invoices are paid, I ship with in 2-3 business days, but could take up to 5 days depending on the order load/postal delivery time line. I have scheduled pick ups 2 times per week (if not daily) and if they can not pick up, I will drop them off. Items will be shipped 2 times per week. (Unless there’s a bunch of orders then they do pick up or get dropped of daily) When holiday seasons or peak shipping times arise, keep in mind that shipping times take longer and that is not something that we can help once it leaves our facility.
Do you offer Refunds, Exchanges or Returns?
Sorry, we DO NOT offer refunds, exchanges or returns. Please make sure when you purchase, that it is what you want. If you are ordering bath products/homemade items, or custom/RTS T-shirts, make sure you order the correct size, color, scent, check for any allergies on the ingredients list, etc. as we are not responsible for that. When you check out you are agreeing to all terms and conditions of ordering and accepting that there are NO returns, exchanges or refunds. If it is a mistake on our part, please send us a message and we will look at it and make it right upon proof. You must contact us with in 3 days of your items being delivered per tracking if there is anything wrong or we will not be able to offer help, credit to the store or replacement should there need to be one.
We will give you store credit should we feel the error is our fault but we will come to that when we get there, items must be returned at YOUR expense before credit can be given for future purchases in the store. Make sure you take pictures of everything if something is messed up from the delivery, box, inside, everything as they will ask for it and if it's something for us, we will ask as well and if you do not have it, we will be unable to unfortunately do anything since there is no proof and we keep proof when its shipped, so we need to see where the error happened.
If you get a car freshie/freshie sash bag, how do you care for it or where do you place it? (Not on the website for sale yet, just randomly put in packages as thank you's for orders)
These are not edible so PLEASE do not eat. These are smell goods for your car, closet, drawers, trunk, anywhere you want it to smell good. Do not place the freshie or sash bag directly on anything as the oils may discolor or damage what ever you set it on. Always have it set on something or have it hanging. We are Not responsible for any damage to property so please follow directions. If you live where it gets super hot like here in Texas, do not leave the freshie hanging in the window as it will continue to melt as it's in direct heat and its like an oven when we have our 110 degree heat. Please take down and place some where else safe or place in a bag with holes to still smell the amazing fragrance. This will help prevent any damage to your vehicle where any oil could possibly leak and to the freshie. I personally use the sash bags and hang them on the bar underneath my car seats so they are out of sight but I can still smell them and if it's hot, I place a paper towel under them just incase any oils decide to drip out, which I haven't had happen yet, but it could. Use your best judgement, just know that we are not responsible.
Can I pre-order for a show?
YES! Absolutely!! You can order from the website at anytime. Your order will go in the line up to be opened at the next live show, or the next time you make it to the live show.
Will my order be opened LIVE if I am not able to be on during that time?
I will call your name during the show and if you are not there, you will roll over to the next party until we get you opened if there are items or games that you have that will need to have choices made for items. The only time it will be opened live is when you specify that we can go on and do it, as long as its a game that can be done with out you being there to make choices, or it is something that is to be opened and you do not need to make a choice and I will send you a timestamp for the show to go back and watch what you got on Facebook as tiktok does not do the timestamps. we will stream on both platforms.
If I order during a live show, will my order be opened during that show?
Yes your order will be done during that live show unless you ask to be moved to the next live show, if it gets too late or you can't stay on. We generally stay on for hours to complete orders for our customers.
What happens if I place multiple orders?
If you place multiple orders, they will all be combined and added to the lowest order number. They will all be opened at the same time. You will not have to wait to see them opened at different times. However, if you order after we have already completed your first turn, you will be back added to the line up in the order that orders have come in.
I can't get a response on Facebook and it seems like I'm being ignored during the live party.
Please know that you are not being ignored. Facebook filters a lot of comments, so if you aren't getting your answer, please ask again as we did not see it and put an emoji with it. If there are a lot of viewers commenting at the same time as well, FB will filter out comments due to it slowing down the page. Also, adding an emoji to your comment helps them get seen and less filtration from Facebook. Also, we don't always get notifications or messages on Facebook with the updates so if you reach out to us and we do not respond, please know that you are not being ignored. Facebook has been messed up for a while for us and we have sent several service and complaint tickets and it has yet to be fixed. I have created a post that is pinned to the top of the business page that you can comment on and I will see that as I check that often when there are issues. Just state that you sent a message or want shipping or whatever the case is.
What happens if my package is received damaged from the post office or shipping carrier?
You will need to file a claim with the post office or shipping carrier in your area. You will need to have pictures of the box/package and of the damaged contents, along with your invoice for your purchase showing the amount that gets emailed to you when you order. They will not allow us as the business to file the claim on your behalf because you are the one that received the item and made the purchase. We make sure that everything is in perfect condition when it leaves our facility to ship out to you along with making sure that it is properly secure to try and avoid any damage.
When you pay shipping, you pay for insurance as well up to $50-$100 that is with your tracking.
Unfortunately, there is nothing that we can do about the broken items as we can not replace them as most are one of a kind that we have found. If you need help or an itemized list of what was purchased for your claim, we will be more than happy to help you with that.
YOU HAVE TO FILE A CLAIM WITH THE SHIPPING CARRIER AS WE ARE NOT RESPONSIBLE NOR WILL WE REFUND DUE TO THE PACKAGE HAVING INSURANCE FOR YOUR ITEMS.
How does shipping work?
This is for our Live shows, claim shows and ones that want shipping held until their boxes are filled.
We are trying a new way of shipping to cut down the cost for our customers.
I will make a post on Facebook and send each customer a message if I can find them on Facebook that I have sent out invoices that need to be paid to the email that was provided during check out on the website. If you can not pay within 24 hours of being sent, please email or message me on fb to let me know so I do not have to keep sending messages nor trying to track you down for shipping as I do not have time for that nor the space to store all orders that aren't paid for. Please keep open communication with me as I will and do with you.
If you buy pods or anything else on the website where shipping is not included, which it will state, you will receive an invoice for EXACT shipping cost. Invoice for shipping must be paid within 24 hours of being sent unless other arrangements have been made. If invoices are not paid, they will be canceled and a restock fee will be charged/deducted from the refund amount.
I use several different websites as a business to get the cheapest shipping rate with my businesses discount that I pass on to you to save you money, which a lot of business' and shows do not do, that is why I send a separate invoice for shipping for big items or when playing games since we have to weigh items after all is done. If I let it auto calculate on the website, you would be paying double or triple what I send an invoice for with my discount that I do not have to give, but do to help each of our customers out.
There are times when items have shipping included and it will show that on the website so you will not get a separate invoice for shipping in that case. Items that has shipping included state that on them. The ones that do not WILL get an invoice for shipping until I can get a cheaper option set in place automatically for you where it can be placed on there when you place your order that has shipping charges.
All orders on the website for products are charged shipping and you can read about the shipping policies under that tab so you know how that works, but it will charge between Shopify and the carrier, then if there is overage, I will refund the difference as sometimes they charge a little too much. If you get a refund you will get an email stating that and credit back to whatever payment method used during checkout.
Please see all legal tabs at the bottom of the website.
What happens if I do not pay my shipping invoice when it is sent?
You will be refunded the amount paid, minus a restock fee of $10 PER order placed to restock the items as other customers could have had the items you claimed/purchased. Custom items will not be refunded as they were customized just for you (tumblers, body products, t-shirts or anything else you ordered that we customized for you).
I will make a couple of attempts to reach out to you through messages on Facebook messenger and/or email provided, which is noted in the system for records of any sort of disputes from PayPal, your bank, credit card, Shop Pay. We keep very detailed notes, screenshots and emails/invoices being sent should their ever be any questions or disputes to cover us. We will have to figure out a resolution as if there is a shipping charge, you must pay it to get your items. Some of those items have free shipping while others do not as we can not offer free shipping as we can not calculate shipping until they are made and weighed.
Please see all legal documentation listed in tabs at the bottom of the website for all information.
What is a restock fee?
A restock fee is a fee that is charged due to invoices not being paid for shipping and having to be refunded and all items having to be restocked back in to the inventory. These are items that other customers could have had. There will be a fee deducted from the refund amount of $10 of items purchased per order placed (ex: customer orders 3 times and has them shipped together, they would have to have a $30 restock fee deducted from the refund amount, $10 for each of those orders). Custom items will not be refunded, example: pens/tumblers, shirts, body products etc. as they were customized just for you and can not be resold due to customization's.
What happens to codes or tokens won on the show should a person ever get blocked or banned?
We do not like having to block or ban anyone, however there are times when we have too. Unfortunately when that happens you will forfeit any tokens or codes you may have gotten as you are no longer allowed on the page or allowed to purchase. When you order this is stated on the games that has tokens on them. It takes a lot for us to block and ban someone, so if that happens someone has really messed up. We do not do drama nor do we tolerate being disrespectful to our staff, customers or viewers.
— we do not and have not done tokens in over 3 years now
- NOW ACTIVE:
A VIP- ❤️ Country Heart Customs VIP ❤️group is currently being created so that going forward That's is where I will post any codes, specials, secret deals, limited items, special items, giveaways, etc., that will not be posted to the regular Facebook page. Everyone that has current codes can still use those until they are all used up so don’t worry, they will NOT expire.
When you get in the VIP group, if some one is not in there, please do not share any codes or deals with them. They can join if they want in on the deals given. This will help limit so many post on the business page and get things changed up and redone. If you share outside the private group, you will get a message and then if it happens again you will get blocked from all pages. There is a reason for this, so please respect that. So, once I post the link, go answer the questions so we can get you in and then I will start getting things posted soon and get things back up and running :)
What forms of payments do you offer?
PayPal, Shop Pay (like Sezzle- Shopify’s version) Credit and Debit cards
What is the address if I want to mail something to you?
Send us a message =)
Countryheartcustoms2@gmail.com
on Facebook or Tiktok
Updated 11/27/2021 & 01/09/2024