Frequently Asked Questions

Orders

What type of credit cards can I use to make an online purchase?

At Heartland Store we accept Visa and MasterCard debit and credit cards, as well as Discover and American Express credit cards. All credit cards must be drawn on US funds. If you use a non-US credit card then you will be charged the US Dollar amount, and your credit card will convert it to your usual (local) currency at their prevailing rate. These rates change constantly and so you should check with your credit card company to find out how much you will be billed in your local currency.

BANK PAYMENTS: You can pay directly from your bank account, click on the BANK icon during the checkout process.

PAYPAL: Additionally you can pay by PayPal. To do this continue through the checkout process until the payment page and press the PayPal icon.

AFFIRM: We offer payment by Affirm Payments - simply click on the Affirm Payments icon at the login screen in the checkout process and your transaction is handled safely and securely.

CASH APP: If you have Cash App Pay set up, you can pay by CASH APP. To do this continue through the checkout process until the payment page and press the CASH APP PAY icon.

Can I order by phone?

Yes! We provide alternate order and payment methods.

By Phone:

Call our Customer Service Department at (919) 827-8220
Monday through Friday from 9:00 am to 4:00 pm Central Standard time. Please have your item and payment information available.

By Mail:

To order by mail, please fill out this Order Form (using the total calculator on the first checkout page) and mail to:
Heartland Store
15621 W 87th Street Pkwy, Suite 276
Lenexa, KS 66219

How can I track the shipment of my order?

Tracking your order is easy. Once a shipment is processed, Heartland Store will send you an email with a tracking number, or mulitple emails if your order consists of multiple shipments. You can also log into your account to view the shipping status of an order along with all tracking information where available. If you didn't create an account with us you can still track your order at any time by clicking on the 'Track My Order' link at the bottom of every page. Simply enter your Order number and Billing zipcode and you'll see the current status in realtime.

Can I receive special discounts for Heartland Store products?

Yes, of course! When you sign up as a Heartland Store member you are eligible to receive our online store coupons to use with your future online purchases.

How do I use a Heartland Store coupon?

It so easy to redeem a Heartland Store coupon! Just shop online and place your items into the shopping cart. At checkout, enter the coupon code in the coupon field. Your discount is automatically calculated.

Is my online order secure?

The Heartland Store website utilizes strict precautions and the latest web security technology to safeguard the information transmitted and stored on our servers. We use Secure Socket Layers (SSL) for encryption and transmission of information during checkout and account sign in as well as firewalls and other server security measures to maintain the privacy and security of your information.

We take your security very seriously and our hosting provider, Strategic Advantage, Inc. has invested heavily on a secure server environment. We have daily server penetration scans to ensure against hacking, and proof of our compliance can be seen by the 'verified secure' seals posted on every page. Additionally we are fully Payment Card Industry (PCI) certified, which identifies that we are 100% secure to accept and protect your credit card transactions. If you wish to see our certificate you can contact us directly.

Is sales tax applied to my order?

Yes, destination-sourced sales are taxed where the buyer takes possession of the item sold. Actual sales tax charged is determined by your delivery zip code.

What happens if I order an out-of-stock item?

We'll notify you of an out-of-stock item soon after your order is received. There are no additional shipping fees for out of stock items. Some of our items are very popular and sell out quickly. Please be patient we’ll be sure the item gets to you as soon as possible.

How do I redeem a Heartland Store gift certificate?

It’s so easy to redeem a gift certificate! Just shop online as usual and at checkout enter in your gift certificate number in the gift certificate field.

What if the item I receive is damaged?

We make every effort to ensure that are products are shipped out in excellent condition but there are occasions where an item is damage and therefore we want to make it easy for you to return a damaged item. To ensure proper credit of your account follow these instructions:

YOU HAVE 5 BUSINESS DAYS FROM THE DATE OF DELIVERY TO MAKE ANY CLAIMS BASED ON PRODUCT DAMAGE.
Please provide your reason for your return on the return form which is found at the back of your invoice included with your delivery package.
Send the item via UPS or Parcel Post (signature required) for your protection.
Pack item securely and include your name and address on the box.
To order by mail, please fill out the Order Form and mail to:
Heartland Store
15621 W 87th Street Pkwy, Suite 276
Lenexa, KS 66219

PLEASE NOTE:

RETURNS VIA COD ARE NOT ACCEPTED.
THERE ARE NO RETURNS ON CLEARANCE ITEMS.
RETURNED MERCHANDISE MUST BE IN ORIGINAL CONDITION WHICH INCLUDES ALL PACKAGED ACCESSORIES.

Once I’ve placed my order can I cancel it?

Orders placed with Heartland Store go directly to the system for immediate processing and it is unlikely that we will be able to stop the shipment process. All orders can be return by following the return policy rules (see below). If you think it may not be too late to cancel then phone our Customer Service department immediately and we’ll see if we can put a stop on the order even though it is unlikely after a certain point in the processing. Have your order number and all order information available when calling Customer Service at (919) 827-8220.

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Returns

Can I return an item?

For more details please see our Returns Policy page.

Please call a Heartland Store customer service representative at (919) 827-8220 to receive a return confirmation number (returns must have a return confirmation number).
Please provide your reason for your return on the return form which is found at the back of your invoice included with your delivery package.
You must have a return authorization number for your order.
All items will incur a 20% restocking fee.
Pack item securely and include your name and address on the box.

PLEASE NOTE:

RETURNS VIA COD ARE NOT ACCEPTED.
THERE ARE NO RETURNS ON CLEARANCE ITEMS OR ON APPAREL ITEMS.
RETURNED MERCHANDISE MUST BE IN ORIGINAL CONDITION WHICH INCLUDES ALL PACKAGED ACCESSORIES.
THERE IS A 20% RESTOCKING FEE ON ALL RETURNS.

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Shipping

Do you ship orders to international locations?

Heartland Store will ship your order to an international address BUT to purchase the items you must use a credit card or money order drawn on US funds. If you have questions on international orders, please email . Please note the shipping fee is not inclusive of any additional duties, excise, taxation or brokerage fees that may be applied due to importation rules that vary from country to country.

How can I track the shipment of my order?

Tracking your order is easy. Once a shipment is processed Heartland Store will send you an email with a tracking number and your shipment, or mulitple emails if your order consists of multiple shipments. You can also log into your account to view the shipping status of an order along with all tracking information where available. If you didn't create an account with us you can still track your order at any time by clicking on the 'Track My Order' link at the bottom of every page. Simply enter your Order number and Billing zipcode and you'll see the current status in realtime.

What is the cost of shipping?

Shipping & handling is calculated based on weight and distance and varies depending on your order. You can check the shipping charge by adding the item(s) to your cart and selecting the "Total Calculator" for your target destination. Our preferred mode of shipping is Standard Ground from USPS and our packages are sent via priority service making delivery time between 4 and 6 days for most in-stock items.

How long does it take to receive an order?

Most orders are shipped within 4 to 6 days. You will be notified when your order has shipped and if there is a delay with one of your products we will inform you as soon as possible.

Can a customer service representative help me with my order?

Of course! A Heartland Store representative is here to help you with your questions Monday through Friday from 8:30 am to 4:00 pm Eastern Standard Time.

What about items that are sent to undeliverable locations?

Please make certain that the shipping address information is correct on your orders. The shipper will do its best to deliver all packages. Heartland Store is not responsible for delivery charges that are a result delivery non-receipt delivery or incorrect address information.

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Membership

What are the benefits of creating a Membership account with Heartland Store?

Becoming a member of the Heartland Store has its privileges!

Savings - You will have the opportunity to receive periodic discount coupons.

Product Updates - We’ll keep you informed on the latest products in our store as well as sale and clearance items.

Easy Check Out - Speed up your return shopping experience by having your shipping and contact details stored in your member account so that there is less typing to do.

What is my User Name and how can I retrieve my password?

Your username is always the email account you used when making your order. To retrieve a lost password:

Click the “My Account” icon at the very top of the page.
On the My Account page, click the “I forgot my password” link.
Enter the email address you used for your account and click the Send button.

Your password will be mailed to your email address.

How do I unsubscribe from the Heartland Store email list?

You can unsubscribe two ways.

The first is to send us an email from the email account to be unsubscribed. In the subject line put the words “unsubscribe”.
Each time we send out a promotional email you will have the option of removing yourself from the email list by clicking the “unsubscribe” link at the bottom of every email.

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Other

We can't think of any other items right now, but if you have any special concerns not covered specifically here please do not hesitate to contact us.

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