Placing Orders

You do not need to be a Premium Member to place an order at The Heidi and Frank Store.

Adding Items To Cart
Find items that you'd like to order, select the desired quantity, color and size as appropriate, and click the "Add to Cart" button. You can view the items that you've added to your cart by clicking on the "View Cart" link when you see it available.

Once you have added all desired items to your cart, you can proceed to checkout from the cart page or by clicking on the "Checkout" link on the right side of the site. On the checkout page, please review and confirm each section before clicking on the "Place Your Order" button.

Shipping/Billing Address
You can always ship your order to a different address than your billing address. If you need to change either your shipping or billing address, click on the "change" button. If you do not see the address you'd like to use, add a new address. Click on the "edit" button next to any address you want to modify.

Billing Information
We accept Visa, MasterCard, Discover and American Express credit and debit cards. The billing address for your order must match the billing address on file for your credit/debit card. We will also ask for the 3-digit security code, or CVV code, printed in the signature strip of your card (or the 4-digit number printed on the front of your American Express card). This is to protect you from credit card fraud.

Gift Orders
If your order is a gift, we will be happy to omit prices from the packing slip if you desire. We will also be happy to gift wrap your order for an additional charge of $3.95. The entire order is gift wrapped together using the wrapping option you select. Items to be wrapped separately must be ordered separately.

Promotional Codes
You do not need a promotional code to place an order. If you do have a promotional code to apply to your order, enter it at the bottom of the final order confirmation page and click "Apply." Your discount will be reflected in the "Order Summary" section of the page. The highest applicable discount will be applied to your order unless otherwise noted.

Product Information

All of our products are extensively and rigorously tested and reviewed, but if you are not satisfied with any of the products that you purchase from The Heidi and Frank Store, please contact Customer Service so we can correct the problem for you.

Supporting the US economy is important to Heidi and Frank and all of us at Therefore, it is always our first choice to offer merchandise made in the USA of 100% USA-made materials. However, in this age of globalization, it can be impossible to find, or prohibitively expensive to carry, certain products that are 100% USA-made. As a result, when there is a demand for a product and that demand cannot be met by a 100% USA-made product, will purchase from a supplier that can meet our standards of quality. In those limited instances, we will clearly label such products so you can make your own informed purchase decision.

If an item cannot be found in The Heidi and Frank Store, it is possible that we do not carry it any longer.

Order Status customers can check order status by logging into the site and visiting the "Order Status" page to find out what's happening with an order.

If an order is listed as "pending," your order has not shipped yet. Most orders are processed, picked, packed, and shipped within 24 business hours. If your order is less than 24 business hours old, "pending" is normal.

Some orders may be listed as "pending" for longer than 24 hours. Orders that contain backordered items may be listed as "pending" until the item is back in stock.

Generally we will hold your order until it is complete and then ship it all at once. You can, however, elect to have a partial order shipped by selecting the "Ship as available" option during the order process.

Shipping Information

The estimated delivery listed for each item is the amount of time that it should take for an order to reach you after being processed and released from our warehouse. The availability of the items in your order is considered when calculating the estimated delivery date.

We offer four domestic shipping speeds:

  • Book Shipping (5-10 business days)
  • Ground (2-4 business days)
  • 2-Day Air (2 business days)
  • Next Day Air (1 business day)

Our standard methods of shipment via Ground are through the U.S. Postal Service ("USPS") or United Parcel Service ("UPS"). Shipping prices cover delivery, packaging and labor.

We offer three international shipping speeds:

  • Ground (4-8 business days)
  • 2-Day Air (2-5 business days)
  • Next Day Air (1-2 business days)

View a list of the countries that we ship to, as well as our international shipping rates.


To return an item, complete the return invoice that came with your order. You can print out a copy of your order invoice from the "Order Status" page. Contact Customer Service if you nee assistance. Items returned without an invoice (or without the information contained in the invoice) cannot be processed for return, and will be returned to you at your expense.

Remove the self-adhesive return address label from the packing slip included with your order and stick it to the outside of the original shipping box (or another box if you no longer have the original).

Send the product and invoice in the labeled box to:
ATTN: Returns Department
8549 Wilshire Blvd. Suite #312
Beverly Hills, CA 90211

We recommend that you use an insured shipping method when returning products to us. You will not be reimbursed for insurance expenses. If an item is returned to us that does not meet these return policies, we will contact you to make arrangements for the item to be returned to you at your expense.

Returns received within 60 days of original shipment are accepted but subject to a 30% restocking fee and shipping/handling fees.

Defective items may be returned without a restocking fee being assessed if they are returned in their original packaging and received within 30 days of shipment. If you would like to have a defective item replaced, please contact Customer Service.

Please make your product selections carefully. If you are an international customer, please be aware that you are responsible for paying any duties, customs charges, or tariffs on products shipped to you. Customs declarations will indicate the full value of the order in US dollars.

Refusing Shipment
If you refuse a shipment for any reason, or if your package is returned as unclaimed or non-deliverable, you will not be refunded for your original shipping charges and your return will be subject to a 30% restocking fee.

Shipping Charges on Returns
If you return a defective item or an item that was shipped in error, you may be reimbursed for return shipping charges up to the amount that was originally applied to your order.

If you wish to exchange a returned product for another item, you must place a new order for the item you wish to purchase. The value of the returned item will be credited to the credit card used to place the original order. Unless the returned product is defective or an item was shipped in error by, you will be responsible for return shipping, and will not be refunded for gift wrapping charges (if any) or the original shipping charges.

Gift Certificate Returns
If you are returning a gift certificate, please send an email to Customer Service and provide the order number and the gift code number. Once we confirm that the gift certificate is unused, we will apply a credit to the credit card used to purchase the gift certificate.

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