Our customer service representatives are available Monday – Friday, 9:00 a.m. – 5:00 p.m. Mountain Time. Call us at (970) 925-2278. If you get voicemail after hours please leave a message with a call back number and we will return your call. You may also e-mail us at firstname.lastname@example.org.
How To Change An Order
Our orders are processed very quickly. Our customer service representatives will be glad to answer any questions you have about the status of your order or modify it if possible. Email us at email@example.com or call us at (970) 925-2278.
We process and ship all orders Monday – Satuday.
Ground USPS orders ship within 1 to 2 business days. Orders placed on Saturday after 12 noon MT will ship on Monday.
APO / FPO Military Addresses
We do not ship to APO / FPO boxes
Shipping To A Business Address
Orders being delivered to a place of business must include the company name. Please check the “Business Address” check box when you type in your shipping address.
Returns And Refunds
For Returns – Before you send back your product you must call us for an RMA # within 7 days of receipt of your product. Let us know if there was a problem with your order. Once we receive the product back your credit card will be refunded within a week. Your cooperation will make sure the processing of your refund is handled quickly and easily. A copy of your original invoice must be included.
For shipping errors or delivery problems, please call customer service number at (970) 925-2278.
You must return your product with a copy of your original invoice or it will not be accepted. All unopened returned products must be in original condition and packaging; otherwise, additional charges may be applied.
Once you acquire an RMA number, Return the product using your preferred shipping method to:
Heaven on Earth
205 S Mill St
Aspen, CO 81611
Save your return tracking number, and if possible, email it to us so that we can track the return. It is important that you save the tracking number and that you insure the return package in case there are any issues during transit.
Please Note: unless the return or exchange is due to an error on our part, we cannot refund shipping and handling. We will issue a credit to the credit card used for the original purchase on your return or in some cases store credit.
Some orders are offered with free shipping, so please be aware that if you return one of these orders, our actual outbound shipping costs will be deducted from your return refund. If a product arrives damaged, or we made an error, we will pay to return the item to us and send a replacement to you. Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy, where roundtrip shipping costs will be deducted from your refund.
There is a 15% restocking fee.
Back Ordered Items
If we are out of stock on a particular item we will ship the in stock items first and ship the out of stock items to you when they arrive in our warehouse at no additional shipping charge to you.
Wrong Address Charge
If your order is missing a STE #, apt. # or has an incorrect address, UPS charges a $5.00 fee. We will pass that $5.00 fee on to you so PLEASE verify your shipping address before placing your order and remember suite numbers if any to avoid a $5 wrong address charge.
We use PayPal as our credit card processor. They use the highest Level of Security for Your Peace of Mind. Rest assured that your personal information and credit card transactions are being processed using the highest possible encryption for your protection. If you have further questions about secure payment please contact our customer service department at (970) 925-2278. In addition, your information remains private with us. We do not rent or sell customer information.
Paying By Check Or Money Order
We understand that no matter how secure a website can be, some people do not feel comfortable ordering online with a credit card. For this reason we accept checks or money orders. If you would like to order with one of these payment options you must call (970) 925-2278 and speak with one of our representatives. Regular shipping rates apply for phone orders, checks and money orders.
Ordering Over The Phone
If you prefer ordering over the phone, give us a call at (970) 925-2278 and speak with one of our knowledgeable representatives. Regular shipping rates do apply for phone orders. You may call to make an order that you will pay by check or money order. You will need to mail the check as we do not currently do not process electronic checks.
You must call us first at (970) 925-2278 to receive a Return Merchandise Authorization number to include with the products you are returning.
- Returns after 7 days from the time you receive the product will not be accepted.
- There are no returns for the “try me” samples / sizes
- There are no returns for products that have a “try me” option.
- Returns without an RMA (return merchandise authorization) number will not be accepted.
Information Collection And Use
Heaven on Earth You is the sole owner of the information collected on this site. We will not sell, share, or rent this information to others in ways different from what is disclosed in this statement. Heaven on Earth collects information from our customers at several different points on our website for order fulfillment and newsletter subscriptions.
We request information from the customer on our order form. Here a customer must provide contact information like name and shipping address. This information is used to fill customer’s orders. If we have trouble processing an order, this contact information is used to get in touch with the customer.
Security SSL Encryption
Our shopping cart transactions are processed by PayPal and our website takes every precaution to protect our customers’ information. When customers submit sensitive information via the website their information is protected both online and off-line.
When our registration/order form asks customers to enter sensitive information that information is encrypted and is protected with the best encryption software in the industry – SSL. Credit card information is process on a secure page and you will see the URL changes from http to https. The (S) stands for secure. In some cases you will also see the lock icon in Web browsers such as Chrome, Firefox, Internet Explorer and others becomes locked, as opposed to un-locked, or open, when you are just ‘surfing’.
While we use SSL encryption to protect sensitive information online, we also do everything in our power to protect customer-information off-line. All of our customers’ information, not just the sensitive information mentioned above, is restricted in our offices. Only employees who need the information to perform a specific job (for example, our billing clerk or a customer service representative) are granted access to personally identifiable information. Our employees must use password-protected screen-savers when they leave their desk. When they return, they must re-enter their password to regain access to your information.
If you have any questions about the security at our website, you can send an E-Mail to firstname.lastname@example.org.
Our website contains links to other sites. Please be aware that we, Heaven on Earth, are not responsible for the privacy practices of such other sites. We encourage our customers to be aware when they leave our site and to read the privacy statements of each and every website that collects personally identifiable information. This privacy statement applies solely to information collected by this Website.
In order for us to mail our newsletter, a customer must first complete the newsletter subscription request form. During registration a customer is required to give their contact information. This information is used to mail the requested information for which they have expressed interest.
Site And Product Updates/Info Sharing
We may occasionally send our customers website and product announcement updates via E-Mail, but only if they are subscribed to our free E-Mail newsletter.
Correction/Updating Personal Information
If a customer’s personally identifiable information changes (such as your zip code), or if a customer no longer desires our service, we will endeavor to provide a way to correct, update or remove that customer’s personal data provided to us. This can usually be done by E-Mailing our Customer Support email@example.com, or call us at (970) 925-2278.
Changes To Our Policies
For Further Information Contact Us
Heaven on Earth
205 S Mill St
Aspen, CO 81611
Phone: (970) 925-2278