Shipping & Returns

Effective date: September 01, 2026

Where we ship. We ship within the United States only, including to supported Texas Department of Criminal Justice facilities. We do not ship internationally and cannot accept orders for delivery outside the United States.

Processing time. In-stock orders are generally processed within two business days after payment. Special-order, backordered, made-to-order, request-pricing, and facility-restricted items may require additional confirmation or lead time. Where an item has a known lead time, we show it on the product page and again in your cart, and we will tell you if anything changes after you order. Business days are Monday through Friday, excluding holidays. Processing time is the time it takes us to prepare and hand off your order, and is separate from the time the carrier takes to deliver it.

**Delivery and Shipping.** Orders to the Ramsey Unit are delivered locally by Heritage staff, grouped with other deliveries on our own schedule. This is not a carrier shipment and does not carry tracking. All other correctional-facility orders and all retail orders ship at standard rates via USPS, UPS, or FedEx, depending on the order’s size, weight, destination, and any applicable facility requirements. Heritage selects the carrier and service for these shipments.

Shipping charges and tax. Shipping is calculated from the delivery address, the package size and weight, and the carrier selected, and is shown before you complete an order. Texas sales tax is calculated on the merchandise total plus the shipping charge, because Texas treats shipping as part of the taxable sale.

Tracking. You will receive a tracking number by email once your order ships. Delivery times after that depend on the carrier and the destination, and are estimates rather than guarantees. We are not able to guarantee a delivery date.

Delivery problems. If tracking shows your order delivered and you have not received it, check with others at the address and with your carrier first, then contact us and we will help you open a carrier trace. If a package is lost or damaged in transit, contact us and we will work with the carrier and make it right under our Return and Refund Policy.

Incorrect or undeliverable addresses. Please check your delivery details carefully before ordering. If a package is returned to us as undeliverable because of an incorrect or incomplete address, we will contact you to arrange reshipment at your cost, or refund the merchandise price less the original shipping charge.

Orders to correctional facilities. Facility orders remain subject to that facility's own mail, package, and property rules, which the facility sets and enforces and which can change without notice to us. We cannot guarantee a facility will accept any particular package. Confirm the recipient's full name, identification number, facility, and housing unit before ordering, and note that because of facility security requirements we cannot accept merchandise returned from an inmate address.

If we cannot ship as expected. If we are unable to ship your order within the time we told you to expect, we will contact you, tell you the revised timing, and give you the choice to wait or to cancel for a full refund. See our Return and Refund Policy for how refunds are handled.

Returns. For returns, replacements, and refunds, see our Return and Refund Policy below.

Damaged, defective, or incorrect items. If something arrives damaged, defective, or is not what you ordered, contact us within 30 days of delivery with your order number and, where possible, photographs of the item and its packaging. We will replace the item or refund it, and we will cover reasonable return or replacement shipping, subject to our being able to verify the problem. This applies to every item we sell, including items that are otherwise not returnable.

Retail returns. For other retail orders, contact us within 14 days of delivery to request a return. Approved returns must be unused, unopened, in original condition, and in the original packaging where applicable. Contact us before sending anything back so we can confirm the return is approved and give you return instructions. Items sent back without an approved return may not be refundable.

Return shipping. When we shipped the wrong item or merchandise arrived damaged, we cover reasonable return or replacement shipping. When a return is an approved discretionary retail return, you are responsible for return shipping. We are not able to promise a prepaid return label in every case; we will tell you how to return the item when we approve the return.

Restocking. We do not charge a standard restocking fee. If a returned item arrives used, damaged, incomplete, or otherwise not in the condition required above, we may reduce the refund to reflect its actual condition, or decline the return and return the item to you. We will contact you before doing either.

Items that cannot be returned. Unless they arrive defective, damaged, or are not what you ordered, the following cannot be returned: custom items, made-to-order items, specially procured items, altered items, cut-to-length items, and merchandise clearly marked as final sale. These are made, cut, or sourced specifically for your order and cannot be returned to stock. If you are unsure whether an item falls into one of these categories, ask us before you order and we will tell you.

Orders shipped to correctional facilities. Because of the security requirements at correctional facilities, we are not able to accept merchandise returned from an inmate address. Please confirm facility, unit, and identification details, and confirm that the items are permitted at that facility, before placing a facility order. If a facility refuses or returns a package to us, contact us and we will work out the best resolution available.

Refunds. Approved refunds are issued to the original payment method. Once we approve a refund we process it promptly, and your bank or card issuer then takes its own time to post it to your account, usually several business days. We refund the merchandise price; original shipping charges are refundable only where we shipped the wrong item, the merchandise arrived damaged, or we cancelled the order.

If we cannot ship on time. If we are unable to ship your order within the time we told you to expect and you do not wish to wait for a revised date, you may cancel for a full refund, and we will issue that refund promptly to the original payment method. This applies whether the delay affects your whole order or part of it.

Cancelling an order. Contact us as soon as possible if you need to cancel an order. We will honor a cancellation when reasonably possible before the order has shipped or before custom, made-to-order, cut-to-length, or specially procured work has begun. If payment has already been collected and the cancellation is approved, the refund will be issued to the original payment method. An order cannot be cancelled after shipment, but it may qualify for return under the Return Policy.

Questions. Contact us at info@heritageleatherandhardware.com or 832-844-0484 before returning anything, and we will walk you through it.