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  • I made a mistake on my order, can I fix it?"
    Depending on the error, the short answer is Yes! For Coupon errors, unfortunately there is no way for us to adjust that on our current system. For address errors, just shoot us an email at and we can adjust the address as long as your order has not shipped yet. For item exchange, the easiest way to go about this is probably going to be shooting us an email and requesting to cancel your current order and re-placing the order. Depending on the reason for the exchange, we may be able to wave the cost of items of the same value. For customz orders, unfortunately due to the nature of this product exchanges, refunds and returns are not likely. However, for reasonable situations, please email us and we will discuss options there further.
  • Where do i send the picture for my customz order?
    You can send your picture to During the process of completing your order, we will be emailing you back to make sure of any options and changes as well.
  • What if i dont like my order when i recieve it?
    Unfortunately, there is nothing we can do about that once we embrodery everything. During the whole process we will be communicating and sending you proofs before every step to ensure that we met all your needs before we finalize anything. This ensures that we met all your needs and due to the fact that it is a custom order, it cant returned or exchanged.
  • Can i get a refund, return or exchange?"
    This will be purely situational. Email us at For customz orders, due to the nature of this product there more than likely will not be any room for any echanges or returns. However, things happen so if there is truly a reason to consider these things, that can be further discussed in the email.
  • How long will my order take to get to me?
    For regular products, please allow us a processing time of 3-5 business days. For customz products, please allow us a processing time of 5-10 business days. Note: shipping services may delay delivery of your product further due to weather conditions and/or impacts on their number of employees and covid disruptions. That is out of our hands here at hereditary and we apologize for any possible inconviences.
  • Dont see your question answered here?
    Email us with any comments, concerns or inquiries at
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