1. Order Processing
Order processing begins after LionHeart receives the required customer information and confirms payment when advance payment is required.
Processing includes payment verification, inventory confirmation, product inspection, packing, and coordination of the available shipping or delivery method.
Orders submitted on weekends, holidays, or outside normal business hours may begin processing on the next business day.
2. Shipping and Delivery Availability
Shipping and delivery availability depends on the customer's location, product availability, order size, carrier availability, and the method agreed between LionHeart and the customer.
A destination is not guaranteed to be supported merely because the website allows an address to be entered. LionHeart may contact the customer to confirm that the order can be delivered to the requested location.
3. Shipping Costs
Shipping or delivery charges may be displayed during checkout or confirmed manually before the order is accepted. Charges may depend on the destination, package size, weight, carrier, delivery speed, and other order-specific circumstances.
Additional charges resulting from an address correction, unsuccessful delivery attempt, customer-requested change, remote destination, customs requirement, or re-shipment may be the customer's responsibility when permitted by law and disclosed before the additional service is performed.
4. Estimated Shipping and Delivery Times
Any processing, shipment, or delivery date is an estimate unless LionHeart expressly confirms a guaranteed date in writing.
The estimate may be provided during checkout, in the order confirmation, or through direct communication with the customer. Transit time begins after the order is handed to the carrier and is separate from LionHeart's processing time.
LionHeart will not advertise or confirm a shipment timeframe unless it has a reasonable basis to expect that the order can be shipped within that timeframe.
5. Delays
Delays may occur because of payment verification, inventory discrepancies, carrier operations, weather, holidays, customs, incorrect addresses, customer availability, emergencies, or events outside LionHeart's reasonable control.
If LionHeart learns that it cannot ship within the promised timeframe, it will provide the notice, revised estimate, cancellation opportunity, and refund required by applicable law.
When the customer does not agree to an applicable delay, LionHeart may cancel the unshipped order and issue the required refund instead of keeping the payment as store credit.
6. Address Accuracy
Customers must provide a complete and accurate name, phone number, street address, apartment or unit number, city, state or region, postal code, and any delivery instructions reasonably required for the order.
Review the address before submitting the order. LionHeart is not responsible for a delay, return, loss, or additional cost caused by incorrect, incomplete, or outdated information supplied by the customer, except where applicable law provides otherwise.
7. Address Changes
Request an address change as soon as possible through the LionHeart Contact page.
An address change is not guaranteed after an order has been prepared, assigned to a carrier, shipped, or released for delivery. LionHeart may require identity or order verification before changing delivery information.
8. Tracking and Delivery Confirmation
When tracking is available, LionHeart may send the tracking number or delivery information by email, message, or another contact method provided with the order.
Tracking information may take time to update after a label is created or a package is transferred to the carrier.
A carrier's delivery scan, signature, photograph, access record, or other reasonable delivery evidence may be used when reviewing a missing-delivery claim.
9. Receiving the Order
The customer should provide a secure location and ensure that an authorized person is available when required. A carrier may leave a package at the address when its service rules permit delivery without a signature.
Inspect the package promptly. Report visible damage, missing items, or an incorrect product according to the Return and Refund Policy.
10. Failed or Refused Delivery
An order may be returned when delivery is refused, no authorized recipient is available, an address is invalid, required charges are not paid, or the package is not collected within the carrier's deadline.
LionHeart may contact the customer to arrange re-shipment. The customer may be responsible for reasonable additional shipping costs when the failed delivery was not caused by LionHeart, subject to applicable law.
11. Missing or Stolen Packages
If tracking shows no delivery and the estimated delivery period has passed, contact LionHeart so we can review the shipment and, when appropriate, coordinate with the carrier.
If tracking shows delivered but the package cannot be found, first check the delivery area, household members, building management, neighbors, and any delivery photograph or notice. Then contact LionHeart promptly with the order number and relevant information.
LionHeart will review available evidence and any carrier investigation. Resolution may depend on the circumstances, carrier findings, purchased insurance, applicable payment protections, and rights provided by law.
12. Damaged Packages
Keep the product, packaging, shipping label, inserts, and all included items. Take clear photographs before discarding or altering the package.
Submit the order number, description, and photographs through the Contact page as soon as reasonably possible. Additional instructions are provided in the Return and Refund Policy.
13. Split Shipments
LionHeart may ship an order in more than one package when products have different processing requirements or locations. When this happens, the customer may receive separate tracking information.
LionHeart will not charge an undisclosed additional shipping amount solely because it chooses to divide an order into multiple packages.
14. International Orders
International shipping is available only when LionHeart expressly confirms it for the order. The customer may be responsible for customs duties, import taxes, brokerage fees, local charges, identification requirements, and compliance with destination-country rules.
Customs processing may delay delivery. LionHeart cannot guarantee that customs authorities will release a shipment by a particular date.
15. Local or Personally Coordinated Delivery
When LionHeart and the customer arrange local, personal, or otherwise manually coordinated delivery, the parties will confirm the location, timing, charge, recipient, and any relevant instructions directly.
The customer should not send passwords, PINs, full banking credentials, or unnecessary sensitive information through delivery communications.
16. Order Cancellation Before Shipment
Contact LionHeart promptly to request cancellation. A request is not guaranteed after an order has been prepared, committed to a carrier, shipped, or delivered.
Cancellation and refund eligibility are also governed by the Return and Refund Policy.
17. Contact
Questions about shipment, delivery, tracking, address changes, or damaged packages may be submitted through the LionHeart Contact page.
Include your full name, order number, delivery address, and a concise description of the issue. Do not publish private order or address information in a public comment.