Helpful Information
We are a husband/wife family business in doing our best to provide a trustworthy source for purchasing gifts online. We personally handle all of our customer service. After hours, weekends and during holidays we ask for your patience and understanding for not immediately responding personally to your calls, emails, or texts, but instead providing automated information that we hope will give you an immediate answer to your issue.
For quickest response time for personal assistance, reach us during normal Customer Service hours M-F 9AM-4PM Central Time.
COMMON ACRYLIC ANSWERS
The acrylic is CLEAR. The writing and design is printed backwards on the back. Turn it over and completely remove the protective film, either a blue vinyl or brown paper on the front of the acrylic. NOTE - Before removing the protective film it the acrylic may appear to be scratched, but it is often just the vinyl that is scratched. Remove the vinyl before assessing any damage. If damaged, see note below.
Acrylic not fitting into base? Due to variable tolerance in machining tool, the slot in some of the bases might be a VERY tight fit or slightly looser fit. Every tight base we have been able to snap together that we have had returned, so please try our techniques. The best way to snap into place is to place on table and with both hands hold acrylic straight and push down firmly. If you simply cannot push down straight enough, you can gently file the round end of the slot - just slightly - the make it easier to snap in the acrylic. If the fit is looser and you would like to be a little more secure, 2 clear glue dots work best (on corners of acrylic) or clear double-sided tape (small pieces on bottom edge).
IMPORTANT - Only use dry lint-free cloth to wipe off the acrylic.
LIGHTED BASE INSTRUCTIONS Click Here
Think you received the wrong color? Every lighted base has ALL the 7 solid color settings plus 3 variable settings that fade though all the colors at different speeds. Click middle button to turn on and click through the colors. It may default to red or green or other color when you first turn on, but click through to illuminate the color you want.
IMPORTANT - USB plug adapter is required to plug the base into a wall outlet. Not all USB plug adapters seem to work. If base is not functioning properly, try a different adapter before determining it is defective. We have a USB adapter plug for sale that we know works Click Here
Received wrong item? Email a photo to support@myheartmylove.com with your order number and/or your your name and we will submit a replacement order right away. No need to return. Please include your phone number in case we need to verify your order information.
Received damaged or defective item? Email a photo and message explaining damage or defect to support@myheartmylove.com with your order number and/or your your name and we will submit a replacement order right away. No need to return. Please include your phone number in case we need to verify your order information.
SHIPPING DELAYS & LOST ORDERS
Holidays can cause shipping delays and we are frustrated with you. We understand and hate when carriers cause disappointed customer experiences. If your order gets lost in transit or they claim not deliverable, or marked as returned to sender, we will provide a free replacement order. Email us support@myheartmylove.com with your order number and/or your your name and we will submit a replacement order right away. Please include your phone number in case we need to verify your order information. If package has been marked "Delivered" see NOTE below.
IMPORTANT - We only ship to the shipping address you entered at time of order. Shipping labels are automated and we do not edit shipping addresses unless you contact us BEFORE your order ships to correct a typing error you may have experienced or if you discover after ordering that an old address was applied Usually Shop Pay, Paypal, or Venmo default to the shipping address in that app.
NOTE - Once your order tracking status shows "Delivered", check mailbox first. If you can't find your package, it is your responsibility to file a claim with the post office or shipping carrier. They have GPS tracking and can locate where a package was scanned when marked as delivered. We are not responsible for shipping carrier mistakes or stolen packages. The carriers are responsible for locating or compensating you if they misdeliver your package.
We appreciate your support of our family business and are honored to have the opportunity to serve you.
Cyndy and Eric Johnson
My Heart My Love Gifts
support@myheartmylove.com
210-650-2822