Frequently Asked Questions

If the questions below did not provide you with the necessary assistance, please contact customer service here.

I just placed an order, can I cancel it?
We understand that errors can happen when checking out. If you need to cancel an order, we will do our best to do so, however, once the order is acknowledged by our warehouse we cannot stop the process.

I only received one of the items in my order, where is the rest?
Web orders can come from multiple warehouses. If you only receive part of your shipment, don’t worry, you’ll receive tracking on your other goods as they ship.

I didn't receive a confirmation email, did my order go through?
On large releases, order confirmations can be delayed, and often end up being marked as email spam. As long as you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records.

Why was my credit card charged multiple times?
When you complete a checkout, your credit card company puts an authorization for the order amount on your card. This money has not been paid to Engine Heart, rather your card company has put a hold on it for you while you check out. If your address information fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the Authorization between 3-5 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times.

I didn't receive a tracking number, when should I expect it?
If you are a domestic customer, you should receive a shipping confirmation email within 3-5 days of your purchase. If you are an international customer, you should receive a shipping confirmation email within 5-7 days of your purchase. If you don't have it, it's possible that it got sent to your spam folder.

Why isn't my order showing up on the tracking page?
Orders that haven't been shipped or scanned won't show up on the tracking page. Please allow 3-5 business days for this information to appear.

I made two orders today. Can you combine them into one and refund the balance?
Unfortunately, we are unable to combine shipments on multiple orders.

I emailed customer service, how long will it take them to respond?
Expect a response within 24-48 hours from our representatives. Our representatives are available Monday to Friday.

Can I change the address that my order is shipped?
No, Engine Heart only ships to the customer's billing address and cannot be rerouted to a local store.

I noticed I entered the wrong postal code/apartment # and the package is now being returned to sender, what are the next steps to have my package reshipped to me?
Once the package has been returned to our Warehouse, we will reach out to the customers in regards to any address issues. Once the package is returned to us, please allow 2-4 business days to reship.

I just received my online order. Can I return it for a full refund?
Unfortunately, we do not issue refunds.

Can I use my online credit for a phone/email order?
No. Online credits must be used for web purchases only.

Will my online gift card expire?
No, fortunately the gift card that we issue online store credit to will never expire. If by any chance it does, please email customerservice@theengineheart.com