General Questions

What are my payment choices? 1) Credit Card • MasterCard • VISA • Discover American Express

2) Paypal We accept Paypal payments for orders paid with U.S. or Canadian issued credit cards. Hartsunlimited.com website checkout will direct you to the Paypal web site. We will only ship to confirmed shipping addresses.

3) Money order/Cashier's check To place an order and send payment by mail, start by browsing the website and finding what you would like to order. Write down the item number for all items you want to purchase. Then, call 718-423-9229 and a friendly representative will help with your order. Send a cashier's check or money order for the total you are given and send it, along with your name, address, phone number, item number, to:

Harts Unlimimited 40-24 235th St

Douglaston NY 11363

Currently, we accept money order/cashier's check purchases within the US only. We cannot process money order/cashier's check payments from Canada. Please allow 5 to 10 days for us to receive payment via the mail and process your order. Allow another 2 to 7 business days for delivery once the order has been shipped, depending on the shipping method you have chosen.

When will my credit card be charged? All orders placed before 9 AM EST on a business day will be processed and charged on the same business day; all orders placed after 9 AM EST will be processed and charged on the next business day. We will charge the credit card on file when orders are being processed. Orders containing pre-order items and / or back-ordered items will be charged on the same business day if placed before 9 AM EST, or the next business day if placed after 9 AM EST.

Orders placed on weekends or holidays will be processed and charged on the next business day. We do not ship on weekends or holidays. Should you decide to cancel any pre-order items or back-ordered items, please give us a call at (718) 571-5100 during normal business hours.

I have a question about my charges.

If you have a question about any charges or credits on your account, you may want to contact your financial institution first. If you have any other questions at that point, please give us a call at 718-423-9229.

Do I have to pay sales tax?

You do not have to pay sales tax unless your order is shipped within New York. The current sales tax rate in New York is 8.75%.

I need a copy of my receipt.

You can get a copy of your receipt/invoice thru the confirmation email and print it out for your records. If you did not receive your confirmation email, you can call us at 718-423-9229 and we'll be happy to help.

Has my order shipped? What does my order status mean?

You can check the current status of your order by clicking on the order status link found in the confirmation email.

If your order is On Hold, you should have already received an email explaining why the order is on hold and letting you know what you need to do to have your order taken off hold. If you have not received an email explaining the hold reason, you will need to contact us by calling at 718-423-9229. We will assist you in getting your order taken off hold.

If your order does not show a tracking number, the order is currently being charged and shipped. Should you require changes to be made to your order, please contact us at 718-423-9229 during normal business hours. Please note that orders received after 9 AM EST will be processed the following business day.

You will receive a shipment confirmation email informing you that a tracking number is available in you online order status page the evening of the order's processing. At that time, your order status will change to Shipped and you will be able to click the tracking number to track your shipment's progress.

How do I track my order?

As long as you have entered a valid email address you will receive an email informing you that a tracking number is available in you online order status page the evening of the order's processing. You can then track the order directly from our site by clicking on the track button.

My order never arrived!

First, be sure you have checked the tracking number that was given to you and checked your order status. If the tracking information indicates that your order has been delivered, please check with everyone in your household and with any neighbors to ensure that they did not accept the package for you. Please also check all areas around your home to ensure that the package was not delivered to you and left in a hidden spot (on the back porch, in the garage, or behind a flower pot, for example). You should also check with your neighbors just in case they are holding on to it for you.

US Postal Service can be reached at (800) ASKUSPS, UPS can be reached at (800) PICKUPS or FedEx can be reached at (800) GOFEDEX. You can also check the tracking page for the number to your local Post Office, UPS or FedEx location. If USPS, UPS or FedEx was there and couldn't obtain an adult signature, they may have left a post-it note with re-delivery or pickup information. If you cannot track your order or find your order status via these methods, please call our customer service department at 718-423-9229.

If your order was shipped via UPS or FedEx and was showing that it was delivered but you have not received your order, we will file a tracer on your behalf. UPS or FedEx will attempt to locate the package and deliver it. If they cannot locate and deliver the package, they will issue a refund for the items contained in the package. Tracers typically are completed within 5-8 business days, but can take up to 4 weeks.

For orders fulfilled by the US Postal Service, please contact your local post office or (800) ASKUSPS with the delivery confirmation number provided to you. Most local post office locations can initiate tracers on your behalf, provided that the delivery confirmation number indicates your package had been delivered.

How do I cancel/change my order/item?

You can cancel or change your own order anytime before the order is processed. To do this, simply contact us at 718-423-9229 and provide your order number as reference. Please note that our daily cut-off time for orders is 9 AM EST; orders placed after 9 AM EST will be processed and shipped the next business day. To minimize typographic or communication errors, we encourage you to contact us by phone rather than fax or email.

If the package had been shipped and picked up by UPS or FedEx and you want to change the delivery address, we will gladly contact UPS or FedEx and make the necessary changes on your behalf. Please note that there will be a $15 change of address fee assessed by UPS or FedEx for the necessary changes. We will require immediate payment of the change of address fee by credit card before a change can take place. Should you have any questions in regards to UPS or FedEx shipping policies, please contact UPS at (800) PICKUPS, FedEx at (800) GOFEDEX. For shipments that had already been shipped by USPS, we would not be able to make the necessary changes. Please ensure that you have input the correct shipping address at the checkout screen prior to finalizing your order.

Please note: we cannot change the contents of the shipment once the package had been shipped and picked up by UPS, FedEX or USPS. If the package had been shipped and delivered by UPS, FedEx or USPS and you want to return it for an exchange or a refund, please follow our returns policy listed on our web site and obtain a Return Merchandise Authorization (RMA) number. DO NOT refuse delivery. Any refused packages or non-deliverable packages will be subject to a return shipping fee by UPS or FedEx. The return shipping fee will be deducted from your refund.

An item is missing from my shipment!

If you have an item missing from your order, please call us immediately at 718-423-9229 within 7 days from package arrival date. We will initiate an internal investigation on your behalf. We will check the weight of a properly packed package against the weight of the package missing the item and compare the two to ensure that the package was missing when it left our warehouse. We will also check our inventory of the item to confirm that we do have an extra one that was not sent.

If the item was not shipped in your original package, we will ship a replacement immediately using the shipping method from the original order. We will gladly upgrade the shipping if you are willing to pay the difference between the original shipping and expedited shipping. If we determine that the item was shipped and was lost in transit, we will file a UPS or FedEx claim on your behalf, depending upon the shipping method. Claims typically take 2-8 business days to complete, but can take up to 3-4 weeks in rare circumstances.

When will my order ship?

When you shop Hartsunlimited.com, you get fast service. We are committed to providing you with the fastest possible shopping experience anywhere! All in-stock orders will be shipped the same business day if placed before our daily cut-off time (orders placed on the weekend will ship on Monday), and you will be emailed a tracking number by the following morning. The only exception to this is on certain Mondays, when the volume of orders placed over the weekend may delay some orders until Tuesday. If you need to have an order shipped out on Monday, please call us at 718-423-9229 by 9 AM EST. If there are any issues with your order, you will be notified immediately and given the proper instructions on how to expedite your order. Please note that our daily cut-off time for orders is 9 AM EST; orders placed after 9 AM EST will be processed and shipped the next business day.

Hartsunlimited.com offers shipping services from the US Postal Service, UPS or FedEx. UPS or FedEx shipping services including: Home/Ground, 3-Day Select, 2-Day Air, Standard Overnight (1-Day), and 2 Canadian methods. UPS or FedEx guarantees their delivery times for 3-Day Select, 2-Day and Standard Overnight services. Hartsunlimited.com ships to US, Canada and Puerto Rico only.

Please note that orders placed on weekends and holidays cannot be shipped until the next business day (typically Monday through Friday). There is no weekend UPS or FedEx pick-up or delivery.

Available expedited shipping methods to the lower 48 states include UPS or FedEx 3-Day Select, UPS or FedEx 2-Day and UPS or FedEx Standard Overnight. All air shipments to US locations must be prepaid; no CODs will be accepted. Service times will comply with the UPS or FedEx service selected provided the order is received by 9 AM Pacific Standard Time on a business day. For example: place your order for a dance pad at 9 AM EST on Tuesday, select UPS 3-Day Select, and, provided that the item is in stock, your order will likely be delivered on Friday. All air shipments from Hartsunlimited.com will be delivered by 7pm on the scheduled delivery date. Hartsunlimited.com is not responsible for delays that are beyond our control. Delays that are related to weather or natural disasters will not result in refunds of shipping charges. It is highly recommended that you request shipping that allows for delivery an extra day or two prior to the day that you MUST have your order. All UPS or FedEx air shipments are only delivered Monday through Friday. No air shipments will be delivered on weekends or holidays.

Available shipping methods to Canada include UPS Standard & UPS Worldwide Express. All Canadian orders must be prepaid in US Dollars (credit cards are considered prepayment) and will be processed and shipped via UPS. Most ground shipments are delivered to Canadian destinations six to ten business days from date of order.

NOTE: Shipping charges to Canada do not include GST, EST, brokerage fees, or any other duties, taxes, or charges that may apply and will be due on delivery. You will be responsible for any applicable fees at the time of delivery. If you do not pay for the associated fees and refuse the shipment, the return shipping fee and the restocking fee will be deducted from your refund.

Shipping to Alaska , Hawaii & Puerto Rico include UPS/FedEx Ground, UPS/FedEx 2-Day, and UPS/FedEx Standard Overnight. Orders must be prepaid by credit card at time of shipping.

Shipping to APO/FPO addresses, available shipping method to these locations by US Postal Service. All APO/FPO orders must be prepaid in US Dollars (credit cards are considered prepayment). Most shipments are delivered to APO/FPO destinations within 1 to 3 weeks. Unfortunately, free/discounted shipping does not apply to APO/FPO destinations. For shipping rates to APO/FPO addresses, please contact us at 718-423-9229

(718How much is my shipping?

To calculate the shipping charges for an order, follow these easy steps: • Add your items to the cart. • Click "Checkout" (do not worry, you will not be placing an order). • From the next screen you will be able to select your shipping option from a menu on the left side. Click apply and the page will reload with the updated order total including shipping amount. Note: There is currently a shipping weight limit of 150 lbs per shipment by UPS and FedEx. If your shopping cart contains multiple large items, i.e. several pieces of metal dance pads, the Shopping Cart page will not allow you to go through the Checkout process. In order to complete the Checkout process, you will need to separate your items into multiple orders. Should you have questions or require assistance in placing an order, please contact us at (718 571-5100.

General Warranty

Warranties for all products sold at Hartsunlimited.com vary product by product. All warranties are provided by and serviced by the manufacturer of the corresponding product. Hartsunlimited.com offers 30 days warranty for most dance pad products. Please check product description before placing order. Neither the manufacturer nor Hartsunlimited.com will be responsible for freight of items requiring warranty service.

Damages during transit

Orders damaged in transit by either weather conditions or rough handling are the customer's responsibility! Be sure to inspect the package when the product is delivered. If you need to file a claim for damaged goods with UPS or FedEx, be sure that you note the damage on the bill before you sign for the product. UPS can be reached at (800) PICKUPS. FedEx can be reached at (800) GOFEDEX. Claims must be filed within 21 days from arrival date for all FedEx deliveries, and 30 days from arrival date for all UPS deliveries.

My product is broken or does not work.

In the event you receive a broken or damaged item or the item proves to be defective out of the box, please give us a call after you receive the package at 718-423-9229, or email us at RMA@Hartsunlimited.com. We can instruct you whether to contact the manufacturer for further assistance, provide troubleshooting instructions for your product, or provide you with a RMA (Return Merchandise Authorization) number, depending on the circumstance.

Whom should I contact for warranty repairs?

Hartsunlimited.com offers 30 days warranty for Hartsunlimited.com brand dance pad products. If you have used a product and a problem develops, please contact the manufacturer first for all repair services. We are happy to provide you with the phone number/contact information for the manufacturers of all products we carry. In order to return a product to Hartsunlimited.com, it must be defective straight out of the box and you should contact us immediately at 718-423-9229 upon discovering the problem.