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Order Status, Tracking, Returns
Has my order shipped?
  We automatically email you a shipping confirmation when your order ships Alternatively, you can also visit Your Account at any time to check on the current status of your order (an account is required).
Not getting our shipping confirmation or order confirmation emails?
Please check your spam/junk folder regularly just in case one of our emails ends up in there by mistake. Customer Support emails will come from support@allthatisheavy.com but we may also communicate with you from orders@allthatisheavy.com or updates@allthatisheavy.com (in case you want to white-list us).
How do I change quantities/cancel an item?
  Visit Your Account to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that orders are not editable online once the order has begun processing. However, if an order is still marked "Processing" then you may be able to Contact Us before we actually ship it. Often, we can make changes unless the order has been marked "Ready to Ship" or "Shipped". At which point, it's too late to make any changes.
How do I track my order?
  Visit Your Account to check on the status of your order(s). You will find status information such as "New", "Processing", "Awaiting Payment", "Ready to Ship", "Shipped", etc. To track your order in the postal system please refer to the "All That is Heavy Shipping Notification" email that we sent you when your order shipped. Not getting our emails? See the highlighted section above.
My order never arrived.
  Visit Your Account to check your order status. Be sure that all of the items in your order have shipped already. If there was a problem *and* we were unable to get in touch with you via email then you will find info about the problem in the Order Notes portion of the order within Your Account. If your order is marked as "Shipped", be sure to check the tracking status by clicking the link in the "All That is Heavy Shipping Notification" email that we sent when your order was shipped. Not getting our emails? See the highlighted section above.
An item is missing from my shipment.
  Visit Your Account to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
How do I return my product?
  Visit Your Account / Return Items for instructions on arranging a return.
I received a damaged or incorrect item.
  Visit Your Account / Return Items for instructions on arranging a return.
What is your return policy?
  Visit Your Account / Return Items for instructions on arranging a return.
When will my order ship?
  We ship every day except Saturday, Sunday and Holidays. "Priority" (domestic and international) and "Express" (available for international shipments only) orders are always shipped on the following shipping day. Which means that your order will usually ship within 12 to 24 hours after we receive your order and payment. "First Class", "Media Mail" and "First-Class International" orders will usually ship within 1 to 2 business days. We pride ourselves on fast turnaround, secure packaging and excellent customer service so you can be assured that your orders will always be packaged securely and shipped as promptly as possible.