FAQ

FAQ

Customer Care
At Heavital, we offer hand-painted terracotta tableware and everyday home goods designed to bring warmth, color, and artisanal character to your table and home. If you have a question not listed here, please feel free to reach out to our customer care team at service@heavitalvip.com. We reply within 24 business hours.
Last updated: September 26, 2026

01 — Materials & Craftsmanship

What materials are Heavital pieces made from?
Heavital pieces are crafted primarily from terracotta and earthenware, finished with hand-painted glazes. Because each piece is hand-finished, slight variations in color, pattern, and texture are normal and contribute to the unique character of each item. Specific materials, dimensions, and care details are listed on each product page.
Are Heavital pieces designed for everyday use?
Yes. Our tableware collections are designed with everyday dining and shared moments in mind. Whether you are enjoying breakfast, serving dinner, or entertaining friends, Heavital pieces are developed to bring thoughtful design and expressive style to the experience. Specific use and care guidance may vary by item, so please refer to the relevant product information.

02 — Care & Maintenance

How should I clean my Heavital terracotta pieces?
To maintain the beauty and finish of your pieces, we recommend following the care instructions provided for each product. In general, hand-washing with mild soap and warm water helps preserve hand-painted finishes. Avoid abrasive scrubbers, steel wool, or harsh chemicals that may scratch surfaces or affect decorative glazes.
How do I prevent scratches or damage?
Handle terracotta with care, as it is more fragile than standard dinnerware. Avoid sudden temperature changes (such as placing a hot dish on a cold surface) and store pieces carefully to prevent chipping or knocking against hard surfaces or other items.

03 — Orders & Shipping

How long will it take to process my order?
We typically require 3–5 business days to prepare and package your order, excluding weekends and holidays.
How long does delivery take?
  • Standard shipping: 7–15 business days after processing.
  • Express shipping: 3–7 business days after processing.
Once your order has shipped, you will receive a tracking number by email.
How much does shipping cost?
Shipping Method
Cost
Standard (orders under $39.00)
$2.99
Standard (orders $39.00 and over)
Free
Express (all orders)
$5.99
Which countries do you ship to?
We currently ship only to addresses within the United States, including Alaska and Hawaii. We do not currently ship to PO boxes, APO/FPO addresses, or U.S. territories.
How do I track my order?
Once your order ships, you will receive a shipment confirmation email with a tracking number and carrier link. You may also track your order at 17track.net. Please allow 24–72 hours for tracking information to update after the first scan.
What if my order arrives damaged?
Please inspect your order immediately. If an item is damaged, defective, broken, or different from what you ordered, contact us within 48 hours of delivery at service@heavitalvip.com with your order number and clear photos of the item and its packaging. We will provide an appropriate solution as quickly as possible.

04 — Returns & Exchanges

How long is the return window?
You have 180 days from the date of confirmed delivery to request an eligible return. All orders are covered by our 180-day free return promise.
How do I start a return?
  1. Email us at service@heavitalvip.com with your order number and reason for return.
  1. Wait for our authorization and return instructions.
  1. We will confirm the return address after approval.
Please do not send any item back without first contacting us and receiving authorization.
Are returns free?
Yes. Returns are free for eligible items within the 180-day return window. We will provide return shipping instructions and cover return shipping costs after your return is authorized.
What conditions must items meet to be returned?
Items must be:
  • Unused and in original condition
  • Returned with all original packaging, tags, and accessories
  • Accompanied by proof of purchase (order number)
Where do I send my return?
After your return is authorized, we will provide you with the exact return address. Our return facility is located in China. Please do not send returns to our registered business address unless we specifically instruct you to do so.
Can I exchange an item?
Yes. Exchanges are available for eligible unused items within the 180-day return period, subject to product availability. Contact us before returning the original item and we will review your exchange request.
Are any items not returnable?
Yes. Personalized or customized items, gift cards, and final-sale items cannot be returned, except where a quality issue or defect exists. Please review our Return & Refund Policy for complete details.

05 — Refunds

How long does refund processing take?
Once we receive and inspect your returned item, approved refunds are issued to your original payment method within 5–10 business days.
When will the refund appear on my account?
After we issue the refund, your bank or payment provider may require additional time to post the funds. Most refunds appear within 5–10 business days after processing.
Will I get my original shipping charges back?
Original shipping charges are non-refundable for change-of-mind returns. If the item arrived damaged, defective, or incorrect, original shipping charges will also be refunded.

06 — Payment & Privacy

What payment methods do you accept?
We accept major credit cards and other payment methods available at checkout, processed securely through Shopify.
Is my payment information secure?
Yes. Payment information is processed directly by our payment providers. We do not store complete credit card numbers on our servers.
How do I exercise my privacy rights?
You may request access, correction, deletion, or opt-out of sale/sharing of your personal information by emailing service@heavitalvip.com with the subject line "Privacy Request." You may also manage cookie preferences through the "Your Privacy Choices" link in our footer.

Business Information

Heavital is an online store operated by Kunming Nianchu Trading Co., Ltd.
  • Legal Entity: Kunming Nianchu Trading Co., Ltd.
  • Person in Charge: Xu Xingai
  • Registered Address: Room 1001, Unit 1, Building 6, Tianxia Donghu Garden, Chunhua Road, Qingyun Sub-district Office, Panlong District, Kunming City, Yunnan Province, China
  • Telephone: +86 13583649264
  • Business Hours: Monday–Friday, 9:00 AM–6:00 PM (PDT)