Shop Policies & Customer Care

Welcome to Hearts on the Spectrum. Every item in our shop is created with care, compassion, and the intention of supporting individuals and families within the neurodiverse community. Below you’ll find our shop policies and care guidelines to ensure a smooth and supportive experience.

Processing & Shipping

  • Processing Time: Most physical orders are created and packaged within 3–5 business days. Custom or personalized orders may take a little longer depending on design approval.

  • Shipping: Orders are shipped via USPS or another trusted carrier with tracking provided once your item is on its way.

  • Delays: Please allow extra time during holidays or unforeseen circumstances such as postal delays.

We take great care in packaging your items so they arrive safely and ready to bring joy and support to your home.

Returns, Exchanges & Cancellations

We want you to love your purchase.
However, since many of our items are custom or made-to-order, please review our policy below.

  • Custom and Personalized Orders: Not eligible for return or exchange unless damaged or defective upon arrival.

  • Digital Downloads: Because of the nature of digital files, these are non-refundable once downloaded.

  • Physical Products: If your item arrives damaged, please contact us within 7 days of delivery with a clear photo of the issue. We’ll work quickly to replace or resolve it.

  • Cancellations: Accepted within 24 hours of purchase, provided your order has not yet entered production.

Digital Downloads

Once your payment is confirmed, digital items will be available for instant download.

  • Files can be printed from home or through your preferred print service.

  • Colors may vary slightly based on monitor and printer settings.

  • Digital files are for personal use only and may not be resold, shared, or redistributed in any form.

Custom Orders

We love creating meaningful, personalized pieces.
If you’d like to request a custom PECS board, visual support tool, or apparel design, please reach out through our Contact Us page.

We’ll collaborate with you to ensure the finished design fits your loved one’s unique needs. Proofs will be sent for approval before printing or production.

Product Care Instructions

For Laminated Boards and Visual Supports:

  • Wipe gently with a soft, damp cloth.

  • Avoid soaking or prolonged exposure to water.

  • Keep away from direct sunlight to prevent color fading.

For Apparel:

  • Turn inside out before washing.

  • Wash in cold water on a gentle cycle.

  • Air dry or tumble dry on low.

  • Avoid ironing directly on designs.

For Printable Downloads:

  • Use high-quality paper or cardstock for best results.

  • For long-term durability, laminate and use Velcro or magnetic dots as needed.

Our Promise

Every order is made with heart. We know that each family’s journey is unique, and we’re honored to play a small part in supporting yours. If you have any questions, concerns, or would like to request a custom order, we’d love to hear from you. Please feel free to reach out through our Contact Us page, we look forward to hearing from you.


Thank You

Your purchase helps us continue creating inclusive tools, communication supports, and heartfelt resources for the neurodiverse community. From our family to yours — thank you for supporting small business and for being part of our Hearts on the Spectrum community.