FAQ's

Note: Links to complete Refund, Shipping, Privacy, and Terms of Service policies are located at the bottom of each page.

GENERAL QUESTIONS

Do you provide refunds? No. All sales are final. Please double- and triple-check sizes and spelling for customized products prior to purchase, as refunds will not be issued due to customer error. We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate. Please contact us if you feel an error has been made on our part and we will be happy to assist. 

My order has not yet arrived. What now? Before getting in touch with us, please help us by doing the following: 

  • Check your shipping confirmation e-mail for any mistakes in the delivery address. If you provided an address that was considered insufficient by the courier, the shipment was returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable). 
  • Ask your local post office if they have your package.
  • Check with neighbors in case the courier left the package with them.
  • If the shipping address was correct, and the package wasn't left at the post office or with your neighbors, get in touch with us at info@gallantheartmedia.com using your order number.
  • Remember: Due to COVID-19, our fulfillment times [for all products/canvas prints/t-shirts, etc.] may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers, as the entire industry is grappling with challenges. Thank you for your patience!
  • If you have ordered within the U.S., calculate 3-7 days to fulfill the order PLUS 3-4 more business days of shipping, which equals 6-11 days total to receive the product. Please plan accordingly, especially when ordering personalized gifts or during the holiday season. If you reside out of the U.S., please see the "Shipping" policy at the bottom of the Checkout page. 

When can I expect a response from customer service? Please allow up to 72 business hours for a response via e-mail or telephone. 

Can I use more than one discount at a time? Unless otherwise specified, discounts cannot be combined. For instance, bundles that offer a discount cannot be combined with a discount code. 

MUSIC, VIDEOS, & DIGITAL CARDS

Can I preview the songs and videos? Yes, you would do so by going to the specific product of interest and pressing the "play" button. Note: Instantly downloaded and customizable song and video previews will feature only excerpts of the full product. Digital card and royalty-free music previews will feature the entire product. 

Will my songs and videos be delivered with audio and visual watermarks? No. The only time the Gallant Heart Media logo appears is at the tail end of videos and slideshows along with copyright information. 

How will the songs, videos, and digital cards be delivered? Instantly downloaded songs and videos, as well as royalty-free music, will be available immediately after purchase via a download link on the checkout page and via a download link sent to your provided e-mail address. Customizable products will be available via a download link sent to your e-mail after completion (e.g., 1-2 weeks for a customized song, video, or slideshow and 3-5 business days for a customized digital card for non-expedited orders). 

In what format will the songs, videos, and digital cards be? Instantly downloaded songs and customized songs are delivered as MP3 files. All videos, including digital cards, are delivered as MP4 files. Royalty-free music is delivered as MP3 and WAV files. 

How long will it take to receive my customized song or video? Please allow 1-2 weeks for fulfillment due to high demand. 

How long will it take to receive my customized digital card? Please allow 3-5 business days for fulfillment. 

Do you offer expedited delivery of a customized song or video? Yes. As stated above, standard delivery is 1-2 weeks. Expedited delivery (3-5 days) is available for an additional $50 per song or video and an additional $75 per slideshow.

Some product prices show "from $99.99" or some other price. What does this mean? The value that follows the dollar sign is the lowest price for which a variant of the product is sold. Once on the product page, you may select other product options and prices (e.g., expedited delivery, different album art, or a different size) from the dropdown menu provided. 

What is the difference between a customized video and a slideshow? Videos feature one (1) image uploaded by you and slideshows feature six (6) uploaded images. 

Do you offer revisions of a song or video? No. Revisions are not provided UNLESS there is an artist's error. Please ensure that you triple-check spelling and submitted pronunciations prior to placing an order. 

What is royalty-free music?

Royalty-free music is not free of cost. In a nutshell, it is music that may be licensed for commercial use subject to terms set forth in the applicable license granted upon purchase. The terms of the license vary for each distributor of royalty-free music and for each type of license offered. 

Gallant Heart Media offers three tiers of licenses--Standard, Extended, and Premium--depending on the needs of the Licensee. Each purchase covers a “single application” license for one allowed use. A separate license is required for each usage (e.g., for each project or for each client).

Note: Public performance rights are not included. Public performance royalties are paid by the applicable Performing Rights Organization (PRO) to composers and publishers for the public broadcast of music. These royalties come from blanket license fees paid to the PRO by businesses who broadcast music (e.g., radio and television stations, live venues, restaurants).

(Please see "Royalty-Free Music Licensing Terms & Conditions" for more detail re: licensing with Gallant Heart Media.)

Can I purchase a license to use the instantly downloaded and customizable music and videos for commercial purposes? No, not at this time. These products are strictly for personal use. Only the royalty-free music is available for commercial use. (Please see "Royalty-Free Music Licensing Terms & Conditions" for more detail re: licensing with Gallant Heart Media.)

ART & MUGS

Can I upload any picture for the customized canvas art? What do you recommend? No. We recommend uploading images with the HIGHEST quality there is, especially for canvas prints. A studio photography image (or equivalent) is the best option. As a rule of thumb, it's best to avoid photos taken with smartphones, as those images can become more pixelated and blurry with enlargement. 

Will the image on my mug appear on both sides? Yes. All mugs are either double-sided or exhibit a wrap-around design. 

APPAREL

I need a different size than what I ordered. Can I exchange the item or get a refund? No. As stated above under "General Questions," all sales are final. Refer to the size charts provided under each description.