FAQs
Is Holding Dementia Hands website safe?
At Holding Dementia Hands, we understand how important security and privacy are to you. When you place an order on our website, Holdingdementiahands.org, your personal information is protected with Secure Socket Layer (SSL) encryption and secure payment processing. This is the most advanced consumer online security technique to date.
How do I know if my order has been shipped?
Processing time for orders is 1-3 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, and promotions. Extended delays can also occur during the months of September, November, and December. Your order may be shipped 3-5 business days after the order is placed. Your order confirmation email will state the current processing time. Once shipped, delivery time within the United States is within 5 business days business days. Delivery dates are estimated, not guaranteed. We do not offer express/overnight shipping currently. Once the order ships, a tracking number will be emailed to you. The e-mail will contain shipment details, your tracking number, and a link to the USPS site. To track the order, click on the tracking number provided in the email 24-48 hours after you receive the tracking number for an update. All orders are shipped via USPS. Please note we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS to international mail carriers. If you have not received a tracking number after 3 business days, please email us at. Customerservice@HoldingDementiaHands.org. Please check your junk/spam inbox then contact us. Shipping emails are sent to the email address you entered at checkout when placing your order. Please be sure to enter the correct email address at checkout. Also, please be sure your shipping address is complete and correct (including apt and house numbers) as this may also delay your order from being shipped. The US Postal Service does not guarantee the delivery date and time of your package for standard/ first class mail.
What payment options do you accept?
We accept payments via American Express, Discover, Debit/Visa and Mastercard via PayPal in US Dollars only. PayPal allows customers to pay using their credit and debit cards, PayPal account balances, and bank accounts securely without sharing your personal information. Please be sure you’re billing and shipping address match your card in to avoid delays or declines. We’re Sorry, We Do Not Accept: CODs, Layaway plan, Zelle, Personal Checks, or Money Orders. **Please note PayPal” E-Check” payments take an additional 5 business days to process. PayPal will not allow us to ship your order until they verify your payment has cleared.
How do I check on or contact someone about an order I have placed?
For questions regarding the status of your order, or any other concerns please email us at Customerservice@HoldingDementiaHands.org
What if my order is incorrect or is missing an item?
While we try our best to process your order as quickly as possible, sometimes human errors can occur in fulfilling an order. We want to do everything we can to fix the error. If we made an error in the fulfillment of your order, please email us. You will be asked to provide clear photos of the package the order arrived in, and the products received. Once we review the photos, we will review the issue and either authorize the exchange or explain the reason for denial of the exchange. If it is authorized, we will need the incorrect item returned to us in a new sealed and unused condition. Please allow up to 14 business days for us to process the incorrect/missing items once the returned package is delivered to us.
How do I make sure I ordered the corrected item?
Please read products description and review images at every angle to ensure purchase decision. Customers can always email us with any product inquiry. Customerservice@HoldingDementiaHands.org
Do your company offer Exchanges?
No. We only offer exchanges if your order arrives damaged or incorrect.
Is there a way I can add or edit items after I check out?
Unfortunately, no. We're unable to modify orders after the transaction has been completed.
Can the home decor items be used outside or as toys?
Unfortunately, No! Our awareness-inspired home décor pieces are designed for indoor display only and are not toys. Please use outdoors only if the packaging or hangtag specifically states 'Suitable for Outside Use.
Will I have to pay shipping, customs fees, duties or taxes? (For non-US orders)
Due to the recent changes in tariffs, we've had to adjust our shipping strategy. The new tariffs have significantly increased the cost of shipping products out of the United States, making it less viable for us to continue shipping internationally. As a result, we`re no longer offering shipments outside the U.S. until further notice.