Welcome to HearthHome, where warm memories are made! We’re dedicated to helping you create cozy, inviting spaces with our high-quality heating and outdoor living products. Below, you’ll find answers to common questions about our products, shipping, returns, and more. If you don’t see what you’re looking for, feel free to contact our 24/7 support team—we’re always here to help!

Product Questions

What types of products does HearthHome offer?

HearthHome specializes in a wide range of heating and outdoor living solutions to suit every style and need. Our product lineup includes:

  • Barbecues and Grills for outdoor cooking
  • Electric Fireplaces for modern, easy-to-install warmth
  • Gas Fireplaces, Gas Logs, and Gas Stoves for efficient heating
  • Wood Burning Fireplaces, Wood Stoves, and Pellet Stoves for traditional charm
  • Fire Pits and Outdoor Heaters for cozy gatherings
  • Chimney Shrouds and Fireplace Accessories for customization and maintenance
  • Products from trusted Fireplace Brands (Gas/Wood)

Whether you’re a young homeowner looking for a sleek electric fireplace or a traditionalist preferring a wood-burning stove, we have something to enhance your home’s comfort and ambiance.

Are HearthHome products suitable for both indoor and outdoor use?

Yes! We offer products designed for various settings. For indoor use, consider our electric fireplaces, gas fireplaces, wood stoves, and fireplace accessories. For outdoor spaces, we have barbecues, grills, fire pits, outdoor heaters, and items under our “Outdoor Living” category. Always check product descriptions for specific usage guidelines to ensure safety and optimal performance.

How do I choose the right fireplace or stove for my home?

Selecting the perfect heating solution depends on your preferences for fuel type (e.g., gas, wood, electric), installation ease, and style. Electric fireplaces are great for modern homes with easy setup, while gas options offer efficient heat with realistic flames. Wood-burning products provide a classic, rustic feel. If you need guidance, email us at [email protected] for personalized recommendations based on your space and needs.

Shipping and Delivery

How long does it take to process and ship my order?

After you place an order, our team takes 1-2 business days to process it. We inspect and package each item carefully to ensure it meets our high standards for quality and safety. Once shipped, delivery times depend on your chosen method:

  • Standard Shipping: 10-15 business days after shipping, via DHL or FedEx. Cost: $12.95 (flat rate). Ideal for faster, tracked delivery.
  • Free Shipping: 15-25 business days after shipping, via EMS. Free on orders over $50; not available for orders under $50. Perfect if you’re budget-conscious and don’t mind a longer wait.

Note: Delivery may vary based on location and customs. We ship globally except to Asia and select remote areas.

Can I track my order?

Yes! For Standard Shipping with DHL or FedEx, you’ll receive a tracking number to monitor your delivery. For Free Shipping with EMS, tracking may be limited. If you have issues, contact us at [email protected] for assistance.

What should I do if my order is delayed?

Delays can occur due to customs, weather, or carrier issues. To minimize this, ensure your shipping address is accurate at checkout. If your order is overdue, reach out to our support team with your order details, and we’ll investigate promptly.

Returns and Refunds

What is your return policy?

We offer a hassle-free return policy if you’re not satisfied. You can return items within 15 days of receipt, provided they are in original condition and packaging. To initiate a return, contact our customer service at [email protected]. We’ll guide you through the process, and once we receive the returned items, we’ll process your refund. Note that shipping costs are non-refundable unless the return is due to our error.

Are there any items that cannot be returned?

For safety and hygiene reasons, we cannot accept returns on used or damaged products, or items not in their original packaging. Customized or clearance items may also be non-returnable. Check the product page for specific details, or ask our team before purchasing.

Payment and Account

What payment methods do you accept?

We accept Visa, MasterCard, JCB, and PayPal for secure and convenient transactions. All payments are processed through encrypted systems to protect your information.

Do I need an account to place an order?

No, you can checkout as a guest. However, creating an account allows you to track orders, save preferences, and enjoy faster checkout in the future. It’s free and easy to set up!

What if I have issues with payment?

If your payment fails, ensure your card details are correct and that your bank allows international transactions (as we serve customers worldwide). For help, email us at [email protected], and we’ll resolve it quickly.

General Support

How can I contact HearthHome for further questions?

We’re here for you 24/7! Email us at [email protected] for any inquiries about products, orders, or support. You can also visit our website at kivafireplaces.com for more information. Our physical address is 1767 Willison Street, San Diego, US 92123, though we primarily operate online for global reach.

Do you ship to my country?

We ship worldwide, excluding Asia and select remote areas due to logistical constraints. If you’re unsure about delivery to your location, contact us before ordering, and we’ll confirm availability.

Thank you for choosing HearthHome—your trusted partner in creating warm, inviting spaces. We’re honored to help transform your house into a home filled with laughter and unforgettable moments.

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