Welcome to HearthHome
At HearthHome, we’re dedicated to bringing warmth, comfort, and exceptional quality to your home and outdoor living spaces. Just as we meticulously craft our premium heating products to create lasting memories around the hearth, we’ve designed our shipping and returns policies to ensure your complete satisfaction with every purchase.
Shipping Information
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
Shipping Methods & Delivery Times
| Shipping Method | Cost | Delivery Time | Best For |
|---|---|---|---|
| Standard Shipping via DHL or FedEx |
$12.95 | 10-15 business days after dispatch | Faster delivery for time-sensitive orders |
| Free Shipping via EMS |
FREE for orders over $50 | 15-25 business days after dispatch | Budget-friendly option for larger orders |
International Shipping Note
We ship globally, excluding Asia and select remote areas as specified in our detailed shipping policy. International customers may be subject to customs fees and import duties, which are the responsibility of the recipient and are non-refundable.
Returns & Exchanges Policy
Quick Summary
- Return Window: 15 days from delivery date
- Condition: Products must be in original, unused condition with all packaging and accessories
- Process: Contact customer service for authorization before returning
- Refund Time: 3-5 business days after we receive and inspect your return
Our Return & Exchange Process
Before initiating a return, please ensure:
- You’re within the 15-day return window from your delivery date
- The item is in its original condition, unused, and with all tags attached
- You have the original packaging and all included accessories
- You have your order confirmation or receipt
Contact our customer service team at [email protected] with the following information:
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content Should Include:
- Your order number and purchase date
- Product name(s) and SKU if available
- Reason for return
- Confirmation that products are in original condition
- Your preference: refund or exchange
- Your shipping address
- Your contact information
Within 2 business days, we’ll email you a Return Authorization Number and shipping instructions. Please do not ship items back without this authorization.
Package the item securely in its original packaging with all accessories. Use the return label we provide (if applicable) or ship to:
HearthHome Returns
1767 Willison Street
San Diego, CA 92123
United States
Note: Return shipping costs are the customer’s responsibility unless the return is due to our error or a defective product.
Once we receive and inspect your return:
- We’ll process your refund within 3-5 business days
- Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- You should see the refund in your account within 7-10 business days, depending on your financial institution
Exchange Process
For exchanges, follow the same process as above, specifying your desired exchange product. If the exchange item costs more, we’ll invoice you for the difference. If it costs less, we’ll refund the difference.
Non-Returnable Items
For safety and hygiene reasons, the following products cannot be returned or exchanged unless defective:
- Electric Fireplaces – Once installed and used
- Gas Fireplaces & Gas Logs – If the gas line connection has been attempted
- Wood Burning Fireplaces & Stoves – With any signs of use or fire residue
- Fireplace Accessories – That show wear or have been used with fire
- Custom or Special Order Items
- Clearance or Final Sale Items
Defective or Damaged Items
If your item arrives damaged or defective, contact us immediately at [email protected] with photos of the damage and your order details. We’ll arrange a replacement at no additional cost.
International Returns
For customers outside the United States (excluding Asia and select remote areas as noted in our shipping policy), return shipping costs are the customer’s responsibility. Customs fees and import duties are non-refundable.
Need Help?
Our customer service team is here to assist you with any questions about shipping, returns, or exchanges. Contact us at [email protected] and we’ll respond within 1-2 business days.
Thank you for choosing HearthHome to bring warmth and comfort to your living spaces. We appreciate your business and are committed to ensuring your complete satisfaction.
Warm regards,
The HearthHome Team