Shipping Policy

Once your product is created for you we handle it with care and ship it out immediately. Below is some further information on our shipping policy.

  • We choose the most appropriate shipping provider based on your product’s size and weight.
  • Once the package leaves our hands and enters the care of the shipping provider, it is fully in control of them and any issues will reflect against them directly
  • If the package and/or product is mishandled or broken in any way the shipping provider will be fully responsible based on their guidelines. We can and will help with any claim or resolution, but any refund or return will fully be on them to decide on a case by case basis
  • Once your package has been delivered, it is considered the responsibility of the recipient and is no longer under the control of either us or the shipping provider. Any loss or issues after delivery will be the responsibility of the recipient. We recommend having someone available to receive the package to help avoid any delivery issues.
  • If the shipping provider causes any damage to your property during delivery, the issue should be handled directly with the provider rather than Hearth Wood. However, please notify us as well, and we will be happy to assist you in filing and supporting your claim.
  • We try to automatically and accurately calculate your shipping costs upon ordering. However, we do reserve the right to request additional shipping charges if your location ends up costing significantly more than what you paid. This is rare, but it can occasionally happen with bulk orders. We never inflate our shipping prices; we always charge exactly what the provider charges us for their services.
  • It is important to ensure that your shipping address is accurate. You may update your shipping address within 24 hours after placing your order. After 24 hours, changes can no longer be made once your order has been processed or shipped.
  • Please note that holidays, weather conditions, and non-shipping days may affect estimated delivery times.

If you have any issues with our shipping process, please contact us to help resolve the issue.