Shipping Policy

Thank you for choosing Hearth Goods! Please notice: Standard operating hours are Monday- Friday (7:30am - 4pm PST) There is no shipping on weekends. UPS Expedited Service orders will generally ship out within 2-3 business days after the order is placed. Please be aware that all other orders may not ship for 3-5 business days. We are moving as quickly as we can and since your order is already in the works we may not be able to make any changes. You will receive a separate email after your order ships. Watch out for any merchandise that will ship separately as we do ship from several warehouses. To guarantee your order, all back ordered merchandise will be charged at this time and will ship as soon as they become available. You will not be charged additional shipping on backordered items. Contact our amazing customer support team at 800.459.5594 / 360.357.7781 or info@hearthgoods.com if you have any questions in regards to these policies.

DAMAGED & MISSING MERCHANDISE MUST BE REPORTED WITHIN 3 DAYS OF RECEIVING YOUR ORDER 

  1. Prior to signing receipt of your shipment, carefully inspect the box or boxes for any damage. If you see damage you must mark the delivery receipt accordingly. It is recommended to take pictures of the outside of the box and the inside of the box. Then unpack the contents to ensure there is no concealed damage or missing items.

  2. Gather the following documentation:
    E-mail info@hearthgoods.com with the above documentation and we will be happy to work with the freight company to process a damage claim. Hearth Goods is limited to assist when working with your freight forwarder.

    • Hearth Goods Order Number
    • Freight Tracking Number
    • Photographs and description of damage

*NOTICE: UPS shipments include $100 insurance coverage. Insurance in excess of $100 should be requested at the time of purchase. The receiver is responsible for additional insurance costs. The receiver is responsible to file an insurance claim with UPS. All shipments are DAP, unless otherwise noted. 

By selecting USPS Priority Domestic Shipping, you release Hearth Goods from responsibility for delayed shipments and loss in excess of $50.00. Insurance claims to damaged or lost items in excess of $50.00 will not be recovered. Hearth Goods is not responsible for lost or damaged items. Insurance in excess of $50.00 should be requested at the time of purchase. All shipments are DAP, unless otherwise noted.

RECEIVE INCORRECT MERCHANDISE? WE'LL MAKE IT RIGHT!

Contact our Customer Support team at info@hearthgoods.com and we will coordinate a reorder to ship the correct merchandise at no additional cost to you. We may also provide you with a prepaid return shipping label and request an immediate return of the incorrectly received merchandise. To avoid additional charges the incorrectly received merchandise must be shipped within 7 days of receiving the prepaid return shipping label. All regular return policies still apply. All merchandise must be returned unused and in original packaging in order to avoid being charged.

THE 365 GUARANTEE

Our goal is to offer the highest quality products within the specialty coffee trade. For most general merchandise, 365 days post purchase, we guarantee a full refund or replacement of defective products at no additional cost to you. Specific products and brands, including but not limited to commercial and domestic equipment, has a specified limited warranty and will be dealt with accordingly.

DOMESTIC US SHIPPING METHODS: 

USPS Priority:

(Please allow 3 business days to process the order):

Delivery in: 1-4 business days (not a guaranteed time frame)

Tracking: Yes, live tracking at www.usps.com.

*NOTICE: By selecting USPS Shipping, you release Hearth Goods from responsibility for delayed shipments and loss in excess of $50.00. Insurance claims to damaged or lost items in excess of $50.00 will not be recovered. Hearth Goods is not responsible for lost or damaged items. Insurance in excess of $50.00 should be requested at the time of purchase. All shipments are DAP, unless otherwise noted.

UPS Ground/ Free Ground
(Please allow 3 business days to process the order):

Delivery in: 2-5 business days (not a guaranteed time frame)

Tracking: Yes, live tracking on UPS

 

UPS Express 

(Please allow 2 business days to process the order) 

(guaranteed service consistent with the provisions of the UPS Service Guide):

  • 2 Day Air: Delivers in 2 business days
  • 3 Day Saver: Delivers in 3 business days
  • Tracking: Yes, live tracking on UPS

*NOTICE: By selecting UPS Shipping, you release Hearth Goods from responsibility for delayed shipments and loss in excess of $100.00. Insurance in excess of $100 should be requested at the time of purchase. The receiver is responsible for additional insurance costs. The receiver is responsible to file an insurance claim with UPS. All shipments are DAP, unless otherwise noted.Weather, natural disasters and other uncontrollable events can interrupt UPS transportation flow. Shipments delayed due to an uncontrollable event are not eligible for a refund or credit under the UPS policy

INTERNATIONAL SHIPPING METHODS ONLINE:

*NOTICE: Receiving customers are responsible for any applicable duties, tariffs, or taxes. Please do not ask us to adjust customs values as we can/will not.

UPS International (guaranteed service consistent with the provisions of the UPS Service Guide):

  • International Economy: Delivery typically in 2-5 business days to more than 215 countries and territories
  • Tracking: Yes, live tracking on UPS

*NOTICE: By selecting UPS Shipping, you release Hearth Goods from responsibility for delayed shipments and loss in excess of $100.00. Insurance in excess of $100 should be requested at the time of purchase. The receiver is responsible for additional insurance costs. The receiver is responsible to file an insurance claim with FedEx. All shipments are DAP, unless otherwise noted.Weather, natural disasters and other uncontrollable events can interrupt UPS transportation flow. Shipments delayed due to an uncontrollable event are not eligible for a refund or credit under the UPS policy.