We do not accept orders by phone, fax, postal mail, or email. All orders must be placed online using PayPal
secure shopping cart and checkout.
With PayPal you can pay by major credit card including Visa, MasterCard,
American Express, Discover Card, or by PayPal. Credit card orders will be charged when your order is processed.
Most items that are in stock ship from one of our warehouse locations within 2 to 3 business days after the order is processed. However, items shipped directly from
the manufacturer or that are custom made may take longer to ship after the order has been processed.
Upon completion of your order, we will send you an order confirmation email with the details of your purchase.
Please keep this for your records. The email contains all the information necessary to help you with any questions
or concerns you may have regarding your order.
Orders are considered placed when submitted. You may cancel your order only if it has not yet been shipped.
Please contact us immediately at email@example.com.
If the item(s) has already been shipped, you must follow our standard return
procedures. Please see the returns section of our store policies for further details on
returning your product. If you refuse delivery, we will refund the item
cost minus any associated shipping fees. All shipping costs (incoming and
outgoing shipping charges) will be deducted from the refunded amount, including the
initial shipping costs paid by us if free shipping was applied to the order.
Policies: As all of our merchandise is shipped via ground delivery, we do not ship orders to addresses outside the US or to
Alaska and Hawaii.
All orders placed for shipment to these locations will be refunded.
It is our goal to get
your item out to you as soon as possible. Many items that we sell are in stock
and ship from one of our warehouse locations within 2-3 business days after the order is processed. However, items shipped directly from
the manufacturer or that are custom made may take longer to ship after the order has been processed. We make every effort to ensure
that our customers receive the fastest
Most of our items ship via UPS ground. Some items because of either their weight or size can only be shipped via freight. If an item
is shipped via freight delivery,
you must be at the delivery location to receive and sign for the shipment on the day and time of delivery. If no one is there to accept
the shipment on the day of delivery,
the trucking company will not deliver the package. You will then be responsible for rescheduling delivery directly with the trucking
company and will be responsible for paying
additional shipping charges directly to the shipper for redelivery.
Do I Know if My Order Has Shipped? Once your item is shipped, you will receive an email from us to confirm the shipment of your
order. Tracking information will
also be included in the email so that you can easily track your package directly with the carrier. For additional
questions about tracking, please contact us at firstname.lastname@example.org
and include your name, billing zip code, and order number.
For your convenience, you can see the details of your order and track order status online using
our order status web page or enter your order number
and the billing address zip code below.
A 6% sales tax is charged for orders shipped to Virginia addresses.
All orders shipped to addresses outside Virginia are exempt from
state sales tax.
Is Your Return Policy? Your complete
satisfaction is important to us and is our top priority. We offer a 30 Day Limited Money Back Guarantee return
policy. Any unused, resalable merchandise in original condition and in
their original boxes or packages may be returned for exchange or refund within
30 days of the order date. The returned item must be in the original box
with all paperwork. The item must be unused and unopened. We will refund the
product price only. The customer will incur the expense of all shipping
charges. All original shipping costs will not be
refunded. Orders that received free shipping will be charged for our initial
shipping cost. Buyers are responsible for all return shipping costs.
If the item(s) has been opened, used, or tested in any way, it can be returned only if in a
re-sellable condition and within 30 days from date of purchase. It must be in its
original box and all manuals, warranties, accessories and packing materials must be included.
However, any returned items that have been opened or used will incur a restocking charge of 15% of the item(s) price
All items which are shipped via freight will be charged an automatic 15% restocking fee whether they have been opened or not.
The customer will also incur the expense of all shipping charges, even if the
order was sent with free shipping. Incoming and outgoing shipping costs will not be refunded.
Orders that received free shipping will be charged for our initial shipping cost as well as the
return shipping cost.
Any returns shipped via freight collect
to the return address will be refused and returned to shipper. We will not cover the return shipping fees.
There are no returns or refunds after 30 days.
Exception to Return Policy: The following items are not returnable at any time for any reason if they
have been installed or burned - gas logs, gas stoves, wood burning stoves, chimeneas, fire pits, or any other
product associated with gas (natural or propane) or fire. This is a liability issue and we are not responsible
for any items once they have been installed and/or burned. If the item is believed to be defective, we will be
happy to assist you with the warranty process through the manufacturer to resolve the problem.
Do I Return an Item? For returns on items that
are not damaged or defective, please contact a Customer Service Representative
within 30 days of receipt of your merchandise via email at email@example.com.
Please include your order number and the reason for your return in your email.
We will respond within 24-48 hours with a Return Authorization Number and
instructions for returning the item to us. All returns MUST have a Return
Merchandise Authorization (RMA) Number. All returns received without an
RMA number will not be accepted and will be shipped back at the customer's expense.
Items: If your ground shipment is received
damaged, a claim must be made within 5 days of receipt. Please open your
package and inspect upon receipt. If a package arrives damaged, save all packing
materials and contact the shipper immediately to file a claim with the
shipping company. In most cases, the purchase price and the original
shipping costs to the customer will be refunded to the original purchaser. If your order is shipped via freight,
you must inspect all packages upon delivery. If there is any damage, it is the customer's responsibility to
report the damage to the driver at that time to ensure it will be covered under their
insurance. It is your responsibility to report and file all claims for damage directly with the freight company.
Missing Items: All orders must be
inspected for missing items within 5 days of receipt - Please open your package
and inspect upon receipt. If a package arrives with missing items, contact us
immediately. After 5 days, we are not responsible for missing items from your
Defective Items: If an item is received via carrier and found to be defective within 30 days of the purchase date,
we will send a replacement part at no expense to the customer. If the entire unit is defective, a replacement unit will be
sent or a credit will be issued, whichever the customer chooses. If an item is shipped via freight and found to be defective
within 30 days of the purchase date, we will have the replacement part sent to the customer at no expense. If the customer
does not want the replacement parts and simply wants to return the entire unit, they will be responsible for all shipping fees. We will
not accept defective returns after 30 days of the purchase date. If it is outside the 30 days, the customer will need to contact the
manufacturer directly for replacement items.
or Refused Shipments: Undeliverable
or Refused merchandise will be charged for the shipping and/or freight charges both ways (incoming and outgoing shipping charges).
Although we strive to provide accurate information and pricing for each
item, occasionally a small number of the items listed for sale on our website may
be mispriced. In the event a product is listed at an incorrect price due to
typographical error or error in pricing information received from our suppliers,
we shall have the right to refuse or cancel any orders placed for a
product listed at the incorrect price. We shall have the right to
refuse or cancel any such orders whether or not the order has been confirmed and
your credit card charged. If your credit card has already been charged for the
purchase and your order is canceled, we shall immediately issue a
credit to your credit card account in the amount of the incorrect price.
We reserve the right to refuse a sale at any time for any
Is It Safe To Use My
Credit Card? Yes, shopping at TheHearthStore.com is safe and secure.
Our online store uses PayPal secure servers and our orders are processed using their shopping cart and checkout process,
so all of your online payments are secure. PayPal is the trusted leader in online payments. PayPal helps protect your
credit card information with industry-leading security and fraud prevention systems.
Their checkout process uses industry standard SSL (Secure Socket Layer) technology to encrypt and scramble all personal
information including your name, address, and credit card information sent over the internet so that it may not be intercepted and read
by others. Additionally, when you use PayPal, your financial information is never shared with
Is My Personal Contact Information Shared with Others?
When you purchase merchandise from us online, we will
ask you to provide personal contact information needed to process your order, including name, address,
billing and/or shipping address, email address, and phone number. We use this information only to ship to
you the merchandise you order, to personalize and send information about
orders to our customers, to fulfill and notify you of delivery, and to get in
touch with you if necessary for customer service issues or questions about an order.
We also collect contact information about gift recipients to ensure correct gift
PayPal website for further information regarding their
Your personal information is not used by us for promotional or advertising purposes.
We do not sell, trade, rent, or lease any customer or gift recipient e-mail address
or personal information to any third party. We do no share this information
with any third party except to the extent necessary to fulfill an order or when
the outside party is strictly acting on our behalf with no independent right to
use the information we provide. We may provide aggregate statistics about our
customers, sales, traffic patterns, and related site information to certain
reputable third party vendors but these statistics will not include any
identifying personal information. However, we may disclose personal information in the
event that we are required by law. Accordingly, you authorize us to
disclose any and all information about you to law enforcement or other
governmental official as we deem necessary or appropriate with any investigation
of fraud, intellectual property infringements, piracy, or other unlawful
activity that is illegal and that may expose us to legal liability.
For customer service:
E-mail Address: firstname.lastname@example.org
The best way to communicate with us is via
e-mail. While we try to respond to your e-mail on the same business day, you can expect to hear from us
usually within 48 hours.
Our Customer Service and Sales Specialists are usually available:
We are closed Saturdays, Sundays and on all major holidays.
- Monday thru Friday 9:00 AM to 5:00 PM EST