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  Customer Service

The following Store Polcies specify the terms and conditions of sale for merchandise purchased from our website.

  1.  Placing Your Order
  2.  Order Confirmation
  3.  Order Cancellation
  4.  Shipping
  5.  Order Status and Tracking
  6.  Sales Tax
  7.  Returns
  8.  Pricing Errors
  9.  Security and Privacy
10.  Contact Us

1.  Placing Your Order

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.

2.  Order Confirmation

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.

3.  Order Cancellation

Orders are considered placed when submitted. You may cancel your order only if it has not yet been shipped. Please contact us immediately at support@thehearthstore.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.

4.  Shipping

Shipping 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 possible delivery.

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.

How 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 support@thehearthstore.com and include your name, billing zip code, and order number.

5.  Order Status and Tracking

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.

6.  Sales Tax

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.

7.  Returns

What 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.

How 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 support@thehearthstore.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.

Damaged 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 order.

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.

Undeliverable or Refused Shipments:  Undeliverable or Refused merchandise will be charged for the shipping and/or freight charges both ways (incoming and outgoing shipping charges).   

8.  Pricing Typographical Errors

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 reason.

9.  Security and Privacy Information

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 the merchant.

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 delivery.

We do not use cookies and other methods to track your interactions with this site. However, PayPal uses cookies to facilitate the checkout process. Please visit the PayPal website for further information regarding their privacy policy.

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.

10.  Contact Us

For customer service:
E-mail Address:  support@thehearthstore.com

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:

  • Monday thru Friday 9:00 AM to 5:00 PM EST
We are closed Saturdays, Sundays and on all major holidays.

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