Shipping policy
Shipping & Delivery
At Hearth & Oak, we want getting your order to be simple and straightforward. U.S. orders typically arrive within an estimated 7–12 business days, while international orders typically arrive within an estimated 10–18 business days. Delivery times are estimates and may vary depending on destination, carrier delays, customs, holidays, weather, or other circumstances outside our control.
Once your order has been processed and tracking information becomes available, you will receive shipping details so you can follow your package. Please allow some time for tracking information to update after your order has been handed to the carrier. In some cases, items from the same order may arrive in separate packages.
International Orders
International shipments may experience additional delays due to customs processing or local carriers. Depending on your destination, customs duties, taxes, VAT, or import fees may apply.
Lost, Delayed, or Incorrect Orders
If your order has passed its estimated delivery window, appears to be lost, or you entered an incorrect shipping address, please contact us as soon as possible. We’ll review the available order and tracking information and help determine the appropriate next step. Address changes cannot be guaranteed once an order has entered processing or fulfillment.
Damaged or Incorrect Items
Please inspect your order when it arrives. If an item arrives damaged, defective, or incorrect, contact us as soon as reasonably possible with your order number, a description of the issue, and photos of the item and packaging when applicable. We’ll review the issue and work with you on an appropriate resolution.
30-Day Money-Back Guarantee
We want you to feel confident shopping with Hearth & Oak. You have 30 days from the date your order is delivered to request an eligible return. Please contact us before sending an item back so we can provide the correct return instructions and return destination.
Return Shipping
For ordinary returns under our 30-Day Money-Back Guarantee, customers are responsible for return shipping costs. We recommend using a trackable shipping method when sending your return.
If your item arrived damaged, defective, incorrect, or the return resulted from an error by Hearth & Oak, please contact us before returning the item so we can review the situation.
Return Requirements
Eligible returns should be requested within 30 days of delivery and returned in the same condition in which they were received, subject to reasonable inspection. Original packaging, accessories, components, and other included materials should be returned when reasonably possible. Please do not send merchandise back before receiving return instructions from Hearth & Oak.
Refunds
Once your eligible return is received and inspected, we’ll notify you regarding the approval of your refund. If approved, your refund will be issued to your original payment method. Your bank or payment provider may require additional time for the refund to appear in your account.
Original shipping charges and customer-paid return shipping costs are generally non-refundable unless required by applicable law or the return resulted from an error by Hearth & Oak.
Exchanges
If you would like a different item or variation, please contact us to see what options are available. If a direct exchange is unavailable, you may need to return the original item and place a new order.
Need Help?
If you have questions about shipping, tracking, delivery, returns, or refunds, please contact Hearth & Oak through our Contact page. We’ll be happy to help with the next steps.