Shipping policy


 


Shipping Policy


Last Updated: [August 10, 2025]


This Shipping Policy applies to all orders placed through Hearthstone Supply LLC (“we,” “us,” “our”) via our Shopify store. By placing an order, you agree to the terms and conditions outlined below.


1. Order Processing Times


  • Orders are processed Monday through Friday, excluding U.S. federal holidays.
  • Standard processing time is 1–3 business days from the date of order confirmation.
  • During peak seasons, sales events, or unforeseen circumstances (e.g., supply chain delays, natural disasters, carrier strikes), processing may take up to 7 business days.
  • Custom or made-to-order items may require additional production time, which will be noted in the product description.
  • shipping time can take between 3-15 days


2. Shipping Methods & Estimated Delivery Times


We offer multiple shipping options through reputable carriers such as USPS, UPS, and FedEx. Estimated delivery times are calculated from the date of shipment, not the date of order.


3. Shipping Rates


  • Shipping rates are calculated at checkout based on order weight, dimensions, and destination.
  • Occasionally, promotional free shipping offers may apply. These will be subject to specific conditions (e.g., minimum order value, U.S. addresses only).
  • Additional surcharges may apply for oversized or heavy items.


4. Address Accuracy & Delivery Issues


  • Customers are responsible for providing complete and accurate shipping information at the time of order.
  • We are not liable for delays, lost packages, or additional costs resulting from incorrect or incomplete addresses.
  • If a package is returned to us due to incorrect address information, the customer will be responsible for paying re-shipment fees.


5. Tracking Information


  • Tracking numbers are provided via email once the order has shipped.
  • Tracking updates may take up to 24–48 hours to appear in the carrier’s system.


6. Lost, Damaged, or Stolen Packages


  • All shipments include limited carrier insurance for loss or damage.
  • If your package is marked as “Delivered” but not received, you must:
    1. Verify the shipping address provided.
    2. Check with neighbors or your building management.
    3. Contact the carrier directly to initiate an investigation.
  • We are not responsible for stolen packages after confirmed delivery but may assist in filing a carrier claim at our discretion.


7. International Shipping & Customs


  • International orders may be subject to customs duties, import taxes, and fees levied by the destination country.
  • These charges are not included in our shipping rates and are the sole responsibility of the recipient.
  • Customs clearance procedures may cause delivery delays beyond our control.


8. Split Shipments


  • To expedite delivery, items in your order may be shipped separately from multiple warehouses.
  • Separate tracking numbers will be provided for each shipment.


9. Pre-Orders & Backorders


  • Pre-order and backordered items will ship once stock becomes available.
  • Estimated ship dates are provided as a guideline and are subject to change based on supplier availability and transit delays.


10. Delivery Refusals


  • If a shipment is refused upon delivery, the customer is responsible for the original shipping cost, return shipping fees, and any applicable restocking fees.


11. Contact Information


For questions about shipping, please contact us:


📧 cshearthstone.supply@gmail.com


Hearthstone Supply LLC