Here’s a simple guide to help you know who to contact for the fastest resolution:
Contact the Shipping Carrier (e.g., UPS, FedEx, USPS) for:
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Tracking Updates & Delays: If your tracking number shows no movement or the estimated delivery date has passed, the carrier will have the most up-to-date information.
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"Delivered" but Not Received: If your package is marked as delivered but you haven’t received it, the carrier can help you locate it or begin an investigation.
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Redirecting a Shipped Package: If your order is already in transit with an incorrect address, the carrier may be able to hold it at a local facility for you to pick up.
Contact Hearth Customer Care for:
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Order Changes Before Shipment: If you need to modify or cancel your order before it has been processed.
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Incorrect or Missing Items: If you received the wrong product or an item is missing from your order, let us know so we can make it right.
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Damaged or Defective Products: If an item is damaged inside the package, please contact us for assistance with a replacement or refund.
If you're ever unsure about who to contact, feel free to reach out to us by clicking here, and we'll be happy to point you in the right direction.