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, and we'll be happy to point you in the right direction.