Who should I contact for order issues: the shipping carrier or Hearth?
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:
- 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.
- "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.
- 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:
- Order Changes Before Shipment: If you need to modify or cancel your order before it has been processed.
- 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.
- 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.