Home Payments & Checkout

Payments & Checkout

Find answers to payment and checkout questions, including accepted payment methods, security, billing issues, and error messages.
8 articles

I'm having issues at checkout. What can I do?

We're sorry to hear you're having trouble. We understand that website issues can be frustrating, and we are committed to providing a seamless experience. Here are a few common troubleshooting steps that often resolve checkout issues: - Use Google Chrome: Our website is optimized for the Google Chrome browser, which generally provides the most stable performance. If you are using another browser, switching to Chrome may resolve the issue. - Try Incognito Mode: If you are already using Chrome, opening a "New Incognito Tab" in Chrome can often resolve technical glitches by resetting your browser session. - Check Your Internet Connection: Ensure you have a stable internet connection while completing your purchase. If the issue persists after trying these steps, please contact our Customer Care Team and provide details like the page you were on and a screenshot of the issue. This will help our team assist you and provide a timely resolution.

Last updated on Nov 26, 2025

I'm getting a payment error at checkout. What should I do?

If you experience an error while trying to complete your purchase, please follow these steps: 1. Verify Your Payment Details: Carefully check that your card number, expiration date, CVV, and billing address are entered correctly and match the information on file with your payment provider. 2. Try Another Payment Method: If possible, try using a different card or checking out with PayPal, as it often has fewer payment decline issues. 3. Contact Your Bank or Payment Provider: Sometimes, a bank may block or decline a transaction for security reasons. Contacting them to pre-approve the charge can often resolve the issue. Rest assured that we use a global payment processor to securely process your payment, and all of your details are encrypted for your protection.

Last updated on Nov 26, 2025

Why am I getting an "order can't be shipped to the address" error at checkout?

We strive to make your shopping experience a seamless one. If you see this error message, it is typically due to a technical issue, often related to auto-filled information from payment platforms like Apple Pay or Shop Pay. Please try these steps: 1. During checkout, click the "Change" link next to your shipping address. 2. Manually verify that all fields are correct, especially the State/County/Province field, which can sometimes be left blank. 3. Ensure your phone number is formatted correctly with the proper country code and extension. 4. Save your changes and try to complete the checkout again. If these steps do not resolve your issue, please don't hesitate to contact our Customer Care Team for assistance. Please note that we only ship within the United States at this time. However, we are constantly working to improve our services and will announce international shipping when it is available in the future.

Last updated on Nov 26, 2025

What should I do if a coupon code gives an error message?

We’re fully committed to making your shopping experience as smooth as possible, and we understand your frustration if a coupon code doesn't work unexpectedly. If your coupon code isn't working, please check the following: - Code Validity: Ensure the code has not expired and has been entered correctly. - One-Time Use: Some codes can only be used once per customer. Please ensure that the coupon has not been used in a previous purchase. - Product Eligibility: The coupon may only apply to specific products or purchase types. Some coupons are valid only for one-time purchases and cannot be combined with our "Subscribe & Save" option. - Email Entry: Make sure you've entered your email address on the checkout page before applying the code. If you've checked these and the code still isn't working, please contact us with the coupon code you're trying to use and a screenshot of the error message. Our Customer Care Team is ready to help resolve any issues so that you receive the discounts or benefits you’re entitled to.

Last updated on Nov 26, 2025

Is your website secure for online payments?

Absolutely. Your privacy and security are of paramount importance to us. Our website uses advanced 256-bit SSL encryption and industry-leading security protocols to protect your personal and payment information during every transaction. This level of encryption is the same used by major banks and financial institutions to keep sensitive information secure. We partner with trusted global payment platforms to ensure your data is safeguarded with the highest level of security. You can shop confidently at Hearth, knowing your personal information is safeguarded at every step.

Last updated on Nov 26, 2025

Understanding Your Transaction Details

Payment Methods At Hearth, we understand the importance of security and convenience when it comes to processing your payments. Here is a guide to understanding how transactions are processed and how they may appear on your bank statement. To ensure your information is always safe, we partner with the most trusted global payment processors (PayPal and Stripe) to handle your transactions. We accept major credit cards (Visa, MasterCard, American Express), PayPal, Shop Pay, Apple Pay, and Google Pay. This allows you to choose your preferred payment method with confidence, knowing that each transaction is secure, fast and seamless. Transaction Details When reviewing your statement or payment notification, you may notice that the transaction is listed as coming from Hearth or our trusted distribution partner, Greene Innovations Pte Ltd. Greene Innovations is our global product development and distribution partner based in Singapore. We partner with them to help manage our global operations and logistics, enabling us to operate more efficiently and pass on additional savings to you. As part of this collaboration, all payments for Hearth products are securely processed through Greene Innovations’ platform. While our operations are global, all Hearth products are manufactured in the United States in an FDA registered and cGMP (current Good Manufacturing Practices) certified facility. Your order is fulfilled directly from our US-based fulfillment centers to ensure the safety and speed you expect. Commitment to Security Our website uses advanced 256-bit SSL encryption (the same level of security used by major financial institutions) to protect your personal data during every transaction. By working with reputable payment providers and trusted partners, we ensure that your transactions are secure and that you have multiple seamless options to suit your payment preferences. If you have any questions about your transaction or need any assistance, please don't hesitate to contact our Customer Care Team.

Last updated on Dec 05, 2025

Why do I see a duplicate charge on my statement?

If you see what appears to be a duplicate charge, it is most likely a temporary authorization hold placed by your bank or credit card company, not an actual charge from Hearth. This is a standard practice to verify funds and typically disappears from your statement within a few business days. We only receive one payment per order. If the pending charge remains for an extended period, we recommend contacting your financial institution directly for clarification.

Last updated on Dec 05, 2025

What currency are your prices in?

All prices on our website are listed in United States Dollars (USD).

Last updated on Dec 05, 2025