Shipping & Delivery FAQ

What should I do when my freight delivery arrives?

Give it five minutes of attention, and you're fully covered. Inspect the shipment before the driver leaves and photograph the packaging before opening anything — even if it looks perfect (those photos are your proof if concealed damage turns up inside). When you sign the delivery receipt, write "upon final inspection" next to your signature — never sign clean, whatever the condition; a clean signature can let the carrier off the hook even inside the window. If you can see damage, refuse the shipment — refusing starts the freight claim automatically. Minor packaging scuffs with the product likely fine? Accept it, note every mark on the receipt, and still sign "upon final inspection." (Signing on the driver's electronic pad? Ask for an exception number when noting damage.) Then unbox and inspect your piece within 48 hours of delivery, even if installation is scheduled for later. If anything looks off — or is missing, or isn't what you ordered — email support@hearthcourt.com right away with your order number and photos; every unit is photographed by our distribution partners before it ships, so damage reported within 48 hours is straightforward for us to resolve and we'll make it right. One honest caution: freight carriers won't accept claims after 48 hours, and the clock starts at delivery — not installation — so please don't leave a unit unopened in the garage until your contractor arrives. Inspect first; install whenever you're ready.

Can I return my order?

Within 60 days of delivery, yes — with a little planning. Write to support@hearthcourt.com first for return authorization (returns need our okay before anything ships back), keep the original packaging, and send the piece back in new, resellable condition; a 20% restocking fee applies. Once a unit has been installed or burned, it can no longer be returned — from that point, any defect is handled through the manufacturer's warranty process, and we coordinate that with you from start to finish. And if your piece arrived damaged, that's not a return at all: report it within 48 hours of delivery and we'll resolve it as a shipping claim, at no cost to you.