Shipping policy
Free Shipping on All Orders
Hearth Court offers free standard shipping on all orders within the contiguous United States. There are no hidden freight surcharges at checkout.
Where We Ship
We currently ship within the contiguous United States only. At this time we do not ship internationally or to Alaska, Hawaii, U.S. territories, P.O. boxes, or APO/FPO addresses. Contact us for a custom quote to these regions.
Processing Time
Orders are processed within 1-3 business days. Because our products ship directly from authorized manufacturers and distributors, handling times vary by brand and model. Made-to-order or backordered items will have an estimated lead time noted on the product page or confirmed after purchase.
Delivery Time & Freight
Most in-stock items deliver within 5-10 business days after processing. Larger fireplaces ship via freight (LTL) carrier, and the carrier will contact you to schedule a delivery appointment. Freight shipments are curbside delivery; please plan for assistance moving heavy items indoors.
Freight Delivery & Your 48-Hour Inspection Window
Most Hearth Court pieces — fireplaces, inserts, and larger hearth appliances — travel by freight carrier rather than parcel post. Freight delivery is a little different from an everyday package, and a few minutes of attention on delivery day protect you completely. Here's how it works, and how we've got you covered.
Before your delivery arrives
The freight carrier will contact you to schedule a delivery window, so you'll never be caught off guard. Every unit we ship is photographed by our distribution partners before it leaves the warehouse — we know exactly what condition your order was in when it began its journey to your home.
On delivery day: your five-minute inspection
This is the single most important thing you'll do as a Hearth Court customer, and it takes about five minutes:
- Inspect the shipment before the driver leaves. Walk around the pallet or crate. Look for punctures, crushed corners, forklift marks, tears, water staining, or a shifted load.
- Photograph the packaging before you open anything — even if it looks flawless. A few quick photos from each side. If everything is perfect, these photos still matter: they're your proof if concealed damage turns up when you unbox. If something is wrong, they do the heavy lifting for you.
- Never sign the delivery receipt clean. Whatever the condition of your shipment, write "upon final inspection" next to your signature on the delivery receipt (also called the bill of lading, or BOL). This one phrase keeps your protection intact — a clean, unqualified signature can allow the carrier to deny responsibility even inside the 48-hour window. If the driver hands you an electronic signature device instead of paper, note the damage there and ask the driver for an exception number — jot it down and include it when you write to us.
- If you can see damage, refuse the shipment. Don't feel awkward about it — refusing a visibly damaged delivery is the right call, and it automatically starts the freight claim. Note "refused — damaged" on the receipt, photograph everything, and contact us immediately. We'll take it from there.
- Minor dings to the packaging, but the product inside is likely fine? You're welcome to accept the delivery — just note every mark on the BOL, sign "upon final inspection," and photograph the packaging before opening.
- Open and inspect the product itself within 48 hours — even if your installation is weeks away, and even if the packaging looked perfect. Concealed damage is exactly why steps 2 and 3 matter: your photos of the intact packaging plus your qualified signature keep you fully covered.
- Anything missing, or not what you ordered? The same 48-hour window applies. Note it on the delivery receipt if you catch it at the door, and email us within 48 hours either way.
The 48-hour window — please read this part carefully
Any shipping damage — visible or concealed — and any missing or incorrect items must be reported to us within 48 hours of delivery. Email support@hearthcourt.com with your order number and photos of the packaging and the damage, and we'll handle everything from there — the carrier claim, the resolution, and a replacement or repair. Because our distribution partners photograph every unit before it ships, damage reported within the window is straightforward to resolve, and we will make it right.
We do have to be direct about the other side of this: the 48-hour clock starts at delivery, not at installation. Freight carriers will not accept damage claims outside that window — no exceptions, and that's their rule, not ours. If a unit waits in a garage for a few weeks until your installer arrives and damage is discovered then, there is no longer any path to a claim, and we won't be able to cover it. Please don't let that happen to you: inspect within 48 hours, even when installation is far off. Five minutes on delivery day — sign "upon final inspection," photograph, unbox within 48 hours — is all it takes for us to have you fully covered.
Returns at a glance
Delivery inspection and returns are two different doors, and it helps to know which one you're walking through. A piece that arrives damaged and is reported within 48 hours is a shipping claim — we handle it, at no cost to you, no return required. For everything else: returns require prior authorization from our team (write to support@hearthcourt.com before shipping anything back), are accepted within 60 days of delivery, and must be in the original packaging, in new and resellable condition; a 20% restocking fee applies. Once a unit has been installed or burned, it can no longer be returned — from that point forward, any defect is handled through the manufacturer's warranty process, and we'll coordinate that with you every step of the way.
Questions before delivery day?
We're happy to walk you through exactly what to expect with your specific piece. Write to us anytime at support@hearthcourt.com — we'd rather answer a question twice than have you feel unsure once.
Tracking
You will receive tracking information by email once your order ships. If you have not received tracking within 5 business days, email support@hearthcourt.com.
Questions?
Email support@hearthcourt.com — we are glad to help.