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Address:
Hart's Hearth
Inc.
Uplink Companies
2523 Middle
Rd.
Trenton,
NC 28585
Phone:
252-448-0055
Toll Free:
800-924-0850
Fax:
252-448-1380
Office
Hours:
9AM
to 6PM Mon. - Wed.
9AM to 5PM
Thurs. & Fri.
Closed:
Sat. & Sun.
Most all orders placed Monday thru Friday by 1:30 pm Eastern will be shipped same day.
Tech Support, Customer Service, and Order Takers will be available during office hours above.
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Hart's Hearth Policies
Page Updated; 01/07/08
Policies in effect since; 12/17/03
Tech Support
Policies
5 Day Delivery Guarantee
60 Day Money-Back Guarantee
Returns
Defective or Damaged Merchandise
Privacy
Check Orders
5 Day Delivery
Guarantee:
We
mainly use UPS to ship our product and most orders are delivered
in about 3 business days, but
we guarantee you will receive your product within 5 business
days of placing your order*. The
5 days begin the day you place your order online or by telephone
using a credit card if you order before 1 PM eastern time. Orders
after 1 PM eastern time will begin the 5 Day Guarantee the next
business day. If we fail to deliver your product within 5 Business
Days, shipping will be free for that product*. Your credit
card will be credited for the amount you paid for shipping. We
determine when your product was delivered by UPS records of tracking.
If you do not receive your order in 6 business days, immediately contact us so we can find out why!
* Exclusions
from 5 Day Delivery Guarantee: Special
orders, product shipped via freight line, orders shipped to Alaska,
Hawaii, and international, adverse weather conditions, mail orders, check orders,
UPS strikes, out-of-stock and backordered product as stated on
site, and orders placed between December 15th through January
5th are all excluded from the 5-day guarantee.
60 Day Money
Back Guarantee:
If you do not care for the product you ordered and received from
us, you may return it for a refund. You
must first contact us for a Return Authorization Number
(RMA) before you attempt to return anything. You
may also log into your account and request an RMA. The 60 days
starts the day the product was shipped and ends 11:59 PM on the
60th day. Refunds are as followed: 100% of purchase price for
products returned 1-30 days after we ship, 75% of purchase price
for products returned 31-60 days after we ship (read "Returns"
policy below). No returns will be accepted and no refunds
given after 60 days. Shipping charges are not refundable. After
60 days the manufacturers warranty, if any, applies.
Guarantee
Exclusions: All chimney pipe, stovepipe, reline pipe and components (components
include but are not limited to; anything that is used for the
application and/or installation of any pipe including insulation),
HomeSaver replacement fireplace screens, Top Hats, and special orders are
non-returnable.
Returns must be in original packaging and in perfect
condition for resale in order to receive the above refund
rates. Do not write on boxes that are sent back, use only
labels and do not overtape boxes. Please read the "Guarantee
Exclusions" above to find out what product is not returnable.
Products which are not in perfect shape (including, but not
limited to, stains and/or animal fur on rugs, used chimney
and dryer vent brushes and rods, consumer damaged products,
etc.) will be refunded at the salvage rate of 25% of purchase
price. Goods are to be returned, freight prepaid, along with
a copy of your invoice and explanation for return.
Anything returned without
a Return Authorization
Number will be refused!
Defective
or Damaged Merchandise:
UPS and USPS;
In the very rare occurrence of your product arriving damaged,
defective, or missing parts, you must contact us immediately
via email at support@hartshearth.com or via phone at 1-800-924-0850
so we can remedy the problem right away. You will have 5 days
from the date your product was delivered to contact us and inform
us of any damaged or defective merchandise. After 5 days, you
forfeit your right to claim damaged and/or defective merchandise.
Check
your product(s) thoroughly as soon as you receive them! We
want you to be pleased with our products and service. We will
make any corrections quickly, but we need your immediate inspection
and attention.
Freight Truck Deliveries;
You MUST inspect the complete shipment for damage before signing for it. If you sign for a freight delivery and discover damage after you sign, you WILL NOT be able to make claim or recover for the damaged product. Please, please, PLEASE inspect thourghly the whole shipment and refuse or make note of any damage product has BEFORE signing. If you sign for the shipment, it is yours and we cannot help with any damaged product. Our hands are tied if you sign that the product was received in good shape and it ends up that is was damaged.
Customers that have product with missing parts have 10 days in
which to contact us.
Privacy:
We
vow never to give, sell, or rent any information given by a customer
to any third party. Your information is held under the strictest
confidence with security measures in place. We do not send mailings,
except requested catalogs, nor do we send e-mail advertisements.
If you opt-in during check-out to receive email updates, you may,
from time to time, receive a promotional email, but it would be
less than once a month.
Check Orders:
Due
to some people passing bad checks to us, we must wait 10 days
for all checks to clear before shipping product. This includes
online-checks, check drafts, and checks sent through the mail.
Money Order sales will be shipped the day the Money Order is cashed.
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