Shipping & Returns

1. Where we ship

We currently ship within the United States only, including Alaska, Hawaii and US territories where the carrier permits. We do not ship internationally at this time. We deliver to residential and business street addresses; some carriers cannot deliver to PO boxes, so please provide a street address where possible.

2. Shipping rates

Transit estimates are carrier estimates, not guarantees, and begin after dispatch. Business days exclude weekends and US federal holidays. If you need an item by a specific date, email us before ordering and we will tell you honestly whether we can meet it.

3. Processing and dispatch

Because this site takes order requests, the sequence is:

1. You submit a request. You receive a reference number immediately.
2. We confirm by email within one business day, with stock, shipping and applicable tax.
3. You approve and pay using the secure link in that email.
4. We dispatch within two business days of payment confirmation and send tracking.

Nothing is charged before you approve the emailed total. If an item is out of stock we will offer a substitute, a later dispatch date, or a cancellation with no charge.

4. Tracking and delivery issues

A tracking number is emailed when your parcel leaves our warehouse. Allow up to 24 hours for the carrier's system to show movement.

• Tracking has not updated for five business days: email us and we will open a carrier trace.
• Marked delivered but not received: check with neighbours and your building manager, then contact us within 7 days so we can investigate while carrier records are available.
• Address entered incorrectly: tell us as soon as possible. We can amend an address before dispatch; after dispatch, a carrier redirection fee may apply and we will confirm it with you first.

5. Damaged, defective or incorrect items

Please inspect your delivery when it arrives. If an item is damaged in transit, defective, or not what you ordered, contact us within 7 days of delivery at hearthandwhisk.store@gmail.com with your order reference and photographs of the item and packaging.

In these cases we cover all costs. We will send a replacement or issue a full refund including the original shipping charge, and provide a prepaid return label if we need the item back. You are not asked to pay return shipping for our error or for a transit fault.

6. Standard 30-day returns

You may return an item within 30 days of delivery for a refund of the item price if it is unused, in its original condition, and in its original packaging with all parts and inserts.

6.1 How to start a return

1. Email hearthandwhisk.store@gmail.com with the subject "Return request", your order reference and the items you wish to return.
2. We reply within one business day with a return authorization and the return address.
3. Pack the items securely, include the authorization reference, and send them using a tracked service.
4. We inspect the return and issue the refund within five business days of receiving it.

6.2 Who pays return shipping

For a change-of-mind return, the customer pays return shipping and the original shipping charge is not refunded. Where the return results from our error, a defect or transit damage, we pay. We recommend a tracked service, because we cannot refund a parcel that does not reach us.

6.3 Items we cannot accept

• Items showing signs of use, food contact residue, scratches or missing parts, unless the return is for a defect.
• Items without original packaging, or packaging damaged beyond what is needed to inspect the product.
• Items returned after the 30-day window, unless the claim falls under the warranty.
• Items modified, repaired or damaged by misuse, including heat damage above the stated rating.

7. Refunds

Approved refunds are issued to the original payment method. Once we process a refund, your bank or card issuer typically posts it within five to ten business days; that timing is outside our control. You receive an email when the refund is issued.

If a return arrives in a condition that does not meet section 6, we will contact you with photographs before making any deduction, and we will offer to send the item back to you at your cost instead of applying a partial refund.

8. Warranty claims after 30 days

Outside the return window, every item is still covered by a 12-month limited warranty against manufacturing defects. Email your order reference, a description and a photograph. If the fault is covered we will repair, replace or refund at our option and cover the shipping. Normal wear, blade dulling and misuse are excluded. Full wording is in the Terms of Service.

9. Cancellations

An order request can be cancelled at any time before payment at no cost. After payment, contact us as soon as possible: if the parcel has not been dispatched we cancel and refund in full, including shipping. If it has already left our warehouse, the standard return process applies.

10. Warehouse pickup

Local pickup is available free by appointment from our Fort Collins address. Email us with your order reference and a preferred time during support hours, and we will confirm when the order is ready. Please wait for that confirmation before travelling.

4187 Kestrel Hollow Lane, Suite 210
Fort Collins, CO 80525, United States
Monday to Friday, 9:00 AM – 5:00 PM Mountain Time

11. Contact us about an order

Hearth & Whisk Kitchen Supply — Orders & Returns
Email: hearthandwhisk.store@gmail.com
Phone: +1 (970) 555-0148
Hours: Monday to Friday, 9:00 AM – 5:00 PM Mountain Time

Please include your order reference in any message about a delivery, return or warranty claim so we can find your record quickly. We answer within one business day.