Shipping & Delivery
All shipments, unless specifically denoted, are curb-side shipments. In home delivery is neither implied nor offered without additional charge, and is not necessarily available even if the customer is willing to pay more for it.
Southern Hearth does not charge shipping on items with a free shipping icon next to them on our website.
We use UPS & FedEx for smaller items, and larger items go freight. We reserve the right to choose which freightway carries your shipment. We do not, however, control the shipping companies (freight, UPS or FedEx). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day, and we can only approximate delivery times. Bascially we only know what they tell us from that point on. We wish we had more direct control over shipments, but that is not how shipping companies work.
If, upon inspection of a shipment, the product itself is visibly damaged, Call us while the driver is still there! Please open the package upon reciept, before the driver leaves if possible, and inspect for damages. If you discover damage upon opening the box, call us right away! This way, we have proof that the item was damaged by the shipping company and not by the customer. Doing these things will expidite receipt of a replacement product on your end, and reimbursment from the shipping company on our end. If you live in a large metropolitan area, difficulty in shipping may increase shipping prices. We will notify you before any additional charges are made if this is the case. If you do not inspect your shipment for damages right away, we cannot be held responsible for the damages later.
Our in-stock orders will probably take about 7-14 business days to reach a customer. Any custom orders will take approximately 4-6 weeks. We ship to continental U.S. locations only. a minimum charge of $75 will be applied to any freight shipment requiring a lift gate.
Privacy & Security
Collection of the information you provide will help us enhance our performance and improve informational materials and overall customer service. We will not disclose, give, sell or transfer any information that we collect. Your privacy is very important to us. We will gladly remove you from our contact list upon your request.
Returns & Replacements
An item can be returned, if it has not been used, for a standard 20% re-stocking fee and must be returned within 14 days of the sale date. An item is considered not used as long as it has not been removed from its original packaging. On returns, the customer will incur all shipping charges to return the item. If an item shipped to the customer with free shipping is returned for a refund the customer will be responsible for the original shipping charges that we paid to ship the product to the customer. Defective merchandise can be returned for replacement at no charge to you including freight. If your order arrives in a damaged state, refuse the item and have it returned to us. Any warranty parts will be billable until the defective part is returned. Please call us immediately for a replacement and inform us of the issue. You are our valued customers. We want you to be satisfied with your purchases and want you to shop with us again. However, there is a need to state a clear policy up front to avoid misunderstandings. A 5% fee will be charged for ANY return regardless of reason after we have charged a credit card, even if the item hasn't shipped yet. Sorry, but the bank charges us for both sales and return transactions, if it seems a little nuts, I agree, but we both have to blame the banks.
Special orders may not be canceled or returned. These items are ordered specially for you. We will do our best to advise you of the waiting time for the item. Please allow extra time for manufacturer delays.
On-line orders shipped via a third party to outside the State of Tennessee are tax-free. The tax is on the total cost of the order not including shipping. Total cost includes the price times the number of products. If you are using a tax exempt certificate you must call us as we are unable to handle this process on line at this time.
Pricing and Product Information
Southern Hearth reserves the right to change item pricing or information at any time. As a result, prices on our website may not be accurate. If an item is ordered off of the internet before we have updated our prices, the purchaser will be notified and given the option to cancel or pay the difference. If the price of an item is lowered after a purchase is made, Southern Hearth will not refund the difference to the customer.
If you have not found your product on line there is a good chance that we can get it for you. Just phone or email us to see if we have what you are looking for. This will help us expand the on-line database but most importantly help us serve you directly.