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STORE POLICIES

 

Customer Care


If you aren't 100% satisfied with your order, please contact us so we can make it right! We want everyone who purchases our product to love what they try. Please check out our return policy for more information.

Skin Reactions

Some of our customers have sensitive skin. We do all we can to ensure our formulations are gentle and effective. If you find that your skin reacts to one of our products, please stop using it right away, and contact a health professional you trust. Reach out to us and let us know what happened, so we can be sure to update our recommendations for customers like you! We unfortunately do not allow returns or exchanges for these cases, but only for damaged or defective products.

 

Shipping in the Summer

Some of our products are subject to melting at temperatures above 85 degrees, like magnesium butters and whipped body scrubs (and tallow balms above 100 degrees), because they do not contain stabilizers. We know that you love to have clean, toxin-free products that don't include these ingredients, but this does mean we have to accept that there will be certain factors that we cannot control. We do our absolute best to ship items securely, in heat-resistant packaging, but sometimes if a box sits in a hot mail truck or mail box in the sun for too long, the product inside may still melt. We cannot accept returns or exchanges on these items. Take the forecast/your region into account when ordering from us online.

If your product has melted, it is NOT ruined! Our products do not go bad if they melt, and are not considered to be defective or damaged. The only thing that has happened is that the air has fallen out of the suspension, and in a scrub the sugar will fall to the bottom of the container. We recommend placing the jar in the fridge for a couple of hours, and then re-whipping with a hand mixer to add back air into the product, to make it light and airy again. In the case of a tallow balm melting, re-melt the tallow over low heat in a double boiler, refrigerate until semi-firm, and then re-whip. Please contact us if you have any questions or concerns about products that have melted in the mail.

Other Shipping Issues

If there is a problem with the shipping address you have provided us, or the item is returned to us due to an undeliverable address/wrong address, we cannot re-ship the item for free. You will have to pay for a new shipping label and wait 1-4 business days of processing time for us to get the order shipped out again.

We send you a tracking number by email when your order ships. Keep an eye on that information, and be sure to contact USPS directly if there is an issue with your delivery and open a case with them for lost/missing packages (we cannot do this for you). Sometimes it can take up to 48 hours to see updates on a package's tracking, so keep that in mind! If you want to receive your packages faster, definitely consider using our Expedited Shipping service!

Wholesale Inquiries

If you are interested in purchasing our products in bulk, please send us an email at lily@hearthandhomesteadstore.com or fill out our contact page. We will be in touch soon!

Payment Methods

Currently we accept all major credit/debit cards, Apple Pay, and PayPal.

Coupon Codes/Promo Codes

Coupon codes are one use per customer. Hearth and Homestead reserves the right to expire coupons as necessary, and reserves the right to refuse a coupon. As a general rule, each code will expire either at the end of the month (for VIP customer coupons received via email) or the end of the current year (for coupons received in the mail). To be eligible for our free shipping, the order amount must exceed $100 after applying a coupon code. This means that if you make an order for $101, and your coupon code reduces the order price to $95, you will be charged $9.99 for shipping. 

Shipping Methods/Speed

We offer a rate of $4.99 on orders under $16, and $9.99 shipping on orders between $16-$100. If your purchase is over $100 (after applying promo/coupon codes), you will receive free shipping. We also offer an expedited shipping option for an additional charge. Expedited orders will be prioritized so that they ship first (will go out within 1-2 business days) and arrive faster (arriving to you by 5 business days after ordering). We will ship USPS First Class or Priority or UPS Ground, depending on the size/weight of the order. It is our policy to ship every order within 1-4 business days of purchase. Expect an email detailing your tracking info once your order ships from us!

Privacy & Safety

WHAT INFORMATION WE COLLECT

We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.

When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.

WHY DO WE COLLECT INFORMATION?

We collect such Non-personal and Personal Information for the following purposes:

  1. To provide and operate services;

  2. To provide our Users with ongoing customer assistance and technical support;

  3. To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;

  4. To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services; 

  5. To comply with any applicable laws and regulations 

HOW DO WE SHARE, USE, AND DISCLOSE YOUR INFORMATION?

Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.  

 

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

HOW DO WE COMMUNICATE WITH YOU?

We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.

HOW CAN YOU WITHDRAW YOUR CONSENT FOR TRACKING/COOKIES?

If you don’t want us to process your data anymore, please contact us at lily@hearthandhomesteadstore.com or send us mail to: Hearth and Homestead LLC 15981 Rockford School Rd., Hurt, VA 24563 USA.

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