FAQs
FREQUENTLY ASKED QUESTIONS
Where is Hearth & Hammer headquarters?
We’re nestled in the small town of Batavia, Illinois located about 40 miles west of downtown Chicago.
What method of shipping is used for orders?
Orders are shipped via USPS. We will provide you with a tracking number upon shipment. Orders will be shipped from Batavia, Illinois. Hearth & Hammer is not responsible for lost or stolen packages once delivered—please take adequate precautions to make sure your orders are delivered to you safely.
Do you ship internationally?
* We have temporarily paused international shipping due to shipping delays and an increase in pricing due to changes during the pandemic.*
Yes, we do! International shipping costs are calculated by weight of package / delivery destination and includes postage costs alone. The customer is responsible for paying any and all customs duties and fees. Please note that most international packages will be sent via First Class International, which, while affordable, does not include tracking or delivery confirmation. Shipping times will vary depending on location, time of year and local postal service. On average, packages should arrive in 1-3 weeks.
How long do orders usually take?
Once we receive your order you can expect us to send it out within 3-5 business days. Shipping is typically 2-3 business days for Priority or up to 7 business days for First Class.
What are your return policies?
We do not offer returns or refunds. Please email us at info@hearthandhammer with any questions.
What if my item is broken?
We will replace or refund any broken or damaged items. Please send us an email at info@hearhandhammer.co
Do you offer wholesale pricing?
Absolutely! Simply reach out to us through our wholesale form and we will send our catalogue your way. Or you can find us on Faire.
What is soy wax and why do you use it?
Because it's awesome...
No, but really, the wax we use is made with 100% natural, USA grown soy beans. It burns cleaner and longer than alternative waxes like paraffin.
Why did my candle discolor or turn yellow?
In an effort to keep our products as pure and natural as possible we do not add any UV stabilizers or other additives to our candles. As a result over time soy wax may discolor or fade. Therefore, we recommend that you keep H&H candles away from direct sunlight or strong fluorescent lighting to avoid discoloration.
Why did the label on my Catalogue Collection tumbler or tin turn black?
For our Catalogue Collection we print on BPA-free thermal labels, so the writing on the labels are actually printed via heat and not ink (pretty neat!) What this means is that the labels are heat-sensitive so occasionally the labels will discolor or turn black, which is a visual marker that soon it is time to clean out and recycle or reuse your vessel.
What kind of fragrance oils do you use?
We use a high-quality blend of fragrance and essential oils sourced from U.S. based companies, but if we gave you all our secrets we would, well you know…
What if something is wrong with my order?
Please reach out to us at info@hearthandhammer.co
