FAQ

Need a little help before—or after—you order? You’re in the right place. If you don’t find your answer below, email us at customerservice@hearthwest.co.

Ordering

Are HearthWest products made to order?

Yes. Most HearthWest products are made especially for you after your order is placed. Making items to order helps us offer more designs while avoiding unnecessary inventory and waste.

Can I change or cancel my order?

Contact us at customerservice@hearthwest.co as soon as possible. Because orders may enter production quickly, we cannot guarantee that changes or cancellations can be made after an order has been submitted.

Please double-check your size, color, shipping address, and other order details before completing checkout.

I entered the wrong shipping address. What should I do?

Email customerservice@hearthwest.co immediately with your order number and the correct address. We’ll do our best to update it before your order enters production or ships, but changes cannot be guaranteed.

Once an order has shipped, HearthWest cannot redirect it or replace an order delivered to the address provided at checkout.

Sizing and Products

How do I choose the right size?

Sizing may vary slightly between products, so review the product details and any available sizing information before ordering. If you prefer a more relaxed or oversized fit, you may want to size up.

Because our products are made to order, we cannot offer refunds or exchanges when the wrong size is selected.

Will the colors look exactly like they do on my screen?

We do our best to represent every design and product accurately. However, colors may vary slightly depending on your screen settings, garment color, printing method, and the natural characteristics of the fabric.

Why does my item look slightly different from the mockup?

Product photos and mockups are intended to show the design and approximate placement. Small differences in color, scale, or placement can occur during production and are not normally considered defects.

Shipping

Where does HearthWest ship?

HearthWest currently ships within the United States. International shipping is not available at this time.

How much is shipping?

Shipping is free on U.S. orders of $75 or more.

Orders under $75 ship for a flat $4.99.

How long will my order take?

Because our products are made to order, processing typically takes 3–5 business days before shipment.

After your order ships, delivery generally takes another 4–8 business days, depending on your location and the carrier. Holidays, launches, severe weather, and carrier delays may affect these estimates.

How can I track my order?

You’ll receive a shipping confirmation email with tracking information once your order is on the way. Tracking may take a little time to update after the carrier receives the package.

If you haven’t received a shipping email after the expected processing period, check your spam or promotions folder before contacting us.

What if my tracking says “delivered,” but I don’t have my package?

First, check around your delivery location and ask other members of your household or nearby neighbors. Some carriers mark packages as delivered shortly before the package actually arrives.

If it still hasn’t appeared, contact the carrier directly using your tracking number. You can also email us at customerservice@hearthwest.co, and we’ll help however we can.

Returns, Refunds and Order Issues

Do you accept returns or exchanges?

Because our products are made to order, we do not currently accept returns or exchanges for incorrect sizing, color selection, change of mind, or other preference-based reasons.

Refunds or replacements may be available when an item arrives damaged, defective, or different from what was ordered.

What if my order arrives damaged, defective, or incorrect?

Please email customerservice@hearthwest.co within 30 days of your purchase date.

Include:

Your order number
A brief description of the issue
Clear photos showing the item and the problem

We’ll review the request and help determine the appropriate next step.

What is considered a product defect?

Examples may include:

Receiving the wrong product, size, or color
A damaged garment
A significant printing error
A design that is materially misaligned or incomplete

Minor variations in color, design placement, or appearance may occur during production and are not necessarily considered defects.

How long do refunds take?

Approved refunds are issued to the original payment method. Your bank or payment provider may require several additional business days to process and display the refund.

Product Care

How should I wash my HearthWest apparel?

Always follow the care instructions shown on the individual product page or included with your garment.

For most printed apparel, we recommend:

Machine washing cold with similar colors
Turning the garment inside out before washing
Using mild detergent
Tumble drying on low or air drying
Avoiding bleach and dry cleaning
Not ironing directly over the printed design

Proper care will help your garment and artwork last longer.

Payments and Privacy

Is checkout secure?

Yes. Payments are processed through Shopify’s secure, encrypted checkout system. HearthWest does not directly receive or store your complete payment-card information.