Shipping policy
Free shipping on every order, inside the United States, with no minimum. Here is what actually happens after you click buy.
The timeline
| Stage | How long |
|---|---|
| We pack your order | 1 to 3 business days |
| In transit | 5 to 11 business days |
| Door to door | 6 to 14 business days |
That is a real window, not a marketing one. Roughly 90% of orders leave within the first three days, and just over half arrive inside the transit window above. The rest take longer, which is why the window has two ends.
Where we ship
The United States only, for now. We would rather serve one country properly than quote delivery windows we cannot keep. If you are outside the US and want the Hearth, write to us and we will tell you honestly when that changes.
What it costs
Nothing. Shipping is free on every order, with no minimum spend. The price you see at checkout is the price you pay.
Tracking
The moment your parcel leaves the warehouse we email you a tracking number. Paste it into our tracking page and it takes you to the carrier's own page. Everything ships tracked, on the line used for goods with electronics inside.
Scans sometimes go quiet for a day or two mid-route. That is normal for this service and does not mean the parcel is lost.
One parcel
The Hearth and the oils travel on the same line, so an order with both in it arrives together, under a single tracking number.
Where it ships from
Orders are dispatched by our fulfillment partner overseas, direct to your address. That is why the window is 6 to 14 business days rather than two. For US deliveries at our price points we do not expect any customs charge; if a carrier ever asks you for one on a Hiro's parcel, send us the notice and we will deal with it.
If it is late
If day 16 comes and goes with no delivery, write to hirosnoirsupport@gmail.com with your order number. We chase the carrier, and if the parcel is genuinely lost we replace it or refund you. You do not have to argue for that.
Wrong address
Tell us the moment you notice. If the order has not been packed we simply fix it. If it has already shipped we cannot redirect it, but we will help you work with the carrier, and our refund policy still applies once it comes back.