Contact information

Last updated: October 29, 2025

At HearthTrail, we aim to answer all inquiries within 1 business day (Mon–Fri, 9am–5pm Arizona). We’re here to help with orders, returns, shipping, and product questions.

How to contact us

For the fastest help, include your order number and any relevant photos/video.

Response times (SLA)

  • Standard inquiries: reply within 1 business day
  • Damaged/incorrect items: first reply within 1 business day; replacements coordinated ASAP
  • Warranty cases: initial reply within 1–2 business days; timing may depend on brand policy
  • Returns (RMA): RMA instructions sent within 1 business day of approval

Support channels we monitor

  • Email: primary channel (see addresses above)
  • Website contact form: routes to our support inbox
  • Social (Instagram/Pinterest): monitored for general messages only. For order/account issues, use email.

What we may ask for

To verify and resolve issues, we may request:

  • Order number, full name, and email used at checkout
  • Photos/video of any damage, defects, or incorrect items
  • Packaging photos for carrier claims (if applicable)

Returns & refunds

All returns require an RMA. Do not ship items without RMA instructions. See our full Returns & Refunds policy.

Shipping questions

Handling time is 1–2 business days (Mon–Fri). Most orders arrive in 3–7 business days after shipment. See our full Shipping Policy.

Warranty support

We honor each manufacturer’s warranty. Email warranty@hearthtrail.com with your order number and issue details; we’ll help coordinate repair or replacement per brand terms.

Privacy & security

We’ll never ask for your full card number or account password via email. Learn how we handle your data in our Privacy Policy. If you suspect fraud, contact support@hearthtrail.com immediately.

Business hours & holidays

  • Hours: Mon–Fri, 9am–5pm (Arizona)
  • Observed: U.S. federal holidays (responses may be delayed)

Accessibility

If you need an accessible format or assistance with our site or policies, email support@hearthtrail.com and we’ll provide alternate options.