HearthKit ™ Frequently Asked Questions
Q: How do I place an order for the Hearth Kit?
A: You may place an order on our Web site 24 hours a day by clicking Shop or the Order Now button from any page on the site. When you have finished, be sure to print your order confirmation page so you may come back to the site and check the status of your order.To place your order by phone, please call 800-383-7818 between 9am and 6pm EST, Monday – Friday. Order the Hearth Kit online here
Q: Will I receive an e-mail message confirming my order?
A: If you place your order on-line, you will receive a confirmation e-mail message within 24 hours.
Q: What if I want to cancel my order?
You may cancel your order any time prior to shipping by contacting customer service. Once your order has shipped, it is subject to our return policy.
Q: Does Hearth Kitchen have a catalog?
A: We do not currently have a printed catalog. However, all of our merchandise can be viewed and ordered from our Web site. If you have any questions, please call Customer Service at 800-383-7818, 9am - 6pm EST, Monday - Friday, or email us at: support@hearthkitchen.com.
Q: What payment options are accepted?
A: We accept MasterCard, Visa, American Express, or Discover. Credit card payments can be entered directly through our Web site or by calling customer service. If you would prefer to pay by check or money order, please call customer service at 800-383-7818, 9am - 6pm EST, Monday - Friday.
Q: Can gift certificates for the HearthKit be purchased on-line?
A: You may purchase a gift certificate for the HearthKit by going to the HearthKit ordering page and selecting “Order gift certificate”. We will send a gift certificate directly to the recipient with instructions for measuring their oven and ordering the HearthKit.
Q: Can gift certificates be redeemed on-line?
A: To redeem your gift certificate please call us at 800-383-7818, 9am – 6pm EST,
Monday – Friday.
Q: How is sales tax calculated?
A: Sales tax is calculated on the order total including the shipping charges. Sales tax is charged on orders shipping to Connecticut and Ohio.
Q: Where does Hearth Kitchen ship?
A: We currently ship to all 50 states and Puerto Rico. Unfortunately, we are unable to ship to the U.S. Territories or international locations at this time. Please note: there is an additional charge to ship to Alaska, Hawaii and Puerto Rico.
Q: When will I receive my order?
A: All in-stock items will ship within 2 business days of receipt of your order from our warehouse in Ohio. The length of time it takes to receive your order depends primarily on the method of shipment you select and where the shipment is going. We have selected UPS Ground service as our primary method of delivery. UPS 2nd Day and Next Day Air delivery is used for orders shipping to Alaska, Hawaii, and Puerto Rico.
The following service options are available using our chosen carrier:
Standard Ground 1 - 5 business days
2nd Day 2 business days
Next Day 1 business day
Q: What are the Shipping and Handling Charges?
A: Ground* freight within the continental US is $29.95. ($199.00 unit price of HearthKit + $29.95 shipping) = $228.95.* Standard Ground freight is not available for orders shipping to AK, HI, and PR. The following additional fees will be charged for 2nd Day or Next Day Air, for orders shipping to AK, HI, and PR.
For HearthKit only orders shipping UPS Next-day and 2-day Air in the Continental United States, and to AK, HI and PR, the following charges will be applied to your order:
For 2nd Day Delivery, add $70.00 ($228.95 + $70.00) = $298.95 Total
For Next Day Delivery, add $90.00 ($228.95 + $90.00) = $318.95 Total
Accessory items and replacement parts shippingNext-day Air and 2-day Air may vary according to weight. For additional shipping options, please call Hearth Kitchen CustomerSupport at 800-383-7818 between 9am and 6pm EST, Monday - Friday.Please Note: The additional charges for Next-day Air and 2-day Air will not appear on your order confirmation, but will be charged to your credit card when we receive your order.
Q: Can I ship to multiple addresses?
A: If you would like to ship items to multiple addresses, you will need to place a separate order for each different address.
Q: What should I do if I receive a damaged shipment or mis-shipment?
A: Please notify the carrier and Hearth Kitchen Customer Service within 5 days of receipt of your damaged shipment. Please notate any damage when signing for your package. Be sure to keep all packaging and the original shipping carton intact for inspection.
Mis-shipments must be reported to Hearth Kitchen customer service within 15 days of receipt. Please call 800-383-7818 between 9am - 6pm EST, Monday - Friday.
Q: How can I track the status of my order?
A: To check the status of your order, you may contact customer service at 800-383-7818 between 9am – 6pm EST, Monday – Friday, or e-mail us at support@hearthkitchen.com. Please be sure to include your order number, first and last name and the name of the recipient.
Q: What should I do if HearthKit doesn't fit into my oven?
A: Please contact customer service at 800-383-7818 between 9am - 6pm EST, Monday - Friday.
Q: Is there a Warranty on the HearthKit?
A: HearthKit Limited Warranty
Hearth Kitchen Company warrants HearthKit Oven Insert to the original owner for 10 years from the date of purchase against defects in material or workmanship, when used under normal household conditions and only when used in accordance with the Use & Care Guide, installation, and dismantling instructions. This warranty does not cover damage in shipment, accidental breakage, commercial use, misuse, or abuse of the product. This product is made of cordierite, a specialized blend of earthen materials, therefore slight color variations and rough surfaces are normal. This warranty does not apply to damage caused by mishandling resulting in chipping or breakage. Hearth Kitchen Company will repair or replace defective parts at no charge, in its sole discretion.
Hearth Kitchen Company warrants HearthKit dual-purpose chrome rack for 1 year from the date of purchase against defects in material or workmanship, when used under normal household conditions and only when used in accordance with the Use & Care Guide instructions. This warranty does not cover warping caused by exposure to high heat or misuse or abuse of the product.
Hearth Kitchen Company warrants the Custom HearthKit Thermometer for 1 year from the date of purchase against defects in material and workmanship, and on return will repair or replace it at its option without charge. This warranty does not cover damage in shipment, accidental breakage, misuse, or abuse of the product. The warranty will void if this Thermometer is not removed from the oven when using the self-cleaning cycle or if washed in a dishwasher. Thermometer must be used in accordance with the manufacturer's instructions.
THIS WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES AND NO OTHER REPRESENTATION OR CLAIMS OF ANY NATURE SHALL BE BINDING ON OR OBLIGATE HEARTH KITCHEN COMPANY. ANY IMPLIED WARRANTIES, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE LIMITED IN DURATION TO THE TIME PERIODS SET FORTH ABOVE FOR THE RESPECTIVE PARTS.
Q: What are the Limitations of Liability?
A: Hearth Kitchen's liability shall in no event exceed in the aggregate the total purchase price paid for HearthKit. In no event shall Hearth Kitchen Company be liable for any loss of use, or indirect, incidental, special, consequential or special damages, or personal injury of any kind whatsoever resulting from use of this product.
Some states do not allow a limitation on how long an implied warranty lasts and some states do not allow the limitation or exclusion of liability for incidental or consequential damages, so the above limitations or exclusions may not apply to you.
The above warranties give you specific legal rights and you may also have other rights that vary from state to state.
Q: Why do I need to return my HearthKit Registration Card?
A: Every HearthKit ships with a Registration Card included in the Use & Care Guide. Please be sure to return your card to us. The information collected helps us get to know you, thereby enabling us to select the best products and services to enhance your culinary experience! (Please see our privacy policy regarding the use of your personal information.)
Q: What if I want to return or exchange merchandise from Hearth Kitchen?
A: All returns are subject to manufacturer's warranties. Return authorizations may be requested within 30 days of invoice by calling customer service at 800-383-7818 between 9am and 6pm EST, Monday - Friday. Returns will only be considered for unused items in resalable condition. All items must be returned in all original packaging and sent via UPS or insured parcel post at the customer’s expense. Please do not write on or affix any labels to the retail packaging.
Defective product is subject to manufacturers' warranty policies. Hearth Kitchen Company does not provide any additional warranty.
Approved returns must be returned to Hearth Kitchen within ten (10) days of receipt of authorization. All returns are subject to a 15% restocking fee and a separate shipping & handling fee of $18. The customer is responsible for return shipping fees.
Credits for returned products will be applied using the same method as your original payment and only after the return has been received and inspected. Hearth Kitchen reserves the right to cancel a return or reduce the credit amount if the product is not returned in the original packaging or if the condition of the product differs from the condition indicated at the time the return authorization was granted.
To obtain a return authorization, please call Hearth Kitchen Customer Service at
203-325-8800, 9am - 6pm EST, Monday – Friday.
Q: Can I order replacement parts?
A: You may order replacement parts for HearthKit directly from our Web site by clicking here or by calling the Customer Service Department at 800-383-7818. For other products not manufactured by Hearth Kitchen Company, please refer to the user manual or contact the manufacturer directly.
Q: How do I contact Hearth Kitchen?
Customer Service
226 Selleck Street, Suite B
Stamford, CT 06902
Phone: 203-325-8800,9am - 6pm EST, Monday - Friday
Fax: 203-325-1771
support@hearthkitchen.com
Q: Terms and Conditions
A: The terms and conditions of sale of any products manufactured, distributed or marketed by Hearth Kitchen Company are set forth in the Customer Service FAQs available on the hearthkitchen.com website. If you prefer, you may request a copy of these terms and conditions to be sent to you via fax, email or standard postal mail. By placing an order for a Hearth Kitchen Company product, whether via the hearthkitchen.com website or our direct sales group, you are agreeing to the Terms and Conditions published on the hearthkitchen.com website. Any changes to the terms and conditions will be posted on our website. If you have any questions, please contact us at support@hearthkitchen.com
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