Contact
Wondering whether a piece will fit the room, or waiting on a delivery? Email us. A member of our team reads every message and replies within one business day.
Reach us
| support@hearthfell.com | |
| Phone | +1 (904) 998-7156 |
| Customer service hours | Mon–Fri: 09:00 am–05:00 pm; Sat & Sun: Closed |
| Response time | Within one business day |
Email is the fastest route: it goes straight to whoever can resolve it, and you get the answer in writing. We're an online store only. The Jacksonville address below is where the company is registered, not a showroom, and returns can't be dropped off there.
What to send, depending on what you're writing about
| If you're asking about | Include | What you'll get back |
|---|---|---|
| Whether a piece fits your space | Room or wall dimensions, a photo of the space, what's already in it | A straight answer on size and scale, including "go one size up" when that's the truth |
| Materials, finish, care | The product name or link | Composition, weight, texture, how it cleans and how it holds up over a year |
| Where your order is | Order number | Carrier update, or a trace opened with the carrier if tracking has stalled |
| A return | Order number, items | Return address, reference number and instructions, within one business day |
| Damage, defect or wrong item | Order number, photos of the item and packaging | Your choice of replacement or full refund; return shipping on us |
| Cancelling | Order number, as soon as possible | Free cancellation if it hasn't shipped; the return process if it has |
| Press, wholesale, partnerships, feedback | Whatever you'd like to tell us | Routed to the right person |
Two habits that get you a same-day reply
Order number on the first line. It's at the top of your confirmation email and starts with #. With it we've found your order before we've finished reading. Without it we're matching names and emails, which usually costs a day.
A photo for anything visual. Damage, a wrong item, or a question about how a piece will look next to what you own. An image settles in seconds what a paragraph can't.
Worth knowing before you write about a delivery
Tracking often shows nothing for the first 24 to 48 hours after the shipping email. That's normal. If it's been silent for more than five business days, or the delivery estimate has passed, send the order number and we'll open the investigation with the carrier ourselves. If tracking says delivered and there's no package, check the porch, garage and neighbors first, then write to us; the risk of loss is ours until it's in your hands.
Answers that are already written
Processing and transit times are in the Shipping Policy. The 30-day return window, conditions and refund timing are in the Return & Refund Policy. Accepted payment methods and what to do about a declined card are in the Payment Policy. If your question is one of those, the answer is available now rather than tomorrow.
Business information
| Store name | Hearthfell |
| Legal entity | Hearthfell LLC |
| Business address | 4663 River City Drive, Jacksonville, FL 32246, United States |
| support@hearthfell.com | |
| Phone | +1 (904) 998-7156 |
| Customer service hours | Mon–Fri: 09:00 am–05:00 pm; Sat & Sun: Closed |