Payment Policy

Last updated: September 4, 2026

This page covers how you pay at hearthfell.com, how the charge shows up on your statement, and what to do if a payment fails or looks wrong. The short version: your card details go to a certified processor, never to us; the price at checkout is the price you pay; and if anything on your statement looks unfamiliar, email us before calling your bank.

Accepted payment methods
Cards Visa, Mastercard, American Express, Discover
Digital wallets Apple Pay, Google Pay
Other PayPal

The methods shown at checkout are the ones available for your order and device. None of them carries a surcharge or processing fee.

When you're charged

Your payment method is charged when you place the order. Within a few minutes you'll receive an order confirmation by email. The order number at the top of that email is the fastest way for us to find your order, so keep it.

Once the payment has cleared, the order goes into processing. Delivery times are in our Shipping Policy.

Prices, tax and duties

All prices are in US dollars. Sales tax, where it applies, is calculated from your shipping address at checkout and shown before you confirm.

Shipping is free. If your order ships from a fulfillment center outside the United States, all customs duties and import fees are paid by us. Nothing is collected from you on delivery, and you won't receive a bill from customs afterwards.

How the charge appears on your statement

Card and wallet payments appear on your statement as HEARTHFELL.COM. PayPal payments appear as *PAYPAL HEARTHFELL.

If you see a charge you don't recognize, email us at support@hearthfell.com with the date and amount before contacting your bank. We can identify the transaction within one business day. A formal dispute through your bank typically takes 30 to 90 days and freezes the amount in the meantime, so an email is faster for you.

Security

  • The connection between your browser and the checkout is encrypted (TLS).
  • Payments are processed by a gateway that maintains PCI DSS compliance, the card industry's security standard.
  • Card payments are typically verified through 3D Secure, so your bank confirms the transaction with you before it's approved.
  • We receive a payment confirmation, the card type and the last four digits. Your full card number, and any bank details you use through PayPal, never reach our systems.

If a payment is declined

Most declines come down to one of these:

  • a typo in the card number, expiration date or security code
  • the card has expired, or the available balance is too low
  • the billing address doesn't match what your bank has on file
  • your bank flagged the transaction as unusual; a short call to them usually clears it
  • online or international purchases are switched off in your banking app

Check the details before trying again, and don't submit the same order several times. Each attempt can place a temporary hold on your account. Holds release on their own, usually within 3 to 7 business days, but several at once can tie up your balance. If it still won't go through, email us and we'll help.

Charged, but no confirmation email

Check your spam and promotions folders first. If nothing has arrived after a couple of hours, email us the amount and the date of the charge and we'll locate the order.

Pending or duplicate charges

A pending charge isn't necessarily a completed payment; failed attempts often leave a temporary authorization that disappears within a few business days. If you believe you've actually been charged twice, send us your name, order number, the date and amount of each charge, and a screenshot with card details covered. We'll check and correct it.

Refunds

Refunds always go back to the payment method used for the original order; we can't send them to a different card or account. Timing and eligibility are in our Return & Refund Policy.

Contact

Email: support@hearthfell.com Phone: +1 (904) 998-7156 Customer service hours: Monday–Friday, 9:00 AM–5:00 PM ET Response time: Within one business day

Hearthfell LLC 4663 River City Drive, Jacksonville, FL 32246, United States