Shipping policy

Shipping Policy

The Robinson Hearth Group, LLC

Effective Date: 12 June 2026

The Robinson Hearth Group, LLC is committed to delivering your order as quickly and accurately as possible. Please review our shipping policy below.

Order Processing

Most apparel and merchandise orders are processed within 3 to 7 business days after payment is received.

Processing times may be longer during:

  • Holidays
  • Promotional sales
  • New product launches
  • High-volume order periods
  • Seasonal merchandise releases

Custom, personalized, and made-to-order items may require additional production time.

Processing time and shipping time are separate periods.

Shipping Rates

Shipping costs are calculated at checkout based on:

  • Package weight
  • Package dimensions
  • Shipping destination
  • Selected shipping method

Any available free shipping promotions will be clearly stated on our website.

Shipping Methods

Orders are shipped through reputable carriers, which may include:

  • United States Postal Service (USPS)
  • United Parcel Service (UPS)
  • FedEx
  • Other approved carriers

Carrier selection is determined by The Robinson Hearth Group, LLC unless otherwise specified.

Delivery Estimates

Estimated delivery times vary depending on destination and shipping method selected.

Typical delivery times after processing include:

  • Standard Shipping: 3 to 7 business days
  • Expedited Shipping: 1 to 3 business days (when available)

Delivery estimates are not guaranteed and may be affected by factors outside our control.

Tracking Information

Customers will receive tracking information via email when available.

Tracking updates are provided directly by the shipping carrier.

Please allow up to 24 hours after receiving tracking information for carrier updates to appear.

Incorrect Shipping Addresses

Customers are responsible for providing accurate shipping information at checkout.

If an incorrect address is provided:

  • Contact us immediately at info@robinsonhearthgroup.com.
  • We will make reasonable efforts to update the address before shipment.
  • Once an order has shipped, address changes may not be possible.

Additional shipping charges may apply if an order must be reshipped due to an incorrect address.

Returned Packages

Packages returned to us because of:

  • Incorrect addresses
  • Refused delivery
  • Failure to claim a package

may be reshipped at the customer’s expense.

Refunds for returned packages will exclude shipping costs and any fees incurred by the carrier.

Lost, Stolen, or Delayed Packages

Once an order has been transferred to the carrier, delivery is the responsibility of the shipping provider.

The Robinson Hearth Group, LLC is not responsible for:

  • Lost packages marked as delivered by the carrier
  • Stolen packages
  • Weather-related delays
  • Carrier service interruptions
  • Delays caused by customs or government agencies

Customers experiencing delivery issues should first contact the carrier directly.

We will assist when reasonably possible by providing documentation and shipment information.

Damaged Shipments

If your order arrives damaged, please contact us within 7 days of delivery at info@robinsonhearthgroup.com.

Please include:

  • Your order number
  • A description of the damage
  • Photographs of the product
  • Photographs of the packaging

Claims submitted after 7 days may not be eligible for replacement or refund.

International Shipping

International shipping may be offered on select products and destinations.

Customers are responsible for:

  • Customs duties
  • Taxes
  • Import fees
  • Brokerage fees

These charges are determined by the destination country and are not included in product or shipping prices unless otherwise stated.

Order Delays

While we strive to meet all estimated delivery timelines, delays may occur due to circumstances beyond our control, including:

  • Severe weather
  • Natural disasters
  • Supply chain disruptions
  • Carrier delays
  • Government actions
  • Public emergencies

The Robinson Hearth Group, LLC shall not be liable for shipping delays caused by these circumstances.

Contact Information

For questions regarding shipping or delivery, please contact:

The Robinson Hearth Group, LLC
Email: info@robinsonhearthgroup.com
Website: robinsonhearthgroup.com

We appreciate your business and thank you for supporting The Robinson Hearth Group, LLC.