Effective Date: August 25, 2025
1. Introduction
At Smokey Mountain Hearth ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, smokeymountainhearth.com.
2. Shipping Destinations
● Countries We Ship To:
o United States (USA) Lower 48 States Only
3. Shipping Costs
● Domestic Shipping (United States):
o Standard Shipping: Free shipping on all orders. Items delivered “curbside.” Smaller items left near door, Larger items and freight-delivered items delivered to driveway. For large items and freight deliveries, a person should be available at the estimated day and hours range to take delivery and check the delivery for damage so that the delivery can be refused is necessary.
o On the Porch Delivery: This involves the item being brought onto your porch, or into a sheltered/garage area. Delivery options, if available, will be noted on product page and offered at checkout. You can also call or email to inquire if delivery options are available.
o White Glove Delivery: This includes the item being brought into your room of choice, any minor assembly, and all boxes and packaging removed from your house. Delivery options, if available, will be noted on product page and offered at checkout. You can also call or email to inquire if delivery options are available.
● No Hidden Fees:
o All shipping costs are calculated and displayed at checkout. There are no hidden fees.
4. Order Processing Time
● Processing Time:
o Orders are processed within 1-3 business days (Monday to Friday, excluding holidays).
● Order Cut-Off Time:
o Orders placed before 3:00 PM EST will begin processing the same day.
● Weekend and Holiday Orders:
o Orders placed on weekends or public holidays will begin processing on the next business day.
5. Estimated Delivery Time
● Domestic Shipping:
o Standard Shipping: 3-7 business days
● Notes:
o Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues.
6. Shipping Methods and Carriers
● Reliable Carriers:
o We partner with reputable carriers to ensure your package arrives safely.
▪ Domestic Carriers: USPS, UPS, FedEx
● Shipment Tracking:
o All orders include tracking information, which will be provided via email once your order has shipped.
● Insurance:
o Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.
7. Order Tracking
● Tracking Information:
o After your order has been shipped, you will receive an email containing:
▪ Tracking Number
▪ Carrier Name
▪ Link to Track Your Package
● How to Track Your Order:
- Order Confirmation Email: After placing an order, you will receive an order confirmation email, followed by a shipping confirmation email once the order is fulfilled. This second email contains a direct link to your order status page or a tracking number and a link to the shipping carrier's website (e.g., USPS, FedEx). This page provides real-time updates on your shipment's location.
o Enter your tracking number to view the status and estimated delivery date.
-
Shop app: The Shop app automatically syncs your order information if you use the same email address or phone number used at checkout, providing real-time notifications and an easy-to-use interface to track all your orders in one place.
● Assistance:
o If you have questions or need assistance with tracking, please contact our Customer Service.
8. Delivery Issues
8.1 Delayed or Lost Packages
● Delayed Delivery:
o If your package is delayed beyond the estimated delivery time, please contact us at support@smokeymountainhearth.com or 856-217-6658.
● Lost Packages:
o If your tracking information indicates that your package was delivered but you have not received it:
▪ Verify the shipping address provided.
▪ Check with neighbors or building management.
▪ Contact us for further assistance.
8.2 Damaged Packages
● Reporting Damage:
o If your package arrives damaged:
▪ Take photos of the damaged packaging and items.
▪ Contact us within 3 days at support@smokeymountainhearth.com.
● Resolution:
o We will work with you to arrange a replacement or refund as appropriate and according to our Return and Refund Policy.
9. Missing Items
● Reporting Missing Items:
o If any items are missing from your order:
▪ Contact us within 3 days of receiving your package.
▪ Provide your order number and details of the missing item(s).
● Resolution:
o We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.
10. Return and Refund Policy
● Returns:
o Returns are accepted within 14 days of receiving your order.
● Conditions for Returns:
o Items must be unused, undamaged, and in their original packaging.
o Certain items (e.g., personalized or perishable goods) may not be eligible for return.
● Return Shipping Costs:
o Customer Responsibility: Return shipping costs are the customer's responsibility unless the item is defective or not as described.
o Company Responsibility: If the return is due to our error, we will cover the return shipping costs.
● Refunds:
o Refunds are processed within 14 days after receiving the returned item.
o Refunds will be issued to the original payment method.
● For More Information:
o Please refer to our Return and Refund Policy for detailed information.
11. Incorrect Address
● Address Accuracy:
o Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.
● Returned Packages:
o If a package is returned to us due to an incorrect address:
▪ We will contact you to arrange reshipment.
▪ Additional shipping charges may apply.
12. Contact Information
If you have any questions or concerns regarding your shipment, please contact us:
● Customer Service Email: support@smokeymountainhearth.com
● Customer Service Phone: 865-217-6658
● Company Address:
o Sweet Beech Group, LLC DBA Smokey Mountain Hearth
o 130 Perimeter Park Rd., Ste. A
o Knoxville, TN 37922-2240
o USA
Our customer service team is available Monday to Friday, 10 AM to 6 PM EST.
13. Changes to This Shipping Policy
We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the website. We encourage you to review this policy periodically.
Thank you for shopping with Smokey Mountain Hearth!
We appreciate your business and are committed to providing you with exceptional service.
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