Orders and shipping
Where do orders ship from?
From our fulfillment partner's warehouse in China. We do not ship from a US warehouse.
How long will my order take?
Processing takes 3–5 business days and transit takes 8–12 business days, so most orders arrive in 11–17 business days. The daily cut-off is 6:00 PM MT, Monday through Friday.
How much is shipping?
$7.95 per order, or free on orders of $60 or more after discounts.
Where do you deliver?
To the 50 states and Washington, DC. We do not ship to Puerto Rico, other US territories or APO/FPO/DPO addresses.
Can you ship to a P.O. Box?
Yes. Orders to a P.O. Box are sent with USPS, because FedEx does not deliver to P.O. Boxes.
Will I pay import duties when my order arrives?
Possibly. Your order ships from China, and U.S. Customs may assess import duties on it. If duties are due, the carrier may ask you to pay them before delivery. Email us before you order if you have a question about this.
Can I cancel my order?
Yes, within 24 hours after placing it. Email us with your order number.
Returns and refunds
How do I return an item?
Email support@hearthandsnow.com within 30 days from delivery. We send a free return label. Change-of-mind returns must be unused and unassembled, in the original box and with all parts and accessories.
Where do returns go?
To the U.S. returns address we use: 2460 Coral St, Vista, CA 92081. Use the label we email you; please do not send a parcel without it.
Is there a restocking fee?
No. Return shipping is free with our label. The original $7.95 shipping fee is not refunded for change-of-mind returns.
When will I get my refund?
We issue it within 5–7 business days after your return arrives at the returns address. Your bank may take another 3–10 business days to show it.
My item arrived damaged, incomplete or wrong. What should I do?
Email us photos of the item, box and shipping label, and we will help you.
Products and payment
What age is a toy for?
Where the manufacturer or supplier gives a recommended age, it is listed on the product page. Some building sets, model kits and collectibles contain small parts and are made for older children or adult collectors. If an age is not listed, email us before you order.
How can I pay?
The payment options available for your order are shown at checkout.
Is sales tax included?
Any sales tax that applies to your order is shown at checkout before you pay.
Contact
Email support@hearthandsnow.com or call +1 (505) 407-2563. We reply to email within 24 hours. Heart Hand Snow is operated by Trevo Fulfillment LLC, 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110 (registered address only, not open to visitors).