Shipping Policy

Order Processing

DNK Hearth processes and ships orders Monday through Friday, excluding holidays.

Orders placed on weekends or holidays will begin processing on the next business day.

Most orders are processed promptly after payment verification. In certain cases, additional processing time may be required due to product availability, order verification, freight scheduling, or high seasonal demand.

Some products may occasionally be placed on backorder. Customers will be notified if additional processing or fulfillment time is required.

Shipping transit times begin once the order has been dispatched from our warehouse.

We recommend scheduling any installation, assembly, or replacement work only after your order has been delivered and fully inspected.

Shipping Locations, Rates & Estimated Delivery Times

DNK Hearth ships to customers worldwide.

Delivery estimates are approximate and may vary due to carrier delays, customs processing, weather conditions, remote delivery locations, or other circumstances outside our control.

Shipment Tracking

Tracking information is provided once your order has shipped.

Customers are responsible for ensuring that shipping addresses and contact information are accurate before placing an order.

DNK Hearth is not responsible for delays or delivery issues caused by incorrect shipping information provided during checkout.

Equipment Arrival & Inspection

Upon delivery, customers are responsible for inspecting all packages and products before signing the delivery receipt.

Please verify:

• the total number of boxes or items received
• visible external damage
• product condition after opening the packaging

The number of items received should match the quantity listed on the delivery receipt or packing documentation.

If visible damage, shortages, or incorrect items are identified at delivery, customers should clearly note the issue on the carrier’s delivery receipt before signing.

Examples may include:

• “Damaged”
• “Box Crushed”
• “Item Missing”
• “Shipment Short”

Failure to properly document visible delivery issues with the carrier may affect claim eligibility.

Missing or Incorrect Items

Missing or incorrect items must be reported to our customer service department within 24 hours of delivery.

Claims for shortages or incorrect products may be denied if not reported within the required timeframe.

If a shipment is marked as short by the carrier, DNK Hearth will work directly with the shipping carrier to investigate and resolve the issue.

Carrier investigations may require up to 7 business days before resolution or replacement shipment arrangements are completed.

Damaged Shipments

If your order arrives damaged, please contact DNK Hearth within 3 business days of delivery.

Whenever possible:

• retain all packaging materials
• photograph the damaged product and packaging
• provide clear images for claim verification

If damage is confirmed, we will assist with replacement, exchange, or resolution options in accordance with our Return & Refund Policy.

Freight Deliveries

Certain oversized or freight-shipped products may require special delivery appointments or freight carrier coordination.

Customers are responsible for ensuring that the delivery location is accessible for freight delivery.

Additional carrier fees resulting from missed appointments, inaccessible delivery locations, rescheduled deliveries, or refused shipments may be the responsibility of the customer.

Return Shipments

Eligible unopened products may be returned within 30 days in accordance with our Return & Refund Policy.

Customers should retain original packaging for approved return shipments whenever possible.

Return authorization is required prior to returning any merchandise.

Please review our Return & Refund Policy for complete return eligibility requirements and instructions.

Shipping Limitations

DNK Hearth reserves the right to:

• limit shipping destinations
• cancel orders affected by inventory limitations
• delay shipments for payment verification or fraud prevention
• refuse shipments prohibited by applicable laws or carrier restrictions

Contact Information

For shipping questions, delivery assistance, order tracking, or freight-related concerns, customers may contact DNK Hearth through the Contact page available on our website.