Shipping policy

Shipping Policy

At Hearth Ember Co., we're committed to getting your order to you as quickly as possible. Because many of our products are made-to-order just for you, processing and shipping times vary by product type.

Digital Products Digital items such as planners and journals are available for instant download immediately after purchase. No shipping required — just warmth, delivered straight to your inbox.

Physical Products — Production Time All physical products are made to order. Please allow 2–5 business days for production before your order ships.

Estimated Shipping Times (after production)

Canada

Apparel & accessories (e.g. tote bags): 10–15 business days
Fine art canvas prints: 10–15 business days
United States

Apparel & accessories (e.g. tote bags): 10–15 business days
Fine art canvas prints: 10–15 business days
Free Shipping

Canada: Free shipping on orders over $150 CAD
United States: Free shipping on orders over $150 USD
Please Note Shipping times are estimates and may vary due to carrier delays, holidays, or high-demand periods. Once your order ships, you'll receive a tracking number by email.

For any shipping questions, please don't hesitate to reach out to us.

Processing Times

Our products are crafted with care and made-to-order to reduce waste. Processing times vary:

Digital products: Instant delivery via email after purchase
Processing times do not include shipping time and may be longer during peak seasons or promotional periods.

Shipping Times & Rates

We ship primarily to Canada, The United Kingdom and The United States

Standard Shipping:

Shipping rates are calculated at checkout based on your location and order size.

Order Tracking

Once your order ships, you'll receive a shipping confirmation email with tracking information so you can follow your package every step of the way.

Shipping Restrictions

We currently ship to Canada, The United Kingdom and The United States only. We do not ship to PO boxes for certain items. International shipping outside North America is not available at this time.

Orders shipped to the United Kingdom may be subject to import VAT and customs duties upon arrival. As Vale & Hearth ships from outside the UK, orders valued above £135 are subject to UK import VAT, which is collected by the carrier or customs authority upon delivery.

Please note:

  • Any applicable duties, taxes, or customs fees are the responsibility of the customer and are not included in your order total at checkout.
  • Vale & Hearth is not responsible for delays caused by customs processing.
  • If a package is refused or unclaimed due to unpaid duties, return shipping costs will be deducted from any applicable refund.

We recommend checking with your local customs office if you have questions about potential charges before placing your order.

Delays & Issues

While we work with reliable shipping partners, occasional delays may occur due to weather, carrier issues, or customs processing (for Canadian orders). If your order is significantly delayed or lost, please contact us at [your email] and we'll work to resolve the issue.

Multiple Items

Orders containing multiple products may arrive in separate packages, as items are fulfilled from different locations to ensure the fastest delivery.

Lost or Damaged Packages

If your package is lost in transit or arrives damaged, please contact us within 30 days with your order number and photos (if damaged). We'll work with you to send a replacement or issue a refund.