Frequently Asked Questions


What happens after I place an order?
After you complete the checkout process, a "Thank You" page will appear which will display your online order confirmation number. This number confirms that your order has been placed successfully. We will send a copy of this online order receipt via email within one hour.

After your order has been processed at HearthSong, we will send you a second email with your order number and order details. If there are any problems with your order, one of our customer service associates will contact you by telephone or email.
What if I do not receive an order confirmation via email?
You should receive a copy of your online order confirmation via email within an hour of placing your order. You will also receive an email with your order details within 24 hours of placing your order. However, if you do not receive this message, please call us at 1-800-533-4397 to ensure that your order was received and is being processed.
Can I change the delivery address?
We can change the delivery address as long as your order has not been shipped. To request a change, please contact us at 1-800-533-4397.
Is it safe to use my credit card online?
Yes. We encrypt all of your personal information, including your credit card number, when it is sent over the Internet using SSL (secure socket layer) technology. When your browser is in secure mode, a blue bar will appear at the top of the browser window and an unbroken key or lock icon at the bottom right corner of the window. This indicates that the transaction is secure.
Which credit cards are accepted?
HearthSong accepts a variety of credit cards including American Express, Discover Card, MasterCard, and VISA.
When will my credit card be charged?
We will obtain authorization for the credit card charges when we process your order. Authorization usually occurs within 24 hours after you place your order. Your credit card will actually be charged when your order is shipped. You will not be charged for backordered items until they are available for shipping. If we are unable to secure authorization, you will be contacted by a HearthSong customer service specialist.
How do I check out?
When you have added all the items you wish to order to your shopping basket, click on the "check out" button at the top of the shopping basket page and follow the instructions.
Why am I having problems ordering?
To order from our site, you need a SSL compliant browser and your browser preferences must be set to accept "cookies". For best results we recommend using Firefox 3.4 or later, or Microsoft's Internet Explorer 6.0 or later. For AOL users, we recommend the 4.0 or later AOL browser for PC's or the 5.0 browser for Macs. Click on each of the browser names if you'd like to download a new version of Firefox, Internet Explorer or AOL.
Why is my basket empty?
You may not have selected a quantity for the item you wish to order. At the product page, select the product or products you wish to purchase, enter the quantity you wish to order, and click on the "Add to Basket" button on the top of the page. This should add the selected products to your basket.

If your product is still not showing up in your basket, your browser may not be set to accept "cookies". Our site uses cookies to keep track of the items in your shopping basket. We do not include personal or billing information in these cookies, so there is no security risk in accepting them. You may change your browser option to accept cookies in the preference menu selection for your browser.

You can also place your order with HearthSong® by calling 1-800-533-4397.
What if I have a question about a specific product?
Please email or call us at 1-800-533-4397 with any product questions.
What are the advantages of registering?
Becoming a registered HearthSong user offers you a number of benefits to make shopping with us faster, easier, and more intuitive:

Express Checkout
Save your billing, shipping and credit card information for faster checkout.

Order Tracking
Review the shipping status of your orders at any time, 24 hours a day.

Address Book
Save shipping addresses for family, and friends in your personal address book.

With your permission, we'll send you news about our latest sales, new products, and features.
You can register now or register when you place an order. You do not need to be a registered user to shop our site.
What does "out of stock" mean?
Items that are currently unavailable for shipment are referred to as "out of stock." You may still place an order for an out of stock item and it will ship to you as soon as it becomes available. (Expected availability dates are listed with out of stock items - please remember that these are estimated dates of arrival to our warehouse.) You will not be charged for an out of stock item until the item is shipped from our warehouse.