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FAQs
General
How do I get in contact with customer service?
Reach out to us via email at happy@hearthsong.com or chat with a representative by clicking the purple chat icon at the bottom right hand of the screen!
My item(s) have missing parts. What do I do?
In the case of missing parts or damaged items, we do carry some replacement parts that can be shipped out to customers. Please send us an email or chat with us so we can see what we can do!
Help! There's no instructions in my child's new toy!
Uh oh! If you're missing your assembly instructions (or you want to consult assembly instructions before making a purchase), just check out Help Center: https://www.hearthsong.com/pages/help-center. Search by the product name or item number and find the assembly instructions linked.
I need to make a change to my order. How do I do that?
We're speedy shippers, so if you need a change, contact customer service ASAP.
Do you offer special discounts for military members, teachers, or schools?
Not at this time. Keep an eye out on our social media for special discounts or sign up for our rewards program to have access to exclusive discounts and sales!
Cosmic Crew Rewards Program
What is the Cosmic Crew Rewards Program?
Earn 5% back in Dream Dollars (our store credit) to build a rewards balance you can use to redeem on future purchases.
How do I sign up?
When making a purchase, you'll have the chance to make an account. Or, sign up at the rewards program page here.
What are the different rewards member tiers?
We're glad you asked! The Cosmic Crew has three tiers: Cloud Hoppers, Rainbow Riders, and Star Catchers. Each level depends on your lifetime spending, as defined below:
Cloud Hoppers: Up to $249
Rainbow Riders: $250 to $799
Star Catchers: $800 and above
Are purchases the only way to earn points?
Besides purchases, you may also earn Dream Dollars by posting product reviews, photos, and videos. Anniversaries of your membership also earn additional rewards.
Do my points expire?
Points expire depending on your tier. The higher your tier, the longer you get to keep your points! See how long your points last on the rewards program page here.
What is the Refer a Friend Discount?
Tell your pals about us! If you give your friends $10 in Dream Dollars and they make a purchase, you'll get $10 for each person added to your account. That means 5 friends equals $50, 10 friends is $100, etc.
Payment Types
What payment types do you accept?
We currently accept all major credit cards, PayPal, ApplePay, and GooglePay.
Do you take payment by check?
Unfortunately, we no longer take payment by check.
When will my payment method be charged?
Payment will be charged immediately upon placing your order. We strive to ship orders within 24-48 hours, so your shipping confirmation will follow shortly.
I'd like to purchase an item with a payment plan. Is one available?
We’re excited to offer ShopPay which gives you more ways to buy now and pay later!
There are no late or hidden fees, and you’ll never pay more than you agreed to up front. You can check your balance in the Shop app any time.
What is ShopPay?
To make things easier for you, Hearthsong has added Shop Pay as a checkout payment method. Shop Pay is similar to Apple Wallet or Google Pay and it enables you to check out faster on Shopify supported sites by automatically filling out your email, payment, and shipping details.
The following information is saved and securely encrypted for future purchases:
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Email
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Shipping Address
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Billing Address
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Credit Card Details
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Mobile Phone Number
I would like to make a wholesale order. How do I do that?
Please visit our wholesale program page for more information.
Shipping
How much is standard shipping?
Standard shipping to the continental U.S. for orders under $99 is $14.99. Orders of $99 or more earn FREE shipping!
How much is express shipping?
Up to 5 lbs: $22.00
5 - 10 lbs: $30.00
10 - 15 lbs: $35.00
15 - 20 lbs: $42.00
20 - 30 lbs: $50.00
30 - 40 lbs: $70.00
How much is shipping to states and territories outside of the continental U.S.?
For orders to Alaska, Hawaii, US Virgin Islands and Puerto Rico, shipping is based on order total.
Under $25.00: $14.99
$25.01 - $40.00: $19.99
$40.01 - $50.00: $24.99
$50.01 - $70.00: $27.99
$70.01 - $100.00: $35.99
$100.01 - $150.00: $43.99
$150.01 - $200.00: $53.99
$200.01 - $250.00: $61.99
$250.01 - $500.00: $75.99
$500+: $100.00
Do you ship internationally?
Sorry, no. We currently do not ship outside of the USA.
How quickly do you ship?
We're speedy, so expect your order to ship within 24 to 48 hours. That's why it's extra important to confirm your order is correct prior to payment.
Fast & Easy Returns
What is your return policy?
If, for any reason, you are not 100% satisfied with one of our products, please return it for a refund within 30 days of delivery.
How do I make a return?
To start a return, go to our Returns Portal.
You will need the following information to process your return:
• Order number and email address of purchaser.
• Item and quantity to be returned.
• Reason for return.
If you receive the item as a gift, you will need the order number and shipping zip code in order to process your return and receive a gift card.
If you cannot find your order number, email us at happy@hearthsong.com with the email address on your order or number on the packing slip and item you wish to return so we can provide you with the correct order number.
Do you charge fees for returns?
We do charge a portion of the shipping fees to customers according to the table below. Your fee will be displayed in your return process. Customer Service cannot waive return shipping fees as refunds are processed automatically by the warehouse.
Weight of Item Fee:
0 lbs. to 25 lbs. $9.95
25.01 lbs. to 50 lbs. $19.95
50.01 lbs. to 100 lbs. $49.95
Over 100 lbs. $69.95
Please be aware that some returns may require multiple labels since some products must be returned to different warehouse locations.
Returns are usually processed within 48 hours of receipt of the return merchandise.
If you discover a problem, email us at happy@hearthsong.com. We may be able to resolve the problem without a return. Please retain all packing material and boxes until you have verified the satisfactory condition of your purchase.
