Returns and Exchanges
At HearthSong®, our goal is to make sure you're completely satisfied with every purchase.
We want to make your return or exchange as easy as possible. Please click on one of our hassle-free return or exchange methods outlined below to learn more:
Please note that personalized items are not returnable.
For the fastest service, call Customer Service at 1-800-533-4397 to request a Fast Exchange. We'll immediately place your new order and charge your credit card. Your replacement item usually ships the following day. We pay the shipping and handling.
While you await your replacement item, repackage your return merchandise carefully and complete the Return and Exchange Form found on your packing slip. Once we receive your return, we’ll credit you for the cost of the original item less the return shipping fee of $6.95.
Please complete the Return and Exchange Form found on your packing slip. Also, be sure to fill in the Reason Code on the back of your invoice. This will expedite the processing and ensure the accuracy of your return.
For your convenience, a UPS Authorized Return Label is included with every shipment. Instructions are found on the back of the label. Affix the label over the original shipping label on your box and drop it at a convenient UPS pickup location. If you're returning your item because it is damaged, defective, or an error was made on our part, you will not be charged for return shipping. If you are returning for any other reason, we'll deduct the $6.95 return shipping fee from your refund or credit. Returns are usually processed within 48 hours of receipt of the return merchandise.
Lost your label? Call 1-800-533-4397 and we'll send you a new one. We'll deduct $6.95 from your refund or credit. If you choose not to use our UPS or USPS prepaid label, you are responsible for all return shipping costs.
Please ship your return to:
HearthSong Returns Department
7021 Wolftown-Hood Rd
Madison, VA 22727
Before signing the bill of lading: Please inspect your merchandise presented by the trucking company. If there is obvious damage to the merchandise, please document this damage on the bill of lading before the driver leaves. Any package defects such as tears, punctures, crushing, water damage or placement of the item wrong end up may indicate concealed damage. Please keep all packaging until you have determined the order is acceptable.
During delivery: If you see obvious damage you may refuse the shipment and note the reason for the refusal on the delivery paperwork. Call us at 1-800-533-4397 to arrange for a replacement. You will not be charged for shipping and handling on your replacement order.
After you have accepted delivery: If you discover a problem, call us at 1-800-533-4397. 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. If you do need to return or exchange a large item, call us and we'll arrange for it to be picked up by a freight company.
We carry replacement parts for many of the items we carry and can often help with replacement parts for a nominal fee. Please call 1-800-533-4397 for assistance.