Shipping policy

Effective date: October 5, 2026

WHERE WE SHIP

We ship within the United States. The destinations offered at checkout are authoritative: if you can select your address, we deliver there.

SHIPPING COSTS

Shipping is free on all orders in the United States.

PROCESSING TIMES

Orders are prepared and handed to the carrier within 1-3 business days of payment. Business days are Monday to Friday, excluding public holidays. Orders placed over the weekend or on a public holiday are prepared from the next business day.

DELIVERY TIMES

After shipment, delivery takes on average 5-8 business days.

Estimated total time from order to delivery: 6-11 business days.

These are estimates, not guarantees: carrier delays, weather, customs checks and peak periods can extend them.

WHERE YOUR ORDER SHIPS FROM

Our products ship from a partner logistics warehouse. Depending on the route, the parcel may go through customs before delivery. This does not change the price paid or the times stated.

DUTIES, TAXES AND CUSTOMS FEES

Any duties, import taxes and customs fees are borne by us. The price you see at checkout is the price you pay: you will not be asked for anything on delivery.

IF YOUR ORDER IS DELAYED

If we are unable to ship within the times stated, we notify you by e-mail and you can choose to accept the new estimated date or cancel the order for a full refund. This right applies automatically to every order.

TRACKING

You receive a confirmation e-mail with the tracking number as soon as the parcel leaves the warehouse. The first update may take 24-72 hours. If tracking has not updated after five business days, write to us at support@hartenwell.com and we will check.

INCORRECT ADDRESS

We ship to the address entered at checkout. If it is incomplete or incorrect, write to us within 12 hours of ordering and we will correct it, if the parcel has not yet left. After shipment we cannot redirect it. Orders returned to sender because of an incorrect address can be reshipped at your expense or refunded net of shipping.

LOST, STOLEN OR DAMAGED PARCELS

If tracking shows "delivered" but you have not received the parcel, check with family members and neighbors, then write to us within 7 days of the stated delivery. If the parcel is really lost or arrives damaged, send us your order number and, in case of damage, a photo: we replace it or refund you.

QUESTIONS

Hartenwell · support@hartenwell.com · We reply within 1-2 business days, Monday to Friday.