Shipping & Processing

Shipping Policy

At Winterberry Hearth, every order is thoughtfully prepared and carefully packaged with the same attention we would give a gift to someone we love. We appreciate your support of our small business and want you to know exactly what to expect from the time you place your order until it arrives at your doorstep.

Processing Time

Processing time is the amount of time it takes us to prepare your order before it is shipped.

  • Most orders are processed within 1–3 business days.
  • Business days are Monday through Friday, excluding weekends and holidays.
  • Personalized, made-to-order, bulk, and wholesale orders may require 3–5 business days or longer, depending on the item, order size, and production schedule.
  • Orders containing multiple product types may ship together once all items are ready.

Please note that processing time and shipping transit time are separate.

Shipping Carriers

We ship throughout the United States using one of the following carriers:

  • USPS
  • UPS
  • FedEx

The shipping carrier is selected at our discretion based on the size, weight, destination, and nature of your order to ensure the safest and most efficient delivery.

Once your order has shipped, you will receive a tracking number by email.

Shipping Transit Times

Transit times begin after your order has been processed and shipped.

Delivery estimates are provided by the shipping carrier and are outside of our control. Weather conditions, holidays, natural disasters, carrier delays, or other unforeseen circumstances may occasionally impact delivery times.

While we do everything possible to ship orders promptly, we cannot guarantee carrier delivery dates.

Peak Holiday Season

During busy shopping periods, including Christmas, Christmas in July, holidays, promotions, and seasonal launches, processing times and shipping transit times may be longer than usual due to increased order volume and carrier demand.

We appreciate your patience during these high-volume periods and recommend placing holiday orders early whenever possible.

Damaged Packages

We carefully inspect and package every order before it leaves our studio.

If your package arrives damaged, please contact us within 24 hours of delivery.

To help us file a claim with the shipping carrier, please include:

  • Photographs of the damaged product
  • Photographs of the shipping box and packaging materials
  • Your order number
  • A brief description of the damage

Carrier claims require photos of both the product and the original packaging. Unfortunately, claims cannot typically be processed without this documentation.

Each situation is reviewed individually, and we will work with you to determine the best resolution.

Warm Weather Shipping

Some products, including wax melts and confections, may soften during periods of extreme heat while in transit. In most cases, this does not affect the quality or performance of the product. If your order arrives warm, simply allow it to return to room temperature before opening or using. During periods of excessive heat, we may delay shipment by a day or two to help protect your order whenever possible.

Incorrect or Missing Items

If you believe you received the wrong item or something is missing from your order, please contact us within 3 days of delivery so we can make it right.

Returns, Exchanges & Refunds

Because many of our products are handcrafted, made-to-order, or intended for personal use, certain items cannot be returned.

The following items are not eligible for returns, exchanges, or refunds, except when they arrive damaged or are materially different from what was ordered:

  • Personalized or custom-made items
  • Personal hygiene items
  • Confections, including baked goods and candy

Approved claims are reviewed on a case-by-case basis.

If you have a concern about your order, please reach out before leaving a review. We genuinely want every customer to have a positive experience and will do our best to find a fair solution whenever possible.

Incorrect Shipping Address

Please verify your shipping address carefully before placing your order.

Winterberry Hearth is not responsible for delays, lost packages, or additional shipping charges resulting from an incorrect or incomplete address provided during checkout.

If you notice an error, please contact us as soon as possible. If your order has not yet shipped, we will gladly update the address whenever possible.

Lost or Delayed Packages

Once your package has been accepted by the shipping carrier, delivery is managed by the carrier. While we cannot control shipping delays once a package is in transit, we're always happy to help you locate your package, answer questions, or assist with filing a carrier claim when appropriate.

If your tracking information shows unusual delays or your package appears lost, we recommend contacting the shipping carrier first. If additional assistance is needed, please contact us and we will gladly help where we can.

Questions

If you have any questions about your order or our shipping policies, we're always happy to help.

Thank you for supporting Winterberry Hearth. Every order allows us to continue creating meaningful products that bring comfort, tradition, and a little everyday Christmas into homes throughout the year.