How can we help?
Track my order
Your order number is in your confirmation email (it starts with HH-). Use the email you ordered with.
Frequently asked questions
When is shipping free?
Orders over $149 ship free to Ontario and Quebec, and over $199 to the rest of Canada, before tax. Oversized furniture items have a flat fee, shown on the product page.
Can I change or cancel my order?
Yes, within 2 hours of ordering, by calling (416) 555-0103 or replying to your confirmation email. After that, your parcel may already be packed. You can still return it within 30 days.
Can I track my order?
Yes. We email a tracking link when your order ships, and you can also use the Track my order tile above.
Do you ship outside Ontario and to the territories?
Yes, we ship to every province. For Yukon, Northwest Territories and Nunavut, contact us for a quote, because rates and times vary by community.
How is large furniture delivered?
Benches, mirrors and larger tables ship by Purolator freight to your door, usually in 5 to 10 business days (Ontario and Quebec). They arrive assembled except for legs. We’ll text a delivery window.
Are taxes and duties included?
Prices are shown before tax. GST/HST or PST is added at checkout for your province. Orders ship from Canada, so there are no customs duties.
How do I return an item?
Start a return on this page or email us. We send a free prepaid label for Canadian orders. Items must be unused and in their original packaging, within 30 days of delivery.
What if something arrives damaged?
Email a photo within 7 days. We’ll send a replacement or refund, whichever you prefer, and you don’t have to return the damaged item.
Which payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay and Google Pay, Interac e-Transfer, and Afterpay in four instalments.
Do you charge when I place an order?
Yes, when the order is confirmed. For Afterpay, the first instalment is taken at checkout.
Is the colour on screen accurate?
We photograph in natural light and don’t edit colour. Still, screens differ. Visit the showroom or order a free fabric swatch (textiles only).
Do lamps come with bulbs?
Yes. Every lamp includes a 2700K dimmable LED bulb.
Contact us
- Phone (416) 555-0103, Monday to Friday 10 am to 6 pm ET
- Email hello@hearthandhollow.example
- Live chat bottom right, Monday to Friday 10 am to 6 pm ET
- Showroom 2184 Dundas Street West, Toronto
Shipping times and costs
We ship from Toronto with Canada Post and Purolator. Prices below are before tax.
Free standard shipping when your subtotal (before tax) is at least $149 to Ontario and Quebec, or $199 to the other provinces. Oversized items ship for a flat $39 in Ontario and Quebec, $69 elsewhere.
| Province | Carrier | Small items | Furniture and large items | Standard rate |
|---|---|---|---|---|
| Ontario | Canada Post Expedited / Purolator Ground | 1 to 4 days | 5 to 10 days | $14.95 |
| Quebec | Canada Post Expedited / Purolator Ground | 2 to 5 days | 6 to 11 days | $14.95 |
| Nova Scotia, New Brunswick, PEI | Canada Post Expedited | 4 to 7 days | 10 to 15 days | $17.95 |
| Newfoundland and Labrador | Canada Post Expedited | 5 to 9 days | 12 to 18 days | $22.95 |
| Manitoba, Saskatchewan | Canada Post Expedited / Purolator | 4 to 7 days | 10 to 15 days | $19.95 |
| Alberta | Canada Post Expedited / Purolator | 4 to 7 days | 10 to 15 days | $19.95 |
| British Columbia | Canada Post Expedited / Purolator | 5 to 8 days | 10 to 15 days | $19.95 |
| Yukon, NWT, Nunavut | Quote | Contact us | Contact us | Quote |
Upgrades: Purolator Ground $18.95 (Ontario), Purolator Express $24.95 (Ontario, 1 to 2 days). Local pickup at the Toronto showroom is free, and we deliver free within 15 km of the showroom on orders over $199.
Tax by province
| Province | Tax | Rate |
|---|---|---|
| Ontario | HST | 13% |
| New Brunswick, Newfoundland and Labrador, Prince Edward Island | HST | 15% |
| Nova Scotia | HST | 14% |
| British Columbia | GST + PST | 5% + 7% |
| Saskatchewan | GST + PST | 5% + 6% |
| Manitoba | GST + RST | 5% + 7% |
| Quebec | GST + QST | 5% + 9.975% |
| Alberta, Yukon, NWT, Nunavut | GST | 5% |
Returns, warranty and privacy
Returns policy
Return any unused item in its original packaging within 30 days of delivery. We email a free prepaid label for orders shipped within Canada. Refunds go to your original payment method within 5 business days of us receiving the item.
Not returnable: gift cards, personalised pieces, items marked Final sale, and pieces used or damaged after delivery. Oversized furniture returns are arranged by phone, and we cover pickup in the GTA.
Start a return
We’ll email a free return label within 1 business day.
Warranty
If a piece arrives damaged or has a manufacturing fault, email a photo to hello@hearthandhollow.example within 7 days of delivery and we’ll send a replacement or refund. You don’t have to send the damaged piece back.
Electric lamps have a one-year warranty on cords and sockets. Normal wear, handmade variation and misuse aren’t covered.
Gift cards
Digital cards from $25 to $500, emailed instantly with your message and valid for five years. Cards never expire in Ontario under provincial rules.
Privacy (PIPEDA)
We collect your name, address, email, phone and order details to process your order and answer questions. We don’t sell your information. Payment details are handled by our payment processor.
You can ask to see, correct or delete your data at privacy@hearthandhollow.example. Read the full privacy policy.