Shipping policy

Last updated: October 2026

This page explains how your order travels from checkout to your front door and what to expect along the way.

Order Processing

We process orders Monday through Friday, except on public holidays. Our goal is to have every order processed within 1–2 business days. Orders placed after 3:00 PM ET, or on a holiday, are processed on the next business day.

Some things can slow processing down, such as an incomplete payment, missing address details or heavy demand during peak seasons. If that happens, we may email you before moving ahead so your delivery goes smoothly. As soon as your order leaves our facility, you’ll receive a shipping-confirmation email with tracking.

Delivery Windows

Once dispatched, packages usually arrive within 3–8 business days, so the total time from order to delivery is roughly 4–10 business days. Some factors that can affect delivery are outside our control, including:

  • Weather conditions
  • Holiday seasons
  • Customs checks
  • Carrier volume and carrier errors

Even though we can’t control these factors, we’ll do our best to keep you updated with whatever information we have.

Carriers

Depending on your address and the fulfillment partner that ships your order, we use a mix of dependable carriers, including USPS, UPS, FedEx and DHL, to get your package to you as efficiently as possible.

Tracking Your Order

You’ll receive a tracking link by email as soon as your order ships. The first scan can take 24–48 hours to appear, so a quiet tracking page at first is nothing to worry about. You can also check the status of your parcel at any time on our Track your order page.

Taxes and Duties

Your order total does not include any customs taxes or duties your country may charge on incoming packages. Where these apply, they are your responsibility. For details on the rates, please contact your country’s customs office.

Important: Hartwell & Rose is not responsible for delays caused by customs clearance in the destination country. When your package is released is decided entirely by the customs authorities, and we have no influence over it.

Shipping Address Accuracy

Please check your address carefully at checkout. If a package comes back to us because of an incomplete or incorrect address, we’ll contact you to arrange a reshipment, and extra shipping fees may apply.

Shipping cost: Free standard shipping, every order
Handling time: 1–2 business days
Transit time: 3–8 business days
Estimated delivery: 4–10 business days total

All timeframes on this page are counted in business days (Monday–Friday), excluding weekends and public holidays.

Delayed, Lost, or Missing Parcels

  • Is your order running well behind schedule? Get in touch and we’ll look into it.
  • If a carrier confirms that a shipment is lost, we’ll send a replacement or give you a full refund.
  • If tracking shows “delivered” but you can’t find the parcel, we’ll help you open a claim with the carrier.
  • Please contact us within 7 business days of the expected delivery date so we can help.

Order Cancellation

If you’d like to cancel an order after paying, please contact us and we’ll try to help. We can’t promise a cancellation, though, because orders are passed on to the warehouse very quickly. If processing or shipping has already started, unfortunately the order can’t be cancelled and you’ll need to start a return instead.

Policy Updates

We may revise this policy from time to time. Any changes apply as soon as the updated version is published on this page.

Contact Us

Store: Hartwell & Rose
Warehouse Address: 3883 Wood Ave, Miami, FL 33133, USA

Email: info@hartwellrose.com
Phone: +1 424 432 4316
Support hours: Monday – Friday, 9:00 AM – 5:00 PM (ET)
We typically reply within 24 hours on business days. Thanks for your patience!

You can also write to us via the contact form on our Contact page, or browse our FAQ page for fast answers to common questions.