Contact information

Contact Us

Questions about an order, a product, or a return? We're here to help.

Customer Support

Email: support@hearthmat.com

Response time: within 1–2 business days, Monday to Friday

What to Include in Your Message

To help us resolve your enquiry as quickly as possible, please include:

Your order number (found in your confirmation email, format: HM-####)
The email address used to place the order
A short description of the issue
Photos, if reporting damage or a defect

Common Enquiries

Topic	Where to look first
Where is my order?	Check the tracking link in your shipping confirmation email. Tracking may take 3–5 business days to activate.
Delivery times & shipping rates	See our Shipping Policy
Returns, exchanges & refunds	See our Refund Policy
Damaged or wrong item	Email us within 7 days of delivery with photos — we'll replace it free of charge
Change or cancel an order	Email us immediately. We can usually amend orders that haven't shipped yet.

Wholesale & Bulk Orders

Interested in stocking Hearthmat, or ordering in volume for a hotel, rental property, or event? Email support@hearthmat.com with the subject line "Wholesale Enquiry" and tell us what you have in mind.

Press & Collaborations

For media enquiries, brand partnerships, or content collaborations, reach us at support@hearthmat.com with "Press" or "Collab" in the subject line.

Instagram: @hearthmat
Pinterest: @hearthmat