Black Swan Hearth & Home
Customer Guarantee & Policies
Learn more about our customer commitment, shipping and return policies, and important information regarding the purchase, installation and service of heating appliances.
Our Customer Commitment
Our Customer Guarantee
At Black Swan Hearth & Home, we know our growth is due to the customers and communities we serve. We believe in treating our customers the way we would treat a neighbor or friend — with straightforward guidance, quality products and support you can count on.
We select products based on quality and value. Before adding products to our selection, we consider their quality, reputation and whether they are products we would feel comfortable owning ourselves.
Our goal is to make your experience with Black Swan Hearth & Home as easy as possible. If you have a question or concern about a product purchased from us, please contact our team at 203-426-1230.
Online Order Information
Shipping & Returns
Please review the information below before placing an online order or returning merchandise.
Shipping
Orders are generally processed within 24–48 hours from the time they are placed. Orders are not processed on Saturdays or Sundays.
Shipments take place Monday through Friday and may take approximately 4–9 business days to reach their destination depending on location and the shipping method selected.
If USPS letter mail is selected, the shipment cannot be tracked.
FedEx does not count the day of shipment as a day in transit, and FedEx Express shipments are not delivered on weekends. Please keep processing time and carrier transit schedules in mind when placing your order.
Due to weather and other conditions outside our control, shipments may take longer during the winter months.
If an item is out of stock, you will be notified by email. Black Swan Hearth & Home currently ships only within the United States.
Returns
Eligible purchases may be returned within 10 days of receiving the order. All returns must be accompanied by an RMA number.
Electrical, computer and control parts cannot be returned.
Returned items must be unused and packaged securely and adequately for shipment. We recommend insuring return shipments so that a carrier claim can be filed if damage occurs in transit.
Refunds will be issued after returned merchandise has been received and inspected by our staff. Original shipping charges are not refundable.
Items returned in used condition may be subject to a restocking fee or may be refused. Refused returns will be shipped back to the owner at the owner's expense.
Please call 203-426-1230 to obtain an RMA number before returning an item. Packages received without an RMA number may be refused and returned to the sender.
Important Hearth Product Information
Heating Appliance Sales Policy
In an effort to support product quality, proper installation, service and safety, Black Swan Hearth & Home sells heating appliances through our retail locations and authorized dealer network.
Warranty
Heatilator, Heat & Glo, Harman and Quadra-Fire products are intended to be sold through authorized dealer networks. Manufacturer warranty coverage may be affected when products are purchased outside an authorized dealer network or serviced by individuals who are not authorized to perform the work. Warranty terms also apply to the original owner and may be nontransferable.
Choosing the Right Product
Our team is trained to evaluate your needs and help recommend products that fit your home and installation requirements. Heating appliances often require specific venting components, clearances and accessories that may not be obvious when purchasing a product without dealer guidance.
Shipping Damage
Heating appliances are designed to be transported using approved carriers and handling processes. The risk of damage may increase when products are shipped outside established dealer networks. Black Swan Hearth & Home is not responsible for costs related to shipping damage on products purchased or shipped outside our authorized sales process.
Installation & Service
Black Swan Hearth & Home professionally installs heating appliances purchased through us. Proper installation, operation and maintenance should follow local building codes, manufacturer instructions and product documentation.
Our service department supports Forge & Flame products including Harman, Quadra-Fire, Heat & Glo and SimpliFire, along with Hargrove gas log sets. We do not service appliances that we did not sell.
Black Swan Hearth & Home is an authorized and trained dealer of Hearth & Home Technologies, Inc. Products from Heatilator, Heat & Glo, Harman and Quadra-Fire are supported through authorized dealer channels to help ensure proper product selection, installation, service and manufacturer support.
Questions About an Order or Policy?
Contact Black Swan Hearth & Home
If you have questions about a purchase, return, shipment or heating appliance, our team is happy to help.
Call 203-426-1230