Shipping policy

SHIPPING POLICY

Last Updated: July 27, 2026

Thank you for shopping with Hartwell Co.

This Shipping Policy explains how orders placed through tryhartwell.co are processed, shipped, tracked, and delivered.

This policy applies only to products purchased directly through our website. Products purchased from another retailer, marketplace, or third-party seller are subject to that seller’s shipping policies.

1. Estimated Delivery Time

Most orders are estimated to arrive within 7–15 business days after the order is successfully placed.

This estimated delivery period includes both:

  • The time needed to process and prepare the order for shipment; and

  • The time the shipping carrier needs to transport and deliver the package.

The 7–15-business-day period is an estimate rather than a guaranteed delivery date unless we expressly provide a guaranteed date in writing.

A different delivery estimate may apply when it is clearly disclosed on the applicable product page, during checkout, or in your order confirmation.

2. Business Days

Business days are Monday through Friday and do not include:

  • Saturdays;

  • Sundays;

  • U.S. federal holidays;

  • Carrier-observed holidays; or

  • Days on which shipping or fulfillment facilities are closed because of circumstances outside our reasonable control.

Orders placed during weekends or holidays may begin processing on the following business day.

3. Order Processing

After an order is placed, it may be reviewed for:

  • Successful payment authorization;

  • Complete and accurate shipping information;

  • Product availability;

  • Fraud-prevention purposes; and

  • Applicable shipping restrictions.

Processing time is included within the estimated 7–15-business-day delivery period.

Orders containing multiple products may require additional processing when the products are stored at different fulfillment locations.

You will receive an order-confirmation email at the email address provided during checkout. Receiving an order confirmation does not necessarily mean that the order has shipped.

4. Shipping Destinations

Hartwell Co. primarily serves customers located within the United States.

The shipping destinations currently available will be displayed during checkout. If the checkout system does not accept a particular address or destination, we may not currently ship to that location.

Shipping availability may be limited for:

  • Alaska;

  • Hawaii;

  • U.S. territories;

  • Military APO, FPO, or DPO addresses;

  • P.O. boxes;

  • Remote or restricted locations; and

  • Addresses that cannot be serviced by our available carriers.

Contact us before ordering if you are uncertain whether we can deliver to your address.

5. Shipping Charges

Applicable shipping charges, if any, will be displayed during checkout before you complete your purchase.

Shipping charges may vary depending on:

  • The products ordered;

  • Package size and weight;

  • Delivery destination;

  • Available shipping method;

  • Promotional offers; and

  • Fulfillment location.

We may occasionally offer free or discounted shipping as part of a promotion. Any conditions or limitations applying to the offer will be disclosed with the promotion.

Shipping charges from a completed order are generally non-refundable unless:

  • The order is canceled before shipment;

  • We shipped an incorrect product;

  • The product arrived materially damaged or defective;

  • We cannot fulfill the order;

  • We agree otherwise in writing; or

  • A refund is required by applicable law.

6. Third-Party Fulfillment

Hartwell Co. works with third-party manufacturers, suppliers, warehouses, fulfillment centers, and shipping carriers to process and deliver orders.

As a result:

  • A product may be shipped directly from a third-party fulfillment facility;

  • The shipping origin may vary depending on inventory availability;

  • Products may be shipped from domestic or international fulfillment locations;

  • Packaging may differ between products or shipments; and

  • The name shown on a shipping label may differ from the Hartwell Co. store name.

Although third parties may assist with fulfillment, your order was purchased from Hartwell Co. Questions or concerns about your order should be directed to us at support@tryhartwell.co.

Do not contact or return products directly to a supplier unless our support team specifically instructs you to do so.

7. Separate Shipments

Products in the same order may be stored and fulfilled from different locations.

Your order may therefore:

  • Arrive in multiple packages;

  • Have more than one tracking number;

  • Be delivered by different carriers; and

  • Arrive on different dates.

Receiving only part of an order does not necessarily mean that the remaining products are missing.

Unless otherwise disclosed during checkout, you will not be charged additional shipping fees merely because we divide an order into multiple packages.

Please review all available tracking information and allow the full estimated delivery period before reporting part of an order as missing.

8. Tracking Information

When tracking information is available, it will be sent to the email address associated with your order.

Tracking information may take several business days to become active after the order is processed. This can occur when:

  • A shipping label has been created but the package has not yet been scanned;

  • The package is moving between fulfillment or carrier facilities;

  • The carrier has not uploaded its latest scan;

  • The order is being transferred between carriers; or

  • The carrier is experiencing a temporary tracking delay.

A temporary lack of tracking activity does not necessarily mean that a package has stopped moving or been lost.

Tracking updates are generated by third-party carriers. Hartwell Co. does not directly control the frequency or accuracy of carrier scans.

9. Delivery Estimates

Delivery dates shown through tracking systems, carriers, product pages, advertisements, or order communications are estimates unless expressly identified as guaranteed.

Actual delivery times may be affected by:

  • Carrier volume;

  • Weather conditions;

  • Natural disasters;

  • Public emergencies;

  • Customs processing;

  • Transportation disruptions;

  • Labor disputes;

  • Holidays;

  • Supplier delays;

  • Incorrect or incomplete addresses;

  • Remote delivery locations;

  • Security inspections;

  • Government restrictions; or

  • Other circumstances outside our reasonable control.

The occurrence of a delay does not automatically mean that an order has been lost.

10. Shipping Delays

We make reasonable efforts to arrange shipment within the timeframe communicated when the order is placed.

If we learn that we cannot ship your order within the promised timeframe, we will provide notice using the contact information associated with your order.

Depending on the circumstances and applicable law, the notice may:

  • Explain the reason for the delay;

  • Provide a revised estimated shipment or delivery date;

  • Allow you to consent to the revised timeframe; or

  • Allow you to cancel the affected unshipped products for a full refund.

If you do not agree to a delay when your consent is required, we will cancel and refund the affected unshipped products.

Refunds for canceled, unshipped orders will be issued to the original payment method rather than solely as store credit, except when you voluntarily agree to another legally permitted resolution.

11. Out-of-Stock Products

A product may become unavailable after an order is placed because of:

  • Supplier inventory changes;

  • Unexpected demand;

  • Damaged inventory;

  • Fulfillment errors;

  • Discontinued products; or

  • Circumstances outside our reasonable control.

If we cannot fulfill a product, we may:

  • Cancel and refund the unavailable product;

  • Ask whether you are willing to wait for restocking; or

  • Offer an alternative product for your approval.

We will not substitute a materially different product without your consent.

If only part of an order is unavailable, the remaining available products may still be shipped.

12. Accurate Shipping Information

You are responsible for providing an accurate and complete shipping address during checkout.

Please confirm your:

  • Full name;

  • Street address;

  • Apartment, suite, or unit number;

  • City;

  • State;

  • ZIP code;

  • Telephone number; and

  • Email address.

Contact us immediately at support@tryhartwell.co if you discover an error.

We will make a reasonable effort to correct the information, but we cannot guarantee that an address can be changed after the order has entered processing or fulfillment.

Hartwell Co. is not responsible for delays, failed deliveries, returned packages, or additional shipping expenses caused by inaccurate or incomplete information provided by the customer.

13. Address Changes

An address-change request is not confirmed until Hartwell Co. provides written confirmation that the address has been updated.

Submitting an address change through email or customer support does not guarantee that the change will be completed before shipment.

Once a package has shipped, we may be unable to redirect it. You may need to contact the carrier directly to ask whether delivery-management options are available.

Any carrier redirection charges may be the customer’s responsibility unless the need for redirection resulted from our error.

14. Undeliverable and Returned Packages

A package may be returned to its sender because of:

  • An incorrect or incomplete address;

  • An invalid address;

  • Failure to collect the package;

  • Repeated unsuccessful delivery attempts;

  • Refusal of delivery;

  • An inaccessible delivery location;

  • Failure to pay applicable customs charges; or

  • Carrier restrictions.

If tracking indicates that your package is being returned, contact us at support@tryhartwell.co.

When the delivery failure resulted from information supplied by the customer or from the customer’s failure to accept or collect the package, the customer may be responsible for:

  • Additional shipping charges;

  • Carrier return fees;

  • Address-correction fees; and

  • Reshipment expenses.

Any deduction from a refund will be made only to the extent permitted by applicable law and our Return and Refund Policy.

15. Refused Deliveries

Refusing a package does not automatically cancel the order or guarantee a full refund.

A refused package must first be returned to and processed by the appropriate fulfillment facility.

If you no longer want an order, contact us before refusing delivery. Unauthorized refusal may cause delays and additional carrier or return expenses.

Refund eligibility for refused packages will be determined under our Return and Refund Policy.

16. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it:

  1. Confirm that the shipping address on the order is correct;

  2. Check your mailbox and all possible delivery locations around the property;

  3. Ask household members, neighbors, reception staff, or building personnel;

  4. Check for a delivery notice;

  5. Allow a short period in case the carrier recorded the delivery prematurely; and

  6. Contact the carrier and Hartwell Co.

Please report the issue to support@tryhartwell.co as soon as reasonably possible.

We may ask you to provide:

  • Your order number;

  • Confirmation of your delivery address;

  • A copy of relevant carrier communications;

  • A signed non-receipt statement; or

  • Other information reasonably required to investigate the delivery.

A refund or replacement is not automatically guaranteed solely because a package cannot be found after tracking records it as delivered.

We will review the carrier’s records, available evidence, delivery circumstances, and applicable law before determining an appropriate resolution.

17. Lost Packages

A package may be considered lost when:

  • The carrier confirms that it has been lost;

  • Tracking does not show delivery and remains inactive beyond a reasonable period; or

  • A carrier investigation concludes that the package cannot be located.

Please contact us before filing a claim directly with the carrier unless we instruct you otherwise.

Depending on the circumstances, we may:

  • Open a carrier investigation;

  • Send a replacement;

  • Issue a refund; or

  • Provide another appropriate resolution.

Carrier investigations can require additional time. We will not unreasonably delay any refund or remedy required by applicable law.

18. Damaged Packages

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, incomplete, or incorrect, contact us within 30 days after delivery at support@tryhartwell.co.

Include:

  • Your full name;

  • Your order number;

  • A description of the problem;

  • Clear photographs or video of the product;

  • Photographs of the shipping packaging;

  • A photograph of the shipping label; and

  • Photographs of any damaged components.

Do not discard the product or its packaging until we have completed our initial review.

Depending on the circumstances, we may provide a replacement, replacement component, refund, partial refund, or another appropriate resolution under our Return and Refund Policy.

19. Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order.

We cannot guarantee that an order can be changed or canceled after it has entered processing, fulfillment, or shipment.

If the order has already shipped, you may request a return after delivery in accordance with our Return and Refund Policy.

Successfully canceled orders will be refunded to the original payment method.

20. Thirty-Day Returns

Eligible products may be returned within 30 calendar days after delivery, subject to our Return and Refund Policy.

The return period begins on the date the applicable carrier records the product as delivered.

When products from the same order are delivered separately, the return period for each product begins on the date that particular product is delivered.

Customers are generally responsible for return shipping costs unless:

  • The product arrived damaged or defective;

  • We sent an incorrect product;

  • The return resulted from our error;

  • We expressly agree otherwise in writing; or

  • Applicable law requires us to cover the cost.

Products must not be mailed back without prior return authorization.

21. Product Warranties

Warranty coverage varies by product.

A product is covered by a warranty only when warranty terms are expressly stated:

  • On the applicable product page;

  • In the product packaging;

  • In documentation included with the product; or

  • In a separate written communication from Hartwell Co.

Warranty periods, covered defects, exclusions, claim procedures, and available remedies may differ between products.

The absence of a stated product warranty means that Hartwell Co. is not offering an additional voluntary warranty for that product beyond any rights or warranties that apply under law.

A warranty claim may require:

  • Proof of purchase;

  • Your order number;

  • Photographs or video;

  • A description of the defect;

  • Product identification information; and

  • Compliance with the product’s care and usage instructions.

Warranty coverage generally does not apply to normal wear and tear, accidental damage, misuse, unauthorized modification, improper maintenance, or use contrary to product instructions unless the specific warranty states otherwise.

Nothing in this section limits rights that cannot lawfully be excluded or waived.

22. International Orders

International shipping may be offered only when available during checkout.

International orders may be subject to:

  • Customs inspections;

  • Import duties;

  • Taxes;

  • Brokerage charges;

  • Carrier handling fees; and

  • Additional processing or delivery time.

Unless expressly stated otherwise during checkout, the recipient is responsible for import duties, taxes, and customs-related charges imposed by the destination country.

Hartwell Co. does not control customs processing or guarantee how long customs clearance will take.

Refusing an international package because of customs charges does not automatically qualify the order for a full refund.

23. Force Majeure

Hartwell Co. will not be responsible for shipping delays or failures caused by circumstances outside our reasonable control, including:

  • Severe weather;

  • Natural disasters;

  • War;

  • Civil unrest;

  • Terrorism;

  • Epidemics or public-health emergencies;

  • Government action;

  • Labor disputes;

  • Carrier interruptions;

  • Transportation shutdowns;

  • Supplier closures;

  • Customs delays;

  • Utility failures; or

  • Internet or telecommunications outages.

This section does not eliminate any cancellation, notice, refund, or other obligation that cannot legally be excluded.

24. Policy Changes

We may update this Shipping Policy to reflect changes in our operations, carriers, suppliers, fulfillment practices, delivery destinations, or legal obligations.

The revised policy will be posted on tryhartwell.co with an updated “Last Updated” date.

The version in effect when an order was placed will generally apply to that order unless:

  • A later version provides more favorable terms;

  • You agree to the change; or

  • A change is required by law.

25. Contact Us

Questions regarding shipping, tracking, delivery, or an existing order may be directed to:

Legal Business Name: Apostol Enterprises LLC
Store Name: Hartwell Co.
Website: tryhartwell.co
Email: support@tryhartwell.co
Mailing Address: 30 N Gould St, Ste R, Sheridan, WY 82801

The mailing address above is not necessarily a product-return facility.

Do not mail products to this address unless Hartwell Co. has approved the return and specifically confirmed that this is the correct return destination.