Terms & conditions

Pre-order terms, delivery expectations, and our refund policy

Last updated July 13, 2026

These terms apply to every Hearth & Hollow SD pre-order. By placing an order you confirm that you have read, understood, and agreed to them. Please read the sections on property care and refunds closely, since our displays are built from natural, perishable materials.

01Pre-orders and payment

All orders are paid in full at the time of ordering. We do not take deposits or offer payment plans. Your payment reserves one of a limited number of delivery slots for the season.

• Prices are listed per package and are in US dollars.
• The early-bird discount of 10% applies only to packages priced $349 and above (Harvest Porch, Autumn Glow, and Grand Harvest) on orders placed through August 31, 2026. It does not apply to the Pumpkin Porchlet.
• Breakdown and removal is included on Autumn Glow and Grand Harvest, and is available as a $79 add-on at checkout on Pumpkin Porchlet and Harvest Porch.
• A fall wreath is included on Grand Harvest, and is available as a $79 add-on at checkout on Pumpkin Porchlet, Harvest Porch, and Autumn Glow.
• We do not collect sales tax at checkout. Applicable taxes are paid by Hearth & Hollow SD when we purchase materials.

02Delivery slots and scheduling

We intentionally keep our season small so every porch gets real attention. Slots are limited and sold on a first-come basis. Once the season is fully booked, ordering closes.

• Deliveries and installations begin Friday, September 11, 2026, the week after Labor Day, and run across three installation weekends (September 11 to 13, 18 to 20, and 25 to 27).
• You select your preferred delivery window at checkout, subject to availability. Each window holds a limited number of installations and closes once it is full.
• If you choose Earliest available, we assign you the soonest window that still has room and confirm it with you by email before we install.
• We arrive and complete your installation within the window you selected. We cannot guarantee a specific arrival time inside that window, since we route by neighborhood and install times vary.
• If we ever need to move you off your selected window, we will contact you first and you may cancel for a full refund if the new window does not work.
• We will request a photo of your porch or entry in your confirmation email. This helps us design to your actual space. Delays in providing it may delay your install.
• You do not need to be home, but we do need clear, lawful access to the porch or entry area on the scheduled day.
• Severe weather or circumstances beyond our control may require rescheduling. We will always communicate a new window as quickly as possible.

03Design, placement, and access

Every display is designed on site and styled to your home. Final composition and placement are made at our professional discretion, informed by your space, your photo, and any preferences you share with us.

We make our best effort to design and place all products in a way that:

• Maintains safe, continued access to walkways, steps, doors, and entries.
• Keeps paths clear and avoids creating trip hazards or obstructions.
• Avoids harm or damage to existing landscaping, plantings, irrigation, hardscape, and property.

If you have specific placement needs, accessibility requirements, sprinkler zones, or areas to avoid, please tell us before your install date so we can design around them.

04Natural materials and care of your property

Our displays use real, living, perishable materials, including pumpkins, gourds, mums, straw, pampas grass, and other natural elements. Please understand the following before ordering:

• Natural variation is expected. No two pumpkins, gourds, or mums are identical in size, shape, or color.
• Organic materials will age over the season. They may soften, shed, drip, wilt, discolor, decompose, or attract insects, birds, rodents, or other wildlife.
• Straw, soil, plant matter, and natural moisture can leave residue behind.

05Defective items and replacements

We hand-select every piece and want your display to look its best. If an item arrives defective, or fails unusually early in a way that is clearly not normal seasonal aging, contact us and we will look into it.

• Please report the issue within 3 days of your installation, with a photo of the item where possible.
• If we determine the issue is legitimate, we may offer a partial replacement of the specific defective item, at our discretion.
• Replacement of a defective item is the sole remedy offered. Normal aging, weather effects, wildlife or pest damage, and natural variation are not considered defects.
• Cash refunds are not offered once a display has been delivered and installed.

06Cancellations and refunds

• Cancellation requests must be made in writing to contact@HearthandHollowSD.com and are effective when we confirm receipt.
• After the 7 day window closes, orders are non-refundable. At that point materials have been sourced and your delivery slot has been held and removed from availability.
• No refunds are offered once your display has been delivered and installed, in whole or in part.
• Approved refunds are returned to the original payment method and may take 5 to 10 business days to appear.
• If we are unable to complete your installation for any reason on our side, you will receive a full refund.

07Breakdown and removal

• Breakdown and removal is included on Autumn Glow and Grand Harvest, and available for $79 on Pumpkin Porchlet and Harvest Porch.
• Removal takes place after Thanksgiving. We contact you by email to schedule your removal window, the same way we schedule your installation.
• If removal was not purchased, disposal of all materials is the responsibility of the homeowner.
• We remove our materials and tidy the area. Removal does not include pressure washing, deep cleaning, stain treatment, or landscape restoration.

08Safety

Seasonal decor is not a toy or play structure. Please keep children and pets from climbing on bales, crates, or stacked arrangements. Lanterns with candles, where included, should never be left burning unattended. Natural materials may attract pests and should not be consumed.

09Service area

We deliver only within our published San Diego service area: Del Cerro and Allied Gardens 92120, Mission Trails 92119, La Mesa 91942, Casa de Oro and Mount Helix 91941, and Tierrasanta 92124. Orders placed for addresses outside this area cannot be fulfilled and will be refunded in full.

10Photography

We may photograph completed installations for our portfolio, website, and social media. Photos focus on the display itself. If you prefer that we not photograph your home, simply let us know and we will honor that.

11How we contact you

By placing an order you agree that we may contact you by email, phone, and text message (SMS) at the contact details you provide. This is how we run your order, so we ask you to keep these open:

• Email. Your receipt and pre-order confirmation, our request for a photo of your entry, delivery and removal scheduling, and occasional seasonal updates about the studio.
• Phone. Calls about your order, your delivery window, or anything we need to confirm on install day.
• Text message. Short service messages such as delivery window reminders or a note that our team is on the way.

Message and data rates may apply and message frequency varies. You may opt out of text messages at any time by replying STOP, and you may unsubscribe from marketing email using the link in any message. Please note that opting out of service messages may limit our ability to coordinate your delivery or removal.

We do not sell, rent, or share your contact information with third parties.

12Questions

We are a small family studio and we would rather talk it through than have you wonder. Reach us any time at contact@HearthandHollowSD.com.