Frequently Asked Questions

Find quick answers about EarthySet products, ordering, payment, shipping, returns, refunds, cancellations, and order tracking. For full details, please see the policy page linked in each answer.

What does EarthySet sell?

EarthySet is an online store for outdoor furniture, including Solerno heated seating sets, chairs, sofas, dining pieces, and coffee and side tables. Product details, options, and prices are shown on each product page.

What product categories do you offer?

Our categories are Chairs & Ottomans, Coffee & Side Tables, Dining, and Heated Seating. You can browse them from the Shop page or from Our Collection in the footer.

How do I place an order?

Choose a product, select any available options, add it to your cart, and proceed to checkout. Please check your shipping and billing information carefully before placing your order, as we are not responsible for delays or losses caused by an incorrect shipping address.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, JCB, Discover, Diners Club, and Apple Pay. Please see our Payment Policy for details.

Do I have to pay in full at checkout?

Yes. All payments must be made in full at the time of purchase. We do not offer payment plans or installments.

Where do you ship, and what does shipping cost?

We ship within the United States only. We do not offer international shipping at this time. Standard shipping is free, with no additional fees at checkout for standard delivery. Please see our Shipping Policy.

How long will my order take to arrive?

Orders are processed within 0 to 2 business days (Monday to Friday). Orders placed after 5:00 PM (EST) are processed on the next business day, and orders are not processed or shipped on weekends or public holidays. Transit takes 3 to 5 business days, for a total delivery time of 3 to 7 business days. Delivery times may vary by location and carrier delays.

How can I track my order?

When your order ships, we send a shipping confirmation email with your tracking number. You can also track your order on our Order Tracking page using your Order ID and the billing email from your order confirmation.

What should I do if I have not received a tracking email?

If you have not received a tracking email within 2 business days of placing your order, please contact us and we will help you.

Can I change or cancel my order?

You can cancel your order within 30 minutes of placing it by emailing [email protected]. Once an order has shipped, it cannot be canceled, but eligible items may be returned under our Refund & Return Policy. If your shipping address is incorrect, please contact us as soon as possible; address changes are handled case by case. Please see our Cancel Order Policy.

What is your return policy?

You may return eligible items within 30 days of the delivery date. Items must be unused, in their original condition, and returned in their original packaging, including all parts, manuals, and accessories, with proof of purchase. We do not accept returns beyond the 30-day window. Please see our Refund & Return Policy.

How do I return an item?

Returns are handled by mail only; we do not offer in-store returns for online purchases at this time. Repack the item securely, attach the prepaid return shipping label provided for eligible returns, and drop it off at the carrier location shown on the label. If you misplace the label, please contact us for a replacement. If a return is due to a customer ordering error or a change of mind, return shipping costs may be deducted from the refund.

Is there a restocking fee?

No. There is no restocking fee for returns that meet our return criteria, except for the customer-error or change-of-mind return shipping deduction described above.

What should I do if my item arrives damaged or defective?

Please take clear photos of the item and its packaging and contact customer service within 7 days of delivery, sending the photos and your order details to [email protected]. Claims made after 7 days, or without photographic proof, may not be eligible for a refund, replacement, or credit.

When and how will I receive my refund?

Please allow up to 7 business days after we receive and inspect your return for your refund to be processed. Refunds are issued to the original payment method used during checkout. The same 7-business-day processing time applies to refunds for canceled orders.

How can I contact EarthySet?

You can reach us through our Contact Us page, by email at [email protected], or by phone at +1 212 645 6547. Our business days are Monday-Saturday, from 10:00 AM to 7:00 PM (EST), and our support team responds to all inquiries within 24 hours. Our address is 270 W 17th St, New York, NY 10011.