FAQ

What is HAVEN doing to address COVID-19?

As the COVID-19 outbreak continues, we want you to know that HAVEN is aware of the ongoing concerns, and the safety of our staff and customers is our top priority.

UPDATE –  For customers who wish to try on or return products, we are now offering appointments at HAVEN Vancouver and HAVEN Toronto from Monday to Saturday, 12 PM to 6 PM local time and Sunday/Holidays, 12 PM to 5 PM local time. See below for more information on returns and exchanges.

Book Appointment

In accordance with Canada’s latest guidelines, HAVEN Vancouver and Toronto will begin offering curbside pick-up starting Wednesday, May 27th for all online orders. Pickup time will be Monday to Friday, 12 PM to 6 PM and Sunday/Holidays, 12 PM to 5 PM local time. In accordance with public health recommendations, all staff will be wearing masks and maintaining high sanitation standards while preparing orders.

When placing an order online please select “Curbside Pick Up” and select your desired location. You will be contacted via email once your order is ready for pick up. Please follow the instructions provided in this email to receive your order.

During this time HAVENSHOP.COM operations will continue as normal. In accordance with public social distancing recommendations, all employees capable of working remotely are doing so. When processing orders, we are being diligent with cleaning and sterilization procedures to further reduce any risks. Our order fulfillment and customer service teams are working hard to provide you with the same level of customer service despite these new obstacles and will still be available to you across all of our channels, online and by phone.

As this situation continues to evolve, we at HAVEN remain committed to providing you with our same level of customer service and keeping you informed. We thank everyone for the continued support during this time.

If you have any questions or concerns regarding orders or need further information please contact our customer service team via email at: [email protected]

Do I need an account to make an order?

Signing up for an account is not necessary; however, doing so keeps you updated with your order history and tracking information, as well as our newsletter and special promotions when they become available. We often have promotions that are specifically for “followers” and registered users.

What payment methods do you accept?

Visa
Mastercard
American Express
PayPal
Apple Pay
Google Pay
WeChat Pay
AliPay
Sezzle¹
Bitcoin²

You can also pay for online orders with a HAVEN Gift Card.

Please note that registration is not required in order to place an order through PayPal Express Checkout. Additionally, note that Apple Pay may be deactivated for particular product releases. WeChat Pay, Alipay, Bitcoin, and Sezzle options are presented at the final step of checkout.

¹ Split your entire online purchase into 4 interest-free payments, over 6 weeks with no impact on your credit.

² All order refunds, where authorized by HAVEN, will be processed in the cash value of the order. We are unable to provide refunds for orders paid by Bitcoin in Bitcoin (BTC).

How do I change currency?

HAVEN processes and charges orders in Canadian currency (CAD). Note that the currency conversions provided on our website are approximations based on the most current exchange rates. These rates may differ from those actually used by your card provider. Purchases may also be subject to currency conversion fees levied by your bank.

What is your return/exchange policy?

HAVEN will gladly accept any full-priced, non-“Release Product” items for exchange or store credit within 7 days of receipt (or within 7 days of being contacted for an In-Store Pickup). We do not offer refunds. Items being returned must be in unworn condition with attached tags and packaging. HAVEN will not accept any returned merchandise without prior written communication and a valid Return Authorization. All sale items, discounted merchandise and items marked as “Release Product” are final sale and cannot be returned or exchanged. HAVEN does not assume any responsibility for lost or damaged returned goods while in transit from the customer. Therefore, we strongly recommend that customers use an appropriate carrier with a tracking system.

HAVEN stands behind the quality, workmanship and materials of all our namesake products. If a product ever fails due to a manufacturing or material defect, we will repair the product, without charge, or replace it, at our discretion. This warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use.

More information on our return policy can be found on our Policies page here: https://havenshop.com/policies/.

Does my store credit expire?

Store credit is issued in the form of a virtual gift card. This credit does not expire and can be redeemed at any HAVEN location as well as online. To redeem your credit for an online purchase, simply enter the provided gift card credentials at checkout.

What are your shipping costs and delivery times?

Shipping costs are calculated based on the shipping location, shipping method and the value of your order. Estimated shipping rates and delivery times can be seen here: https://havenshop.com/shipping-rates/. Note that these estimates do not include order processing times or potential customs delays and that they may be subject to fluctuation throughout the year.

Does HAVEN ship internationally?

HAVEN ships worldwide with the exception of select countries. For international orders, we offer both Canada Post (USA Only) and FedEx services. For Canada Post shipments shipping to the United States, once your parcel clears customs, it will be handed over to USPS for final delivery. Note that more detailed tracking information can often be found by tracing your parcel on the USPS website. For FedEx shipments, FedEx will be handling your parcel from door-to-door. 

Please note that international orders may be subject to customs fees levied by the destination country. We have no control over if, or how much you will be charged for customs, and we are not responsible for any additional charges the destination country imposes on you.

What is Route+?

Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

How do I file a claim for a lost, stolen, or damaged package?

If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim HERE.

Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

*Claims for packages marked “delivered” must be filed after 5 days and before 15 days from the date the package was marked “delivered.” Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

What is the status of my order?

Once your order has been processed and packed, you will receive an email receipt confirming your order. Following this, we will provide you with another shipping confirmation email (including tracking information) once the order is handed over to the carrier. You will receive a final confirmation email upon delivery of your order. 

I just placed an order, can I modify or cancel it?

To request a modification or cancellation to your order, please contact us at 1.604.696.6896 or email [email protected] as soon as possible. However, before contacting us, be advised that all orders placed for “Release Product” are final sale and not eligible for modification, cancellation, return or exchange once submitted. For all other cancellation requests, our online customer service department is available Monday – Friday, 9 AM to 5 PM PST, and Saturday – Sunday/Holidays 12 PM to 5 PM PST.

Once an order is submitted, HAVEN is not responsible for ensuring that it can be modified or cancelled prior to shipment. In the case of In-Store Pickup orders, cancellation requests must be received prior to the customer being contacted for pickup.

Where is my online order being shipped from?

Your order will be processed at either of our two shops – Toronto, Ontario and/or Vancouver, British Columbia – depending on current stock allocations. Accordingly, your order may be split between as many as two packages. Please note that in the case of a split order, you will receive multiple shipping confirmation emails to track each individual parcel.

Can I place an order online and do an in-store pickup?

In-store pickups are currently suspended due to the COVID-19 epidemic. However, as of Wednesday, May 27th, 2020, HAVEN Vancouver and Toronto will begin offering CURBSIDE PICKUP for all online orders. Pickup time will be Monday to Friday, 12 PM to 6 PM and Sunday/Holidays, 12 PM to 5 PM local time. In accordance with public health recommendations, all staff will be wearing masks and maintaining high sanitation standards while preparing orders.

The Curbside Pickup option is available at both our Vancouver and Toronto locations. You can select this option on the “Shipping Method” section of our checkout page. As items may need to be transferred to fulfill an In-Store Pickup order, please allow up to 7 business days for your order to be ready for pickup. Once it is ready we will send you an email notification. The credit card holder’s valid driver’s license or government photo ID and credit card used for the transaction will be required upon pickup, no exceptions.

Why has my photo ID and proof of address been requested?

Your personal online security is important to us. To ensure the legitimacy of purchases made on our webstore, we must confirm that the billing address you provide matches the address on file with your credit card company.

How can I determine my size in a garment?

We try to give the best representation of sizing on our website as possible. Please refer to our sizing chart located on the right-hand column under the description of the item you are interested in. For more assurance, please refer to the provided fit model dimensions and compare these to your own. If you still have questions, you can always email [email protected] or call 1.604.696.6896 during business hours.

How can I find out about Release Product arriving at HAVEN?

For in-demand product releases, we make best efforts to post release information as soon as it becomes available. Please follow our social media platforms (Facebook, Twitter and Instagram) for the latest Release Product details. Note that our in-store staff and customer service team typically cannot provide any further information beyond what has already been publicized on our social media platforms.

What is the typical response time to a customer inquiry?

Every customer inquiry is important to us, and we strive to have your questions or concerns resolved as promptly as possible. Response time is usually within 24 hours. If you wish to speak with a customer service representative, please call 1.604.696.6896 during regular business hours. If you email [email protected], our online customer service department is available Monday – Friday, 9 AM to 5 PM PST, and Saturday – Sunday 9 AM to 2 PM PST.

How do I stay updated with the latest news from HAVEN?

You can learn more about us and stay connected by subscribing to our Email Newsletter and by following our Facebook, Twitter and Instagram accounts.