Customer Care

Your question may be answered in our Frequently Asked Questions. If not, please reach out to our Customer Service team using the button below.

Frequently Asked Questions

Orders

Once your order has been placed, you will receive an email confirming your order. Once your order has been processed and packed, we will provide you with a shipping confirmation email that includes a tracking number. You will receive a final confirmation email upon delivery of your order.

Your order will be processed at either of our two locations – 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.

To request a modification or cancellation to your order, please contact us at 1.604.696.6896 or email info@havenshop.com 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.

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.

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.

In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed for the cost of the items minus applicable taxes and shipping.


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.

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, WeChat Pay, AliPay, Afterpay¹ & Sezzle².

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, Afterpay and Sezzle options are presented at the final step of checkout.

¹ Split your entire online purchase into 4 interest-free payments, over 8 weeks with no impact on your credit.

² Split your entire online purchase into 4 interest-free payments, over 6 weeks with no impact on your credit.

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.

Returns & Exchanges

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.

In the event of a ‘Release Product’ order returning back to sender due to an incomplete, invalid address or refused upon delivery, the customer will be contacted immediately and a postage fee will be applied for the cost of re-shipping, no Exceptions. If the customer cannot be contacted or chooses not to pay the required re-shipping postage, HAVEN reserves the right to consider the order abandoned and a 25% restocking fee will be applied towards the Store Credit issued.

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/.

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.

Shipping Information

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.

All orders are shipped with FedEx services. For FedEx shipments, FedEx will be handling your parcel from door-to-door. Orders where Canada Post is the shipping carrier, it will be handed over to your local shipping carrier for final delivery once it clears customs. Note that more detailed tracking information can often be found by tracing your parcel on the website of your local shipping carrier (i.e. USPS, China Post, UK Post, etc.).

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.

UPDATE – June 7, 2022

HAVEN Toronto: Our Toronto location is now open for in-store shopping as well as in-store pickup from Monday to Saturday; 12pm to 7pm and Sunday/Holiday; 12pm to 5pm.

HAVEN Vancouver: Our Vancouver location will continue to offer in-store shopping as well as in-store pickup from Monday to Saturday; 12pm to 7pm and Sunday/Holiday; 12pm to 5pm.

The in-store 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.

Product Information

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 info@havenshop.com or call 1.604.696.6896 during business hours.

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.

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

We are unable to provide price adjustments to reflect current discounts or promotions. Time-limited promotions cannot be applied retroactively. Additionally, while we strive to offer competitive pricing, we do not price match other retailers.

Other

Yes. We offer both a Digital Gift Card and a Physical Gift Card. Your gift card balance can be looked up here.

COVID-19

As Canada and countries around the world begin to resume normal operations, HAVEN remains dedicated to ensuring the safety of our staff and customers.

UPDATE – June 7, 2022

HAVEN Toronto: Our Toronto location is now open for in-store shopping as well as in-store pickup from Monday to Saturday; 12pm to 7pm and Sunday/Holiday; 12pm to 5pm.

HAVEN Vancouver: Our Vancouver location will continue to offer in-store shopping as well as in-store pickup from Monday to Saturday; 12pm to 7pm and Sunday/Holiday; 12pm to 5pm.

Customers shopping at HAVEN Toronto & Vancouver are encouraged to wear masks and to sanitize their hands upon entering. We will have hand sanitizer and masks on-site.

When placing an order online please select “In-store Pickup” and select your desired location. You will be contacted via email once your order is ready for pickup. 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 remain 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 the 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: info@havenshop.com.