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.
After careful consideration, HAVEN has closed both our Vancouver and Toronto brick-and-mortar locations, in the interest of public health and well-being. This closure took effect on March 16th and will continue until further notice.
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.
Additionally, we are happy to provide complimentary domestic shipping to your preferred address for all our Canadian customers. Online orders may experience delays of 3-5 business days before shipping as our teams adjust to the rapidly changing landscape caused by the COVID-19 pandemic. All current in-store pick up order can be shipped free of charge; please contact us for more details.
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]
Any access or use of HAVEN/havenshop.com signifies your consent to the following policies, terms and conditions. Prior to taking any legal action or raising any external dispute, please contact us at HAVEN directly and notify us of the nature of your issue with the view of reaching a mutually agreeable solution.
Payments and Charges
We accept all major credit cards (American Express, Visa and MasterCard) in addition to PayPal, Google Pay, Apple Pay, WeChat Pay, Alipay & Sezzle Interest-Free Installment Payments. 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, & Sezzle Interest-Free Installment Payments options are presented at the final step of checkout.
When an order is placed on havenshop.com and payment is confirmed, you will receive an email confirming the order and the billing details. Order acceptance occurs when the funds have been received and the product(s) have been dispatched to you.
All Canadian orders are subject to GST (5% tax) and applicable provincial taxes. Provincial taxes are assessed based on the shipping address of your order. When ordering goods from HAVEN internationally, your order may also be subject to import duties and/or taxes. HAVEN is not responsible for any charges that are incurred from customs, duties or taxes whatsoever. Any additional charges for customs clearance are considered outside of our control, and HAVEN cannot predict the value of what these charges may be. For further information on custom and excise tax policies in your country, please contact your local customs office.
HAVEN reserves the right to amend prices on the website. Despite our endeavour to maintain accurate and correct pricing on the website, there may be mistakes from time to time. If there is a mistake, you will be notified by email before your order is dispatched to you.
Shipping costs are not included in the prices of our products. Shipping costs are determined by the requested shipping address, shipping method and the value of your order. In some cases, due to the size or weight of particular item(s) in an order, additional shipping charges may apply. In these circumstances, customers will be notified via email and asked to pay additional shipping and handling charges.
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. 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, keep in mind that our business hours are 11AM – 7PM (PST) Monday – Saturday, 12PM – 5PM (PST) Sundays and holidays.
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.
Returns and Exchanges
Returns or exchanges must be completed within 7 days for all in-store purchases. For online orders, a return or exchange must be requested within 7 days of delivery as indicated by the customer’s provided tracking number, or within 7 days of being contacted for an In-Store Pickup. HAVEN will not accept any returns sent by post without prior written communication and valid Return Authorization. To request a Return Authorization, please contact us at 1.604.696.6896 or email [email protected].
We ask that all returns be in unworn condition with attached tags and original packaging. Upon inspection and approval, exchange or store credit will be provided for the value of the returned item(s). No refunds. All purchases of “Release Product,” sale and discounted items, including any items discounted by the use of a promotional code, are final sale and not eligible for return or exchange. Gift cards, both physical and digital, are final sale and cannot be returned for a refund. All charges incurred as the result of a return or exchange (i.e. shipping, duties and taxes) are the customer’s responsibility. Any missing materials, damage, or other deficiencies will be the customer’s responsibility and a return may be denied or penalized once inspected. Please note that we are unable to facilitate exchanges for returns sent by post or place any items on hold for an exchange. However, once your return is received, you will be notified of your store credit and you may place a substitute order through our webstore at that time. Additional shipping charges may apply to the substitute order.
HAVEN does not assume any responsibility for the loss or damage of returned goods while they are in transit from the customer. It is the customer’s responsibility to ensure that the return item(s) are packaged and delivered intact, unworn and in original purchased condition, and we strongly recommend using an appropriate carrier with a tracking system. If any matters of liability arise, they will be dealt with and settled between the customer and the return shipping company directly.
Price Adjustments and Price Matching
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.
Release Product Policy
All orders for “Release Product” are final sale. Purchases are limited to one pair, per order, per release. Multiple orders of the same release product by the same customer are subject to cancellation, as well as orders containing more than one pair per release. No modifications, cancellations, returns or exchanges will be accepted under any circumstances once an order is submitted. Particular Release Product may not be eligible for “In-Store Pickup” and/or certain promotions and coupon codes. Any product falling within this policy will have an indication on the individual product page.
*** Due to the COVID-19 epidemic, as of Monday, March 16th, 2020 in-store pickup at HAVEN Vancouver & HAVEN Toronto has been suspended until further notice.
A free “In-Store Pickup” option is available for most orders. Simply select this as your shipping method at checkout. Note that orders for certain Release Product are not eligible for In-Store Pickup. Depending on current inventory, items for In-Store Pickup orders may require transfer to the pickup store requested. After your order is processed, please allow approximately 5-7 business days for transit. You will be contacted upon arrival.
In-Store Pickup cancellation requests must be received prior to contact. After a customer is contacted for pickup, the order is deemed as “received” and standard return policies apply. Note that Release Product orders are not eligible for cancellation, return, store credit or exchange once submitted, either before or after being contacted for pickup.
If after 7 days of pickup notification the customer cannot be reached, HAVEN reserves the right to return the item(s) to inventory and issue store credit for the order. Should additional time be required for pickup, please contact us for an extension. Be advised that an extension will not affect the 7 day return/exchange window.
Where orders are not picked up for an extended period of time, HAVEN reserves the right to consider these orders abandoned without providing a refund or store credit.
Although we try our best to ensure packages are delivered in a timely manner, shipping times may vary depending on the destination. Once a package is shipped, we have no control over how long it will take to arrive. We also have no control over international customs delays. By placing an order with us, you accept the risk that your package may be delayed during shipment for these reasons.
All domestic orders are shipped with Canada Post Expedited service. For international orders, we offer both Canada Post and FedEx services. For international Canada Post shipments, once your parcel clears customs, it will be handed over to your local shipping carrier for final delivery. 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.). For FedEx shipments, FedEx will be handling your parcel from door-to-door.
Your package may require a signature upon delivery. Should no authorized recipient be available to sign, the shipping company will leave a notice and either attempt delivery at a later time or make the parcel available for collection at a local depot or authorized location. After we have provided a tracking number, it is the customer’s responsibility to follow tracking updates provided by the shipping company and arrange for re-delivery or collection if necessary.
Nike Shipping Restrictions – Nike products are only available for purchase within Canada. International orders are subject to cancellation.
Mexico Shipping Restrictions on Footwear – Due to import restriction, for shipments of footwear to Mexico, the customer is responsible for all required documentation and customs compliance. Possession of an import license is often required to receive these goods. Should your order be returned to sender we will require the payment of additional shipping charges for redelivery. If you are no longer interested in the returned order, store credit for the product price will be provided.
Lost or Damaged Items
You understand and agree that HAVEN shall not be liable for any direct or indirect damage done by any of the services we provide. HAVEN also does not assume any responsibility for lost packages once we have shipped your order to the requested address. All items are purchased at your own risk. Any issues related to lost packages or damage caused by shipping are to be taken up by you with the shipping company directly. HAVEN will provide you with the tracking number and contact information for the shipping company as needed. Once this information is provided to you, it is your responsibility as the customer to contact and deal with the shipping company.
Returned to Sender and Unclaimed Packages
In the event that an order is returned to us marked as “Return to Sender,” “Unclaimed” or “Refused,” the customer will be contacted immediately and a postage fee will be applied for the cost of re-shipping. If the customer decides they no longer want to proceed with the order, HAVEN may provide the option for store credit or exchange for the order value less the original shipping costs and any charges incurred to accept the returned package. If the customer cannot be reached, HAVEN reserves the right to return the order, restock the item(s) and provide a store credit for the order value less the original shipping cost and any charges incurred to accept the returned package.
Where returned parcels contain Release Product, discounted items or items that have been in the postal system for so long that they are no longer sellable, and the customer cannot be reached or does not wish to pay re-shipping costs, HAVEN reserves the right to consider these orders abandoned without providing a refund or store credit.
Note that HAVEN is not responsible for the safe retrieval of returned to sender, refused or unclaimed packages.
Change of Address
If a customer asks for a package to be shipped to an address other than the one registered to the credit card used for an order, HAVEN may request additional information to verify the legitimacy of the order. If these details are not provided, HAVEN reserves the right to only ship to the billing address. Please note that if an order has already been packed and handed over to our shipping team, HAVEN is not responsible for ensuring any modifications to the shipping address. We also are unable to re-route a parcel once it has been shipped.
Cookies and Related Technologies
For all orders, HAVEN provides the option of checking out with PayPal, the most trusted internet payment processing company. When checking out with your PayPal account or through PayPal Express Checkout, all personal and credit card information is transmitted through PayPal’s secure connection.
Orders placed with a credit card without the use of PayPal are processed through Shopify Payments. As a payment processor, Shopify meets all 6 requirements of PCI compliance (Payment Card Industry Data Security Standard), and transactions processed through Shopify Payments benefit from increased controls around credit card data and reduced risk of credit card fraud.
If you have questions regarding these policies, terms and conditions, please contact us anytime.