Policies

General information

Any access or use of HAVEN/havenshop.com signifies your consent to the following terms and conditions. Prior to taking any legal or action otherwise, please contact us at HAVEN to notify us of the nature of the query. HAVEN will not accept any returns delivered to us without written communication and agreement prior to return to us.

Payments and Charges

We accept major credit cards (American Express, Visa, and MasterCard) as payment and PayPal. Please note: Registration with PayPal is NOT required to check out through PayPal Express Checkout. All Canadian orders are subject to GST (5% tax) charges. HAVEN reserves the right to amend prices on the site at any time. From time to time, despite our endeavour to maintain accurate and correct pricing on the website, there may be mistake(s). If there is a mistake, you will be notified via email before the product(s) are dispatched to you. Shipping charges are not included in the price of the product. Shipping charges are determined by the size of your order in total cost.

Orders can be accepted via email for all merchandise. When an order is placed on havenshop.ca, you will receive an email confirming the order and the billing details of the order once payment is confirmed. The order acceptance will be when the funds have been received and the product(s) have been dispatched to you.

If you would like to modify or cancel your online order, please contact us at 1.604.696.6896 or email [email protected] as soon as possible. Note that our business hours are 11AM – 7PM (PST). Be advised that once an order is placed, HAVEN is not responsible for ensuring that it can be modified or cancelled prior to shipment. Additionally, all orders placed for “Release Product” are final sale and not eligible for modifications, cancellations, returns or exchanges under any circumstances.

In some cases when items of heavy weight or irregular size are ordered, additional shipping charges may apply. In these cases, customers will be notified via email and asked to pay additional shipping and handling charges.

When ordering goods from HAVEN for international deliveries you may be subject to import duties and/or taxes, HAVEN is not responsible for any charges that are incurred from customs/duties 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 policies in your country, please contact your local customs office.

Returns and Exchanges

Returns or Exchanges may be done 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 returned merchandise 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 packaging. Upon inspection and approval, exchange or store credit will be provided. No refunds. All sale items, discounted and promotional merchandise, including any orders placed with a promotional code are final sale and not eligible for return or exchange. HAVEN does not accept or assume any responsibility for loss of or damage to returned goods while in transit from the customer. Therefor, we strongly recommend using an appropriate carrier with a tracking system.

All charges incurred as the result of an exchange or return (i.e. shipping, duties, and taxes) are the customer’s responsibility. In the case of an exchange the customer will be required to pay an additional re-shipping fee.

It is the customer’s responsibility to ensure the accuracy and correctness of the shipment, as well as the responsibility to oversee the product(s) are packaged and delivered intact, unworn and in original purchased condition (with all tags still attached). If any matters of liability arise, the matter will be dealt with and settled between the seller and the customer directly. The terms and conditions of the respective seller will apply.

Release Product Policy

All orders for “Release Product” are final sale. No modifications, cancellations, returns or exchanges will be accepted under any circumstances once an order is submitted.

Any product falling within this policy will be indicated on the individual product page.

Shipping Information

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 whether or not your package is delayed in your country’s customs office. By placing an order with us, you accept the risk that your package may be delayed during shipment for these reasons.

Lost or Damaged Items

You understand and agree that HAVEN shall not be liable for any direct or indirect damages done by any of the services we provide. All items are purchased at your own risk. Any damage caused from shipping is to be taken up by you with the shipping company. 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. Please note that international orders are shipped via regular airmail and do not come with a tracking number. We do not assume any responsibility for lost packages.

Returned to Sender (RTS) 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 at that time the customer decides they no longer want to proceed with the order, HAVEN may, at its discretion, provide the option for store credit, exchange or refund (excluding the cost of shipping) for the order. If the customer cannot be reached, HAVEN reserves the right to automatically cancel the order and provide a store credit or refund less the original shipping cost and any duties incurred by HAVEN to accept the package.

Note that HAVEN is not responsible for the safe retrieval of returned to sender, refused or unclaimed packages.

Change of Address

If in the instance a customer would like a package shipped to an address other than the one registered to the credit card it is possible that these details will need to be verified for security purposes, otherwise we reserve the right to only ship to the billing address. If the order has already been shipped and in the mail stream, the address cannot be changed and will have to wait to be RTS (returned to sender), at which time the customer will be contacted and issued a re-shipping fee.

Cookies and related Technologies

HAVEN uses cookies, tracking pixels and related technologies. Cookies are small data files that are stored on your device to aid in tracking use of the site and improving user experience.

Your browser can be set to refuse cookies or delete them after they have been stored by referring to your browser’s help section for instructions. HAVEN will not be held responsible for any function that may not operate after you delete cookies, or any damages (pecuniary or otherwise) arising from those functions not operating, or having reduced functionality.

Security

Purchases made through the HAVEN Online Store are secured through PayPal, the most trusted internet payment processing company. All personal and credit card information transmitted are handled by PayPal’s secure connection. All personal contact information transmitted to us will not be shared, sold or solicited.

If you have questions regarding these terms, please contact us anytime.