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 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.).
Before an attempted delivery by FedEx, you may change your delivery preference on the FedEx tracking number page provided or you may contact FedEx customer service directly. HAVEN is not authorized to select the delivery preference on the receiver’s behalf. Once the tracking number has been provided, it is the customer’s responsibility to follow tracking updates provided by the shipping company and arrange for re-delivery or collection from an authorized location if necessary. Once a package's tracking number is marked as delivered, HAVEN is not responsible or liable for the package.
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. We reserve the right to charge 10% of restocking fee if order is abandoned.
Mexico Shipping Restrictions on Footwear – Due to import restrictions, 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.
Shipping Insurance & Protection - Order Protection is an optional paid package protection for your online orders. When Order Protection is added to your order 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 Order Protection and receive a replacement or be fully reimbursed for the cost of the items minus applicable taxes and shipping.
*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.
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
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 curbside 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 and please follow the instructions provided in this email to receive your order.
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.