[​Last Updated: December 2025]

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1. Order Processing & Cut-Off Times

   • Standard Processing: All orders are processed within 24 to 48 business hours (excluding weekends and holidays).

   • Cut-Off Time: Orders placed before 1:00 PM PST typically ship the same day. Orders placed after this time will be processed the following business day.

   • High-Volume Delays: During peak seasons or for orders requiring palletization (freight), please allow up to 72 hours for preparation.

2. Domestic Shipping Rates & Estimates
   We currently ship to addresses within the United States (including Alaska and Hawaii). We do not ship to P.O. Boxes for wholesale orders due to size/weight restrictions.

   • Standard Ground: Rates are calculated at checkout based on weight and destination.

   • Freight/LTL (Orders Over $1,000 or >150 lbs):

     • Large orders may require palletized freight delivery.

     • Liftgate & Inside Delivery: Standard freight quotes do not include liftgate service or inside delivery. If you require these services, you must notify us before shipping, or you may be billed for the additional carrier fees.

3. International Shipping
   At this time, Haven Co. does not ship to international addresses. We accept orders from international buyers only if they are shipping to a verified US-based freight forwarder. We are not responsible for damages or customs issues once the shipment is handed over to your forwarder.

4. Address Accuracy & Changes
   It is the buyer's responsibility to ensure the shipping address is 100% accurate.

   • Address Corrections: If you need to change an address after an order has shipped, carriers (UPS/FedEx) often charge a $15-$20 interception fee, which will be billed to your account.

   • Returned to Sender: If a package is returned to us due to an incorrect address, the buyer is responsible for the original shipping cost + return shipping cost + a 15% restocking fee.

5. Refused Delivery
   If a shipment is refused by the buyer at the time of delivery (for reasons other than visible damage), the buyer will be responsible for:

   • Original shipping costs.

   • Return shipping costs.

   • A 25% restocking fee.

   • These fees will be deducted from any refund issued.

6. Damages, Theft & Lost Packages (FOB Origin)
   All shipments are FOB Origin. This means title and risk of loss pass to the buyer once we hand the package to the carrier. We will still help coordinate and support carrier claims when needed.

   • Lost Packages: We are not liable for packages lost or stolen after confirmed delivery. We recommend shipping to a secure business location.

   • Carrier Delays: We are not responsible for shipping delays caused by weather, natural disasters, or carrier operational issues. Shipping fees are non-refundable for delayed deliveries.

   • Reporting Damages: Damages must be reported within 7 days of delivery with photos of the product and outer box. Keep all packaging until the claim is resolved.

7. Split Shipments
   To get your products to you faster, we may split your order into multiple shipments. You will receive separate tracking numbers for each package. You will not be charged extra shipping for split shipments unless you specifically requested a special logistics arrangement.