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General information

Any access or use of HAVEN/havenshop.ca 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**. 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.

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 14 days from purchase date. We kindly ask that all valid returns must be in unworn condition with attached tags and packaging. HAVEN will not accept any returned merchandise without prior written communication and valid Return Authorization NumberĀ¹. Upon inspection and approval, Exchange or Store Credit will be provided, No Refunds. All sale items, discounted and promotional merchandise, including any discount/promo codes used are FINAL SALE and are ineligible to be returned or exchanged. This includes all iHAVEN does not accept or assume any responsibility for loss of or damage to returned goods whilst in transit from the customer. It is therefore strongly recommended customers use an appropriate carrier with a tracking or trace system.

All charges incurred as the result of an exchange or return (ie. 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 in tact, 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.

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 ‘RTS’ (return to sender) the customer will be contacted immediately and a postage fee will be applied for the cost of re-shipping. If at the time the customer decides they no longer want to proceed with the order the option for store credit/ exchange/ or refund (excluding the cost of shipping) will be offered. If the customer cannot be reached and there is no reply the order will automatically be cancelled and refunded less the original shipping cost and any duties incurred by HAVEN while accepting the RTS package.

HAVEN is not responsible for ‘unclaimed’, ‘refused’, or lost packages shipped to the stated address given for the order.

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.

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.

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