Shipping Policy

1. Introduction

This Shipping Policy explains how Haven & Whiskers processes, produces, ships and delivers personalised products. Because every item is made to order, production begins only after your order is ready to enter production and may differ from standard retail shipping.

2. Order Processing

Once your order is placed, we review the information and photographs provided. If additional information or better-quality photographs are required, we will contact you before production begins. Orders cannot move into production until all necessary information has been received.

3. Artwork Creation

Our artists first create your personalised artwork. Physical products are not printed or manufactured until the artwork has been completed. If you purchase the Artwork Preview add-on, production will only begin after you have approved the preview. The time taken for customers to respond to approval requests will extend the overall production timeline.

4. Production Times

Most orders are completed and dispatched within approximately one week. During periods of exceptionally high demand, production may take up to two weeks. These timeframes are estimates and may vary depending on order volume, requested revisions, public holidays or other operational factors.

5. Skip the Line

If you purchase Skip the Line, your order receives priority within our production queue. This service speeds up production only and does not guarantee a particular shipping or delivery date.

6. Shipping Times

After dispatch, delivery times depend on the destination country and the selected shipping method. In most cases customers receive their orders within approximately one week from dispatch, although some international destinations may require additional transit time.

7. Shipping Costs

Shipping costs are calculated at checkout based on your delivery destination and selected shipping method. We offer free standard shipping on eligible orders over $90 USD. If your order does not qualify for free shipping, the applicable shipping fee will be displayed before payment is completed.

8. Tracking Information

When your order has been shipped, you will receive a confirmation email containing tracking information where available, allowing you to monitor your shipment.

9. International Shipping

We proudly ship to customers worldwide. International shipments may be subject to customs inspections or import procedures that are outside our control and may affect delivery times.

10. Customs, Duties and Taxes

Any customs duties, import taxes or other governmental charges imposed by the destination country remain the responsibility of the customer unless expressly stated otherwise on our website.

11. Delivery Delays

Although we aim to meet our estimated delivery times, delays may occur because of severe weather, customs processing, carrier disruptions, peak shopping periods, public holidays or other events beyond our reasonable control.

12. Incorrect Shipping Information

Customers are responsible for ensuring that the shipping address provided at checkout is accurate. If an incorrect address results in a failed delivery or returned parcel, additional shipping charges may apply for reshipment.

13. Lost or Damaged Parcels

If your parcel is lost or arrives damaged, please contact us as soon as reasonably possible and provide any supporting information or photographs. We will work with the shipping carrier to investigate and determine the appropriate resolution.

14. Digital Products

Digital Download products are delivered electronically and are not subject to shipping or delivery charges. Delivery of digital files is separate from the shipment of physical products.

15. Contact Us

If you have any questions regarding shipping or delivery, please contact us at support@havenandwhiskers.com. Our team will be happy to assist you.