Shipping and Delivery Policy

Shipping and Delivery Policy

Effective Date: 3/23/26

1. Introduction

At Havenscape Outdoors, we understand that purchasing a luxury wellness product is a significant investment. Our shipping and delivery process is designed to match the caliber of the products we offer — careful, professional, and transparent from start to finish. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, https://havenscapeoutdoors.com.

2. Shipping Destinations

  • Countries We Ship To: United States
  • Future Expansion: We are continually working to expand our shipping destinations. Please check back regularly for updates.

3. Shipping Costs

  • Domestic Shipping: United States

  • Shipping Costs: We believe in straightforward, transparent pricing. Shipping costs are determined entirely by the weight of the items in your order:

    • Standard Accessories (0.0001 lb – 10.00 lbs): Free Shipping

    • Luxury Wellness Equipment (10.0001 lbs and above): $4,500.00 Flat-Rate Freight Shipping

4. Order Processing Time

  • Order processing takes 1–3 business days: (Monday to Friday, excluding holidays).
  • Order Cut-Off Time: Orders placed before 5:00 PM CST will begin processing the same day.
  • Shipping takes 7–14 business days. (Monday to Friday, excluding holidays). 
  • Total delivery time is 8–17 business days.
  • Weekend and Holiday Orders: Orders placed on weekends or public holidays will be processed on the next business day.

5. Estimated Delivery Time

  • Domestic Shipping — Standard Shipping: 7–14 business days
  • Notes: Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues.

6. Shipping Methods and Carriers

Due to the size and weight of our products — including infrared saunas, cold plunge tubs, hot tubs, and golf simulator systems — all orders are shipped via freight carrier. Standard freight delivery includes:

  • Curbside delivery to your address
  • Advance scheduling call from the freight carrier
  • Tracking updates throughout transit
  • Shipment Tracking: All orders include tracking information, which will be provided via email once your order has shipped.
  • Insurance: Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly at statusstyle@havenscapeoutdoors.com.

7. Order Tracking

  • Tracking Information: After your order has been shipped, you will receive an email containing:
  • Tracking Number
  • Carrier Name
  • Link to Track Your Package
  • How to Track Your Order: Visit havenscapeoutdoors.com or the carrier's website and enter your tracking number to view the status and estimated delivery date.
  • Assistance: If you have questions or need assistance with tracking, please contact our Customer Service.

8. Delivery Issues

8.1 Delayed or Lost Packages

  • Delayed Delivery: If your package is delayed beyond the estimated delivery time, please contact us at statusstyle@havenscapeoutdoors.com or +1 (833) 906-7733.
  • Lost Packages: If your tracking information indicates that your package was delivered but you have not received it:
  • Verify the shipping address provided.
  • Check with neighbors or building management.
  • Contact us for further assistance.

8.2 Damaged Packages

  • Reporting Damage: If your package arrives damaged:
  • Take photos of the damaged packaging and items.
  • Contact us within 7 days at statusstyle@havenscapeoutdoors.com.
  • Resolution: We will work with you to arrange a replacement or refund as appropriate.

9. Missing Items

  • Reporting Missing Items: If any items are missing from your order:
  • Contact us within 7 days of receiving your package.
  • Provide your order number and details of the missing item(s).
  • Resolution: We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.

10. Return and Refund Policy

  • Return Window: Returns are accepted within 30 days of receiving your order.

  • Items must be unused, undamaged, and in their original packaging.

  • Certain items (e.g., custom or special-order products) may not be eligible for return.

  • Return Shipping Costs: For all "change of mind" returns, Havenscape does not charge the customer for it. 

  • Restocking Fees: Havenscape Outdoors does not charge restocking fees.

  • Defective or Damaged Items: If your product arrives damaged or defective, we will cover 100% of the return shipping costs and provide a full replacement or a 100% refund at no cost to you.

  • Refund Processing: Once we receive and inspect your return, refunds are processed within 14 days and issued to your original payment method.

Defective or Damaged Items

  • Reporting Window: Please inspect your order upon reception and contact us within 7 days if the item is defective, damaged, or if you receive the wrong item.

  • Resolution: If a product is confirmed defective or damaged upon arrival, Havenscape Outdoors will provide a 100% refund or a full replacement at no cost to the customer.

  • Zero Cost to Customer: We will cover all return shipping and freight costs for defective items. You will not be charged any restocking fees for damaged goods.

Returns for Damaged or Defective Items

We offer a 100% stress-free replacement or refund for any items that arrive damaged or defective. We cover all return shipping and freight costs. Please notify us at statusstyle@havenscapeoutdoors.com within 7 days of delivery with photos of the damage.

Returns for Non-Defective Items (Change of Mind)

We accept returns within 30 days of delivery. To be eligible, items must be unused and in their original packaging. For these returns, the customer is responsible for the cost of return shipping.

Exchanges

  • The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. For high-ticket freight items, please contact our support team to coordinate exchange logistics.

11. Incorrect Address

  • Address Accuracy: Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.
  • Returned Packages: If a package is returned to us due to an incorrect address, we will contact you to arrange reshipment. Additional shipping charges may apply.

12. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

Our customer service team is available Monday to Friday, 9 AM to 5 PM CST.

13. Changes to This Shipping Policy

We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the website. We encourage you to review this policy periodically.

Thank you for shopping with Havenscape Outdoors. We appreciate your business and are committed to providing you with exceptional service.