Shipping policy

Shipping Policy

Last updated: June 14, 2026

Welcome to PrimeHaven! We highly appreciate your visit and your order. Below are the terms and conditions of our Shipping Policy.

Shipping Times

Please allow 3–4 business days for us to process and ship your order. Items may take time to ship out due to factors such as processing, packaging, and carrier pickup, and timing may vary depending on the specific product and current order volume. We strive to process orders as quickly as possible.

During peak seasons or high-volume periods, processing and shipping times may experience slight delays. In these cases, we will notify you via email with any updates to your estimated delivery time. We appreciate your understanding and patience.

Once your order has shipped, you can expect it to arrive within 7–15 business days. Please keep in mind that shipping times may vary based on your location and other circumstances beyond our control.

Customs, Duties, and Taxes

For international shipments, any customs duties, taxes, or other fees applied during or after shipping are the customer's responsibility. PrimeHaven is not liable for any additional charges that may be incurred upon arrival in the destination country.

Order Tracking

Once your order has shipped, you will receive a confirmation email containing tracking information. You can use this tracking number to monitor the status of your shipment and estimated delivery date.

Address Accuracy & Changes

It is the buyer's responsibility to ensure the shipping address entered is correct. Because we work to process and ship quickly, there is only a small window to correct an incorrect shipping address (usually around 12 hours). Please contact us immediately if you believe you have provided an incorrect shipping address.

Damaged, Lost, or Missing Orders

We are not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, please take the following steps before contacting us:

  • Packages are sometimes delivered by someone other than your regular carrier and may be left in an unexpected spot — check next to the garage, on your front steps, or just below your mailbox.

  • Check with neighbors, family members, or anyone who might have accepted the delivery on your behalf.

  • Contact your local post office or carrier with your tracking number; they may be able to provide additional information about the delivery.

If your package remains missing after these steps, please reach out to us within 15 days of the marked delivery date, and we will assist you further. All packaging materials and damaged goods must be saved in order to file a claim. If your order shows as delivered but has not been received, please reach out within 15 days so we can arrange a replacement. Requests received beyond that timeframe unfortunately cannot be entertained.

Received an Incomplete Order

If you've received an incomplete order or are missing items, please email shop@tryprimehaven.com. Include your name, order number, email address, a written explanation of the issue, and a picture of the item you received. In this instance, we will ship a replacement of the correct order to you. Refunds will not be issued for this scenario. This must be requested within 15 days of the tracking showing the order as delivered. Any request beyond 15 days unfortunately cannot be entertained.

Received the Wrong Product

If you received the wrong product, please email shop@tryprimehaven.com. Include your name, order number, email address, a written explanation of the issue, and a picture of the item you received. In this instance, we will ship a replacement of the correct order to you. Refunds will not be issued for this scenario. This must be requested within 15 days of the tracking showing the order as delivered. Any request beyond 15 days unfortunately cannot be entertained.

Late Arrival of Order

While we try our best to ensure timely delivery, we cannot guarantee delivery by a specific date due to circumstances beyond our control, such as severe weather, carrier delays, and inventory issues. We are unable to refund for items not being delivered by a specific date, special occasion, or holiday. Once an order has shipped, we are no longer able to edit or cancel the order.