Shipping policy
Shipping Policy
This Shipping Policy explains how Havena processes, ships, and delivers orders for DryRise.
By placing an order with Havena, you confirm that you have read, understood, and agreed to the terms below.
Please review this policy carefully before placing your order.
Shipping Destinations
Havena currently ships exclusively within the United States.
This includes the 48 contiguous states.
Shipping to Alaska, Hawaii, Puerto Rico, the U.S. Virgin Islands, Guam, American Samoa, the Northern Mariana Islands, APO/FPO/DPO military addresses, remote locations, and P.O. Boxes may be subject to longer delivery times, additional carrier restrictions, or limited service availability.
If we are unable to ship to the address provided, we will contact you and cancel or refund the affected order when appropriate.
We do not currently offer international shipping. International orders placed in error may be cancelled and refunded.
Free Standard Shipping
Havena offers free standard shipping on all eligible DryRise orders within the United States.
No minimum order value is required.
Free standard shipping applies to:
DryRise orders
Multi-unit DryRise orders
Add-on items ordered together with DryRise
Any optional upgraded shipping fees, priority processing fees, shipping protection fees, or other paid delivery services are non-refundable unless required by law.
For information about returns and refunds, please review our Return & Refund Policy.
Digital Guide Delivery
The Dry Nights Guide, included with every DryRise order, is not shipped.
It is sent as a PDF to the email address used at checkout right after your order is placed.
If it has not arrived within 24 hours, please check your spam, promotions, or junk folder first.
Still can't find it? Contact us at:
havenastore.help@gmail.com
Use the subject line:
Guide Request — Order #[Your Order Number]
We will resend it to you.
Order Processing Time
Orders are typically processed within 24 hours after the order has been successfully placed and payment has been confirmed.
Orders placed on weekends or U.S. federal holidays may begin processing on the next business day.
Processing may take longer in limited circumstances, including:
Payment review or fraud screening
Incomplete or incorrect shipping information
Address correction requests
High-volume promotional periods
Black Friday, Cyber Monday, holiday sales, or major product launches
Inventory verification
Severe weather or natural disasters
Public health emergencies
Labor disputes or carrier disruptions
Other circumstances outside Havena’s reasonable control
You will receive a shipping confirmation email with tracking information after your order has been packed and handed to the carrier.
Please check your spam, promotions, or junk folder if you do not see the shipping confirmation email.
Estimated Delivery Time
Standard delivery usually takes 7–10 business days after dispatch.
The estimated timeline is:
Order processing: Approximately 24 hours
Standard shipping: 7–10 business days after dispatch
Business days generally exclude Saturdays, Sundays, and U.S. federal holidays.
Orders shipped to Alaska, Hawaii, Puerto Rico, U.S. territories, APO/FPO/DPO addresses, P.O. Boxes, and remote locations may take longer depending on carrier coverage and local delivery conditions.
All delivery dates are estimates rather than guarantees.
Havena is not responsible for delays caused by carriers, severe weather, incorrect customer-provided information, or other circumstances outside our reasonable control.
Tracking Your Order
Every physical order is shipped with tracking information when tracking service is available for the destination.
Your tracking number will be sent to the email address used at checkout after your order has been dispatched.
Tracking information is provided and updated by the carrier.
It may take between 24 and 72 hours after dispatch for tracking information to begin showing movement. This is normal and does not necessarily mean the package has been delayed or lost.
If your tracking has not updated for more than 7 consecutive business days after the first carrier scan, contact us at:
havenastore.help@gmail.com
Use the subject line:
Tracking Issue — Order #[Your Order Number]
Please include your order number and tracking number so we can review the shipment more quickly.
Carrier Delays
After an order has been handed to the carrier, Havena no longer has direct physical control over the package.
Delivery may be delayed because of:
Carrier service interruptions
Carrier capacity or operational issues
Severe weather
Hurricanes, floods, wildfires, earthquakes, or other natural disasters
Public health emergencies
Labor strikes or work stoppages
Failed delivery attempts
Incorrect or incomplete shipping addresses
Address changes requested after dispatch
Delays at regional sorting or delivery facilities
Holiday shipping volume
Other circumstances outside Havena’s reasonable control
A carrier delay does not automatically qualify an order for cancellation, refund, or replacement.
A refund or replacement may be considered after the carrier investigation has been completed and the package has been officially confirmed as lost.
Shipping Address Responsibility
Customers are responsible for providing a complete, accurate, and deliverable shipping address during checkout.
Before submitting your order, please verify:
The recipient’s full name
Street address
Apartment, unit, suite, or building number, where applicable
City
State
ZIP code
Email address
Phone number, where required by the carrier
If you notice an error in your shipping address, contact us as soon as possible at:
havenastore.help@gmail.com
Use the subject line:
Address Change — Order #[Your Order Number]
We will make a reasonable effort to update the address before dispatch, but address changes are not guaranteed.
Because orders are normally processed within 24 hours, you should contact us immediately after noticing an address error.
Once an order has entered fulfillment, been packed, shipped, or handed to the carrier, the shipping address may no longer be changed.
Havena is not responsible for orders shipped to an incorrect, incomplete, outdated, or undeliverable address entered by the customer.
If tracking confirms that the package was delivered to the address entered during checkout, we may be unable to provide a refund or free replacement.
Incorrect or Incomplete Addresses
If a package is returned to us because the address was incorrect, incomplete, outdated, or undeliverable, we may offer one of the following options after receiving the returned package:
Reship the order after the customer pays any applicable reshipping fee
Issue a refund for the eligible product amount, minus any carrier return fees or other non-refundable charges where permitted by law
If the package is not returned to us, we cannot guarantee a refund or replacement.
If the address error was caused by Havena rather than information entered by the customer, we will correct the issue at no additional cost.
Undeliverable, Refused, or Unclaimed Packages
If a package is refused, rejected, left unclaimed, or returned as undeliverable, we may process a refund after the package has been returned to us and inspected.
Any return shipping charges, address correction fees, or other carrier charges may be deducted from the refund where permitted by law.
If the package is not returned to us, we cannot issue a refund or replacement.
Refusing delivery does not automatically qualify the order for a full refund.
Lost Packages
A package may be considered lost in transit when:
It has not been delivered after the estimated delivery window and reasonable additional investigation time
Tracking has stopped updating for an extended period
The carrier has completed an investigation
The carrier officially confirms that the package cannot be located or delivered
If you believe your package may be lost, contact:
havenastore.help@gmail.com
Use the subject line:
Lost Package — Order #[Your Order Number]
Please include:
Your order number
Your tracking number
The shipping address used at checkout
A short explanation of the issue
We may open an investigation with the carrier.
Carrier investigations typically take between 5 and 10 business days, although the exact timeframe depends on the carrier and circumstances.
We do not normally issue refunds or replacement orders while:
The package remains within the standard 7–10 business-day delivery window
Tracking continues to show normal movement
The carrier investigation remains open
The package is delayed but has not been declared lost
If the carrier confirms that the package is lost, Havena may provide an appropriate resolution, including:
A free replacement order
Store credit
A refund to the original payment method
The available resolution may depend on inventory, carrier findings, and the circumstances of the shipment.
Packages Marked as Delivered
An order is considered delivered when the carrier tracking shows that it was delivered to the shipping address provided during checkout.
Carrier tracking and delivery confirmation are treated as the official delivery record.
Havena is not responsible for packages that are lost, stolen, misplaced, or removed after the carrier marks them as delivered.
This may include:
Porch theft
Packages taken from a lobby, mailroom, front desk, doorstep, or mailbox
Packages accepted by another household member
Packages accepted by a neighbor or building employee
Packages misplaced by roommates, family members, reception staff, or building management
Packages delivered to an incorrect address entered by the customer
If tracking shows that your package was delivered but you cannot locate it, please:
Check around the delivery location
Ask household members
Ask nearby neighbors
Contact your building’s front desk or mailroom
Contact the carrier directly
Review any delivery photo provided by the carrier
File a carrier claim where available
File a police report if theft is suspected
Havena will provide available tracking and delivery information to support your investigation.
A package marked as delivered does not automatically qualify for a refund or replacement.
Damaged Packages or Products
If your DryRise order arrives visibly damaged, defective, incomplete, or incorrect, contact us within 7 days of delivery at:
havenastore.help@gmail.com
Use the subject line:
Damaged Order — Order #[Your Order Number]
Please include:
Your order number
Photos of the outside of the shipping package
Photos of the inside packaging
Clear photos or video showing the damaged or incorrect item
A short description of the issue
Examples may include:
A sensor, alarm unit, or charging case arriving cracked, broken, or visibly damaged
A manufacturing defect present at delivery
A sensor clip that is broken or does not hold
Damage to the screen, buttons, or controls of the alarm unit
A damaged charging port or other physical component
Receiving the wrong product
Receiving the wrong quantity
Missing physical components listed as included with the order
Visible transit damage to the package or product
If the issue is confirmed, we may offer:
A replacement
Store credit
A refund
We may request additional photographs, packaging information, or return of the affected item before issuing a replacement or refund.
Damage caused after delivery through misuse, excessive force, alteration, disassembly, chemicals, fire, a washing machine or dryer, full submersion, or use inconsistent with the product’s intended purpose is not considered shipping damage.
Missing Items
If your order arrives without one or more physical components listed as included with your purchase, contact us within 7 days of delivery.
Please send:
Your order number
A description of what is missing
Clear photographs of everything received in the package
If the issue is confirmed, we will determine the appropriate resolution.
Multiple Items and Split Shipments
Orders containing multiple DryRise units or add-on items may occasionally be shipped in separate packages.
When an order is split into multiple shipments:
You may receive more than one tracking number
Different packages may arrive on different days
One delivered package does not necessarily mean the full order has been delivered
Remaining items will continue through the applicable delivery process
Receiving only one part of a split shipment does not qualify the entire order for cancellation, refund, or payment dispute while the remaining shipment remains in transit.
Contact us if all tracking numbers show delivery but one or more physical items are still missing.
Replacement Shipping
Approved replacement orders for confirmed damaged, defective, incomplete, or incorrect items are generally processed within approximately 24 hours and shipped using standard delivery.
Standard replacement delivery normally takes 7–10 business days after dispatch.
Replacement shipping time may vary because of inventory availability, remote destinations, carrier delays, or other circumstances outside our control.
A replacement does not automatically restart or extend the original 60-day guarantee period unless otherwise required by law.
Please review our Return & Refund Policy for complete terms.
Order Changes
Requests to change the order quantity, product selection, shipping address, or other order details must be submitted as soon as possible after checkout.
Contact:
havenastore.help@gmail.com
Use the subject line:
Order Change — Order #[Your Order Number]
Because orders are processed within 24 hours, we cannot guarantee that changes can be completed before fulfillment begins.
Once an order has been packed, shipped, or handed to the carrier, we may be unable to make changes.
Order Cancellations
To request an order cancellation, contact us immediately at:
havenastore.help@gmail.com
Use the subject line:
Cancellation Request — Order #[Your Order Number]
Orders may only be cancelled before they enter fulfillment, are packed, shipped, or handed to the carrier.
Because orders are normally processed within 24 hours, cancellation requests should be submitted as soon as possible.
Submitting a cancellation request does not guarantee that the order can still be cancelled.
Once an order has entered fulfillment or has been shipped, it cannot be cancelled.
After delivery, you may request an eligible return under our Return & Refund Policy.
Delivery Delays Beyond the Estimated Timeframe
The standard 7–10 business-day delivery timeframe is an estimate.
If your shipment has not arrived after the estimated delivery period:
Review your tracking information.
Allow time for delayed carrier scans.
Check that the shipping address is correct.
Contact the carrier where appropriate.
Contact Havena if tracking has not updated for more than 7 consecutive business days.
If we are unable to ship your order within the timeframe communicated at checkout, we may contact you with available options, including:
Agreeing to a revised delivery timeframe
Waiting for delayed inventory
Cancelling the affected unshipped order for a refund where applicable
Chargebacks and Shipping Disputes
If you experience a shipping or delivery issue, please contact us before opening a chargeback or payment dispute:
havenastore.help@gmail.com
We can assist with:
Tracking issues
Carrier delays
Lost package investigations
Damaged orders
Missing items
Incorrect deliveries
Address issues
Replacement shipments
If a chargeback is opened while we are already investigating or resolving the issue, we may be unable to issue a direct refund because the transaction may be placed under review by the bank or payment provider.
In response to a shipping-related chargeback, Havena may provide relevant records to the bank or payment provider, including:
Order confirmation
Checkout details
Customer contact information
Shipping address entered during checkout
Tracking number
Carrier tracking history
Proof of shipment
Delivery confirmation
Delivery date and time
Delivery photograph or GPS information, where available
Customer communication history
This Shipping Policy
Our Return & Refund Policy
Evidence that the shipping terms were available before purchase
Records of any replacement, refund, or support provided
Opening a chargeback does not automatically override this Shipping Policy, our Return & Refund Policy, or the terms accepted during checkout.
Events Outside Our Control
Havena is not responsible for delays or failure to deliver caused by circumstances outside our reasonable control.
These circumstances may include:
Severe weather
Natural disasters
War or civil unrest
Government restrictions
Public health emergencies
Carrier network failures
Labor strikes
Power outages
Cybersecurity incidents
Transportation interruptions
Supplier or fulfillment-center disruptions
We will make reasonable efforts to communicate significant delays and provide available options where appropriate.
Contact Us
For shipping, tracking, delivery, damaged order, or missing item questions, contact us at:
havenastore.help@gmail.com
Customer support response time is normally 1–2 business days, Monday through Friday, excluding U.S. federal holidays.
Please include your order number in the subject line so we can assist you more quickly.
Policy Changes
Havena may update or modify this Shipping Policy from time to time.
The policy version published on our website at the time your order was placed will normally apply to that order, unless applicable law requires otherwise.
By completing a purchase from Havena, you confirm that you have read, understood, and agreed to this Shipping Policy.