Shipping Policy

Last Updated: September 28, 2026

Thank you for shopping with Haven Home. Here's everything you need to know about how and when your order arrives.

Where We Ship

We currently ship to Canada, the United States, the United Kingdom, Australia, and New Zealand. All orders ship with full tracking.

Order Processing

Orders are processed within 1–2 business days (Monday–Friday, excluding weekends and public holidays). You'll receive a confirmation email as soon as your order is placed, and a second email with your tracking number once it ships.

Estimated Delivery Times

Destination	Estimated Delivery
🇨🇦 Canada	5-7 business days
🇺🇸 United States	5-7 business days
🇬🇧 United Kingdom	7-8 business days
🇦🇺 Australia	8-10 business days
🇳🇿 New Zealand	8-10 business days

These are estimates, not guarantees. Customs clearance, weather, and peak holiday periods can add a few extra days. We appreciate your patience.

Shipping Rates

Order Total	Shipping Cost
Under $30 CAD	Calculated at checkout
$30 CAD and over	Free

Tracking Your Order

Every order includes a tracking number, emailed to you the moment your parcel ships. Please allow 1–3 business days after shipping for tracking to become active — carriers can take a day or two to scan a new parcel.

If your tracking hasn't updated in 14 days or more, contact us and we'll open an investigation with the carrier.

Incorrect Shipping Address

Please double-check your address before completing checkout. Haven Home is not responsible for orders delivered to an incorrect address provided by the customer.

If you spot a mistake, email us immediately. If your order hasn't been processed yet, we'll do our best to update it before it ships.

Damaged or Lost Packages

Diatomite is natural stone — durable, but it can occasionally crack in transit. If your mat arrives damaged, contact us within 7 days of delivery with:

Your order number
A short description of the issue
Clear photos of the damage and the packaging

We'll ship a free replacement within 48 hours. No return required.

If your package is lost in transit, contact us and we'll work with the carrier to investigate and find the best solution.

Customs and Duties

For orders shipped outside Canada, any customs fees, import duties, or taxes levied by your country are the customer's responsibility. These charges are set by your local customs authority and are not collected by Haven Home.