Shopping Guide

Welcome to Havenserio (hereafter “we” or “our”), your online destination for quality outdoor home products. This guide is designed to help you navigate our store, understand payment and shipping options, and manage returns or cancellations with ease.

1. Browsing and Selecting Products

• Explore our curated collection through categories and search functions.

• Click on a product to view detailed descriptions, images, and available options.

• Select quantity and add items to your shopping cart.

• Review your cart carefully before proceeding to checkout.

2. Placing an Order

1. Click Checkout and provide your billing and shipping information.

2. Confirm your order summary and ensure all details are correct.

3. Select your preferred payment method.

3. Payment Options

• We accept credit and debit cards, including Visa, MasterCard, American Express, Discover, JCB, and others.

• All payments are processed securely through trusted payment gateways.

• After payment submission, you will receive a confirmation email containing your order number, payment details, and contact information.

4. Shipping and Delivery

Delivery Area: We deliver throughout Australia. International shipping is not supported.

Shipping Fees:

• Orders over AUD 150 qualify for free delivery.

• Orders of AUD 150 or less incur a shipping fee of AUD 13.99.

Order Cut-off: Orders placed before 6:00 PM AEST/AEDT, Monday to Friday are processed the same day. Orders after 6:00 PM or on non-working days are processed on the next business day.

Processing Time: All orders require 1-3 business days for processing, including verification and packaging.

Estimated Delivery Time: Total shipping time is expected to be 5-11 business days from dispatch.

Carrier: All shipments are handled by UPS, ensuring secure and reliable delivery.

Order Tracking:

• Once your order is shipped, you will receive an email with tracking details.

• Track your order by entering your email address or phone number along with the order number on the “Order Tracking” page.

Delivery Notes:

• Inspect packages upon arrival for visible damage before signing.

• Report any damage to our customer service immediately.

5. Returns and Exchanges

Eligibility:

• Products can be returned or exchanged within 30 days of delivery.

• Eligible conditions include visible damage, functional defects, unusual odors, color discrepancies, or incorrect items. Returns without reason are also accepted within the period.

Return Process:

1. Contact our customer service via email or phone with order number, payment proof, reason for return, and relevant photos or videos.

2. We will review your request and provide a return address if approved.

3. Ship the item securely and wait for confirmation of receipt.

4. After inspection, if the item meets the return conditions, we will process your refund immediately.

Exchange Process:

1. Contact our customer service via email or phone with order number, payment proof, reason for exchange, and supporting photos or videos.

2. After approval, we will provide the return address.

3. Ship the product back and wait for our confirmation of receipt.

4. We will dispatch the replacement product to your address within 1-3 business days.

Refunds:

• Refunds are issued to the card used for payment (Visa, MasterCard).

• Typically processed within 1-3 business days after inspection.

Shipping Costs for Returns/Exchanges:

• Covered by us: Returns due to product damage, quality issues, odor, color variation, or incorrect items.

• Covered by the customer: Returns without reason.

6. Order Cancellation

• Orders can be cancelled within 48 hours if they have not been shipped.

• Contact our customer service with order number and payment proof to request cancellation.

• Orders shipped or past 48 hours cannot be cancelled; they must follow the return process after delivery.

• Refunds for cancelled orders follow the same procedure as regular returns.

7. Security and Liability

• All payments are encrypted and processed securely.

• We are not responsible for delays caused by the carrier.

• Returned or exchanged items must be packaged securely; damage during shipping may affect eligibility.

8. Contact Information

E-mail: team@havenserio.com

Phone: +1 (516) 859-8848

Address: 2953 INNISBROOK CT, CHARLESTON, SC 29414-6713, US

Opening Hours: Monday to Friday, 10:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)

For questions about ordering, payments, shipping, returns, or cancellations, please reach out to our team.

Provide your order number and details for faster assistance.