Shipping policy
Shipping Policy
Effective date: September 16, 2026
Thank you for choosing Haven Luma. This page explains where we deliver, how orders move through fulfillment, the shipping cost, the carriers we may use, and what to do when a shipment does not arrive as expected.
1. Where We Deliver
Haven Luma currently accepts delivery addresses located within the United States only. We do not offer international shipping at this time. Please enter a complete U.S. address during checkout.
2. Shipping Cost
Standard shipping is free on all orders delivered within our current U.S. service area. There is no minimum purchase amount for the free-shipping offer.
3. Handling and Delivery Estimates
Orders generally follow this schedule:
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Service stage
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Expected period
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Handling after payment confirmation
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1 business day
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Carrier transit after dispatch
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2–4 business days
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Estimated time from order to delivery
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3–5 business days
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The 3–5 business-day figure is an estimate, not a guaranteed arrival commitment. Orders placed on weekends or public holidays begin handling on the next business day. Weather, carrier network conditions, incorrect address details, high-volume periods, and other events outside Haven Luma’s reasonable control may extend delivery.
4. Delivery Services
Haven Luma may send an order through USPS, UPS, or FedEx. The selected carrier can vary according to destination, package requirements, and operational availability.
5. Tracking Information
Once an order has shipped, we generally provide a tracking number within 24 hours after shipment. Carrier systems may require additional time to activate the number or show the first scan. The tracking link supplied in the shipment message is the best source for current carrier updates.
6. Delayed or Missing Shipments
If the order has not arrived by the end of the estimated delivery period, email support@havenluma.com with the order number and tracking information. We will review the shipment status and, where appropriate, contact or coordinate with the carrier.
If tracking says “delivered” but the package cannot be found, check the delivery area, nearby safe locations, household members, neighbors, and building management where relevant. Contact us afterward if the parcel remains unavailable so we can help with the carrier inquiry.
When an investigation confirms that an order was lost and not delivered, Haven Luma will review the available resolution with the customer, which may include a replacement or refund when appropriate.
7. Address Responsibility
Customers are responsible for entering accurate delivery information. Send any correction request to support@havenluma.com immediately. We will try to assist before processing or dispatch, but an amendment cannot be guaranteed once fulfillment activity has begun.
8. Contact Information
Email: support@havenluma.com
Phone: +1 (551) 294-3208
Address: 652 US Route 130, Suite #2, Hamilton, NJ 08691, United States
Support hours: Monday–Friday, 9:00 AM–5:00 PM (EST)
Response target: Within 24 hours
This policy may be updated when Haven Luma’s delivery services or operating practices change. The current version will remain available on this page.