ORDERS PLACED BETWEEN NOVEMBER 21ST AND DECEMBER 25TH ARE ELIGIBLE FOR RETURNS THROUGH JANUARY 31ST. (FOR STORE CREDIT OR EXCHANGE)

1. Returns

If you are unhappy with your purchase, items can be returned for store credit or exchanged for a different product within 14 days of item arrival. (We do not offer returns for refunds.) Items must be unused, in perfect condition, and in original packaging. We offer return protection through Redo. For an additional small fee at checkout, you can return items from your order for exchange or in-store credit for FREE!

*To start a return or exchange, you can access the portal HERE.

2. Defective Bag or Damaged Upon Arrival

Please inspect your bag as soon as your receive it. We pride ourselves in high quality products, but can occasionally run into manufacturing defects. If your bag is damaged, please email us within 30 days of receiving your order, and we will happily replace the item! Please email: hello@havenbagco.com with your order #, description of damage, and of course photos! Upon receiving the photos, our team will approve or deny your request and you will be notified by email. If approved, we will send an order with the replacement item(s).

CONTACT US

EMAIL: hello@havenbagco.com

Customer service hours:

Monday-Friday 9am-4pm MST

Our amazing customer support team works so hard to respond to everyone within 2 business days. Please be patient and remember we are real people! We will do everything in our power to ensure you are happy with your order and any issues are resolved in a timely manner.

*please note we do not accept customer service inquiries by phone

Purchases made prior to a sale: purchases made prior to a sale or promotion will not be refunded the difference of the current promotion or sale going on. Please keep an eye on social media and sign up for emails for upcoming sales and promotions!

Orders are processed for shipping within 3-5 business days.

Shipping is calculated at checkout. Shipping is free on all orders over $95. They will be sent first-class mail and usually arrive within 2-5 business days after they are shipped. We only ship to addresses in the United States at this time.

We are not responsible for additional shipping charges if the address is not entered correctly upon ordering. We are happy to resend a package that is returned to sender, but there will be additional shipping charges. 

When your order is shipped, you will receive an email with a tracking number.

You can submit a request to cancel or change your order within 24 hours if we have not fulfilled the order or shipped it. Reach out to us via email if you'd like to make a change to your order (you ordered the wrong color, you need a different shipping address, you didn't mean to place the order in the first place, etc.). If the order hasn't been processed or shipped, we will do everything in our power to make the changes! If we've already processed or shipped it, we cannot make any changes. Even if you reach out in the 24 hour window, we cannot guarantee changes can be made. Please note that cancelled orders will incur a 4% fee for card processing.

Email hello@havenbagco.com ASAP if you need to cancel or change the address and we will do everything we can to make it happen!

Customer service hours:

Monday-Friday 9am-4pm MST

Our amazing customer support team works so hard to respond to everyone within 2 business days. Please be patient and remember we are real people! We will do everything in our power to ensure you are happy with your order and any issues are resolved in a timely manner.