Shipping policy

Haven Sleep Co. Shipping & Order Policy

Our Commitment to Thoughtful Shipping

At Haven Sleep Co., every product is thoughtfully handcrafted and shipped directly from our Canadian facilities. Our policies are designed to balance exceptional customer care, environmental responsibility, and fair business practices.

Because many orders begin preparation shortly after purchase, the guidelines below help us deliver your order efficiently while minimizing unnecessary waste, freight, and environmental impact. If you ever have questions or need support, our team is always happy to help.

Shipping Policy

Free Shipping

Haven Sleep Co. offers complimentary shipping across Canada and the contiguous United States on all orders over $150.

Due to carrier limitations, remote regions and territories may require a shipping surcharge based on product size and weight. If you are unsure whether your location qualifies for free shipping, please contact us for confirmation or a personalized quote:

Order Changes, Delays & Cancellations

We understand that plans can change, and we do our best to remain flexible whenever possible.

Free Changes & Cancellations

Orders may be cancelled or modified free of charge within 48 hours of purchase.

Additionally, if we are able to cancel an order before production has started, we are happy to cancel it at no charge — even beyond the 48-hour window.

Production Delay Option

If you ordered sooner than expected, we’re happy to help.

At your request, production of your mattress may be delayed for up to 30 days at no charge to better accommodate your timeline. Simply contact our support team as soon as possible.

Cancellations After Production Has Begun

Once an order has entered production or shipping preparation, a modest cancellation fee may apply to help recover materials, handling, and freight already committed.

Cancellation fees (after production has begun):

Product Type Fee
Twin / Twin XL Mattress $50
Full / Queen / King Mattress $70
Pillows $25
Adjustable Bases $75

Custom-made products are not eligible for cancellation once production has started, as these items are made to order and cannot typically be resold.

Change of Address

Haven is always happy to assist with rerouting packages at no charge from our side.

However, couriers may apply rerouting fees, which are passed through at cost:

  • $25 for small items

  • $45 for large items shipped via FedEx

Please note: Canada Post shipments (including Bedface bedding) cannot be rerouted once dispatched.

Return to Sender / Missed Deliveries

Return-to-sender situations are rare but can occur — most often when delivery windows provided by our courier partners are missed.

If You Are Reordering

If your order is returned and you choose to reorder, Haven will cover all associated reshipping costs as a courtesy.

If You Are Cancelling

If the order is cancelled following a return-to-sender, we kindly ask that customers cover the freight costs incurred due to the change in plans. These costs will be deducted from the refund.

U.S. Tariff & Duties Policy

Effective Date: February 13, 2025

This policy applies to all orders placed by U.S. customers for delivery within the United States. Haven Sleep Co. is a 100% Canadian-operated company and ships directly from Canada without a U.S. agency.

At the time of writing, Haven mattresses are covered under the USMCA Free Trade Agreement; however, trade policies are subject to change.

For assistance with shipping, duties, delays, or order changes:

Haven Sleep Co. Support Team
✉️ customercare@havenmattress.ca

U.S. Customs & Border Protection
🌐 CBP.gov

Disclaimer

Haven Sleep Co. is not responsible for duties, delays, or penalties imposed by U.S. authorities. This policy aligns with Canadian customs regulation 614 and reflects standard practices among Canadian exporters.