Shipping policy
Welcome to the Havenluzio online store (hereinafter referred to as “we”). To help you better understand our delivery arrangements, we have prepared the following Shipping Policy. This policy applies to all orders placed through our online store that require delivery.
1. Delivery Coverage
We currently provide delivery services throughout Australia only. Delivery services are not available outside Australia at this time. Please ensure that your shipping address is located within Australia before placing an order.
2. Shipping Fees and Charges
Orders with a total value of AUD 99.99 or above (including AUD 99.99) qualify for free delivery. Orders with a total value below AUD 99.99 are subject to a flat delivery fee of AUD 9.99.
All applicable taxes and related charges are already included in the listed product prices. No additional fees will be required during checkout or upon delivery.
3. Order Cut-Off Time
Order processing is based on business operating hours:
- Orders placed and paid before 18:00 will begin processing on the same business day.
- Orders placed after 18:00 will begin processing on the next business day.
- If an order is placed on a non-working day, processing will start on the following business day.
4. Order Processing Time
After payment confirmation, orders are typically processed and prepared for shipment within 1–3 business days. Processing time does not include transit time.
5. Estimated Delivery Time
Once shipped, the estimated total delivery timeframe is approximately 7–10 business days. Actual delivery times may vary depending on the destination, logistics arrangements, or other external factors.
6. Logistics Carriers
We cooperate with reliable logistics providers to complete deliveries. Common carriers include:
- UPS
- DHL
- FedEx
- Australia Post
7. Order Tracking
After placing an order, you will receive a confirmation email containing your order number, payment details, and logistics carrier information.
You may visit the “Order Tracking” page on our website and enter your email address or phone number together with the corresponding order number to check the current status of your order.
8. Responsibility Statement
- Product damage or loss: If damage or loss occurs during transportation, please contact us as soon as possible after receiving the package so we may assist with verification and handling.
- Shipping modifications: Once an order enters the shipping process, delivery information may no longer be modifiable. Please contact us promptly if adjustments are required.
- Delivery address accuracy: Please ensure that the delivery address provided is accurate and complete. Delivery issues caused by incorrect or incomplete address information may affect delivery timelines.
9. Delivery Acceptance Notes
Please inspect the outer packaging upon delivery. If any damage, abnormalities, or irregularities are observed, we recommend documenting the condition and contacting us promptly for further assistance.
Contact Us
Contact Address: 354 Sandy Bluff Road, Green Sea, SC 29545-5160, United States
Customer Service Phone: +1 (917) 284-7754
Customer Service Email: care@havenluzio.com
Online Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)