Shipping policy
Effective Date: July 2026
At Heavena Gem, we're committed to delivering your order safely and efficiently. Please review our shipping policy below before placing your order.
Order Processing
All orders are processed within 1–3 business days after payment has been successfully received.
Orders are processed Monday through Friday, excluding weekends and Canadian public holidays.
During product launches, promotional events, or holiday seasons, processing times may be slightly longer. If there is a significant delay, we will notify you by email.
Shipping Destinations
We currently ship to:
Canada
United States
We're working on expanding to more countries in the future.
Estimated Delivery Times
Canada
Standard Shipping:
3–8 business days
Remote locations may require additional delivery time.
United States
Standard Shipping:
5–10 business days
Delivery times may vary depending on customs processing and the destination.
Shipping Costs
Shipping charges are calculated at checkout based on your delivery address and selected shipping method.
From time to time, Heavena Gem may offer free shipping promotions. Any applicable offers will be displayed on our website.
Order Tracking
Once your order has been shipped, you'll receive a confirmation email containing your tracking number.
Please allow up to 24–48 hours for tracking information to become available after shipment.
Incorrect Shipping Information
Customers are responsible for providing accurate shipping information at checkout.
If an incorrect or incomplete address is provided, Heavena Gem is not responsible for delivery delays, returned packages, or additional shipping charges required for reshipment.
If you notice an error in your shipping information, please contact us immediately before your order has been dispatched.
Customs, Duties & Taxes (United States)
Orders shipped outside Canada, including to the United States, may be subject to customs inspections, import duties, taxes, or other government fees depending on local regulations.
Any applicable customs charges are the responsibility of the customer.
Heavena Gem has no control over these fees and cannot predict their amount.
Shipping Delays
While we strive to meet all estimated delivery times, delays may occasionally occur due to circumstances beyond our control, including but not limited to:
- Weather conditions
- Carrier delays
- Customs clearance
- High shipping volumes
- Public holidays
- Natural disasters
- Transportation disruptions
Estimated delivery dates are not guaranteed.
Lost or Delayed Packages
If your tracking information indicates your package has not moved for several business days or appears to be lost, please contact us.
We will work with the shipping carrier to investigate the issue and help resolve it as quickly as possible.
Delivered but Not Received
If the carrier marks your package as "Delivered" but you cannot locate it, please:
- Check around your property.
- Ask family members or neighbours.
- Contact the shipping carrier.
Unfortunately, Heavena Gem cannot be held responsible for packages that have been confirmed as delivered by the shipping carrier.
Multiple Shipments
In some cases, your order may arrive in separate packages depending on product availability or warehouse logistics.
There will be no additional shipping charge for split shipments.
Order Changes or Cancellation
If you need to change or cancel your order, please contact us as soon as possible.
Once an order has been processed or shipped, we may be unable to modify or cancel it.
Third-Party Shipping Partners
Heavena Gem works with trusted third-party shipping providers.
Once your package has been handed over to the carrier, delivery times and transportation are managed by the shipping company.
While we will always assist in resolving shipping issues, we cannot guarantee carrier performance or be held responsible for delays caused by shipping providers.
Contact Us
If you have any questions regarding shipping, please contact us.
Email: heavenagem@gmail.com
We aim to respond to all inquiries within 1–2 business days.