Refund policy

Shipping & Returns Policy

Shipping Charges

We offer Free Curbside Shipping on orders over $499 to the continental U.S. Orders under $499 ship at calculated rates shown at checkout. Some oversized items ship Back-of-Truck — the customer must provide a forklift or similar to unload the item from the truck (noted in the product description where this applies, generally pallets 80" or longer).

Curbside Shipping means the carrier delivers to the curb. You are responsible for transporting the item to your final location. This service does not include set-up, assembly, or removal of packaging materials. Shipping carriers may charge extra for remote or hard-to-reach addresses; if so, we will contact you before shipping.

Threshold Delivery Service (available on most items for an additional charge) places the item near a front door, gate, or garage where accessible — no narrow passageways, steps, or inclines.

White-Glove Delivery Service (available on request) includes unpacking, inspection, removal of packing materials, transport up to two flights of stairs, and placement in the location of your choice. Rates vary; contact support@heavencrest.shop for a quote.

Lead Time

Most HeavenCrest products are custom made to order with a 3–4 week lead time. Lead times are listed on each product page. Orders combining made-to-order and in-stock items ship together once all items are ready.

Order Confirmation

After placing your order, you'll receive a confirmation email. If items are unavailable or backordered, we'll contact you to discuss options before processing payment.

Damages

If your package arrives damaged, please take the following steps to protect your purchase:

  • Examine each package carefully before signing for delivery.
  • If damage is visible, note it on the delivery receipt and have the driver record it on your copy.
  • Take clear photos of all damage at time of delivery.
  • Do not give the driver a clear delivery receipt if there is any damage.
  • Contact us at support@heavencrest.shop within 48 hours of delivery with photos and the delivery receipt.

Cancellations

Same-day cancellations incur no penalty. After 24 hours, orders that have not shipped are subject to a 25% administration fee. There are no cancellations on orders that have already shipped or on custom and made-to-order products that have entered production.

Returns

If you're not satisfied with a non-custom product, you may return it within 14 days of delivery for a refund, subject to the following:

  • Product must be clean, unused, and in original packaging.
  • Return shipping costs are the responsibility of the buyer.
  • A 25% restocking fee applies.
  • Refunds are issued to the original payment method.
  • A Return Authorization Number (RAN) is required — email support@heavencrest.shop to obtain one.

Returns are not accepted on:

  • Custom or made-to-order products
  • Used products
  • Products without original packaging
  • Products purchased on sale

Warranty

All HeavenCrest products carry the manufacturer's standard warranty. Specific warranty terms vary by product and brand — contact us for details on any item.

Questions

For questions about shipping or returns, contact us at support@heavencrest.shop or call (645) 220-1074 (Mon–Fri, 9 AM – 6 PM EST).