Shipping policy

At Haven & Hound, we want your new favourite pet piece to arrive safely and on time. Here's everything you need to know about how we ship.

Where We Ship

We're based in Toronto, Canada, and we ship across Canada and to most countries worldwide. If your country isn't available at checkout, please email us at support@havenandhound.com and we'll do our best to help.

Order Processing

Orders are processed within [1–3] business days (Monday to Friday, excluding Canadian public holidays). Orders placed on weekends or holidays begin processing the next business day. You'll receive a confirmation email as soon as your order is placed, and a shipping confirmation with tracking once it's on its way.

Delivery Times

Once your order has shipped, estimated delivery times are:

These are estimates, not guarantees. Occasionally, delays can happen due to customs, weather, carrier issues or peak seasons such as the holidays. We'll keep you updated if anything affects your order.

Shipping Costs

We offer free shipping on every order, whether it's heading across Canada or around the world. No minimum spend, no hidden fees at checkout.

Order Tracking

Every order includes tracking. Once your order ships, you'll receive an email with your tracking number and a link to follow its journey. Tracking information may take 24–48 hours to update after you receive it.

Customs, Duties & Taxes

For orders shipped outside Canada, your package may be subject to import duties, taxes or customs fees set by your country. These charges are not included in our prices or shipping costs and are the responsibility of the customer. We recommend checking with your local customs office before ordering if you're unsure.

Incorrect Addresses

Please double-check your shipping address at checkout. If you notice a mistake, email us at support@havenandhound.com as soon as possible. We'll do our best to update it before your order ships. Once an order has shipped, we're unable to change the address. We're also not responsible for orders delivered to an incorrect address provided at checkout.

Lost or Delayed Packages

If your order hasn't arrived within the estimated delivery window, or tracking hasn't updated in several days, please contact us. We'll work with the carrier to locate your package and make it right.

Damaged Items

If your order arrives damaged, please email us within 7 days of delivery at support@havenandhound.com. Include your order number and photos of the item and packaging. We'll arrange a replacement or refund as quickly as possible.

Questions?

We're here to help. Reach us at support@havenandhound.com and we'll reply within 2 business days.