Shipping policy
Processing Time:
Orders are typically processed within 1 business day (same or next day). During sales, new drops, or high-volume periods, please allow up to 3 business days for processing.
Shipping Time:
Delivery time depends on your location. Most orders arrive within the estimated timeframe shown at checkout (please note that this estimate doesn’t apply to orders containing preorder items). Carriers may occasionally experience delays, especially during holidays or peak seasons. If you’re experiencing any issues or have questions about your shipment, feel free to reach out to us anytime at help@heavensentandco.com - we’re always happy to help!
Preorder Items:
Orders containing preorder items will ship together once all items are in stock. Preorder timeframes are estimates and may vary slightly based on production and transit times. If you’re unable to wait, we recommend placing separate orders for preorder and in-stock items.
Lost Packages:
While we’re not responsible for packages lost in transit, we’ll always do everything we can to help locate your order or work with the carrier on a possible refund. Please open a claim here if your tracking hasn’t updated in several days so we can look into it.
Customs & Duties (International Orders)
As of 2/17/2026, we ship DDP (Delivery Duties Paid).
All customs duties and import taxes are now paid upfront at checkout.
For orders placed before 2/17/2026:
International orders may have been subject to customs fees or import taxes determined by the destination country. These charges are assessed by local customs authorities and are outside of our control, so we are unable to collect or refund them.
Please note that orders refused due to unpaid customs fees, or packages that go unclaimed and are returned to sender, do not always make it back to our warehouse. If a package is not successfully returned to us, it is not eligible for a refund or store credit.
Incorrect or Incomplete Address
Please carefully review your shipping address before placing your order. We are not responsible for packages that are lost, delayed, or misdelivered due to an incorrect or incomplete address provided at checkout.
If you notice an error in your shipping address after placing an order, please email us immediately at help@heavensentandco.com with the subject line “ADDRESS CHANGE – ORDER #_____”. While we’ll do our best to assist, our fulfillment team begins processing orders very quickly, and we cannot guarantee that changes can be made once processing has started.
Orders that are lost or misdelivered due to address errors are not eligible for refunds. If a package is returned to our warehouse, it will be processed as a return, and store credit will be issued minus a $3 restocking fee.
Delivered Packages / Theft:
To help ensure your order arrives safely, please use a secure delivery address as refunds are not issued for packages marked as “delivered” by the shipping carrier. HeavenSent is not responsible for stolen or misplaced packages once delivery has been confirmed.
If your tracking shows “delivered” but the package hasn’t arrived, please:
• Check with neighbors or building management in case it was left nearby.
• Check your tracking link to confirm which carrier delivered your package, then contact their local office. They can often verify the delivery location or help locate the package.
• Allow 1- 2 business days, as carriers sometimes scan packages as delivered before actual arrival.
If the package still cannot be located, please start a claim here. While we’re unable to replace or refund delivered packages without package protection, our team can provide guidance and assist with the claims process if eligible.
If you added Checkout+ at checkout, your package may be covered. You can head to our claims portal to start a claim.
Please note: Checkout+ coverage does not apply if an incorrect or incomplete shipping address was entered at checkout.
Please note: we process orders very quickly, and during busy seasons, sales, or new drops, it’s very unlikely that we’ll be able to intercept or modify an order before it ships.
Order Additions:
If you’ve requested to add items to your order, it will ship once the remaining balance has been paid in full through the invoice sent to your email.