FAQ - Frequently Asked Questions
How long does shipping take?
Standard items, such as smaller red light panels and recovery equipment, typically arrive within 3–7 business days. Larger freight items, such as cold plunge tubs, may take 5–14 business days after shipment and are delivered by LTL freight carriers who may contact you to schedule a delivery window.
Where do my orders ship from?
HavenWell works directly with each manufacturer's authorized U.S. fulfillment center. When you place an order, the product ships straight from the warehouse that builds and warranties it, rather than from a secondary reseller. This protects your warranty and shortens transit time. We currently ship within the contiguous United States only.
What is your return policy?
We offer a 30-day return window on unused items in their original packaging. Non-defective returns over $199 are subject to a 15% restocking fee, and the customer is responsible for return shipping. If an item arrives defective, damaged, or mis-shipped, HavenWell will help coordinate the appropriate resolution, which may include replacement parts, a replacement unit, return shipping, or a refund depending on the product issue and applicable supplier policy. Full details are on the Return & Refund Policy page.
What warranty comes with my product?
Every product we sell carries its full manufacturer warranty, typically 1–5 years depending on the category. Product warranties are provided by the manufacturer. Where applicable, HavenWell will help coordinate warranty claims with the manufacturer or authorized supplier at no additional cost.
How do I know which product is right for me?
Email support@shophavenwell.com with a short note about your goals, your space, and your budget. You will get a direct reply with a recommendation, not a sales script. We would rather you buy the right product the first time than return the wrong one.
Do you offer financing?
Yes. At checkout, eligible purchases can be split into monthly payments through Shop Pay Installments, subject to approval. Financing availability may vary by order value and customer eligibility. This is a common option on Cold Plunge tubs and full Red Light Therapy panels.
What happens if my item arrives damaged?
For smaller packages, photograph the damage and email us at support@shophavenwell.com within 48 hours so we can file a carrier claim and arrange a replacement. For freight items (Cold Plunge tubs), inspect the crate before you sign for it. Note any damage on the carrier's delivery receipt and refuse the shipment if the damage is significant. This single step protects your ability to receive a free replacement.
Can I cancel or change my order?
Reach out as soon as possible. If the order has not yet shipped from the warehouse, we can cancel or modify it at no cost. Once it is in transit, it becomes a standard return.
Do you ship internationally or to P.O. boxes?
Not yet. HavenWell currently ships to residential and commercial addresses within the contiguous United States. Large freight items cannot be delivered to P.O. boxes, APO/FPO addresses, freight forwarders, or certain remote locations.
How do I get in touch with a human?
Email support@shophavenwell.com. You will receive a response within one business day.