Shipping policy

SHIPPING INFORMATION

PROCESSING TIME
All orders will be processed in 7-10 Business Days (excluding weekends), and shipping will proceed in 7-12 days. Once your order has been shipped, you will receive a notification with all tracking information for your order.
Please ensure all shipping information, such as Street address, Apartment number, Suite Number, and Phone number, is entered correctly for your shipping.
If any shipping information is missing, such as a contact number, we will not be able to process your order. However, someone in our shipping department will contact you for any missing information.

SHIPPING TIMES
Estimated Delivery Time can range from 14-22 Business Days with DHL International Express Shipping Service.
By accepting our Terms & Conditions upon placing your order, you agree that Compass Haven Care LTD is not liable for any delay in delivery.

SHIPPING FEES
All shipping prices vary based on the shipping carrier's estimates.

US, CAN, AU

  • Orders under $500 – Starts at $30 & up depending on weight.

CARIBBEAN & EU

  • Orders under $500 – Starts at $30 & up depending on weight.

HONG KONG SAR CHINA

  • Orders under $500 – Starts at $30 & up depending on weight.

INDONESIA

  • Orders under $500 – Starts at $30 & up depending on weight.

REST OF THE WORLD

  • Orders under $500 – Starts at $30 & up depending on weight.

ALL SALE ORDERS WILL INCLUDE SHIPPING COSTS. NO FREE SHIPPING WITH ANY SALES ORDERS.

DUTIES
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to both retail and wholesale customers).
Unfortunately, we have no control over these charges and cannot provide an estimated cost, as customs policies and import duties vary widely from country to country.
For more information on taxes, duties, and customs regulations, please contact your local customs office directly.

DELIVERY PROCESS
Once your order has been dispatched from our warehouse, you will receive an email with tracking details, allowing you to track your order every step of the way. You can also check the status of your order by logging into your account.

Orders will be delivered between 8 AM – 6 PM, Monday to Friday. Please ensure that a person is available at your delivery address, as a signature will be requested upon delivery. If an authorized person is not available to sign for your delivery, the driver will leave a card, and the delivery will be returned to the nearest collection center for you to collect.
Please ensure your delivery details are correct, as we are unable to re-direct deliveries once your order has been dispatched. Original shipping charges are non-refundable, and a re-delivery fee will apply.

LOST GOODS
If your order is lost in transit or has not arrived by the estimated delivery date, we're here to help. Please try the following steps:

  • Check your tracking link via your confirmation email to view the most up-to-date tracking. This is available for all carriers and some international carriers.
  • Verify your delivery information provided on your order to ensure we have the correct details.
  • Look for any notifications via text message, email, or attempted delivery cards from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
  • Check with any authorized person if they have received the parcel on your behalf.
  • Inspect any safe areas; couriers may have left your parcel in locations like behind bins or in a shed, garage, or porch.

If you have not done any of these, please do so now. If you are still having difficulties finding your parcel, please contact our Customer Care Team with your order number. We'll reply within 24 hours and do our best to locate your parcel straightaway. If it cannot be found, you will need to make a claim with your carrier with proof. We are not responsible for lost garments with a signature of delivery, which means we cannot replace or refund.

DAMAGED GOODS
If your order is damaged in transit, please contact our Customer Care Team within 5 business days of receiving your order so that we may assist you.

QUESTIONS ABOUT SHIPPING
If you have any questions related to shipping or your delivery, please contact us:

Trade name: Compass Haven Care LTD
Phone number: +44 7699334609
Email: scjqmcdecckbz@outlook.com
Physical address: 39 Trehafod Road, BUGBROOKE NN7 0RH, United Kingdom