Customer Care Policies

Shipping / International

We are pleased to offer free shipping for swing beds and cushion bundles orders within the 48 contiguous United States. International shipping will require a custom shipping quote. However, please note that any products ordered separately that are under $150 will not qualify for free shipping and will require additional shipping charges. These items will be shipped via UPS and the shipping cost will be calculated based on the weight and dimensions of the item, as well as the shipping destination. We strive to provide our customers with the best possible shipping rate and pass along any savings possible.

Freight deliveries (18-wheeler truck) will be scheduled with the customer directly. Delivery driver will need to be able to park at curbside for offloading. They are unable to deliver into a driveway, or carry shipments to a different location, or inside your home.

Upon delivery, all boxes and products should be inspected for order fulfillment and damage. If there are any missing or damaged items, it is important to refuse the shipment (do not sign) or contact us within 5 business days after delivery so that we can make any adjustments or corrections. After 5 business days, Haven & Harmony Swing Beds will no longer be responsible for missing or damage items due to shipping. PLEASE INSPECT PRODUCTS WHEN THEY ARRIVE FOR SHIPPING DAMAGES. REFUSE AND DO NOT SIGN IF ANY OBVIOUS DAMAGE IS EVIDENT.

Reporting damage to our Customer Relations Team within 5 business days.

• Take photos of the damage from multiple angles
• Call: 727.597.4142
• Email: [email protected] and include any pictures showing the damage

Orders requiring an international custom shipping quote, will be presented to the customer, approved and monies collected prior to order being processed and fabricated.

If you have any questions about our shipping policy or need assistance with your order, please do not hesitate to contact our Customer Relations Team. We are always happy to help!

Returns / Refunds

Non-Defective Return

All products are custom made or built to order. For this reason, we reserve the right to accept or deny all non-defective returns of any order within 5 business after delivery. Please call us at 727.597.4142 during our normal business hours for return authorization prior to returning any merchandise.

• We don't accept returns on non-defective custom fabricated products.
• If a return is authorized, returns are only accepted with a return authorization (RA #). All authorized returns without fault of Haven & Harmony could be subject to a 25% restocking charge, plus freight both ways.
• Original shipping cost will be deducted from your order prior to the refund. To receive the exact cost of the shipment please contact customer service.
• Product returns will not be considered or accepted after 10 business days.
• Refund transactions will be started within 3 day after all return criteria has been fulfilled.
• A credit less 25% restocking charge will be issued for products:
  1. Unused product
  2. New condition
  3. Repackaged in original packaging.
• You as the customer are responsible for all shipping fees on returned shipments due to incorrect or incomplete ship-to address.
• Our free shipping policy is only valid on orders that provide the correct and complete shipping address.

Steps to initiate a return after authorization has been given by our Customer Relations Team:

1. Acquire a RA# from our Customer Relation Team
2. Repackage in the original packaging or equally adequate packaging.
3. Ship to the following address:
• Haven and Harmony / Patio Lane
• 10820 US 19 North
• Clearwater, FL 33764
• RA#: (Insert number provided)
4. Use the appropriate shipping service to ensure a properly returned order or product.

Defective Return

Our goal is to provide our customers with the best product experience available. Consider that all our products are custom made or built to order. For this reason, we reserve the right to accept or deny all defective returns. For any damaged returns due to shipping, see “Shipping / International” above. For any returns due to product defects, please call us at 727.597.4142 during our normal business hours or email us at [email protected], within 5 days after receiving your shipment.

• No returns accepted without a prior return authorization. All authorized returns without fault of Haven & Harmony will be subject to a 25% restocking charge, plus freight both ways.
• Product returns for defective products will not be accepted after 10 business days if not reported within that period.

Steps to initiate a defective return after authorization has been given by our Customer Relations Team:

1. Acquire a RA# from our Customer Relation Team
2. Repackage in the original packaging or equally adequate packaging.
3. Ship to the following address:
   
   • Haven and Harmony / Patio Lane
     10820 US 19 North
     Clearwater, FL 33764
4. RA#: (Insert number provided)
5. Unless directed otherwise, use the appropriate shipping service to ensure a properly returned order or product.

Order Cancellation

All products are custom made or built to order. For this reason, we reserve the right to accept or deny cancellation of any order within 48 hours after an order has been placed through our website www.havenandharmony.com. After the 48 hour period, any collected payment will be moved to store credit and applied towards future purchases.

If any cancellations are accepted and processed, a required credit card processing fee (5%) will be applied and the remaining monies will be returned to the original method of payment. This fee will be assessed at the time of any cancellation or refund transaction.

Call us right away at 727.597.4142, during normal business hours, for any questions or concerns.

Missing Items

It is the customer's responsibility to inspect all packages insuring all items have arrived. Reporting missing items to our Customer Relations Team within 5 business days.

• Call 727.597.4142
• Email: [email protected]
• Include details about the missing item(s).

Coupons

Since the design and quality of our Swing Bed frames and cushions are the best, we are excited to offer a special discount on our cushion bundles when purchased together with a swing bed. This offer is only available for a limited time, and customers can receive the discount by using our special promo code at checkout.

Please note that this offer cannot be combined with any other discounts or promotions, and it is only valid for cushion bundles that are purchased at the same time as a swing bed. If you choose to cancel the swing bed, the discount for the cushion bundle will be voided, and you will be charged the full price for the cushions.

We strive to provide our customers with the best possible value and quality, and we hope that this special offer will help make your shopping experience with us even more enjoyable. If you have any questions or concerns about the promo code or any other discount codes, please contact our customer service team, and we will be happy to assist you.

Promo Codes are not valid:

• On previous purchases
• With wholesale, to-the-trade or contract pricing
• If purchase doesn't meet minimums or stated purchasing requirements
• If code has expired

Custom Fabrication

Custom Fabrication, Sewing, and Repair Policies

All Haven & Harmony custom products are handmade in Clearwater, FL.

We are owner-operated, so we go out of our way to provide superior customer service, use only the industry's highest standards of materials and it's for this reason that we have been serving customers all over the world since 2003.

By purchasing products and/or services from Haven & Harmony (eCentral Stores Incorporated) online store, you agree to these terms and conditions. Please read them carefully. Also view the Warranty Terms page for more warranty information.

Ordering:

• Lead time can be affected if the fabric or aluminum is on backorder.
• Large or commercial orders may take additional time.
• Orders over $150 ship free; otherwise, appropriate shipping charges apply.
• All our cushions and pillows come with white or black zippers and thread. We match the zipper and thread color and base the decision on your fabric's color and style.
• Any COM or custom requests are reviewed and processed differently. Please send an email request to [email protected] and a Custom Quote Specialist will follow up.

Comfort and Feel:

Everyone has their own preference when it comes to the feel of cushions and comfort. HavenandHarmony.com uses only the industry's highest quality foam products. We are not responsible should the customer not accept the comfort, feel or form of the foam fill.

For the customer's knowledge and research:

Medium Firm Foam with Dacron

• Polyurethane Foam Density 1.6 - 1.8, Compression 30 - 36
• Topped with 1-inch Polyester Fiber Dacron, on the top
• The Dacron adds a minimum of 1/2 inch to the thickness

Tolerances: (We always measure twice and cut once.)

We make all efforts to complete your projects to your specifications. There are some instances with material shrinkage and/or stretch during the fabricating, sewing and/or repair process that are out of our control.

Therefore, we will fabricate, sew or repair your product within the following tolerances:

• Cushions and Pillows dimensions will be within 3/8 inch of the dimensions specified in the product description.

Privacy

The privacy of our visitors and clients is very important to us. We do not publicize our client portfolio or create websites that allow for web-based searches of our clients. Our concern for your privacy continues as technology expands and that view underlies our policy, stated below:

• We do not sell any personal information to a third party.
• You do not have to give us personal information merely to visit our site.
• We only collect detailed information about you (i.e. more than your internet address) like your name, email address, etc. when you specifically and knowingly provide it to us.
• Passwords are not stored and other detail information is stored in multi-layer protected files.
• We employ SSL certificates that provide a secure https: page to encrypt any data that is a financial transaction or personal information
• We periodically send promotional emails or SMS text messages about new products, special offers or other information which we think you may find interesting using the email address and/or mobile phone number which you have provided.
• Information is collected for statistical purposes and we sometimes perform analyses of behavior in order to measure user or client interest in the various areas of our site. We will disclose this information to third parties only in aggregate form or as may be required by law.
• We continually monitor and update our servers with security upgrades

If you do nothing during your visit but browse through the website, read pages, or download information, we will gather and store certain information about your visit automatically. This information does not necessarily identify you personally. We automatically collect and store only the following information about your visit:

• The Internet domain (such as "xcompany.com") and IP address (an IP address is a number that is automatically assigned to your computer whenever you are surfing the Web) from which you access our website;
• The date and time you access our site;
• The pages you visit;
• Whether you successfully received the document or image file you requested;
• The type of browser you are using;
• The type of Operating System you use
• The site from which you linked to our site;

We use this information to help us make our site more useful -- to learn about the number of visitors to our site and the types of technology our visitors use.

If you contact us by email, we may forward the message to appropriate staff in order to review it and respond if necessary. We may retain messages for a brief time to ensure responses and we may delete them when action has been completed.

If you use an online form, information you provide may be retained so that information about changes, upgrades, etc. may be provided where appropriate.