At Serene Haven, we prioritize the efficient and secure delivery of our premium pet beds and cozy blankets to customers in the United States. Understanding the logistics involved in shipping is essential for ensuring a smooth transaction and customer satisfaction.

All orders are processed within 1-3 business days. Once an order is shipped, customers will receive a confirmation email containing tracking information. This allows customers to monitor their shipment's progress until it arrives at their designated address.

Shipping times may vary based on the destination within the USA. Typically, delivery can take anywhere from 3 to 7 business days. However, factors such as weather conditions, holidays, and carrier delays may affect these timeframes. It is important to note that while we strive to meet these delivery estimates, they are not guaranteed.

For shipping within the continental United States, we offer standard shipping rates. The cost of shipping is calculated at checkout based on the weight of the items and the delivery location. Customers can expect to see the shipping fees clearly outlined before finalizing their purchase.

In the event of any shipping issues, such as lost or damaged packages, customers are encouraged to contact our customer service team promptly. We will work diligently to resolve any issues and ensure that our customers receive their orders in a timely manner.

For international shipping inquiries or specific questions regarding shipping policies, customers can reach out to our support team via email at info@serenehaven.us. We are committed to providing clear and concise information to facilitate a positive shopping experience.

In summary, our shipping policy is designed to provide transparency and reliability for our customers in the USA. We appreciate your understanding and support as we work to deliver comfort and quality to your furry friends.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@serenehaven.us.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@serenehaven.us. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

•  customize outfit
•  Used Items

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period:

Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@serenehaven.us.

Contact Information

• Company Name: Serene Haven
• Email: info@serenehaven.us
• Phone: +447449623860
• Address: 128, City Road, London, EC1V 2NX, UNITED KINGDOM
• Business Hours: From Monday to Friday: 9:00 AM – 5:00 PM (GMT)
• Company Number: 15429624
• Contact Form: Click Here
  
• Response Hour: We strive and expect to reply within working 24-48 Business hours on weekdays to most queries.