Order Tracking

Last updated: August 19, 2025

Welcome to Heaven Store. We’re committed to delivering a smooth, transparent, and reliable shipping experience for customers across the globe. This Shipping Policy explains how and when orders are processed, shipped, and delivered, and what to expect regarding tracking, customs, and delays. By placing an order, you agree to the terms below.

1) Scope & Definitions

  • We/Us/Our: Heaven Store, the seller and shipper of your order.

  • Customer/You: The person placing an order on our website or official sales channels.

  • Business Days: Monday–Friday, excluding national holidays and courier non-operational days.

  • Dispatch/Processing: The time we need to prepare, verify, and hand over your order to the shipping carrier.

  • Delivery Time: The transit time from carrier pickup to delivery at your address.

2) Order Processing Times

  • Standard Processing (All Orders): 2–4 business days after payment confirmation.

  • Peak Periods: During sales, launches, or holidays, processing may require an additional 1–3 business days.

  • Verification: Orders flagged for security or address verification may require additional time; we’ll contact you if needed.

  • Pre-Orders/Backorders: If an item is marked as pre-order/backorder, the estimated dispatch window will be shown on the product page. Your order will dispatch once stock arrives.

3) Domestic (Our-Country) Shipping

If you purchase products to be delivered within our country, your order will follow our domestic policy:

  • Dispatch: Typically within 24–48 hours after processing.

  • Transit Time: 2–3 business days from the time the order is shipped.

  • Service Level: Reputable domestic courier partners with door-to-door tracking.

  • Remote Areas: Some PIN/ZIP codes may require 1–2 extra days. We’ll notify you if your address falls in an extended-service region.

Note: “Our country” refers to our primary warehouse origin country. If we ship from multiple domestic hubs, we will select the fastest route at our discretion.

4) International Shipping Methods

  • Method: Standard International Shipping via trusted global logistics partners.

  • Tracking: A tracking link will be emailed/SMSed once your package is handed to the carrier. Tracking events may take 24–72 hours to update after dispatch.

  • Multiple Packages: We may ship items separately for faster fulfillment. Each package will have its own tracking number.

5) Estimated International Delivery Times

Delivery estimates vary by destination and are counted from the day of shipment, not the order date. Typical windows:

  • United States & Canada: 7–14 business days

  • United Kingdom & European Union: 7–15 business days

  • Middle East (e.g., UAE, Saudi Arabia, Qatar): 6–12 business days

  • Australia & New Zealand: 8–16 business days

  • Southeast Asia (e.g., Singapore, Malaysia, Thailand): 5–12 business days

  • East Asia (e.g., Japan, South Korea, Hong Kong): 6–12 business days

  • South & Central America: 10–25 business days

  • Africa: 10–25 business days

Important: These are estimated windows. Customs inspections, local courier capacity, remote locations, and force-majeure events may extend delivery times.

6) Country-Specific Notes (Guidance)

While we ship worldwide, the points below often apply:

  • EU & UK: VAT, duties, and handling fees may be collected by the carrier before delivery.

  • Canada: GST/HST and brokerage/handling fees may apply.

  • GCC/Middle East: National ID may be required for customs clearance; ensure your contact details are accurate.

  • Australia/NZ: Low-value imports may still attract GST and processing fees depending on thresholds.

  • Latin America & Africa: Customs clearance may take longer; please allow the upper end of the estimate.

  • Islands/Remote Regions: Additional transit days and surcharges may apply.

For precise, current rules, please refer to your country’s customs authority.

7) Customs, Duties, and Taxes

  • Customer Responsibility: International orders may be subject to import duties, VAT/GST, customs fees, and brokerage/handling charges. These are levied by your local authorities and are not collected by Heaven Store at checkout (unless explicitly stated on the product/checkout page).

  • Refusal to Pay: If you refuse to pay customs/fees resulting in the package being returned or abandoned, we may deduct return shipping, handling, and any unrecoverable costs from any eligible refund. If the parcel is abandoned by the carrier, no refund may be possible.

  • Documentation: We declare the actual value of merchandise as per legal requirements. We cannot mark shipments as “gift” or undervalue them.

8) Address Accuracy & Delivery Attempts

  • Address Check: Provide a complete and accurate address (including apartment/suite/building numbers, postal codes, and reachable phone number).

  • Delivery Attempts: Carriers typically make 1–3 attempts. If undelivered due to incomplete address, unavailability, or refusal, the parcel may be returned or held at a pickup point.

  • Rerouting: Any rerouting, hold requests, or address changes after dispatch are subject to carrier approval and may incur additional fees.

9) Tracking, Lost, or Delayed Parcels

  • Tracking Updates: Allow 24–72 hours after dispatch for the first scan.

  • In-Transit Delays: Weather, customs, security checks, strikes, or peak-season congestion may cause delays.

  • Marked Delivered, Not Received: Check with neighbors, building security, or your local post/courier office. If still not found, contact us within 7 calendar days of the “delivered” scan so we can open an investigation.

  • Lost Parcels: A shipment is deemed lost only after the carrier concludes an investigation (timelines vary by country). If confirmed lost, we will offer a replacement or refund according to your preference and stock availability.

10) Packaging & Split Shipments

  • Protective Packing: Orders are packed to minimize transit damage.

  • Split Shipments: To reduce delays, we may ship items separately from different fulfillment centers. This will not increase your shipping charge.

11) Undeliverable, Refused, or Returned Parcels

  • Undeliverable/Refused: If an order is returned due to incorrect address, repeated delivery failures, or refusal to accept, we’ll process a refund minus original shipping, return shipping (if charged), customs assessed to us, and handling fees, once the package reaches our facility in good condition.

  • Re-shipment: We can reship upon request after payment of any additional shipping fees.

12) Order Changes & Cancellations

  • Before Dispatch: Contact us promptly to correct your address or cancel. We’ll try our best, but changes are not guaranteed once processing begins.

  • After Dispatch: We cannot cancel or alter orders in transit. You may refuse delivery (fees may apply as per Section 11) or request a return per our Returns Policy (if applicable).

13) Restricted & PO Box Addresses

  • PO Boxes / Military Addresses: Some carriers cannot deliver to PO Boxes or military addresses internationally. If your address is restricted, we’ll request an alternative.

  • Regulated Items: Certain products may be restricted by law in your country. Orders containing restricted items may be canceled or partially fulfilled.

14) Force Majeure & Peak Seasons

Heaven Store is not liable for delays or non-performance caused by events beyond our reasonable control, including but not limited to acts of God, natural disasters, epidemics, war, labor disputes, carrier disruptions, governmental actions, or customs holds. During peak seasons, expect extended transit times.

15) Fees, Surcharges & Currency

  • Displayed Rates: Shipping charges (if any) are shown at checkout.

  • Surcharges: Remote area, oversized packages, or address correction surcharges may apply and will be communicated where possible.

  • Currency: Prices and shipping fees are shown in the currency selected on our site; your card issuer may apply conversion rates/fees.

16) Contact & Support

If you experience a delay, need help with tracking, or have questions about customs in your country, our support team is here to assist.

  • Email: lalita@heaven1.store 

  • Hours: Monday–Friday, 9:00–18:00 (Business Days)

  • What to Include: Order number, full name, shipping address, and a clear description of the issue.