FAQs
SHIPPING & DELIVERY
Where do my items ship from?
At Shoppers Haven, we connect you directly with the source. All orders are dispatched directly from our partner factories in China. This direct-to-consumer model allows us to cut out the middleman, eliminate expensive warehousing overheads, and pass those massive savings directly on to you.
How long will it take for my order to arrive?
Because your items travel directly from the factory floor to your front door, delivery takes a little longer than local domestic shipping—but we promise it is worth the wait!
1) Order Processing: 1–3 business days (please allow up to 5 business days during peak holiday seasons).
2) Estimated Delivery Time: Typically 7–14 business days from dispatch, depending on your location.
Can I track my order?
Absolutely. Once your order has been packed and handed over to our international courier, you will receive a shipping confirmation email complete with a tracking link. Please note that tracking details may take up to 48 hours to update after dispatch as the package passes through initial logistics hubs.
Will I have to pay customs, duties, or taxes?
Depending on current Australian importing laws, your package may occasionally be subject to local import duties, customs clearance fees, or taxes. These charges are applied by the Australian government and are completely out of our control. Any such fees must be paid by the recipient.
ORDERS NOT RECEIVED
What happens if my order is delayed or hasn’t arrived?
Because our items are shipped internationally via specialised global logistics lines, unexpected transit delays can occasionally occur.
1) We consider a package officially delayed if tracking has stalled or if the item hasn’t arrived 45 days after dispatching from our factory line.
2) If your tracking has not updated and this timeframe has passed, please contact our support team so we can open an official investigation with the international carrier and arrange a replacement or refund.
My tracking shows “Delivered”, but I haven’t received my package. What should I do?
If the tracking information explicitly states that your order has been successfully delivered to your address, Shoppers Haven cannot automatically issue a refund or resend the items. In these rare instances, we require your assistance to verify the situation:
1) Check with Neighbours/Property Managers: Often, carriers leave packages in safe spots or with a co-resident.
2) Contact the Courier Company: Reach out to the courier company directly. If they confirm the package cannot be found despite the status, you must request an official non-delivery certificate or proof stamped or issued by the courier company.
3) Submit Your Claim: Once you provide our support team with a copy of this official non-delivery statement, we will immediately process a replacement order or a full refund.
What does a tracking “Alert” status mean for my package?
If your tracking status shows an “Alert”, it typically means the local carrier attempted delivery but encountered an issue. Common reasons include:
1) Incorrect or insufficient address information
2) Missing apartment, unit, or house numbers
3) No safe delivery location available
4) The package was refused or unclaimed at the door
Please note: Local courier will usually attempt delivery once. If the package remains unclaimed, it is forwarded to a collection point for temporary storage (usually stored for 3 to 7 days), where you must pick it up yourself. If it is not collected within this window, the logistics company will destroy the package or return it to the sender in China. Shoppers Haven cannot offer refunds or replacements for packages that are destroyed or lost due to uncollected deliveries or incorrect addresses provided at checkout.
RETURNS & FAULTY ITEMS
Can I return my item if I change my mind?
In order to keep our prices exceptionally low and fulfill orders directly from international factories, Shoppers Haven does not offer returns, exchanges, or refunds for a change of mind. We strongly encourage you to carefully review product descriptions, sizing charts, images, and specifications before completing your purchase.
My item arrived damaged or faulty. What do I do?
We take great care to ensure our partner factories maintain strict quality control. However, if your item arrives damaged, defective, or incorrect, we want to make it right immediately.
1) Our Policy: Please contact us within 48 hours upon receipt of your goods.
2) How to Lodge a Claim: Please email us immediately at info@shoppershaven.com.au with:
a) Your Order Number.
b) A brief description of the issue.
c) Clear photos or a short video showing the fault or damage.
Once our team reviews and approves, we will arrange a replacement or a full refund at no extra cost to you. Please do not send items back to the factory address on the package without contacting us first, as this will prevent us from processing your claim.
What happens if my package goes missing in transit?
If your tracking status shows that your package has stalled or if it hasn’t arrived within our estimated delivery window, please reach out to our customer support team. We will investigate the shipment with the international carrier. If a package is officially confirmed as lost in transit, we will dispatch a replacement or issue a refund.
ORDERS & STOCK
Can I amend my order after it’s placed?
Because our system is automated to send orders immediately to our factories for processing and packing, we have a very narrow window for adjustments. If you notice an error in your shipping address or ordered the wrong variant, please email us within 15 minutes of placing your order. While we will do our absolute best to intercept it, we cannot guarantee changes once processing has begun.
Why did my order arrive in separate packages?
If you ordered multiple different items, they may be produced by different partner factories. To ensure you get your goods as quickly as possible, we ship items out as soon as they are ready. Do not worry if one item arrives before the others—the rest of your order is safely on its way!
How can I get in touch with customer support?
We are always here to help! For any questions regarding your order, shipping updates, or faulty items, please contact our dedicated support team via email at info@shoppershaven.com.au. We aim to respond to all inquiries within 24–48 business hours.