Question 1

Can I check out without an account?

Accepted Answer

Yes. Guest checkout is available. Creating an account lets you see order history and save a wishlist.

Question 2

How do I track my order?

Accepted Answer

Use the Track Order page with your order number and checkout email. We also email a tracking number as soon as your order ships.

Question 3

Can I change or cancel my order?

Accepted Answer

You can cancel or change your order free of charge any time before it ships. Email support@havenlygoods.com with your order number as soon as possible.

Question 4

How do I contact support?

Accepted Answer

Email support@havenlygoods.com. Support hours: [REAL HOURS + TIME ZONE]. We reply within 24 hours.

Question 5

Is shipping really free?

Accepted Answer

Yes. Standard shipping is free on every order to all 50 states and DC, with no minimum purchase.

Question 6

How long does delivery take?

Accepted Answer

Orders are processed in 1-2 business days and standard delivery takes 3-7 business days after shipping. Freight items can take up to 10 business days.

Question 7

Which carriers do you use?

Accepted Answer

We ship with USPS, UPS, FedEx and regional LTL freight carriers, chosen by item size and destination.

Question 8

Do you ship to Alaska, Hawaii, PO boxes or APO/FPO?

Accepted Answer

Alaska and Hawaii: [Alaska/Hawaii terms]. PO boxes are accepted for small parcels but not freight. APO/FPO addresses are not currently supported.

Question 9

Do you ship internationally?

Accepted Answer

Not yet. We currently ship only within the United States.

Question 10

What is your return policy?

Accepted Answer

Easy 30-day returns from delivery. New items must be unused in original packaging; sealed collectibles must stay sealed.

Question 11

Who pays for return shipping?

Accepted Answer

We do. Return shipping is paid by the store on every order, so we email you a prepaid label — or schedule a freight pickup for oversized items — at no cost to you.

Question 12

How long do refunds take?

Accepted Answer

Refunds go back to your original payment method within 5-10 business days after we receive and inspect your return.

Question 13

How do I start a return?

Accepted Answer

Email support@havenlygoods.com with your order number and reason for return. We'll reply with instructions.

Question 14

Do you charge sales tax?

Accepted Answer

We collect sales tax where required by law, based on your shipping state. It is shown before your payment is finalized.

Question 15

Is checkout secure?

Accepted Answer

Yes. Our site is served over an encrypted HTTPS connection and card details are handled by our payment processor, not stored on our servers.

Question 16

Are prices in US dollars?

Accepted Answer

Yes. All prices are in USD.

Question 17

How do you grade used items?

Accepted Answer

We use four grades: Mint, Excellent, Good and Fair. Each listing states its grade and notes any repairs or flaws. See our Condition & Warranty page for definitions.

Question 18

Can I return a used or vintage guitar or bike?

Accepted Answer

Yes, within 30 days if it was misdescribed or has an undisclosed defect. Returned items are condition-checked against the listing.

Question 19

Do used items come with a warranty?

Accepted Answer

Used items generally don't carry a manufacturer warranty, but they're covered if they arrive materially worse than the stated grade.

Question 20

How are e-bike batteries shipped?

Accepted Answer

Lithium-ion batteries ship by ground only in certified packaging, as required by carrier rules. Some arrive partially charged — charge fully before your first ride.

Question 21

Can I return an e-bike?

Accepted Answer

Yes, within 30 days with the original battery and charger. Every returned battery is inspected before the refund is issued.

Question 22

Which items ship by freight?

Accepted Answer

Oversized items such as e-bikes, lawn mowers and outdoor power equipment, pools & spas, grills, kayaks and large espresso machines ship by freight and can take up to 10 business days.

Question 23

How does freight delivery work?

Accepted Answer

The carrier contacts you to schedule an appointment and delivers curbside, with liftgate where available. Inspect the box before signing and report any damage within 48 hours.

Question 24

How do I return a freight item?

Accepted Answer

Contact us first and we'll arrange a return freight pickup. Items must be in original packaging. Restocking fee: [restocking fee, if any].

Question 25

How do I use a promo code?

Accepted Answer

Enter your code in the cart or at checkout and click Apply. Only one promo code can be used per order.

Question 26

What codes are available?

Accepted Answer

WELCOME10 gives 10% off for new newsletter subscribers. HAVENLY15 gives 15% off during the current promotion. Only one code per order.

Frequently asked questions

Orders

Shipping

Returns

Payments

Used & Vintage Items

E-bikes

Large Items

Promo Codes