HAVENLUNE™ | Operated by Hangzhou Yangyi Technology Co., Ltd. | Legal Representative: Zhao Xiaodong | Email: service@havenlune.com
Registered Office: Room 1805, 1st Floor, Building 1, No. 200 Binwen Road, Changhe Street, Binjiang District, Hangzhou City, Zhejiang Province, China.
Effective Date: September 23, 2026
1. Order Review and Preparation
Orders are reviewed for completeness, address usability, product availability, security concerns, and fulfillment readiness.
Preparation time is separate from transportation time. Orders submitted on weekends or official public holidays may begin processing on the next business day.
If clarification is required, we may contact the customer using the email address supplied with the order.
2. Estimated Transportation Time
Estimated transportation time is 3–7 business days after dispatch.
This timeframe is an estimate rather than a guaranteed arrival date. Carrier interruptions, remote destinations, customs review, weather, public holidays, incorrect addresses, and extraordinary events may extend delivery.
3. Dispatch Confirmation
When available, a dispatch notice will be sent to the customer’s email address. It may include:
- Carrier name;
- Tracking number;
- Tracking link; and
- Basic delivery information.
A tracking number may require additional time to display its first carrier scan.
4. Address Accuracy
Customers must provide a complete and accurate delivery address, including:
- Recipient name;
- Street and building details;
- Apartment or unit number;
- City;
- State, province, or region;
- Postal code;
- Country; and
- Reachable contact information.
Contact service@havenlune.com immediately if a correction is required. We cannot guarantee a change after fulfillment or carrier collection has begun.
5. Split Deliveries
An order containing multiple items may be dispatched in more than one parcel. Separate tracking details may be supplied.
A split delivery does not necessarily mean that an item is missing. Customers should review all available tracking records before reporting an incomplete order.
6. Delivery Attempts
The carrier may:
- Leave the parcel in a permitted safe location;
- Deliver it to building staff;
- Redirect it to a collection point;
- Contact the recipient;
- Schedule another attempt; or
- Return it after unsuccessful attempts.
Customers are responsible for monitoring tracking and following reasonable carrier instructions.
7. Marked Delivered but Not Located
If tracking shows delivery but the parcel cannot be found:
- Verify the complete delivery address.
- Inspect entrances, mail areas, and safe locations.
- Ask household members, neighbors, or building staff.
- Review any carrier photograph or delivery note.
- Contact the carrier where appropriate.
- Notify service@havenlune.com if the parcel remains unavailable.
We may open a carrier inquiry before determining the resolution.
8. Delayed Tracking
Temporary tracking inactivity does not always mean that a parcel is lost. Scans may be delayed during transfers between facilities or carriers.
Contact customer service when there has been no meaningful tracking update for an unusual period. We will review the available information within 3 business days and may request a carrier investigation.
9. Damaged Parcels
When a parcel arrives visibly damaged:
- Photograph the external package before opening where possible;
- Photograph the shipping label;
- Photograph the internal packaging and item;
- Retain all packaging; and
- Contact service@havenlune.com promptly.
Do not discard the damaged product while the review is ongoing.
10. Customs and Local Requirements
International parcels may be reviewed by customs or another authority. Customers are responsible for ensuring that the ordered product may lawfully be received at the destination.
Local import requirements may vary. Customs processing is outside HAVENLUNE™’s direct control and may extend the estimated arrival time.
11. Refused or Undeliverable Parcels
Parcels may be returned to sender because of:
- An incomplete or incorrect address;
- Failure to collect;
- Repeated unsuccessful delivery attempts;
- Recipient refusal;
- Destination restrictions; or
- Customs-related issues.
A returned parcel will be reviewed after it reaches the designated facility. Any refund or redispatch decision will depend on the reason for return, the item’s condition, applicable carrier costs, and mandatory law.
12. Risk Review
We may pause or cancel fulfillment when there is a reasonable concern involving:
- An unusable address;
- Contradictory customer information;
- Suspected unauthorized activity;
- Product restrictions; or
- A destination that cannot be served reliably.
When practical, we will contact the customer for clarification.
13. Contact
Shipping questions should be sent to service@havenlune.com with the order reference and tracking number. Customer-service and after-sales requests are reviewed within 3 business days.