Shipping policy
Last updated: 19/06/2026
This policy covers how Zen Haven Official delivers its products to you. We sell two types of products — digital and physical — and each works differently. Please read the section relevant to your purchase.
Digital Products — Instant Delivery
Digital products (eBooks, guides, and downloadable resources) are delivered electronically. No physical shipping is involved.
How delivery works:
- Immediately after your payment is confirmed, you will receive an email at the address you provided at checkout containing your download link or access instructions.
- Check your spam or junk folder if your email does not arrive within 15 minutes of purchase.
- Your download link is valid for a limited period. If it expires before you access your file, contact us at hi@zenhavenofficial.com and we will resend it.
If you do not receive your email: Verify the email address associated with your order is correct. We are not responsible for non-delivery caused by an incorrect email address entered at checkout. Contact us immediately at hi@zenhavenofficial.com if you experience any access issue and we will resolve it promptly.
Physical Products — Shipping Information
Our physical products are dispatched through our fulfilment partners and shipped directly to your address. We currently ship to the United States, Canada, and the United Kingdom.
Current physical products: LED Light Therapy Mask, The Mitochondrial Signal Patch™, The Neuro-Reset Patch™.
Order Processing
Orders are processed within 2–4 business days of payment confirmation. Business days are Monday through Friday, excluding public holidays.
You will receive a shipping confirmation email with tracking information once your order has been dispatched.
Note: Orders placed on weekends or public holidays will begin processing on the next business day.
Estimated Delivery Times
The following are estimates only. Actual delivery times may vary depending on your location, carrier volume, and factors outside our control.
| Destination | Estimated Delivery After Dispatch |
|---|---|
| United States | 6–12 business days |
| Canada | 8–16 business days |
| United Kingdom | 8–16 business days |
Total estimated time from order to delivery = processing time + delivery time. For example, a US order may take up to 16 business days from the date of purchase in a standard scenario.
If your order has not arrived within the estimated window, please contact us at hi@zenhavenofficial.com before assuming it is lost. Packages are occasionally held by carriers or customs without notification.
Tracking Your Order
A tracking number will be provided in your shipping confirmation email once your order is dispatched. Use this number to monitor your delivery via the carrier's website.
Tracking updates may take 24–48 hours to appear after you receive your shipping confirmation. If tracking has not updated after 5 business days from your dispatch notification, contact us and we will investigate with the fulfilment partner.
Customs, Duties, and Taxes
For orders shipped to Canada and the United Kingdom, your order may be subject to import duties, taxes, or customs fees charged by your country's customs authority upon arrival.
These charges are the buyer's responsibility. Zen Haven Official has no control over customs fees and cannot predict what they may be. We recommend checking with your local customs office if you have questions before placing an order.
Zen Haven Official is not responsible for delays caused by customs processing.
Address Accuracy
Please ensure your delivery address is complete and accurate at checkout. We are unable to modify shipping addresses once an order has been submitted to our fulfilment partner.
If a package is returned to us due to an incorrect, incomplete, or undeliverable address provided by the customer, we will contact you to arrange re-shipment. Additional shipping costs may apply for re-delivery.
Lost or Stolen Packages
If your tracking shows your order as delivered but you have not received it, please take the following steps before contacting us:
- Check with neighbours or building management in case it was left with them.
- Check all delivery locations at your address (door, garage, side gate, mailbox).
- Wait 2 additional business days — carriers sometimes mark packages as delivered before they arrive.
If your package is still missing after these steps, contact us at hi@zenhavenofficial.com with your order number and we will open an investigation with the carrier.
Zen Haven Official is not liable for packages confirmed as delivered to the address provided at checkout.
Damaged in Transit
If your physical product arrives visibly damaged, please do the following within 48 hours of delivery:
- Take clear photographs of the damaged packaging and product.
- Email hi@zenhavenofficial.com with your order number and photos.
We will arrange a replacement or refund in accordance with our Refund Policy.
Shipping Delays
We are not liable for shipping delays caused by carrier operations, weather events, customs clearance, public holidays, or any other circumstance outside our control. All delivery timeframes on this page are estimates.
If you are purchasing a physical product as a time-sensitive gift, we recommend ordering well in advance of the required date.
Contact
For all shipping enquiries:
447 Broadway, 2nd Floor Suite #1323, New York, NY 10013