Shipping Policy

Effective Date: September 8, 2026

Last Updated: September 8, 2026

Shipping at a Glance

Table of Contents

1. Order Processing Time
2. Estimated Delivery Times
3. Shipping Rates and Free Shipping
4. Destinations We Ship To
5. Order Tracking
6. Shipping Address Accuracy and Address Changes
7. Packaging and Discreet Delivery
8. Delivery, Signature Requirement and Risk of Loss
9. Split Shipments and Partial Deliveries
10. Delayed Shipments
11. Lost, Stolen or Damaged Shipments
12. Failed, Refused and Unclaimed Deliveries
13. International Shipping, Customs and Import Duties
14. Address Types and Shipping Restrictions
15. Order Changes and Cancellations
16. Your Rights Under the FTC Mail, Internet or Telephone Order Rule
17. Return Shipping
18. Peak Periods and Events Beyond Our Control
19. Changes to This Shipping Policy
20. Contact Us

1. Order Processing Time

Orders are typically processed within one to three (1–3) business days of payment confirmation. Processing includes payment verification, fraud screening, quality inspection of the timepiece, and secure packaging.

Business days are Monday through Friday and exclude Saturdays, Sundays and public holidays in the country of dispatch. Orders placed after 2:00 p.m. (WET/WEST), on a weekend or on a public holiday begin processing on the next business day.

Processing time is separate from, and in addition to, transit time. The estimated delivery window in Section 2 begins once your order has been processed and handed to the carrier.

2. Estimated Delivery Times

Our estimated delivery time is 8 to 30 business days from the date your order is processed.

Delivery windows are counted in business days, which exclude weekends and public holidays. As an illustration, 30 business days is approximately six calendar weeks.

If your order has not arrived within the estimated window, please contact help@northavencompany.com with your order number and we will investigate with the carrier.

3. Shipping Rates and Free Shipping

We offer free standard shipping on all orders delivered within the United States, with no minimum purchase value. The shipping cost is included in the price of the Product, and no separate shipping charge is added at checkout.

Where expedited shipping or an international destination is available, the applicable rate is calculated and displayed at checkout before you complete payment. You will never be charged a shipping fee that was not shown to you at checkout.

Shipping charges, where they apply, are non-refundable except where a Product was defective, damaged in transit, or incorrectly supplied, as set out in our Refund & Return Policy.

Shipping rates do not include customs duties, import taxes or brokerage fees for international destinations. See Section 13.

4. Destinations We Ship To

Our primary market is the United States, and we ship to all fifty states, the District of Columbia and United States territories where carrier service is available.

We also ship to selected international destinations. The complete list of countries we serve is shown in the country selector at checkout. If your country does not appear at checkout, we are unable to ship there at this time.

We reserve the right to restrict or refuse shipment to any address, region or country, including where:

• carrier service to the destination is suspended or unreliable;
• the destination is subject to trade sanctions or export restrictions;
• local law restricts the importation of the Product; or
• the order is flagged as high risk by our fraud-prevention systems.

If we cannot ship to your address, we will cancel the order and refund you in full.

5. Order Tracking

Once your order has been dispatched, we will send a shipping confirmation e-mail containing your tracking number and a link to the carrier's tracking page.

Please note the following:

• Tracking may take 3–7 business days to activate. A tracking number that shows no movement immediately after dispatch is normal; the carrier's system updates once the parcel is scanned into the network.
• International parcels may show long gaps between scans, particularly while in transit between countries or awaiting customs clearance. A gap in tracking does not mean the parcel is lost.
• Tracking may transfer between carriers. An international shipment is often handed to a local delivery partner in the destination country, and the tracking link may change.
• Check your spam folder. If you have not received a shipping confirmation, please check your spam or promotions folder before contacting us.

If your tracking has not updated for more than ten (10) business days, contact us at help@northavencompany.com and we will open an investigation with the carrier.

6. Shipping Address Accuracy and Address Changes

You are responsible for providing a complete, accurate and deliverable shipping address, including apartment, suite, unit or building number, and a valid telephone number and e-mail address for carrier notifications.

We ship to the address exactly as entered at checkout. We are not responsible for orders delivered to an incorrect or incomplete address supplied by you, and such orders are not eligible for a free replacement or refund.

6.1 Requesting an address change

If you notice an error, contact help@northavencompany.com immediately with your order number and the corrected address. We can usually amend an address only before the order is dispatched.

Once an order has shipped, we cannot redirect it. Some carriers offer a customer-initiated redirect service through their own website using your tracking number, but this is at your own risk and may incur a fee charged by the carrier.

6.2 Address verification

For security reasons, we may decline to ship to an address that differs substantially from the billing address on the payment method, or that cannot be verified. In such cases we will contact you before cancelling and refunding the order.

7. Packaging and Discreet Delivery

Every timepiece is inspected before dispatch and packed in protective inner packaging designed to prevent movement and impact damage in transit.

Outer packaging is plain and unbranded. It does not display the Product name, brand or value on the exterior, which reduces the risk of theft in transit and at the point of delivery. Customs documentation, where legally required, must nonetheless state an accurate description and value of the contents.

If your order is a gift, you may note this in the order comments and we will omit any pricing documentation from the parcel. We are not able to alter the declared value on customs paperwork — see Section 13.

8. Delivery, Signature Requirement and Risk of Loss

Depending on the value of the order and the carrier's policy, delivery may require a signature. If nobody is available to sign, the carrier will normally leave a notice and attempt redelivery, or hold the parcel at a local depot or collection point.

We strongly recommend shipping to an address where someone is available to receive the parcel during business hours. We cannot instruct carriers to leave high-value parcels unattended.

Where tracking shows a parcel as delivered but you have not received it, please first check with members of your household, neighbours, building reception or mailroom, and any safe place noted by the carrier, then contact us within seven (7) days.

9. Split Shipments and Partial Deliveries

If your order contains multiple items, they may be dispatched separately and arrive on different dates and in separate parcels. This may occur where items are held in different locations or become available at different times.

You will receive a separate tracking number for each parcel, and you will not be charged additional shipping for a split shipment. If part of your order is missing on arrival, please check your e-mails for a second shipping confirmation before contacting us.

10. Delayed Shipments

Occasionally an order takes longer than the estimated window. The most common causes are customs clearance, carrier backlogs during peak periods, weather disruption, and address or delivery-access problems.

If your order exceeds the 30 business day estimate, contact help@northavencompany.com. We will:

1. check the tracking and contact the carrier on your behalf;
2. keep you updated on the investigation, which carriers typically complete within 7–15 business days; and
3. where the parcel is confirmed lost, arrange a replacement at no cost to you or issue a full refund, at your choice.

We will also notify you proactively by e-mail if we become aware of a significant delay affecting your order, and offer you the choice of waiting or cancelling for a full refund. See Section 16.

11. Lost, Stolen or Damaged Shipments

Please notify us at help@northavencompany.com within seven (7) days of the delivery date, or of the last tracking update in the case of a parcel that has not arrived.

11.1 Damaged in transit

If your parcel or the timepiece inside arrives damaged:

• Retain all packaging, including the outer box and inner protective materials — carriers require these to assess a claim;
• Photograph the outer packaging, the shipping label, the inner packaging and the damage to the Product itself;
• Send the photographs to us with your order number.

Where transit damage is confirmed, we will send a replacement or issue a full refund, at your choice, and we bear all shipping costs.

11.2 Lost in transit

If tracking stops updating and the parcel does not arrive, we will open a formal trace with the carrier. Carriers generally require a waiting period before declaring a parcel lost — typically 15 to 30 business days for international shipments. Once the parcel is confirmed lost, we will send a replacement or issue a full refund at no cost to you.

11.3 Marked delivered but not received

Where tracking shows delivery but you did not receive the parcel, we will request proof of delivery from the carrier, including GPS data or a signature where available, and open a claim. We may ask you to file a report with your local police or postal authority, which some carriers require to process a theft claim. We will work with you in good faith to reach a fair resolution.

Claims submitted more than seven (7) days after delivery or the last tracking update may be refused by the carrier, which limits the remedies available to us.

12. Failed, Refused and Unclaimed Deliveries

Carriers typically make two or three delivery attempts and then hold the parcel at a local depot or collection point for a limited period, usually 5 to 15 calendar days, before returning it to sender.

It is your responsibility to monitor tracking and to collect a parcel that is being held.

If a parcel is returned to us because it was refused, unclaimed, or undeliverable due to an incorrect or incomplete address, we will contact you and you may choose:

• Redelivery — we will reship the order once you confirm a corrected address. A reasonable reshipping fee may apply, which we will quote to you before charging.
• Refund — we will refund the Product price, less any non-recoverable outbound shipping, return-freight charges and customs fees already incurred.

Where a parcel is refused at customs or destroyed by a customs authority because import charges were not paid, Section 13 applies.

13. International Shipping, Customs and Import Duties

Orders shipped across an international border may be subject to import duties, customs charges, brokerage fees and destination taxes levied by the destination country. These are determined by the customs authority of that country and are not included in the Product price or shipping charge, unless the checkout expressly states "duties included" or "delivered duty paid".

Unless stated otherwise at checkout, you are the importer of record and are responsible for:

• paying all applicable duties, taxes and brokerage fees;
• providing any documentation or identification the customs authority requires; and
• complying with all import laws and regulations of the destination country.

We have no control over these charges and cannot predict their amount. Customs policies vary widely between countries; please contact your local customs office before ordering if you need an estimate.

Customs clearance may add several business days to the delivery estimate, and in some cases a parcel may be held for inspection. Such delays are outside our control.

If you refuse to pay applicable duties and the parcel is returned or destroyed by customs, we may refund the Product price less the outbound shipping cost, return-freight charges and any non-recoverable duties or fees incurred.

14. Address Types and Shipping Restrictions

• PO Boxes. Some carriers cannot deliver high-value or signature-required parcels to a PO Box. Where a PO Box cannot be served, we will contact you for a street address.
• APO, FPO and DPO addresses. Delivery to military addresses may be available but typically takes considerably longer than the standard estimate and offers limited tracking. Delays at military mail facilities are outside our control.
• Freight forwarders and package-consolidation services. We do not recommend shipping to a freight forwarder. Once a parcel is delivered to a forwarder's address, our responsibility ends and we cannot assist with loss, damage or delay occurring afterwards. Such orders are not eligible for replacement or refund on those grounds.
• Hotels, temporary and shared addresses. We advise against shipping to a hotel, co-working space or other temporary address, as parcels are frequently misplaced. We cannot accept responsibility for a parcel signed for by a third party at such an address.
• Remote and island destinations. Delivery to remote regions, islands and certain territories may take longer and may not be served by all carriers.

15. Order Changes and Cancellations

You may request a change or cancellation at any time before your order is dispatched by e-mailing help@northavencompany.com with your order number.

We will use reasonable efforts to accommodate the request, but because orders often enter fulfillment within hours of being placed, we cannot guarantee that a change or cancellation can be applied. Once an order has been dispatched, it cannot be cancelled, and the returns process in our Refund & Return Policy applies instead.

Approved cancellations are refunded in full to the original payment method within five to ten (5–10) business days.

16. Your Rights Under the FTC Mail, Internet or Telephone Order Rule

For customers in the United States, our shipping practices are designed to comply with the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435).

Under that Rule:

• We must have a reasonable basis for the shipment estimate stated at the time you order — the 8 to 30 business day window in Section 2.
• If we cannot ship within the stated time, we will notify you promptly, give you a revised shipment date, and offer you the choice of consenting to the delay or cancelling for a full refund.
• If you do not consent to a delay, or if we cannot provide a revised date, we will cancel your order and issue a full refund without you having to ask.
• Refunds for cancelled orders are issued promptly to your original payment method, and in any event within the timeframes required by the Rule.

This Section describes rights available to you under United States federal law and does not limit any additional statutory rights you may have under the law of your state or country of residence.

17. Return Shipping

Return shipping is governed by our Refund & Return Policy. In summary:

• Returns must be authorised in advance. Contact help@northavencompany.com to obtain a Return Authorisation and the correct return address. Do not send a Product back without authorisation — unauthorised returns may be refused.
• Where the return is due to a defect, transit damage or an incorrect item being sent, we bear the return shipping cost.
• For all other returns, including change of mind, you are responsible for return shipping. We recommend a tracked and insured service, as we cannot process a refund for a return that does not reach us.

18. Peak Periods and Events Beyond Our Control

Delivery times may be extended during peak retail periods, including Black Friday, Cyber Monday, the December holiday season, Valentine's Day, Mother's Day and Father's Day. We recommend ordering well in advance if your purchase is a gift for a specific date.

We are not liable for delay or failure to deliver where it results from causes beyond our reasonable control, including acts of God, natural disasters, fire, flood, epidemic or pandemic, war, terrorism, civil unrest, strikes or labour disputes, governmental or customs action, embargoes, carrier failures, supply-chain disruption, power or telecommunications failure or cyber-attack.

Where such an event materially delays your order, we will inform you and you may choose to await fulfillment or to cancel for a full refund.

19. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in our carriers, service levels or legal obligations. The revised version will be posted on this page with an updated "Last Updated" date and takes effect immediately upon posting.

Changes do not apply retroactively to orders already accepted; each order is governed by the version of this policy in force when the order was placed.

20. Contact Us

For any question about shipping, tracking or delivery, please contact us — please include your order number so that we can help you faster.

This Shipping Policy was prepared for Northaven Company and is effective as of the date shown above. It forms part of our Terms of Service and does not constitute legal advice.