Shipping & Delivery Policy

Shipping & Delivery Policy

Last Updated: July 30, 2026

Thank you for shopping with MemoryHaven.

This Shipping & Delivery Policy explains how orders placed through memoryhaven.us are processed, shipped, tracked, and delivered.

MemoryHaven works with third-party suppliers, fulfillment providers, postal services, and shipping carriers to deliver memorial gifts, remembrance products, and related accessories to customers in the United States and other supported destinations.

By placing an order through MemoryHaven, you agree to the shipping terms stated below, subject to any consumer rights that cannot lawfully be excluded or restricted.

Order Processing Time

Orders are generally processed within 1–3 business days, Monday through Friday, excluding public holidays.

Processing may include:

  • Payment verification
  • Order review
  • Product availability confirmation
  • Address verification
  • Personalization or customization review
  • Supplier and fulfillment preparation
  • Packaging and carrier collection

During holidays, high-demand periods, severe weather, supplier delays, or unusually high order volumes, processing may require up to 5 business days or longer when disclosed to the customer.

Processing time is separate from estimated transit time.

Orders placed on weekends or public holidays will generally begin processing on the next available business day.

Personalized and Made-to-Order Products

Personalized, engraved, printed, customized, or made-to-order memorial products may require additional production time before shipment.

Any estimated production time shown on the product page, cart, checkout, or order confirmation should be considered part of the overall processing period.

Customers are responsible for reviewing all submitted names, dates, photographs, messages, spelling, capitalization, and customization details before placing an order.

Once customization or production has started, changes or cancellations may no longer be possible.

Order Confirmation

After placing an order, customers will generally receive an order confirmation email containing the available order details.

An order confirmation confirms that we received the order. It does not necessarily mean that the product has shipped or that all products have completed availability and fulfillment review.

Customers should review the confirmation and contact us promptly if any order information appears incorrect.

If you do not receive an order confirmation, please check your spam or junk folder and verify that the email address entered at checkout was correct.

Shipping Confirmation

Once an order or part of an order has been dispatched, we will generally send a shipping confirmation email containing available tracking information.

A shipping confirmation may be issued separately for each package when products are shipped from different fulfillment locations.

Tracking information may not become active immediately after a shipping label is created.

Shipping Fee

MemoryHaven charges a flat standard shipping fee of:

$6.90 per order

The available shipping charge will be displayed during checkout before payment is completed.

Customers will not be charged an additional standard shipping fee solely because an order is divided into multiple shipments.

Optional expedited services, remote-area surcharges, customs charges, or other destination-specific charges may be displayed separately when applicable.

Shipping fees are generally non-refundable after an order has shipped, except when:

  • The wrong product was shipped
  • A verified defect or shipping error occurred
  • Merchandise could not be shipped
  • Applicable law requires a refund
  • MemoryHaven expressly agrees otherwise in writing

Estimated Delivery Time

Estimated delivery times begin after the order has been processed and dispatched.

United States

Estimated transit time:

5–10 business days

International Destinations

Estimated transit time:

10–20 business days

These are general estimates and not guaranteed arrival dates.

The total time between ordering and delivery consists of both:

  • Order processing or production time
  • Carrier transit time

For example, an order requiring three business days of processing and seven business days of transit may take approximately ten business days from order placement, excluding weekends and holidays.

Delivery Estimates

Delivery estimates are provided in good faith based on available supplier, fulfillment, and carrier information.

Actual delivery may be affected by:

  • Carrier delays
  • Customs inspections
  • Weather conditions
  • Natural disasters
  • Seasonal shipping demand
  • Public holidays
  • Transportation disruptions
  • Incorrect or incomplete addresses
  • Remote delivery locations
  • Security checks
  • Local delivery restrictions
  • Product availability
  • Personalization or production time
  • Events outside our reasonable control

A delivery estimate is not a guaranteed delivery date unless MemoryHaven expressly confirms a guaranteed service in writing.

Customers should allow sufficient time when purchasing products for funerals, memorial services, celebrations of life, anniversaries, holidays, or other date-sensitive occasions.

MemoryHaven cannot guarantee that an order will arrive before a specific ceremony, service, gathering, or personal date unless a guaranteed delivery commitment has been expressly provided in writing.

Shipping Delays and Unshipped Orders

We make reasonable efforts to process and ship orders within the timeframe communicated at the time of purchase.

If we learn that an order cannot be shipped within the stated timeframe, we may:

  • Provide a revised shipping estimate
  • Request the customer’s consent to the delay
  • Allow the customer to cancel the affected unshipped item
  • Cancel the affected item and issue a refund
  • Offer another resolution permitted by applicable law

When required by applicable law, customers who do not agree to a revised shipping date may cancel the unshipped merchandise and receive a prompt refund.

If MemoryHaven determines that a product is unavailable or cannot be supplied, we may cancel the affected product or order and refund the amount paid for the unshipped merchandise, including any shipping charge attributable to that merchandise where required.

Store credit will not be substituted for a legally required refund unless the customer voluntarily agrees and applicable law permits it.

Tracking Information

Tracking information is generally provided for shipped orders.

Tracking may take approximately 2–5 days to begin displaying movement after shipment because carriers may require time to receive, scan, transfer, and update package information.

A tracking number showing “Label Created,” “Pre-Shipment,” “Shipment Information Received,” or a similar status does not necessarily mean that the package is moving through the carrier network yet.

For multi-item orders, customers may receive:

  • More than one tracking number
  • Tracking emails on different dates
  • Packages delivered by different carriers
  • Products arriving on different days

Customers are responsible for monitoring tracking information and making reasonable arrangements to receive their packages.

Shipping Carriers

Depending on the product, fulfillment location, package dimensions, destination, and available service, shipments may be handled by carriers or postal partners such as:

  • USPS
  • UPS
  • FedEx
  • DHL
  • Regional delivery companies
  • International postal services
  • Other contracted logistics providers

MemoryHaven does not guarantee that a specific carrier will be used unless expressly confirmed in writing.

The original carrier may transfer a package to a local or last-mile delivery provider before final delivery.

Split Shipments

Products in the same order may be stored or fulfilled from different locations.

As a result:

  • Items may ship separately
  • Packages may have different tracking numbers
  • Packages may arrive on different dates
  • One product may arrive before another
  • Different carriers may be used

Split shipping does not mean that products are missing or that duplicate shipping fees have been charged.

No additional standard shipping fee will be charged solely because MemoryHaven divides an order into multiple shipments.

Customers should review every tracking number and shipment confirmation before reporting an item as missing.

Shipping Destinations

MemoryHaven ships to supported destinations shown during checkout.

Shipping availability may vary by:

  • Product
  • Destination country
  • Postal code
  • Carrier availability
  • Supplier location
  • Product dimensions or weight
  • Customs or import restrictions
  • Local transportation limitations

The ability to enter an address does not guarantee that every product can be shipped to that location.

If we determine after purchase that an item cannot be delivered to the submitted destination, we may contact the customer for an alternative address or cancel and refund the affected item.

Restricted Locations and Products

Certain products may be unavailable for shipment to particular destinations because of carrier, customs, environmental, import, agricultural, safety, or local regulatory restrictions.

These restrictions may affect products such as:

  • Seeds and plantable products
  • Candles and products containing wax
  • Battery-operated lights
  • Liquids or fragranced products
  • Biodegradable burial products
  • Large or heavy urns
  • Fragile glass or ceramic items
  • Personalized or made-to-order products

MemoryHaven may cancel an affected product if no lawful or commercially reasonable shipping option is available.

Address Accuracy

Customers are responsible for entering a complete and accurate shipping address at checkout.

The shipping address should include, where applicable:

  • Recipient’s full name
  • Street address
  • Apartment, suite, floor, or unit number
  • City
  • State or province
  • Postal or ZIP code
  • Country
  • Valid telephone number
  • Any delivery information required by the carrier

MemoryHaven is not responsible for delays or failed delivery caused by inaccurate, incomplete, outdated, or improperly formatted address information, except where applicable law provides otherwise.

Address Changes

Address correction requests should be submitted within 12 hours after the order is placed.

To request a correction, email:

vauossmnaiasom@gmail.com

Include your order number, the address entered at checkout, and the complete corrected address.

Submitting an address-change request does not guarantee that the address can be modified.

Once an order has entered processing, been submitted to a supplier, received a shipping label, or been transferred to a carrier, we may be unable to change or redirect it.

MemoryHaven is not responsible for an address change sent only to the carrier or payment provider without also contacting us.

Billing Address and Shipping Address

The billing address used for payment verification may differ from the shipping address.

Customers should make sure that the delivery address, rather than only the billing address, is correct before completing checkout.

MemoryHaven may contact the customer when an address appears incomplete, inconsistent, undeliverable, or potentially fraudulent.

Failure to respond may delay fulfillment or result in cancellation and refund of the order.

Returned-to-Sender Packages

A package may be returned to the sender or fulfillment provider because of:

  • An incorrect or incomplete address
  • An invalid postal code
  • An unavailable recipient
  • Refused delivery
  • Failure to collect the package
  • An inaccessible delivery location
  • Unpaid customs duties or taxes
  • Repeated unsuccessful delivery attempts
  • Carrier restrictions

If a package is returned, MemoryHaven may offer, depending on the circumstances:

  • Reshipment after payment of additional shipping charges
  • Address correction and reshipment
  • A refund of the recoverable product amount after return and inspection
  • Cancellation when the product has not yet been shipped

Original shipping charges, return-to-sender charges, customs charges, handling expenses, and reshipment costs may be deducted from any refund where legally permitted and where the return was not caused by MemoryHaven.

Personalized, customized, opened, damaged, or otherwise non-returnable products may not qualify for a refund merely because the package was returned due to an address or recipient issue.

Refused or Unclaimed Deliveries

Refusing a package or failing to collect it does not automatically qualify the order for a full refund.

Customers should contact MemoryHaven before refusing delivery whenever possible.

A refused or unclaimed package may be returned to the supplier, fulfillment provider, carrier facility, or another designated location and may incur additional fees.

Any available refund will generally be considered only after the package has been returned to an authorized location and inspected.

Delivery Attempts

Some shipments may require:

  • A signature
  • An adult recipient
  • Delivery verification
  • Collection from a postal or carrier facility
  • Additional information from the recipient
  • Payment of applicable customs charges

The customer is responsible for reviewing carrier notices and completing reasonable steps required to receive the package.

Failure to respond to the carrier may result in delay, return, storage fees, or disposal according to carrier rules.

Packages Marked as Delivered

If tracking indicates that a package was delivered but it cannot be located, customers should first:

  • Verify the shipping address
  • Check the mailbox and all entrances
  • Check porches, garages, gates, and safe locations
  • Ask household members
  • Ask neighbors
  • Check with reception, security, or building management
  • Review carrier delivery photographs or notices
  • Allow until the end of the delivery day
  • Contact the carrier and request delivery details

After completing these steps, contact MemoryHaven and provide:

  • Your order number
  • The tracking number
  • The date and time shown as delivered
  • Any carrier case or claim number
  • Relevant supporting information

MemoryHaven will provide reasonable assistance when possible.

A delivered tracking status does not automatically guarantee a refund or replacement. Resolution may depend on carrier confirmation, proof of delivery, insurance coverage, location information, claim results, and applicable law.

Lost Packages

A package may be treated as potentially lost when tracking has not updated for an unusually long period or the carrier confirms that it cannot be located.

Customers should contact us when:

  • Tracking has stopped updating beyond the normal transit window
  • The carrier reports that the package may be lost
  • The estimated delivery period has passed by a significant amount
  • The package has been routed incorrectly and has not recovered

MemoryHaven may open or assist with a carrier or supplier investigation.

An investigation may require additional time and does not guarantee a specific outcome.

When a package is verified as lost, the available resolution may include:

  • Replacement
  • Reshipment
  • Store credit with the customer’s agreement
  • Partial refund
  • Full refund

The appropriate resolution will depend on product availability, carrier findings, insurance, customer preference where applicable, and legal requirements.

Stolen Packages

MemoryHaven is not automatically responsible for theft occurring after a carrier confirms delivery to the correct address.

Customers should take reasonable precautions to receive packages safely, such as:

  • Monitoring tracking
  • Using a secure delivery location
  • Arranging for someone to receive the shipment
  • Requesting carrier delivery options when available
  • Collecting packages promptly

When theft is suspected, the customer may need to contact the carrier, building management, local authorities, or applicable insurance provider.

Nothing in this section limits any rights or remedies that cannot lawfully be excluded.

Damaged Packages

Customers should inspect packages promptly after delivery.

If a package or product arrives damaged, contact us within 7 calendar days after delivery.

Please provide:

  • Your order number
  • Clear photographs of the shipping box
  • Photographs of the shipping label
  • Photographs of all damaged products
  • Photographs of internal packaging
  • A description of the damage
  • Video evidence when reasonably necessary

Keep the product, packaging, labels, and shipping materials until the claim has been reviewed.

Do not discard damaged items unless MemoryHaven authorizes disposal in writing.

Damaged-product claims are handled according to our Return & Refund Policy.

International Shipping

MemoryHaven may ship to supported international destinations displayed during checkout.

International shipments may experience additional processing or delivery time due to:

  • Customs clearance
  • Import inspections
  • Local postal handling
  • Security checks
  • Regional delivery conditions
  • Documentation requirements
  • Duties or taxes awaiting payment

International delivery times are estimates and may vary significantly by destination.

Customs, Duties, and Taxes

Unless expressly stated at checkout, product prices and shipping fees do not include:

  • Import duties
  • Customs taxes
  • Value-added tax
  • Goods and services tax
  • Brokerage fees
  • Handling charges
  • Local government assessments

These amounts may be imposed by the destination country, customs authority, carrier, postal operator, or another third party.

The recipient is responsible for paying applicable import charges unless the checkout page expressly states that they were collected in advance.

MemoryHaven does not determine, control, or guarantee the amount of customs charges.

Refusing to pay customs charges may cause the shipment to be delayed, abandoned, destroyed, or returned. Any refund will remain subject to the Return & Refund Policy and legally permitted deductions.

Customs Information

Customers are responsible for confirming that ordered products may lawfully be imported into their destination.

MemoryHaven may provide product descriptions, values, quantities, and other shipment information to carriers and customs authorities as required.

We will not intentionally declare a false product value, describe merchandise inaccurately, or mark a commercial purchase as a gift to avoid duties or taxes.

Customs authorities may open and inspect packages without prior notice.

Customs processing is outside MemoryHaven’s direct control.

Delivery to Freight Forwarders

When a customer directs an order to a freight forwarder, package forwarding service, reshipper, hotel, temporary address, or third-party receiving company, delivery to that location may be treated as delivery to the customer where permitted by law.

MemoryHaven is not responsible for loss, damage, delay, repackaging, additional shipping, or customs issues occurring after the package is received and forwarded by an independently selected third party.

Customers should review the third party’s policies and inspect the package before further forwarding whenever possible.

Memorial Service and Event Dates

Customers purchasing for a funeral, memorial service, celebration of life, burial, anniversary, or other scheduled occasion should order as early as reasonably possible.

Estimated delivery dates do not guarantee arrival before a specific event.

MemoryHaven is not responsible for event-related costs, replacement purchases, venue expenses, printing expenses, or other consequential losses caused solely by an ordinary carrier or customs delay, except where liability cannot lawfully be limited.

Customers should not schedule a service or ceremony based only on an estimated delivery date.

Force Majeure and Events Outside Our Control

MemoryHaven is not responsible for delays caused by events beyond our reasonable control, including severe weather, natural disasters, carrier interruptions, labor disputes, civil emergencies, government actions, customs restrictions, infrastructure failures, pandemics, transportation shortages, or similar events.

This provision does not remove any obligation to provide notices, cancellation rights, or refunds required by applicable law.

Shipping Records

MemoryHaven may retain order, fulfillment, tracking, carrier, delivery, address-change, customer communication, and refund records for legitimate business, fraud-prevention, dispute-resolution, and legal-compliance purposes.

Customers should retain their order confirmation, shipping confirmation, tracking information, delivery notices, and correspondence until the order has been delivered and any concern has been resolved.

Relationship to Other Policies

Returns, refunds, replacements, cancellations, damaged items, non-returnable products, and unauthorized returns are governed by our Return & Refund Policy.

Personal information used for shipping and delivery is handled according to our Privacy Policy.

When this Shipping & Delivery Policy conflicts with mandatory consumer law, the applicable legal requirement will control.

Policy Changes

MemoryHaven may update this Shipping & Delivery Policy to reflect operational, carrier, product, regulatory, or legal changes.

The policy displayed when an order is placed will generally apply to that order unless applicable law requires otherwise.

Updates will be posted on memoryhaven.us with a revised “Last Updated” date.

Contact Information

For shipping, tracking, delivery, address, or carrier-related questions, contact:

Store Name: MemoryHaven
Legal Business Name: STOREVIA LIMITED
Email: vauossmnaiasom@gmail.com
Phone: +1 (936) 260-5549
Website: memoryhaven.us

Business Address:

Unit 809, 8/F Brill Plaza
84 To Kwa Wan Road
To Kwa Wan, Hong Kong

The business address above is provided for business identification and official correspondence.

It is not a physical retail store, public customer service counter, customer pickup point, fulfillment warehouse, or general return address. Do not send returns to this address unless MemoryHaven provides written authorization.

Customer support generally responds within 1–2 business days, Monday through Friday.