Shipping

Shipping Policy

Shipping & Delivery

At Heaven Muse, we know you’re excited to receive your order, and we’re committed to getting it to you as quickly and safely as possible. The information below outlines how we process, ship and support your order from the moment it’s placed until it arrives at your door.

Order Processing

Orders are typically processed within 5 business days.

Processing time begins once your order has been successfully placed and payment has been received. Processing times do not include weekends, statutory holidays or shipping transit times.

During product launches, promotional events, holiday periods or unforeseen circumstances, processing times may be extended. If a significant delay is expected, we’ll do our best to notify you as soon as possible.

Shipping Confirmation

Once your order has been packed and collected by the shipping carrier, you’ll receive a shipping confirmation email containing your tracking information.

Please note that tracking updates may occasionally take up to 24 hours to appear after the carrier has received your shipment.

Shipping Estimates

Shipping estimates displayed at checkout refer to carrier transit times only and do not include our order processing time.

While we always strive to meet estimated delivery windows, shipping timelines are estimates only and cannot be guaranteed.

Once your order has been transferred to the shipping carrier, delays caused by weather, customs processing, transportation networks, labour disruptions, carrier volume or other circumstances outside of our control may occur.

Complimentary Shipping

We proudly offer:

Free worldwide shipping on orders over $300 USD

Shipping eligibility is calculated using your qualifying order subtotal before taxes and after applicable discounts. Gift cards do not count toward the complimentary shipping threshold.

Shipping charges are non-refundable once an order has entered processing.

Address Accuracy

Please ensure your shipping address is complete and accurate before placing your order.

This includes:

• Apartment or unit numbers
• Buzzers or access codes
• Business names, where applicable
• Correct postal or ZIP codes

Orders returned due to incomplete or incorrect shipping information may be subject to additional shipping charges before being reshipped.

Heaven Muse is not responsible for delays, delivery issues or additional costs resulting from incorrect or incomplete shipping information provided at checkout.

Pre-Orders

Some of our most anticipated pieces may occasionally be offered on a pre-order basis.

Estimated shipping windows are displayed on the applicable product page and may vary depending on production timelines.

Shipping estimates displayed at checkout do not apply to pre-order items.

If your order contains both in-stock and pre-order items, your order will typically ship once all items are available.

If you would like your in-stock items shipped separately, please contact us before placing your order. Additional shipping charges may apply.

Pre-order items are specially reserved for you and are considered Final Sale. Should you decide to cancel your pre-order before shipment, store credit will be issued. Refunds are not available except where required by applicable law.

Lost Packages

Once your order has been accepted and scanned by the shipping carrier, responsibility for transportation of the shipment transfers to the carrier.

If your package appears to be lost in transit, please contact us as soon as possible.

We’ll gladly assist by opening an investigation with the shipping carrier where applicable.

If the carrier confirms that your shipment has been lost and cannot be recovered, we’ll replace the item, subject to availability, or issue store credit at our discretion.

Carrier investigations must be completed before a replacement or store credit can be issued.

Packages Marked as Delivered

Packages marked as Delivered by the shipping carrier, including deliveries made to mailrooms, concierge desks, apartment lobbies, parcel lockers or designated safe locations, are not considered lost shipments.

If your tracking indicates your package has been delivered but you cannot locate it, we recommend:

• Checking around your property and all delivery locations
• Contacting your building manager, concierge or neighbours
• Checking parcel lockers or community mailboxes
• Contacting the shipping carrier directly for additional delivery details

We’ll gladly provide any tracking information or delivery documentation available to assist with your search.

Delays Beyond Our Control

While we always strive to deliver orders as quickly as possible, delivery timelines may occasionally be affected by circumstances outside of our control, including:

• Severe weather
• Customs inspections
• Labour disruptions
• Carrier network delays
• High shipping volumes
• Transportation interruptions

These circumstances do not constitute grounds for order cancellation, shipping refunds or compensation.