FOR RETAIL CUSTOMERS

Do I need to register to make a purchase?
No, you can simply select the item(s) you want and proceed to check out.

What forms of payment do you accept?
All major credit cards are accepted and processed through Paypal.

Do I need to join Paypal to make a purchase?
No, you can simply check out as a guest in Paypal.

How will my order be shipped?
Most small signs Domestic is USPS, Priority Mail (2-3 days) with tracking. We reserve the right to ship FedEx or UPS on our larger signs or combined sign orders due to weight. Your Tracking number is also added to your order the day it ships for your convenience.

Do you do custom orders?
Yes. We are always up for doing custom words or phrases, so please contact us! Please note however, coupon codes and special discounts offered do not apply to custom orders.

How long does it take before my order ships?
Current Production Times: 10-15 business days before shipping. Up to 4 weeks for custom orders. Larger signs or combined orders can take 8-14 business days in shipping.

Refunds and Exchanges

Can I return an item? 
Haven America reserves the right to determine whether we will grant a refund or an exchange on an order. Our products are all handmade by our crafstmen, one at a time and every piece is unique and made to order. Here is our basic criteria for granting a refund or exchange:

We will refund or exchange an item if:
- the item arrived broken or damaged beyond simple repair
- the item is lost in transit or never arrived 
- the item arrived in the wrong color, size, etc.

We do not refund Custom Orders because they are not resaleable. A Custom Order is an item that has unique features that only you requested. Some examples of Custom Orders are:
- A item with your name or logo printed on it
- an item in a color not shown on this web site
- an item in a size that is not shown on this site
- an order that was listed as a "Custom Order" on our site.

We realize that every situation is unique. Please contact us and we'll see if we can help you out. 

Haven America reserves the right to charge a re-stocking fee on any returned item.

 

FOR WHOLESALE CUSTOMERS

Do you sell wholesale?
Yes. If you are interesed in wholesale with us, please register here on this site. Once you've been approved, the pricing on the site will change to reflect our wholesale prices for you.

Who qualifies to be a wholesale customer? 
Any valid retail business either brick and mortar or on the Internet that is in the market of selling home furnishings or gift items that we feel would be a good fit for our line of products.

How do I open a wholesale account?
Since you are regestering on this site you have already began the application process of setting up an account with us. To complete the process, you must mail or email a copy of your State Tax ID number or business license along with your business card and a signed copy of our Terms and Conditions Agreement before we ship your first order. A copy of our Terms and Conditions Agreement will be emailed to you at the email address you provided.

Do you have a printed catalog?
At this time we only offer this site as our online catalog. Please register your company with our website to apply for a wholesale account.

How do I place my first order?
All first orders must have the signed copy of the Terms and Conditions along with a copy of your business license and your State Tax ID number to process your order. We cannot process your order if these documents are not submitted along with your order.

To download our Terms and Conditions PDF [CLICK HERE]

What is your minimum opening order?
$400.00 + shipping. Shipping is invoiced when your order is ready to ship.

What is your minimum on re-orders?
There are no minimums on re-orders.

How can I pay for my order?
All orders are prepaid at time of ordering. We accept all major credit cards.

How do you ship?
Shipping is usually FedEx Ground with tracking.

How do I pay for shipping?
Shipping is invoiced via Paypal when your order is ready to ship. Sorry, no COD's on shipping.

Can I offer custom colors to my customers?
All our pieces can be custom colored in any of our 27 distressed colors. If you would like to offer that to your customers in the future, so they can select them in person at your shop, upon request, we can provide you with one (1) sample set of colors with your first order, additional sets can be purchased for $25 each.

What are your lead times?
Our lead time is currently at about 3 to 4 weeks on most orders.

Do you drop ship?
Slippin' Southern will drop ship orders according to instructions on your purchase order. There is a flat $7 per order for this service. Each drop ship is considered a separate order.

Can I sell your signs on my web site?
Yes. However, to offer our products on your web site you must first get written permission from us to do so and you must purchase at least one of every item that you want to sell on your site. Once you have been approved, you may use our photographs from our site but you must rewrite your descriptions for each item in your own words. This helps your store and ours when it comes to Google scoring, that is, if our descriptions are the same Google will see the exact wording on both of our sites and will eliminate both of our items from their searches. Stores that use our actual copy will be asked to remove our items from their on-line store and any future privileges will be revoked.

Can I cancel my order?
Possibly, all cancellations must be in writing via e-mail within 2 business days of the initial order. Cancellations are not guaranteed. Please contact us if you are considering a cancellation.

What if I have a time-sensative order?
If you have an order that is time sensitive please contact our office before placing the order so we can confirm the availability of the item as well as the shipping method. The required date must also be written on the order form or noted on the order when submitting through our website. Orders submitted without the requested date that are time sensitive will be processed with the regular lead time.

What if I need to RUSH my order?
We may be able to RUSH your order, our normal lead time is 2-3 weeks. For an additional 20% on your whole order, we can RUSH your order. Please call or e-mail our office to confirm if a RUSH is available before placing your order. Also please contact our office to confirm these costs via email at Office@HavenAmerica.com

Can you expedite shipping?
Expedited shipping is available upon the customers request. Please contact us for details. 

Can I refuse a shipment? 
Unauthorized refusals of shipments will result in payment of all shipping charges and a re-stocking fee of 30% of the order.

What if my order is damaged?
Claims and Damages, shortages and defects must be notified within 48 hours of receipt of goods.
--If there is any damage to the outer packaging of the shipment, it is important to describe in writing the damage on the delivery receipt or electronic clipboard of carrier.
--If the shipment is signed for in good condition, but concealed damage has occurred, you must contact Slippin’ Southern within 48 hours to report the damage and request an inspection of the damaged goods.
--Please keep all original packaging for 7 business days after damage is reported.

What if I want to return an item?
All returns must be authorized by Haven America with the issuance of a Return Merchandise Authorization number. Any items returned without a valid RMA# will be refused and all shipping charges will be the responsibility of the sender. Any unauthorized items that are returned with authorized items will not receive credit. If an item is reported to be defective and upon authorized return is deemed by Slippin' Southern to be of the first quality, a re-stocking fee may apply and applicable shipping charges will be applied. Returns for first quality merchandise are not accepted.

Do you offer Zip Code Protection?  
We are happy to offer Zip Code Protection to retailers who have placed a previous order with us and have made a minimum purchase of $500/quarterly. This policy is created to help maintain a level of exclusivity to buyers in certain areas that carry our collections and allows us to continue to offer the quality and charm that is Haven America. The following restrictions apply: 

- Zip Code Protection is only offered to businesses who operate within a bricks and mortar storefront.

- If you own multiple locations, Zip Code Protection is only offered where minimum quarterly purchase requirement is met. 

- Zip Code Protection only applies to the category where the minimum purchase requirement is met.

- If quarterly minimum is not met, Zip Code Protection will be rescinded, without notice, and other vendors in your area will immediately become eligible for Zip Code Protection.  

Zip Code Protection is available upon request and subject to availability.

If you have more questions please email us at Office@HavenAmerica.com