FAQ — Haven and Roam
Orders & shipping
How long will my order take?
Everything (except Paper Co. downloads) is made just for you once you order, so there are two parts to the wait. Production takes 2–7 business days, and shipping takes another 3–8 business days within the US. Most orders arrive in 7–14 business days. Shopping for Christmas? Production stretches during the busy season, so order by Tuesday, December 8 to get your gifts under the tree in time.
Do you offer free shipping?
Yes! Orders of $75 or more ship free, no code needed. Under $75, shipping is calculated at checkout based on your items and location.
Do you ship outside the US?
Not yet. We currently ship within the United States only. We'd love to bring Haven & Roam to more places down the road, so stay tuned!
Why did my order arrive in separate boxes?
Our products are made by different specialty makers, each skilled at their own craft. Order a sweatshirt and a mug, and they may come from different places on different days. Nothing's missing! Each package has its own tracking number.
Where's my tracking email?
Once your order ships, you'll get an email with a tracking number. If it's been more than 7 business days with no tracking email, check your spam folder, then reach out. We'll track it down.
Tracking says delivered, but it isn't here.
Check with your neighbors (a good excuse to say hi) and give it a day, since carriers sometimes mark packages delivered a little early. Still missing? Email us and we'll help you file a claim with the carrier.
Can I change my address or cancel my order?
Orders go into production quickly, so changes and cancellations can only be made within 12 hours of ordering. Email hello@havenandroam.com as soon as possible with your order number. After 12 hours, your order is already being made.
Returns & problems
Can I return or exchange something?
Because each piece is made just for you, we can't accept returns or exchanges for sizing, color or a change of heart. Before you order, check the size guide and product details on each listing. They're your best friend here, especially for gifts.
Something arrived damaged, misprinted or wrong.
If something went wrong on our end, we'll make it right. Email hello@havenandroam.com within 7 days of delivery with your order number and a clear photo of the issue (plus the shipping label, if the package was damaged). We'll send a free replacement or issue a refund, and you won't need to send anything back.
How long do refunds take?
Approved refunds go back to your original payment method. Depending on your bank, they can take 5–10 business days to show up on your statement.
The Studio
How do the sweatshirts fit?
A unisex standard fit, from S to 3XL, with a size chart on every product page. Want that slouchy, borrowed-from-your-older-brother look? Size up one.
What are they made of?
A soft, midweight fleece (80% cotton, 20% polyester), garment dyed for a vintage-washed look that feels broken in from the first wear. Designs are printed with DTF, so they stay bright through cookie baking, gift wrapping and plenty of Christmas movie marathons.
How do I wash my sweatshirt?
Machine wash cold and tumble dry low. Non-chlorine bleach only if you need it, iron or steam on medium heat, and skip the dry cleaner.
What about the beanies?
The embroidered cuff beanies are one size fits most, in a soft 100% acrylic knit. Hand wash, no bleach, and dry flat so they keep their shape.
Do the sweatshirts and beanies match?
Some do! Look for Shop Matching Sets on The Studio page.
The Mercantile
Do the pillow covers come with inserts?
Covers only, in 14", 16", 18" and 20". For a full, plump look, choose an insert about 2 inches larger than the cover. Both sides are printed and the zipper is hidden, so there's no wrong way to toss it on the couch.
What sizes are the blankets?
50" × 60" for one person and a good book, or 60" × 80" for sharing on movie night. The large size ships free on its own.
Can the mugs go in the dishwasher?
Yes, and the microwave too, because nobody wants to hand wash on Christmas morning.
Do the framed prints come ready to hang?
They do. Each one comes in a real pinewood frame with a shatter-proof plexiglass cover and the hanging hardware already attached. Choose 12" × 16" or 18" × 24".
How do I care for the table linens and tea towels?
Care instructions are on each product page. Most go right in the wash.
The Paper Co.
How do I get my download?
Planners and printables don't ship at all. Your download link appears right after checkout, and we'll email it to you too. No waiting by the mailbox required. The link expires, so download and save your file right away.
What format and size are the files?
Print-ready PDFs sized for US Letter (8.5" × 11"). Printing on A4? Choose "fit to page" in your print settings.
Can I type into the pages?
Nope, and that's kind of the point. They're made to be printed and filled in by hand, like the lists your mom kept on the fridge.
Can I print more than one copy?
As many as you like, for yourself and your family. Print at home or take the file to a local print shop.
Can I share or sell the files?
Paper Co. files are for personal use only, so please don't share, resell or distribute them.
Can I return a download?
Because digital files can't be returned once downloaded, all Paper Co. purchases are final sale. If you have trouble with a download or spot an issue with a file, email us and we'll help fix it.
I lost my download link.
It happens to the best of us. Email hello@havenandroam.com with your order number and we'll send a fresh one.
Everything else
Are your product photos real?
We use a mix of real photos and digital mockups to show each design in a cozy, real-life setting. What arrives at your door is a real, professionally made product, made to the exact details on its listing.
Do you take custom orders?
Not right now, but we're always dreaming up new designs. Send us your ideas!
Still have a question?
We're real people and we'd love to help. Email hello@havenandroam.com or visit our Contact page. We typically reply within 1–2 business days.