Shipping Policy

HAVEN & HEEL is committed to providing you with a first-class shopping experience from start to finish. We guarantee to take all necessary precautions to ensure your package arrives undamaged.

Available Countries/Regions:

We are proud to offer international shipping. However, there are some areas we cannot reach. If your country/region is in an area where we cannot deliver, we will contact you.

Tax-free (including sales tax), shipping is $8.99 for orders under $59.99.

Free shipping on orders over $59.99!

All orders will ship within 2-5 business days, and products typically take 11-25 business days to arrive after shipment.

Please note that shipping time does not include processing time.

The total time required to receive your order is processing time + shipping time, estimated at 11-18 business days.

Please be sure to provide a detailed shipping address (including the street number). Otherwise, our customer service team will notify you, which may delay shipping.

We will notify you by email with a tracking number after your goods have shipped.

If you do not receive the email or the tracking number is invalid, please don't worry. Contact us and we will help you resolve the issue!

For more detailed information, please email service@havenheel.com, and we will be happy to assist you!

Receiving Instructions: Please carefully inspect your package upon receipt. If there is any damage or missing items, please contact us immediately and provide relevant proof within 24 hours.

If you have not received your order within 30 business days of receiving the shipping confirmation email, please contact us at service@havenheel.com with your name and order number, and we will investigate.

After-Sales Service: If the product is damaged or lost due to shipping issues, we will provide a refund service depending on the specific circumstances. Please contact our customer service team promptly.

All goods are tax-free, including sales tax.

This means you will not pay any additional sales tax at the time of purchase.

We recommend that you check the displayed tax information during checkout to understand the specific tax amount for your purchase. If you have any further questions or concerns regarding taxes, please feel free to contact our customer service team. We are happy to assist you.

Please note that this tax policy is subject to change based on updates or amendments to state and local tax laws. Thank you for your understanding and cooperation in complying with applicable tax regulations.

Product prices include customs duties and taxes.

Please note that customs duties and taxes are included in your total purchase price. The determination and assessment of customs duties and taxes are the responsibility of the customs authorities of the destination country. While these charges are not always applicable, they are calculated based on the value of your order and the import duty-free allowance of the destination country, if applicable.

If the package is refused delivery, the recipient is responsible for all return-related costs. Refunds for internationally refused packages will be issued after deducting the relevant costs.

Please note that any delays related to customs clearance are beyond our control. We recommend that you contact your local customs authorities to check the status of your package or inquire whether your package has been detained.

If you have any further questions, please contact us, and we will do our best to assist you.

What is neoprene?

Neoprene is a flexible, high-performance, and water-resistant synthetic materialknown for its durability and comfort. In StrideOn products, it acts like a lightweight, scuba-like fabric that’s built to move with you — whether you're commuting, traveling, or exploring the city.

Why does StrideOn use neoprene in its products?

We chose neoprene for its unique combination of strength, flexibility, and style. It’s water-resistant, easy to clean, and offers excellent shock absorption and cushioning, which helps protect your belongings and keeps you comfortable during long days on the go. Plus, its sleek, smooth texture gives StrideOn designs a sporty yet chic aesthetic.

Is neoprene waterproof?

Neoprene is water-resistant, meaning it can repel light moisture and spills, making it ideal for everyday use in unpredictable weather or urban environments. While it’s not fully submersible like a wetsuit, it performs exceptionally well against rain splashes, light rain, and accidental spills.

Is neoprene easy to clean?

Yes — one of the best things about neoprene is how low-maintenanceit is. Most dirt, dust, or light stains can be wiped away easily with a damp cloth and mild soap. Its smooth surface resists absorbing liquids, which helps it stay looking clean and fresh with minimal effort.

Does neoprene provide padding or protection for my belongings?

Absolutely. Neoprene has natural shock-absorbing and cushioning properties, which help protect your items inside StrideOn bags or cases. Whether it’s your laptop, tablet, or daily essentials, neoprene-lined compartments offer a soft yet secure fit that helps prevent bumps and scratches.

How does neoprene feel to the touch / against my skin?

Neoprene has a smooth, soft, and slightly luxe feelto it. It’s not rough or scratchy — instead, it offers a comfortable, flexible feel against your skin (in items like straps or inner linings) and gives StrideOn products a modern, athletic-meets-fashionable edge.

Do StrideOn shoes with neoprene or other materials provide arch support?

Yes, many StrideOn shoes, including those that may incorporate neoprene or other high-performance materials, are designed with ergonomic footbeds that offer excellent arch support. We understand the importance of proper foot alignment, especially for those who spend long hours on their feet or have specific comfort needs.

Our arch support featureshelp distribute weight evenly, reduce foot fatigue, and promote natural posture. Whether you're managing plantar fasciitis, standing all day, or simply looking for all-day comfort, our shoes are engineered to provide the stability and cushioning your arches need. For specific support levels, please refer to the product description or consult our customer service team to find the best match for your foot type.

Sign up and save

Subscribe to us and don’t miss out on discounts!