Refund policy

Cancellations, Returns & Refunds

Read the information below and, if you still have questions, please send an email to info@dadsheaven.com or call us at +1-505-218-7253.

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can initiate a refund before your payment is processed (completely free of charge).

If your payment has already been processed, you can still contact us and get your order canceled before it leaves the warehouse. In this case, cancellations are subject to a 6% cancellation fee (8% if processed through PayPal, and 10% if processed via Affirm). Pre-orders, custom products and made-to-order products cannot be canceled. Read the policies below.

Please note: If your order has already been processed with the manufacturer or warehouse, we may not be able to cancel it, even if a tracking number hasn’t been assigned yet. Special deals and flash sales may also be non-cancellable. If you have any second thoughts, it’s important to contact us as soon as possible.

Reach an agent during business hours at +1-505-218-7253, use the chat in the bottom right corner of your screen, or email us by filling out the form on the contact page or writing directly to info@dadsheaven.com.

Refunds and Returns

As our customer, you are entitled to request a return and refund for non-custom orders upon receipt of your product.

If your product arrived with no signs of damage, and the return is only requested as a result of personal preference i.e. buyer's remorse:

The product will be eligible for return/refund in the 20 days following the delivery of the product.
Contact us at info@dadsheaven.com so we can provide you with supplier or manufacturer-specific information and guidelines to guarantee the best return experience possible.
The customer must make the necessary arrangements to have the products shipped back to the warehouse. As we work with several different manufacturing and distribution partners, the return address may vary, so we will provide the correct address on an item-by-item basis once you request a refund.
In most cases, returns must be approved by the manufacturer or supplier prior to being processed.
The customer is responsible for all shipping costs.
The product must be returned in its original, unopened, and unused condition. The package(s) and/or pallets must be returned in their entirety.
Once the items are returned to the manufacturer's warehouse and are checked to be in good working order and in their original packaging, we can issue credit for the item, less a 30% restocking fee.
By default, the refund will be issued to the same payment method used during checkout (if not available, store credit will be issued instead) within 5 business days after the manufacturer issues the refund to us.

If your product arrives without visible damage but malfunctions after opening, the manufacturer is responsible for evaluating the issue and responding accordingly under their warranty. This typically includes troubleshooting, repair, or replacement.

Please note that all items being returned must have prior approval. Contact us at info@dadsheaven.com so we can start processing your claim.

Please understand that return and refund policies often vary on a manufacturer/shipping method basis; for more information, check specific product pages or reach out to us if you would like specific information on the brand/s of your selected product/s.

After the shipment has left the warehouse, we can no longer be responsible for damages caused by the carrier. We encourage you to follow the guidelines in the Exchange Agreement and Damages sections below and contact us immediately in the event of shipment damage so we can help with the claim and ensure the highest possible coverage.

Custom Orders

Pre-orders, custom products and made-to-order products cannot be canceled, returned, or refunded as these products are reserved or put into production specifically for your order.

These units are custom-made to your specifications or created after you order. Despite the fact that this type of order cannot be canceled or returned, be aware that manufacturers guarantee you a fully functional and operational product i.e. typically at least 1 year of coverage against any manufacturer’s defects with the option to replace or fix the defect. Please note the manufacturer might reserve the right to request suitable images and proof of any warranty claim prior to the warranty being honored.

Certain products even offer an extended warranty, others a lifetime warranty against defects in the material and workmanship (not freight damage). Please, refer to the "warranty" section on the product page for more specific information.

If it needs to be clarified whether your order is custom or made to order, please message or call us. Note that all our rustic products labeled with the Viking Log brand are considered custom-made.

Please note that all sales are final for custom-made and made-to-order products.

Shipping Times

We provide estimated shipping times on our product pages. However, these estimates may change without notice due to factors beyond Dads Heaven’s control, including supply chain issues, manufacturer delays, or high shipping demand.

Please note that during certain periods — such as the Christmas and holiday season, or around the Chinese New Year (typically late January to February) — some of our staff, logistics partners, and processes involved in preparing and coordinating deliveries may be affected by seasonal slowdowns. These can result in longer processing or shipping times.

Delays caused by third-party delivery companies or other unforeseen circumstances are also beyond our responsibility. A delayed delivery, by itself, is not a valid reason for delivery refusal. While we understand that delays can be frustrating, we kindly ask for your patience as we work to fulfill your order.

We truly appreciate your business and understanding, and we thank you for your continued support.

Please Read the Following

Exchange Agreement

I (the customer) understand that I am responsible for inspecting the package upon delivery, notating and taking pictures if there is any damage, and providing the necessary proof to Dads Heaven within 24 hours of the product being delivered.
I understand that signing the Bill of Lading (BOL)/ Proof of Delivery (POD) will be requested by me from the driver. If I do not note that there is possible, or even specific damage at the time the POD is signed, a claim cannot be filed and any damages will be my responsibility.
I should mark “Subject to inspection” or write “Possible damage to contents of the crate(s)” when accepting the shipment. If there is an issue, then it should be reported immediately as a delay can affect the claim.
I understand the product should be inspected for damages and those damages must be written on the BOL/POD.
I understand that I am responsible for the cost of return shipping and the cost of shipping a new product in the event of a refund or exchange.
I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
I understand that, if my order has left the warehouse, I cannot receive a full refund.
I understand that, if the shipment of my order has already been arranged, I might not be able to cancel my order (even if a tracking number hasn’t been assigned yet).
I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 30%.
I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Dads Heaven.
I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimated time provided to me turned out to be incorrect due to factors outside the control of Dads Heaven (such as manufacturing and logistical constraints experienced by our partners).

Damaged or Lost Shipments

Please inspect the packaging of your item(s) when they arrive. If you notice any damage, please make a note of it on the delivery receipt or Bill of Lading (BOL/POD) before signing. If you're unsure about the condition of the contents, we recommend writing “Subject to inspection” or “Possible damage to contents of crate(s)” when accepting the shipment.

If your order arrives damaged, please contact us within 24 hours of delivery and send the following to info@dadsheaven.com:

Clear photos and/or videos of the damage to the packaging/crate or item
The item’s SKU or product label
A brief description of the damages

This documentation is required to file a freight claim. Any visible damage (including punctures or crushed areas) must be reported within 24 hours. Claims submitted after this window may be denied by the carrier.

If your order is missing or has not arrived as expected, please notify us within 24 hours of the scheduled delivery date. In some cases, shipments may be delayed or rescheduled by the carrier. We will coordinate with the shipping company to investigate and keep you informed throughout the process.

If the carrier confirms that your shipment was lost or damaged, we will offer a replacement or refund, as appropriate. Please note that refunds or replacements can only be issued once the carrier has completed their investigation and officially approved the claim. This process may take several business days, depending on the carrier.

Please note that we are not responsible for delays, losses, or damages caused by circumstances beyond our control, including but not limited to extreme weather, natural disasters, labor strikes, port congestion, or other disruptions within the freight or logistics networks.

Warranty

Warranties vary depending on the manufacturer. Please see individual product pages for details or contact us.

Warranty coverage applies to issues that arise over time from normal use, such as manufacturing defects or functional failures. It does not cover any damage that occurs during shipping or while unpacking the unit.

If your item arrives with visible damage or is found to be damaged when first opened, this is considered a shipping or handling issue, not a warranty claim. You must report such issues to us within 24 hours of delivery so we can initiate a damage claim with the delivery or logistics company.

Be aware that the warranty guarantees you a fully functional and operational product. This typically includes at least one year of coverage against manufacturer defects, with repair or replacement options provided by the manufacturer.

Please note that honoring the warranty is the sole responsibility of the manufacturer, not Dads Heaven. As part of their process, the manufacturer may request photos, videos, or other documentation to verify the issue before approving any warranty action. These requirements must be met for the warranty to be honored.

Some products may include a lifetime or extended warranty against defects or functional failures (not freight damage). Please refer to the Warranty section on the product page to confirm whether your item qualifies or contact us.

Returns

Dads Heaven's default policy is that customers are responsible for all return shipping charges as well as for all re-consignment fees resulting from customer error or delivery refusal.

All return requests must be reviewed and approved by the product’s manufacturer or supplier in accordance with their policies before a return can be processed. Returns sent without prior authorization may not be accepted.

Please note: our manufacturing partners and suppliers continuously update and improve their products. As a result, the item you receive may differ in appearance, features, or functionality from the images or description. These changes may include added, modified, or removed features. We always ship the latest available version, and we are not responsible for minor differences that result from these manufacturer updates.

Chargebacks

Our team of agents is here to assist you and resolve any issues. We are immediately responsive and will do all that is in our means to help you out and provide the best resolution.

Given this, any customer who files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.

Thank you for shopping with us!

Contact info@dadsheaven.com for any questions.

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