General FAQ
Track Order
To track an order visit our order tracking page
Shipping Times
We strive to fulfill orders in a timely manner however as with customized products, we want to ensure quality and attention to each order. In general, the following times are to be expected however delays may incur depending on how busy we may become at any time of the year.
USA: 7-12 Days
UK: 14-19 Days
Canada: 9-14 Days
Europe: 14-22 Days
Rest of World: 7-30 Days
Email Marketing
If you're receiving too many emails from us or simply want to unsubscribe from our email list, we're here to help! Follow the steps below to unsubscribe from our emails.
LOCATING THE UNSUBSCRIBE OPTION
To unsubscribe from our emails, locate the most recent email you've received from us. Scroll down to the bottom of the email, and you'll find an "unsubscribe" option.
CLICKING ON THE UNSUBSCRIBE OPTION
Click on the "unsubscribe" option, and you'll be redirected to a page confirming your request. Note that it may take a few days for your request to take effect.
REJOINING OUR EMAIL LIST
If you change your mind and want to rejoin our email list in the future, you can easily do so by contacting our customer support team or by signing up again on our website.
Returns & Refunds
How do I initiate a return?
INITIATING A RETURN
To initiate a return, please email us at contact@serapina.com within 30 days of delivery and provide your order number and reason for the return. Our team will review your request and approve your return, after which you may ship the item back to us. Please ensure that the item is in its original packaging and unused condition, and include your order number and shipping name in the return package to help us quickly process your return.
OUR RETURN POLICY
We offer a 30-day return policy for unused items that are returned in their original packaging. However, we cannot issue refunds for items that have been used, worn, or damaged through normal use or misuse. Customers are responsible for return shipping costs, except in cases where the item was damaged upon receipt. We do not reimburse shipping costs.
PROCESSING YOUR RETURN
Upon receipt of your return, it may take up to 10 business days for us to inspect the item/s. Once we confirm that all returned items are in good condition, please allow up to 40 business days from the date of refund confirmation for your refund to be processed. Please note that all refunds are processed in U.S. Dollar ($USD), the same as the original purchase, and customers are responsible for any fees associated with foreign currency transactions or exchange rates.
KEY TAKEAWAYS
- SERAPINA offers a 30-day return policy for unused items in their original packaging.
- Items that have been used, worn, or damaged through normal use or misuse are not eligible for a refund.
- Customers are responsible for return shipping costs, except in cases where the item was damaged upon receipt.
- All refunds are processed in U.S. Dollar ($USD), the same as the original purchase.
- Customers may contact contact@serapina.com for any questions or concerns about the return process.
FINAL THOUGHTS
At SERAPINA, we strive to provide our customers with the best possible shopping experience. If you need to return an item, we want to make this process as easy and hassle-free as possible. We hope this article has provided you with all the information you need to initiate a return and understand our return policy. If you have any questions or concerns, please do not hesitate to contact our customer service team at contact@serapina.com. We are always happy to help you!
How do I get a refund if my card was stolen?
LOST OR STOLEN CARD: WHAT TO DO
If your card has been lost or stolen and you need a refund, the first step is to contact us at contact@serapina.com. We'll do everything we can to assist you, including sending you a refund via PayPal if we haven't refunded you yet.
However, if we have already refunded your original purchase to the card used at the time of your order, we are unable to process a refund to a different credit card or PayPal account. But don't worry, we're here to help.
WHAT TO DO IF YOU NEED A REFUND TO A DIFFERENT PAYMENT METHOD
If you need a refund to a different payment method, we recommend that you contact your bank for further assistance in retrieving your funds. Your bank will be better equipped to provide you with solutions and advice.
Please note that we'll be happy to provide any documentation or information your bank may need to assist you in getting your refund. Simply contact us at contact@serapina.com, and we'll provide you with everything you need.
KEY TAKEAWAYS
- If you've lost or had your card stolen and need a refund, contact us at contact@serapina.com, and we'll do everything we can to assist you.
- If we haven't refunded you yet, we can send you a refund via PayPal.
- If we have already refunded your original purchase to the card used at the time of your order, we are unable to process a refund to a different credit card or PayPal account.
- If you need a refund to a different payment method, contact your bank for further assistance in retrieving your funds.
- We'll be happy to provide any documentation or information your bank may need to assist you.
FINAL THOUGHTS
Losing or having a card stolen can be a frustrating experience, but it's important to stay calm and take appropriate action to protect your finances. If you haven't received a refund yet, SERAPINA can send it via PayPal to get your money back as soon as possible. However, if the original purchase has already been refunded to the card used at the time of the order, it may not be possible to process a refund to a different credit card or PayPal account. In such cases, it's best to contact your bank for further assistance in retrieving your funds. At SERAPINA, we are committed to helping our customers through every step of the process and providing any necessary documentation or information to assist in the refund process.
Cancellation Policy
HOW TO CANCEL YOUR ORDER
If you need to cancel your order, please follow these steps:
- Go to our website and log into your account.
- Locate your order in the "Order History" section of your account.
- Click on the "Cancel Order" button next to the order you wish to cancel.
- A confirmation message will appear on your screen. Click "Confirm" to complete the cancellation process.
Please note that you must cancel your order within 24 hours of placing it to receive a refund. If you cancel outside of this timeframe, we may not be able to accommodate your request as the order will have already entered the processing phase.
HOW TO CHANGE YOUR ORDER
If you need to change your order, please follow these steps:
- Go to our website and log into your account.
- Locate your order in the "Order History" section of your account.
- Click on the "Change Order" button next to the order you wish to modify.
- You will be redirected to the product/service page. Select the desired changes you wish to make to your order.
- Once you've made your changes, click the "Update Order" button to save your modifications.
Please note that you must change your order within 24 hours of placing it. If you modify your order outside of this timeframe, we may not be able to accommodate your request as the order will have already entered the processing phase.
KEY TAKEAWAYS
- You can cancel or change your order within 24 hours of placing it.
- To cancel an order, log into your account and click on the "Cancel Order" button next to the order you wish to cancel.
- To change an order, log into your account and click on the "Change Order" button next to the order you wish to modify.
- If you cancel or change your order outside of the 24-hour timeframe, we may not be able to accommodate your request as the order will have already entered the processing phase.
- Refunds for canceled orders will be processed within 10 business days.
FINAL THOUGHTS
In summary, we understand that sometimes unexpected situations arise that may require you to cancel or modify your order. We want to make this process as easy as possible for you, which is why we've provided step-by-step instructions for how to cancel or change your order. It's important to note that you must do so within 24 hours of placing your order, as after this timeframe we may not be able to accommodate your request. If you cancel your order within the 24-hour timeframe, we'll process your refund within 10 business days. Our customer support team is always available to answer any questions or concerns you may have. We're here to provide you with the best possible customer service experience, so please don't hesitate to reach out to us if you need any assistance.
Returns & Refunds
HOW TO INITIATE A RETURN
If you are not completely satisfied with your purchase and wish to initiate a return, please email us at contact@serapina.com within 30 days of delivery and provide your order number and reason for the return. Please note that all returns must be approved by our team before shipping the product back to us. Items must be returned in their original packaging and in unused condition. Please include your order number and shipping name in your return package to help us quickly process your return. Customers are responsible for return shipping costs unless the item was damaged upon receipt.
INSPECTION PROCESS
Upon receipt of your return, it may take up to 10 business days for us to inspect your item/s. After we confirm that all returned items are in good condition, please allow up to 40 business days from the date we confirm your refund to process. If you do not receive your refund after we have confirmed it has been processed and successfully refunded, please contact your financial institution.
RESTOCKING FEE
If you return an item that is not approved by our team, without a valid reason, or is outside of the 30-day window, we reserve the right to charge a restocking fee of up to 25% of the purchase price.
NO REFUNDS FOR USED, WORN, OR DAMAGED ITEMS
We do not issue refunds for items that have been used, worn, or damaged through normal use or misuse.
CURRENCY OF REFUND
All refunds are processed in U.S. Dollar ($USD), the same as the original purchase. Please note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.
REVIEW OUR POLICY
Please note that we reserve the right to modify our Return & Refund Policy at any time, and it is the responsibility of the customer to review the most recent version of the Return & Refund Policy before purchasing and using our products. By purchasing and continuing to use SERAPINA products, customers are indicating their acceptance of this Return & Refund Policy.
KEY TAKEAWAYS
- We offer a 30-day return policy for unused items that are returned in their original packaging.
- We do not issue refunds for items that have been used, worn, or damaged through normal use or misuse.
- To initiate a return, please email us at contact@serapina.com within 30 days of delivery and provide your order number and reason for the return.
- Customers are responsible for return shipping costs, unless the item was damaged upon receipt.
- Upon receipt of your return, it may take up to 10 business days for us to inspect your item/s.
- All refunds are processed in U.S. Dollar ($USD), the same as the original purchase.
- Please note that we reserve the right to modify this Return & Refund Policy at any time.
FINAL THOUGHTS
In summary, our return and refund policy is designed to ensure that customers are satisfied with their purchases while also protecting our business from fraudulent or abusive returns. We understand that sometimes items may need to be returned, and we strive to make the process as easy as possible for our customers. However, it is important to note that we have specific guidelines for returns and refunds, including a 30-day window for returns, the requirement that items be in unused condition and returned in their original packaging, and the potential for restocking fees. We do not issue refunds for items that have been used, worn, or damaged through normal use or misuse, and customers are responsible for return shipping costs. While we aim to process refunds as quickly as possible, it may take up to 40 business days for us to confirm and process a refund. We appreciate our customers' understanding and support of our Return & Refund Policy.
Damaged Items
REPORTING A DAMAGED ITEM
If your item arrives damaged, please let us know within 48 hours of delivery. To report a damaged item, please email us at contact@serapina.com and include a clear photo of the damage. This will help us determine if you are eligible for a replacement at no cost to you. Please include the following information in your email:
- Order number
- Item name and description
- Brief description of the damage
- Clear photo of the damage
Once we receive your email, our team will review the information and determine if you are eligible for a replacement. If you are eligible for a replacement, we will send you a new item as soon as possible. Please note that we do not refund, replace, nor accept returns for items damaged through normal use, wear and tear, or misuse.
ITEMS THAT QUALIFY FOR A REPLACEMENT
We consider an item damaged if it has a defect or if the product is physically broken. Damaged packaging that occurred during shipping such as dented boxes, etc. with a product in good condition is not considered damage. If your item qualifies for a replacement, we will send you a new item at no cost to you.
ALTERNATIVE SOLUTIONS
If you do not qualify for a replacement, we may be able to offer an alternative solution. For example, we may be able to provide a discount on a future purchase or offer a store credit. If you have any questions or concerns, please do not hesitate to contact us.
KEY TAKEAWAYS
- Report a damaged item within 48 hours of delivery by emailing us at contact@serapina.com and including a clear photo of the damage.
- Include your order number, item name and description, and brief description of the damage in your email.
- We will determine if you are eligible for a replacement at no cost to you.
- Damaged packaging that occurred during shipping with a product in good condition is not considered damage.
- We do not refund, replace, nor accept returns for items damaged through normal use, wear and tear, or misuse.
FINAL THOUGHTS
In conclusion, we understand how frustrating it can be to receive a damaged item, and we want to make it as easy as possible for you to report it and get a replacement. By following the steps outlined in this article, you can quickly and easily report a damaged item to us and receive a replacement at no cost to you, as long as you notify us within 48 hours of delivery and provide clear photos of the damage. We take pride in our packaging process to prevent damage during shipping, but we understand that sometimes accidents happen. Rest assured that we are committed to providing you with the best possible customer service and resolving any issues that may arise.
Shipping & Delivery
SHIPPING AND DELIVERY DELAYS
We understand that timely delivery of your order is crucial, and we always strive to ensure that your package is shipped and delivered as quickly as possible. However, sometimes unforeseen circumstances may cause delays that are beyond our control. In this section, we will provide you with information on what to do if you encounter any shipping or delivery delays.
SHIPPING AND DELIVERY DELAYS
There are a variety of reasons why your package may be delayed, including issues with the courier, customs, weather conditions, or other unforeseen circumstances. While we do everything in our power to prevent such delays, they can still occur, and we want to make sure you are prepared in case it happens to you.
WHAT TO DO IF YOU ENCOUNTER SHIPPING OR DELIVERY DELAYS?
If you experience any problems with your delivery, please contact the courier directly for assistance. Most couriers have dedicated customer service teams that can help you track your package or provide updates on any delays.
Additionally, if you have any concerns or questions about your shipment, please don't hesitate to contact our customer support team. We may not be able to control the delivery process, but we're here to help you in any way we can.
KEY TAKEAWAYS
- Shipping and delivery delays can happen due to various factors, including issues with the courier, customs, weather conditions, or other unforeseen circumstances.
- If you experience any problems with your delivery, contact the courier directly for assistance.
- If you have any concerns or questions about your shipment, contact our customer support team.
FINAL THOUGHTS
In conclusion, we understand that dealing with issues related to our product or service can be frustrating, and we're here to help you through any challenges you may face. We hope that the information provided in this section has been helpful and informative in addressing your concerns. We value your feedback and strive to continue improving our services to meet your needs. Thank you for choosing our company, and we look forward to serving you in the future. If you have any further questions or concerns, please don't hesitate to contact our customer support team.
Fraud Prevention
HOW WE PROTECT YOU AGAINST FRAUDULENT ACTIVITY
As a company, we take the protection of your personal information and the security of your transactions very seriously. To this end, we employ various measures to safeguard your financial information and prevent fraudulent activity from taking place. Here's what you need to know about our anti-fraud measures:
ADDRESS VERIFICATION
We verify all billing and shipping addresses to ensure they match the information on file with the payment processor. This helps us confirm that the person placing the order is the legitimate cardholder and not an unauthorized individual using someone else's card. If we find any discrepancies, we will reach out to the customer to verify the address before processing the transaction.
MONITORING TRANSACTIONS
We monitor all transactions for suspicious activity using sophisticated fraud detection tools. If we detect any unusual activity, we will take immediate action to investigate the transaction and may request additional information from the customer to verify the transaction.
FRAUDULENT ACTIVITY
If we suspect any fraudulent activity, we reserve the right to cancel the transaction and notify the customer immediately. This is for the protection of both the customer and our company. We take all necessary steps to ensure that your personal information is secure and protected against any fraudulent activity.
KEY TAKEAWAYS
- We verify all billing and shipping addresses to ensure they match the information on file with the payment processor.
- We monitor all transactions for suspicious activity using sophisticated fraud detection tools.
- We may request additional information from the customer to verify the transaction.
- We reserve the right to cancel the transaction and notify the customer immediately if we suspect fraudulent activity.
FINAL THOUGHTS
In conclusion, we want you to know that protecting your personal information and preventing fraudulent activity is a top priority for us. We have implemented various anti-fraud measures, such as address verification and transaction monitoring, to ensure the security of your financial information. If we suspect any fraudulent activity, we will take immediate action to investigate the transaction and notify you promptly. We understand the importance of providing you with a safe and secure shopping experience, and we are committed to working tirelessly to protect your personal information. If you have any concerns or questions, please don't hesitate to contact our customer support team, who will be happy to assist you.
Shipping & Delivery
Change Shipping Address
At SERAPINA, we know how important it is for our customers to receive their orders accurately and on time. Accurate shipping details are crucial to ensure that your order is delivered to the correct address and in a timely manner. Here are some important tips to ensure that your shipping details are accurate when placing an order with us.
VERIFY YOUR SHIPPING DETAILS AT CHECKOUT
It is the customer's responsibility to double-check and ensure that their shipping details are accurate and complete at the time of checkout. Please ensure that you provide the correct street address, apartment/unit number (if applicable), zip code, and phone number. This helps us ensure that your order is delivered to the correct address.
ADDRESS VERIFICATION EMAIL
At SERAPINA, we want to make sure that your order arrives at the correct address and in a timely manner. If there are any system-detected address issues, our customer support team will send an email within 3 business days of your order being placed to verify your shipping details. We ask that you respond to this email within 24 hours to confirm or update your shipping address. Failure to respond within this time may result in the cancellation of your order. So, please make sure to keep an eye out for our emails and respond to them as soon as possible.
VERIFY YOUR SHIPPING DETAILS IN ORDER CONFIRMATION EMAIL
When you place an order with us, we send an order confirmation email to the email address you provided. In this email, we ask that you verify your shipping address and request that you email us at contact@serapina.com within 6 hours of placing your order if there are any changes or corrections needed. Please make sure to check your order confirmation email and let us know if there are any corrections or changes to be made.
CHANGES TO SHIPPING DETAILS AFTER 24 HOURS OF ORDER PLACEMENT
While we understand that mistakes can happen, please note that any changes to shipping details after 24 hours of placing an order may not be accommodated, as the order may already be in the shipping process. So, it's crucial that you double-check your shipping details as soon as possible to avoid any delivery delays.
KEY TAKEAWAYS
- Accurate shipping details are crucial to ensure that your order is delivered to the correct address and in a timely manner.
- Verify your shipping details at checkout and in the order confirmation email.
- Respond to our address verification email within 24 hours to confirm or update your shipping address.
- Changes to shipping details after 24 hours of placing an order may not be accommodated.
- Double-check your shipping details as soon as possible to avoid any delivery delays.
FINAL THOUGHTS
At SERAPINA, we strive to make sure that our customers receive their orders in a timely and efficient manner. By taking the time to double-check your shipping details and responding to our address verification emails, you can help ensure a smooth delivery process. If you do notice any errors or need to make any changes to your shipping details, please don't hesitate to reach out to us as soon as possible. We're here to help!
Can't find but marked as delivered
If you have ever eagerly awaited a package delivery only to receive a notification that it was delivered, but you can't seem to find it anywhere, you know how frustrating it can be. In this article, we'll discuss the common reasons why a package may not be delivered as expected and the steps you can take to locate your package.
DOUBLE-CHECK THE SHIPPING ADDRESS
Before you start panicking, double-check the shipping address. It's possible that the package was delivered to the wrong address due to a typo or an error in the system. Ensure that the shipping address is correct, including the apartment or suite number.
CHECK WITH NEIGHBORS OR CO-WORKERS
If you share a delivery location with neighbors or co-workers, check with them to see if they accepted the package on your behalf. It's possible that the package was delivered to them by mistake.
CHECK UNEXPECTED DELIVERY LOCATIONS
Check all areas where the package may have been left that you didn't expect, such as bushes or another doorstep, and any safe locations that may have been used, such as a mailbox or package locker. Sometimes, the carrier may have left the package in an unexpected location for security purposes.
CONTACT THE CARRIER
If you've exhausted all options and still can't locate your package, contact the carrier directly. Provide them with the tracking number and any additional information that may help locate the package. Typically, carriers will attempt delivery again within a few business days after marking a package as delivered, so give it a bit of time.
SUBMIT A MISSING MAIL SEARCH REQUEST
If you still haven't received your package after the specified number of business days, you can submit a missing mail search request. USPS has specific forms for missing mail search requests, and DHL may require an investigation for lost packages. This process may take several days, but it's worth the effort to locate your package.
REACH OUT TO US
If you need further assistance, SERAPINA is always here to help.
KEY TAKEAWAYS
- Double-check the shipping address to ensure it's correct.
- Check with neighbors or co-workers to see if they accepted the package on your behalf.
- Check all unexpected delivery locations.
- Contact the carrier and provide them with the tracking number and any additional information that may help locate the package.
- Submit a missing mail search request if you still haven't received your package after the specified number of business days.
- Reach out to SERAPINA for further assistance.
FINAL THOUGHTS
It can be frustrating to receive a delivery confirmation but not receive the package. There are several reasons why this may happen. By double-checking the shipping address, checking with neighbors or co-workers, and contacting the carrier or submitting a missing mail search request, you can increase your chances of locating your package. Remember to be patient and give the carrier time to attempt delivery again, and if all else fails, SERAPINA is always here to help.
What if my package is lost or stolen?
HOW WE CAN ASSIST YOU
If you have experienced a lost or stolen package, we understand how frustrating it can be. Unfortunately, once we hand over the package to our courier partners, it is out of our control. However, we are committed to helping you as much as possible.
Please contact us at contact@serapina.com if you experience any issues with your package. We will do our best to assist you in resolving the issue. We will also contact the courier company on your behalf to follow up on the claim and provide updates.
It's important to note that SERAPINA is not responsible for lost or stolen packages during the shipping process, and these fall outside of our refund policy. However, we will do everything we can to assist you in resolving the issue. If the package is not found or delivered, we may offer a replacement, depending on the situation.
HOW TO FILE A CLAIM WITH COURIER COMPANY
We recommend that you also reach out to the courier company directly to file a claim for your lost or stolen package. Most courier companies have a claims process for lost or stolen packages, and they may require additional information from you to complete the process.
To file a claim with the courier company, you will need to provide them with the following information:
- Your name and contact information
- The tracking number for the package
- The date the package was shipped
- The shipping address
- The value of the package
Once the claim is filed, the courier company will investigate the issue and determine if they are liable for the lost or stolen package. If the claim is approved, the courier company may offer a reimbursement or a replacement package.
PREVENTION TIPS
While we cannot control everything during the shipping process, there are a few things you can do to help prevent lost or stolen packages:
- Provide accurate shipping information: Please double-check your shipping address before submitting your order. If you notice an error, please email us at contact@serapina.com within 6 hours after ordering to make any corrections.
- Consider package insurance: If you are shipping a valuable item, you may want to consider purchasing package insurance through the courier company. This can provide additional protection in case the package is lost or stolen.
- Track your package: Most courier companies offer tracking information for your package. This can help you keep an eye on the package and ensure it arrives at its intended destination.
KEY TAKEAWAYS
- If your package is lost or stolen, please contact us at contact@serapina.com for assistance.
- You should also file a claim with the courier company directly to help track down the missing package.
- SERAPINA is not responsible for lost or stolen packages during the shipping process, but we will do everything we can to assist you.
- To prevent lost or stolen packages, please double-check your shipping information, consider package insurance, and track your package.
FINAL THOUGHTS
In conclusion, we understand how frustrating it can be to experience a lost or stolen package. While we cannot guarantee the safe delivery of your package once it is handed over to our courier partners, we will do everything in our power to assist you in resolving the issue. This includes contacting the courier company on your behalf and offering a replacement package, depending on the situation. We ask customers to verify their shipping address and report any errors within 6 hours after ordering, as well as file a police report in the event of a lost or stolen package. We appreciate your understanding and cooperation in helping us ensure that your packages are delivered safely and securely.
I received a damaged package
As much as we take pride in the quality of our products and the careful packaging we provide to ensure that they are in perfect condition, packages may sometimes be damaged during transit by courier companies. In this article, we'll guide you on what to do if you receive a damaged package from SERAPINA.
REPORTING THE ISSUE
If you receive a package that appears to be damaged, please follow these steps:
- Take photos of the packaging, including any dents, tears, or damages.
- Contact the courier company as soon as possible to report the issue.
- Send us an email at contact@serapina.com with the same photos of the packaging, and we'll do our best to assist you.
Please note that if you fail to report the issue immediately, it may affect our ability to assist you effectively.
OUR REFUND POLICY
It's essential to understand that any damage caused by courier handling falls outside of our refund policy. We cannot control how the courier handles the package once it leaves our facilities. However, we do appreciate your understanding in this matter, and we will do everything we can to assist you in resolving any issues with damaged packages.
TIPS TO AVOID DAMAGED PACKAGES
Although we take every measure to ensure that our products are packed securely, there are still some tips to avoid damaged packages:
- Choose the right courier company that has a good reputation for handling packages carefully.
- Inspect the package immediately upon receipt and take photos of the packaging before opening it.
- If you notice any damage to the package, do not accept it, and instead, ask the courier to return it to us.
KEY TAKEAWAYS
- If you receive a damaged package, take photos of the packaging, report the issue to the courier company immediately, and send us an email with the same photos.
- Our refund policy does not cover damage caused by courier handling.
- To avoid damaged packages, choose the right courier company, inspect the package upon receipt, and do not accept it if you notice any damage.
FINAL THOUGHTS
We understand that receiving a damaged package can be frustrating, and we apologize for any inconvenience this may cause. While we take every precaution to ensure that our products are well-packed and of the highest quality, we cannot control how the courier handles them once they leave our facilities. We appreciate your understanding in this matter and are committed to doing everything we can to assist you in resolving any issues that may arise. Please do not hesitate to contact us if you have any further questions or concerns. Thank you for choosing SERAPINA, and we look forward to serving you again in the future.