Shipping Policy

At Serenett, we work with a curated selection of independent wellness and lifestyle brands. Because products may be fulfilled by different brand partners or fulfillment locations, processing times, shipping methods, and delivery timelines may vary by item.

Order Processing

Each product follows the processing schedule of the brand or fulfillment partner responsible for shipping the item.

Estimated processing information may be displayed on the product page, during checkout, or in your order confirmation. Processing time refers to the time required to prepare an order before it is handed over to the shipping carrier.

Business days are Monday through Friday, excluding federal holidays.

Please note that processing time is separate from carrier transit time.

Shipping Destinations

We primarily ship to addresses within the United States.

Shipping availability is determined by the products in your order and your delivery address. Any available shipping options will be displayed during checkout.

Some products may have shipping restrictions based on the brand, fulfillment location, product type, or destination.

Shipping Rates

Shipping rates are calculated and displayed at checkout before payment is completed.

Rates may vary depending on:

• Your delivery address
• The products ordered
• Package size and weight
• The fulfillment location
• The shipping method selected

Any applicable shipping charges will be clearly shown before you place your order.

Estimated Delivery

Delivery estimates begin after an order has been processed and transferred to the shipping carrier.

The estimated delivery date shown at checkout or through the tracking link is provided by the carrier and is not guaranteed. Delivery may be affected by carrier disruptions, severe weather, holidays, peak shopping periods, or other circumstances outside our reasonable control.

Orders Containing Multiple Products

Products in the same order may be supplied by different brands or fulfillment locations.

As a result:

• Your order may arrive in multiple packages.
• Packages may be shipped on different dates.
• You may receive more than one shipping confirmation or tracking number.
• One product arriving before another does not necessarily mean that the remaining product is missing.

You will not be charged additional shipping fees after checkout solely because an order is divided into multiple shipments.

Order Tracking

Once an item has shipped, you will receive a shipping confirmation email containing the available tracking information.

For orders shipped in multiple packages, a separate tracking notification may be sent for each package.

Tracking information may take up to 48 hours to update after the carrier receives the package.

Shipping Delays

Occasional delays may occur because of inventory availability, brand processing schedules, carrier disruptions, weather conditions, holidays, or unusually high order volumes.

If we learn that an item cannot be shipped within the timeframe originally communicated to you, we will contact you with an updated estimate whenever reasonably possible.

You may choose to accept the revised timeframe or cancel the affected, unshipped item for a refund.

Preorders and Backordered Products

Preorder, made-to-order, or backordered products may have longer processing times.

Any estimated shipping timeframe will be stated on the relevant product page when available. Estimated dates may change due to production or supply-chain circumstances.

If a significant delay occurs, we will provide an update and any available cancellation options.

Address Changes

Please review your shipping address carefully before completing your purchase.

To request an address change, contact us as soon as possible after placing your order. We cannot guarantee that an address can be changed after an order has entered processing or has been shipped.

Serenett is not responsible for delays caused by an incorrect or incomplete address submitted at checkout. Additional shipping charges may apply if a package must be resent.

Lost or Missing Packages

If your tracking information has not updated for an extended period, or if your package appears to be lost, please contact us so that we can assist with a carrier investigation.

If tracking shows that a package has been delivered but you cannot locate it, please:

1. Confirm that the shipping address on your order is correct.
2. Check around the delivery location.
3. Ask household members, neighbors, building staff, or reception personnel.
4. Allow up to two additional business days, as some carriers mark packages as delivered before final delivery.

If the package still cannot be located, contact us at support@serenett.com.

We will review the circumstances and work with the relevant brand partner or carrier to determine the appropriate next step.

Damaged or Incorrect Items

If an item arrives damaged, defective, or different from what you ordered, contact us as soon as possible after delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging and shipping label, where applicable

We will review the issue and provide instructions in accordance with our Refund Policy.

Order Changes and Cancellations

We begin processing orders as quickly as possible.

You may contact us to request a cancellation or modification, but we cannot guarantee that changes can be made after an order has been submitted to a brand partner or fulfillment location.

Once an item has shipped, it can no longer be canceled and may need to be handled under our Refund Policy.

Contact Us

For questions about shipping or an existing order, contact:

Serenett Customer Care
Email: support@serenett.com

Please include your order number when contacting us so that we can assist you more efficiently.