Shipping and Order Policy

Shipping Information:

  • Please allow up to 10 business days for orders to ship. At Serpentīnae, all orders are handmade by Shiva and processed in small batches. Once your item is shipped, you’ll receive a tracking number that will be periodically updated as your package gets to you.

  • Standard Domestic shipping is USPS Priority. Your orders are tracked and insured and take 1-3 business days (in USA) to arrive. Please allow flexibility during the pandemic as shipping can be delayed.

  • Standard International shipping is USPS First Class International which takes 1-4 weeks to arrive to international addresses. If you have not received your package 40 days after shipping, contact us so that we can investigate (please contact us before 50 days pass). International Customers: Please understand that you are responsible for any duties and customs charges that may be incurred. In most cases of delays, the package is being held in customs so call with your local post office with your customs form # to find out.

Delivery

  • If you are concerned about the delivery of your order, please check the tracking information that is emailed to you and confirm that the address submitted is correct. If you did not receive a tracking email, please check your junk mail folder.

  • If your order has not arrived within 7 days of shipment, you can submit a missing mail search request here. Alternatively, you can call USPS with your tracking number at 1-800-275-8777.

  • If your tracking states "Delivered" but you can not locate the package we advise that you contact your local neighborhood post office. Usually your local branch can resolve your issue.

  • We are not able to offer a refund when the tracking states "Delivered" so please make sure of the following:

    • The address supplied at time of check out is accurate and up to date. We cannot be responsible for items lost because they were sent to an old or incorrect address.

    • If you think you may not be home or your porch / mail room is not secure,consider shipping to your office, work or friends home where the package can be safely held for you to pick up.

  • You can check here to find service disruption alerts for your region.

  • If there is an issue with your address and the package is marked as returned to sender, please contact us

Pre-Order Items

  • Pre-Order items will have an estimated shipping date at the bottom of their page

  • All orders ship in full. If your order has in-stock and pre-ordered items within the same order, we will pull your in-stock item and hold on to your order until it is fully complete and then send it.

Returns And Cancellations

  • Due to the nature of the product, I do not accept refunds, exchanges, or cancellations. If there is an error or defect with your order, please contact me and I’ll be happy to resolve your issue.