SHIPPING
SERRV expects to ship all available products within 10 business days, unless an Expected Ship Date is otherwise specified on a backorder or preorder product.
PACKAGE DELIVERY TRACKING
After your package has been shipped, we recommend that you sign up for tracking and status updates. If your package has been shipped via FedEx, select Get Status Updates after tracking the package, and indicate which updates you would like and whether you'd like to receive them via text or email. If your package has been shipped via USPS, select Text & Email Updates once you track the package, and choose which updates you'd like to receive and whether you'd like them via text or email.
Once we've shipped your order, it's in the hands of our shipping partners. We're only able to track orders if FedEx and USPS are keeping up with package scanning. If they haven't scanned your package yet, they may not show a record of having received it even though the package has left our warehouse.
MISSING PACKAGES
If you do not receive your order within 30 days from the date of your order, please contact Customer Care at orders@serrv.org or 800.423.0071.
We cannot offer credit for orders not received if tracking information shows delivery has been made. Please consider the security of your delivery location when placing your order—neither SERRV nor our third party shipping companies can be responsible for stolen packages. Please also provide an email address at the time of order to receive an email tracking notification.
EXPEDITED DELIVERY
Second Day delivery to street addresses within the contiguous U.S. is available for an additional charge. To qualify for second day delivery, orders must be placed before noon Eastern. FedEx upgrades are for delivery Monday through Friday only. Upgraded shipping is not available for oversized items such as large storage baskets and planters.
ORDERS TO CANADA & NON-CONTIGUOUS LOCATIONS
ALERT: Effective November 29, 2024, international mail service to Canada is temporarily suspended due to the strike of the Canadian Union of Postal Workers. If your order is shipping to Canada, it will be held until international mail service resumes.
Canadian orders ship via USPS or customer's account, and any customs fees, duties, and taxes are the customer's responsibility. For Canadian personal orders, an additional $25 shipping charge applies. We currently ship to the U.S., U.S. Territories, and Canada only. There may be additional shipping costs for orders going to non-contiguous states and/or US territories.
SHIPPING COSTS
For a limited time, we're offering FREE shipping on orders over $99. All other rates, see below.
HOLIDAY DELIVERY
Our Christmas delivery deadline is based on information from FedEx and USPS. Orders ship from our warehouse in Maryland, and neither SERRV nor shippers are responsible for delays caused by weather, incorrect addresses, credit card declines, etc. Due to the increase in orders for the holiday season, we may experience a slight delay in shipping. We work as quickly as we can to pack your handcrafts, and ship orders in the sequence in which they're received. Once we've shipped your order, it's in the hands of our shipping partners—either FedEx or USPS. After your package has been shipped and we've emailed your tracking number, we recommend you sign up for tracking and status updates.
For delivery before Christmas:
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Order by Midnight on Monday, 12/16 with ground shipping.
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Order by Noon on Thursday, 12/19 with upgraded 2nd Day shipping.
BACKORDERS
Our artisan partners work under conditions that we can hardly imagine. Floods, cyclones, droughts, power outages and lack of raw materials combined with global shipping challenges can all cause unexpected delays in the delivery of their handcrafts to us. This means that products you order from SERRV may occasionally be out of stock.
SERRV may make select items available for purchase which are not in stock but will be arriving soon. All backorders will be marked with an Estimated Arrival/Ship Date. Once ordered, you may cancel a backorder at any time for a full refund for that item prior to shipment. If the anticipated arrival of a product on backorder is delayed, SERRV will notify you with an updated Expected Ship Date. If SERRV is not able to ship a backordered product due to unforeseen circumstances, we will notify you and provide a refund for that product.
Our backorder terms are as follows:
Personal Orders:
You may backorder unavailable items over $20.00 (per item or multiples of the same item) excluding food. In-stock items on your order will ship soon and backordered items will ship when they arrive. If you have multiple items on backorder, they will ship together when all items are available, for a total of 2 shipments. After November 1st we cannot guarantee back order delivery before Christmas.
You will be charged in full when your backorder is placed. ETAs are estimated based on currently available shipping information, and SERRV is not responsible for delays. If for any reason the item is not available as expected, we will provide a refund. You can request a refund at any time prior to shipment.
Please note: shipping fees for backordered items are prorated between the initial order and the back order shipment.
Wholesale Orders:
We're sorry, but we're not currently accepting wholesale backorders due to shipping costs and complexity. Backordered items will be canceled.
Trunk Show Orders:
We're unable to accept backorders for Trunk Shows.
RETURNS
You may return any handcraft within 30 days of receipt if you are not completely satisfied. All clothing items must be in original, unworn condition and in original packaging. Food items cannot be returned. Due to the uniqueness of each handmade item, we're not able to offer exchanges with specific product requests. Please contact Customer Care before returning an item and use the Returns Form which came in your order. We recommend you insure your returns.
You may request a replacement or refund for an item* within 30 days of receipt if it is damaged or defective. We will be happy to replace any damaged item at no charge to you, issue a refund check, or credit your account. We will refund return shipping on defective items or items packed in error only if we have requested that they be returned to us. Please use the Returns Form.
If you paid for an order with PayPal and need to submit a return, we are only able process a refund, not an exchange. You would receive a credit for the returned item(s), and need to place a new order if you would like something else.
If you have any questions, please contact Customer Care at orders@serrv.org or call 800.422.5915.
*Food items may not be returned. Please contact Customer Care for more information.