If you place your order Monday - Friday before 12 Noon Central Time the order will usually ship the same day, but is not guaranteed. Orders placed after the 12:00 Noon Central Time cutoff will usually ship the next business day. Most orders are shipped within 24-48 hours. Orders placed between Friday 12:00 PM Central Time and Monday 12:00 PM Central Time will usually ship that Monday. If you are unsure of the guaranteed date, please specify on the comment line when you need the order by. If the date cannot be met, we will contact you for other options. Customers who do not specify a needed delivery date, Serente Spa do not guarantee any specific delivery dates.
Serente Spa offers following shipping options to United States:
- Standard Shipping UPS/USPS (4-5 Business days)
- UPS 3 Day Select (3-4 Business days)
- UPS 2nd day Air (2-3 Business days)
- UPS Next Day Air (1-2 Business days)
Track my order
To check the progress of your package, log in to your account and check the order in your order history.
international orders (canada only)
International orders are subject to additional shipping and handling charge is (minimum International Shipping Charge $25). Additional taxes and customs charges are the responsibility of the customer.
We ship to Residents of Alaska, Hawaii, Puerto Rico, Guam, and the US Virgin Islands. Please note, these orders may see a delay in shipping.
Customs and import duties are the responsibility of the customer. These charges vary and are charged when your package reaches its destination country. We recommend that customers contact their local customs office for details on how these charges are assessed and applied. Packages that are returned due to unpaid duties and customs will be charged an additional shipping fee.
To protect cardholder's, Serente Spa reserves the right to send orders to the billing address if a differing shipping address cannot be verified via email or phone. Orders may also be automatically rejected if the entered billing address does not match cardholder information. Some orders may be automatically rejected if the order has suspected fictitious information.
Any domestic package over $100 in product value may require a signature confirmation and will only be shipped via UPS. We do this to ensure safety for our customers and to have the packages successfully delivered. If for any reason you are unable to sign for the package upon the estimated delivery date, you may contact UPS at 1-800-742-5877, to schedule a pick up time or to reschedule a delivery date. Any packages that have been requested by customer to ship via an alternate carrier such as USPS (United States Postal Service), we will NOT be responsible if the package gets lost after or before delivery has been made. Any packages that are rerouted back to us will incur extra shipping fees to have the package redelivered.
Any address change request made via e-mail or phone after the order has been processed and during the transit via UPS will be charged $10.00 automatically upon customer's request to change or update address.
Lost or Stolen Packages
Serente Spa will not be responsible for stolen packages after the merchandise has been confirmed to have delivered according to our tracking system. We will do our best to inquire USPS and UPS to help you assist in retrieving your package. If the package was left by UPS and you do not have your package, please Contact Us immediately for us to start an investigation with UPS. They will complete the investigation within 7 business days. We will reship the package at this point by requiring signature for the replacement. Serente Spa will not reship any replacement package without the completed investigation by UPS.
Risk of Loss
Serente Spa makes every effort possible to prepare and ship out items in a timely manner. Once item(s) leave our warehouse, risk of loss is passed on to the purchaser and we cannot be held responsible for any items that have yet to arrive in customers possession. We will be glad to prepare a case with the United States Postal Service in order to have them investigate where the item is. The USPS will then contact customer and will do its best to resolve the situation. We cannot be held responsible and will not be able to refund or send a replacement due to loss, stolen packages, or late arrivals.
Additional S&H Charges
For any shipment returned to us due to a bad address, refusal upon delivery, or any other reason, there will be an additional shipping & handling charge of new shipping charge or 25% of your order total if undeliverable. Shipping charges incurred are non-refundable.
UPS is United Parcel Service. All Next Day/Express and 2nd day Air, 3 Day Select Services are referred to the actual TRANSIT TIME, not referred to the actual order processing time. Additional processing time may take up to 48 hours.
Please note that 3Day Select, 2nd Day Air, Next Day Air, does not count Saturday or Sunday as a business day. Some destinations, Next Day or 2nd Day Air will not guarantee the exact delivery date due to location circumstances. UPS does not run on weekends. If a customer must receive an express order on SAT, please specify on the comment line. Additional $15.00 surcharge will apply automatically in addition to the express shipping charge.
USPS is United States Postal Services. We utilize delivery confirmation # attached to all orders that ship via Postal Services. For more information about USPS or to track your USPS Package, USPS (United States Postal Services).
Shipping delays may occur due to holidays, natural disasters, or carrier delays. Please keep in mind holidays and weekends do not count as a business day and should be considered when calculating shipping times.
APO, FPO, & MPO Military Installation
Serente Spa always ships to the all and above military destinations. Please choose Military APO, FPO, & MPO Shipping method and choose US (United States) as ship to country. For the city, please enter either APO or FPO and for the state, enterAP or AE. Any other shipping method or other country as ship to destination will cause delay or extra charges.
Please enter your ship to address very carefully after reveiwing all info. All of the military destinations packages are shipped via USPS Priority mail.
We cannot ship via a traceable method to any post office boxes, including APO, FPO, DPO, or MPO military installations. Delivery times are not guaranteed nor can the package be tracked until the package reaches its destination base. Usual delivery times for military installations are 7-10 business days. Some locations may take longer.
Shipping Handling Fee Information: If you have not received your merchandise in 75 days, notify us via email Order Status! to start a claim.
We can only claim for insurance after 75 days if the package is claimed not received by customer according to United States Postal Services. The customer will be notified AFTER we've heard from the USPS regarding the claim within 7 business days. The turn around time for claims from the USPS is approximately 4-6 weeks. The customer will not be paid in advance for the lost packages. We will reship the replacement package only with a written consent in which if the customer receives the prior package, either customer will return package to us at customer's expense or we have the right to recharge the customer for replacement package and previous shipping charges as well. Therefore, we CANNOT GUARANTEE any delivery times to APO, FPO, & MPO addresses. Some packages being claimed not received has made its way to the customer with delay!
The US Department of Transportation (DOT) restricts certain items from being shipped by air if they could contribute to an onboard fire or other mishap.
These items include aerosols and alcohol-based products such as pressurized spray cans, fragrances, and nail enamels.
We're committed to getting you your order as soon as possible, but we also want to do it safely and responsibly, in compliance with DOT rules.
That's why we require orders containing one of these items to be shipped via standard shipping only.
Unfortunately, we cannot ship restricted items to Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands or APO/FPO addresses.
If your order contains one of these items you must choose standard shipping for your order.
A signature may not be required upon delivery, it is advised that you track your package.
On occasion, however, we may have fewer items in stock than what you order. Should this happen, if the item is discontinued, we will ship you what we have and adjust the amount of your purchase accordingly. If the item is just temporarily out of stock, we will leave the back-ordered item live so we may ship them as soon as they arrive.
Returns + exchanges
Return policy for Serente Spa.com product purchases
Serente Spa product satisfaction guarantee:
We value our customers and are committed to providing the finest quality, natural products and exceptional customer service. If within 10 days of your purchase you are dissatisfied with your product, please contact us and we will be happy to help you with a replacement or refund. Sorry no returns accepted after 10 days.
Please note the following exceptions:
We cannot accept the return of perishable items (ex: oils, creams or lotions) if they have been opened. We cannot accept items not purchased on our web site.
- Past 11 days an item from any brand cannot be returned for refund, exchange or gift card.
- Gift Cards are non-refundable and will not be replaced if lost or stolen.
- Bundles, sets and kits: you must return all components of a bundle, set or kit in order to receive a refund for any portion of the purchase price.
- Serente does not provide pre-paid return labels. When shipping a return, we highly recommend adding tracking information for your personal records.
- All customers returning product to Serente spa will be issued SPA RETAIL CREDIT ONLY, for future product purchases. NO CASH REFUNDS.
- Serente Spas will only accept returns on merchandise purchased within 10 days of purchase with a valid receipt.
- Serente spa will not accept returns on opened/used cosmetics, skincare, body care or fragrances, worn garments/footwear, sale items, 'as is' items, or individual components of a bundle, set or kit.
Mail your Serentespa.com return to:
1180 Uptown Park Blvd., #4
Houston, TX 77056
ATTN: Returns Department