Shipping and Refund Policy

Last Updated: September 1st, 2025

Shipping Information

Delivery Area

We ship nationwide throughout the United States. Please ensure your shipping address is complete and accurate before placing an order.

Processing Time

• Orders are processed within 1 business day of payment confirmation
• You will receive an email confirmation once your order has been processed
• Processing does not include weekends or holidays

Shipping Times

• Orders within New York: 1-2 business days from order confirmation
• Orders outside New York: 3-7 business days from order confirmation
• Delivery times may vary based on your location and product availability
• Orders placed on weekends or holidays will be processed on the next business day

Shipping Costs

• Shipping costs are calculated at checkout based on your delivery location
• Free shipping may be available for orders over a certain amount (as indicated at checkout)

Delivery

• Someone must be available to receive the package at the delivery address
• If no one is available, the carrier may leave the package in a safe location or attempt redelivery
• We are not responsible for packages left unattended per delivery instructions

Order Changes

• Order changes or cancellations must be requested within 2 hours of placing your order
• Once an order is processed and shipped, it cannot be changed or cancelled
• Contact us immediately at [INSERT EMAIL] for any order modifications

Refund Policy

No Refunds

All sales are final. We do not offer refunds, returns, or exchanges on any products or services for any reason, including but not limited to:

• Change of mind
• Incorrect size or color selection
• Product not meeting expectations
• Duplicate orders

Damaged or Defective Items

If you receive a damaged or defective item:

• Contact us within 24 hours of delivery
• Provide photos of the damaged item and packaging
• Include your order number and description of the issue
• We will evaluate each case individually and may offer a replacement at our sole discretion

Replacement Process

If we approve a replacement for damaged goods:

• We will coordinate pickup of the damaged item (if necessary)
• A replacement will be sent within 1-2 business days
• No additional shipping charges will apply for approved replacements

What We Cannot Accept

We cannot process claims for:

• Items reported damaged more than 24 hours after delivery
• Damage caused by misuse or normal wear
• Items damaged after delivery due to customer handling
• Claims without proper documentation (photos, order numbers)

Contact Information

For shipping questions or to report damaged items:

Policy Changes

We reserve the right to update this shipping and refund policy at any time. Changes will be posted on our website with the updated effective date.

Email: contact@serrenewyork.com