Shipping policy

Effective date: 12/31/2025 

1) Order Processing 

- Processing time: 1–3 business days (Mon–Fri, excluding U.S. holidays). 

- Orders placed after 12:00 pm local warehouse time begin processing the next business day. 

- Preorders/backorders: If an item is on preorder/backorder, your entire order may ship together when all items are available unless you choose split shipment (additional shipping charges may apply).

2) Estimated Delivery Timeframes 

- Standard shipping: Approximately 10–18 business days for most destinations. 

- International shipping: Approximately 12–25 business days; transit times vary by country and customs. 

- Notes: 

  - Delivery windows are estimates, not guarantees. Actual delivery may be affected by carrier delays, weather, peak season volume, customs inspections, incorrect/insufficient addresses, or other events beyond our control. 

  - Business days do not include weekends or holidays. 

  - Expedited options may not be available to all destinations. 

3) Order Verification & Fraud Prevention 

- To protect our customers, we may request additional verification (e.g., address confirmation, phone/email verification) for orders flagged by our system. Verification delays shipment until confirmed. 

- Orders we are unable to verify may be canceled and refunded. 

4) Shipping Confirmation & Tracking 

- You will receive a shipping confirmation email with tracking once your order departs our facility. Tracking updates may take 24–48 hours to appear. 

- Multiple-item orders may ship in separate packages with separate tracking numbers at no additional cost. 

5) Address Accuracy & Changes 

- Please verify your shipping address at checkout. We are not responsible for orders shipped to an address provided incorrectly. 

- Address changes are not guaranteed once an order is placed. If a package is returned to us due to an incorrect or undeliverable address, we can reship for an additional postage fee or refund the product price (less original shipping) once returned in sellable condition. 

6) Risk of Loss; Title 

- Title and risk of loss pass to you upon our delivery of the order to the carrier, except where prohibited by law. Once a package is marked delivered by the carrier, Serenus Vita is not responsible for loss, theft, or damage. If available, you may add shipping protection at checkout. 

- For orders over $250, we may require a signature upon delivery at our discretion to reduce theft risk. 

7) Lost, Stolen, or Delayed Packages 

- If tracking shows “delivered” but you cannot locate the package: 

  - Wait 24–48 hours for potential carrier updates. 

  - Check with neighbors, household members, and your building/management/receiving desk. 

  - Contact the carrier to open an inquiry/claim. 

- Contact our support team within 7 days of the marked delivery date and we will assist with next steps. Replacements or refunds are at our discretion and may require a completed carrier claim. We cannot guarantee replacement for theft after carrier-confirmed delivery. 

8) Damaged or Missing Items 

- Inspect your order upon receipt. If an item is damaged, defective, or missing, contact us within 3 business days with your order number, photos of the packaging and product, and a description of the issue. We will work with you on a suitable resolution (replacement, credit, or refund) per our Returns & Refunds Policy. 

9) International Orders (if applicable) 

- Duties, taxes, VAT, and brokerage fees are determined by the destination country and are the recipient’s responsibility. These charges are not collected by Serenus Vita at checkout and may be due on delivery. 

- Customs delays can extend delivery beyond our estimates. If a package is refused or returned due to unpaid duties/taxes or failure to comply with import requirements, shipping charges are nonrefundable; a restocking fee may apply. 

10) Shipping Restrictions 

- We ship to most U.S. addresses and select international destinations. We cannot ship to sanctioned countries or locations restricted by our carriers or applicable law. 

- Some carriers do not deliver to P.O. boxes or APO/FPO/DPO addresses; if applicable, we will contact you for an alternate address. 

11) Force Majeure 

- We are not liable for delays or failures to deliver due to circumstances beyond our reasonable control, including but not limited to adverse weather, natural disasters, labor strikes, carrier issues, public health emergencies, acts of government, customs holds, or supply-chain interruptions. 

12) Non-Delivery/Return to Sender 

- If a package is returned to us due to repeated delivery attempts, refusal, or failure to pick up from a carrier location, we will issue a refund for the product price (less shipping and any return fees) or reship for an additional postage fee. 

13) Policy Updates 

- We may update this Shipping Policy at any time to reflect operational changes or legal requirements. Changes are effective upon posting to our website. 

Support 

- For questions about your order, tracking, or shipping, contact: support@serenusvita.com (include your order number). Our team is happy to help. 

By placing an order with Serenus Vita, you agree to this Shipping Policy and any referenced terms (including our Returns & Refunds Policy and Terms of Service).