Shipping Policy
Shipping Policy
Last updated: July 9, 2026
This Shipping Policy explains how orders placed through Seranova at myseranova.com are processed, shipped, and delivered.
Order Processing
Orders are generally processed within 1–3 business days after payment has been successfully completed.
Business days do not include weekends or public holidays. Processing may take longer during sales, product launches, holidays, periods of high order volume, or when additional order verification is required.
Once an order has entered processing or fulfillment, we may not be able to change or cancel it.
Shipping Rates
Available shipping methods and charges are displayed at checkout before payment is completed.
Shipping rates may be based on:
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Delivery destination
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Package weight or size
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Selected shipping method
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Order value
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Available promotions
Any estimated delivery date shown at checkout is an estimate and is not guaranteed.
Estimated Delivery Times
Estimated shipping times begin after an order has been processed and handed to the shipping carrier.
Typical delivery estimates are:
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United States: 5–12 business days
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Canada: 7–15 business days
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International destinations: 10–25 business days
Some destinations may experience longer delivery times because of customs processing, carrier delays, local delivery conditions, weather, holidays, or other circumstances outside our control.
Order Tracking
When tracking is available, customers will receive a shipping-confirmation email containing a tracking number or tracking link.
Tracking information may take several business days to update after a shipment is created.
A lack of immediate tracking movement does not necessarily mean the package has not shipped.
Incorrect Shipping Information
Customers are responsible for providing a complete and accurate shipping address during checkout.
Seranova is not responsible for delivery problems caused by:
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Incorrect or incomplete addresses
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Missing apartment or unit numbers
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Incorrect postal or ZIP codes
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Incorrect names or telephone numbers
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Addresses that cannot accept deliveries
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Changes requested after fulfillment has begun
Contact us through the Contact page immediately if you notice an error. We will try to help, but address changes cannot be guaranteed once an order has entered processing or shipped.
Additional shipping or reshipment charges may apply if an order is returned because the customer provided incorrect or incomplete information.
Delayed Shipments
Shipping and delivery dates are estimates only.
Orders may be delayed because of:
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High order volume
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Carrier service disruptions
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Weather conditions
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Customs inspections
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Public holidays
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Incorrect address information
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Security or payment verification
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Events outside our reasonable control
Seranova is not responsible for carrier delays after a package has been transferred to the shipping provider.
A delayed shipment does not automatically qualify for cancellation or a refund while the package remains in transit.
Lost Packages
A package may not be considered lost until the shipping carrier’s investigation or required waiting period has been completed.
If tracking has not updated for an extended period, contact us through the Contact page with your order number.
We may require the customer to:
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Confirm the shipping address
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Check with household members or neighbors
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Contact the local carrier or post office
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Wait until the carrier’s estimated delivery window has passed
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Participate in a carrier investigation
Refunds or replacements for lost shipments are reviewed individually and may depend on the carrier’s investigation results.
Packages Marked as Delivered
If tracking shows that a package was delivered but you cannot locate it, please:
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Check the delivery area, mailbox, front desk, parcel locker, and surrounding property.
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Ask household members, neighbors, building staff, or reception personnel.
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Wait at least 48 hours, as some carriers mark packages delivered before the final handoff.
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Contact the shipping carrier using the tracking number.
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Submit a request through our Contact page if the package remains missing.
Seranova is not responsible for theft or loss that occurs after a carrier confirms delivery to the address provided during checkout.
We may assist with a carrier investigation, but a replacement or refund is not guaranteed for packages marked as delivered.
Damaged Packages
Customers should inspect their order promptly after delivery.
If an item arrives damaged, contact us through the Contact page as soon as possible and provide:
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Your order number
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A description of the damage
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Clear photographs of the item
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Photographs of the packaging
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A photograph of the shipping label
Do not discard damaged products or packaging until the claim has been reviewed.
Claims submitted without sufficient photographs or after the item has been used, washed, altered, or discarded may be denied.
International Shipping
International orders may be subject to customs inspections, import restrictions, duties, taxes, brokerage fees, or other government charges.
Unless otherwise stated at checkout, customers are responsible for all customs duties, import taxes, and related fees charged by the destination country or shipping carrier.
These charges are not controlled by Seranova and are not included in the product price or shipping charge.
We cannot guarantee customs-clearance times or whether a particular product is permitted to be imported into the customer’s country.
Customs Refusals
Customers are responsible for understanding the import requirements of their destination country.
If an order is refused, abandoned, rejected, or returned because customs charges were not paid, restricted items were ordered, or the customer failed to complete customs requirements, the customer may be responsible for:
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Original shipping charges
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Return shipping charges
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Customs duties and taxes
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Brokerage or handling fees
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Carrier penalties
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Other costs related to the returned shipment
These amounts may be deducted from any refund that is approved after the package is returned and inspected.
Refused and Unclaimed Packages
Orders that are refused, unclaimed, or not collected from a carrier location may be returned to us.
If a returned package is received in acceptable condition, a refund may be issued for the eligible merchandise after deducting original shipping charges, return shipping costs, customs fees, and other expenses associated with the return.
Original shipping fees are non-refundable unless required by law.
Separate Shipments
Orders containing multiple items may be shipped in separate packages.
Packages from the same order may arrive on different dates and may have separate tracking numbers.
Receiving only part of an order does not necessarily mean an item is missing.
Preorders and Backordered Items
Preorder or backordered products may have longer processing and delivery times.
Any expected shipping period shown on the product page is an estimate and may change because of manufacturing, inventory, customs, or transportation delays.
When an order includes both available and preorder items, the entire order may be held until all items are ready or may be shipped separately.
Shipping Promotions
Free or discounted shipping promotions may be subject to:
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Minimum purchase requirements
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Eligible destinations
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Eligible products
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Specific shipping methods
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Promotion expiration dates
Shipping promotions cannot normally be exchanged for cash or applied retroactively to previous orders.
If a returned item causes an order to no longer meet a free-shipping threshold, the original shipping cost may be deducted from the refund where permitted by law.
Order Verification
Some orders may require additional payment, identity, address, or fraud verification before shipment.
We may contact the customer for additional information. Orders may be delayed or cancelled when requested verification cannot be completed.
Contact Us
For shipping questions, tracking concerns, damaged packages, or delivery issues, submit a request through the Contact page available on our website.
Include your full name, order number, and a description of the issue so we can review your request.