Shipping and Services FAQ

SerenelyStar.com owned and operated. By placing an order through this site you will be agreeing to the following terms listed below. The terms and agreements are to ensure both merchant and customer are aware of the arrangement to mutually protect and acquire set expectations on our service.

General

Site indicates stock availability upon placement of order. Please be mindful that restock of items occurs frequently. For discrepancies in stock availability there may be a delay in the shipping of orders. In these instances customer will be contacted via email. Fulfillment of orders and back orders may be subject to request. If an inquiry is desired for wholesale distribution please contact us at: info@serenelystar.com for all questions.

Digital Products

All digital products are rendered upon completion of purchase. Delivery will be sent directly to customer’s email address on file. If an email is not received, don’t hesitate to contact us for assistance.

Shipping Costs

Shipping costs are flat-rate. USPS is the carrier of all shipping on site (domestic and international). Payment for shipping will be collected with the purchase placed. This price is final for all orders. Modifications to orders are unable to be made after items have shipped. All shipping fees are non-refundable.

Refund Policy

Your satisfaction is our priority. Customers may request refunds up to 2 days (48 hours) after orders are delivered. Refund request may be made through our customer service. Shipping costs to send items back to merchant are of the responsibility of customer. Customers are also strongly encouraged to get proof of postage when returning goods. Our customer support team will provide the address to return items upon inquiry.

When returned item(s) are received, customer will receive a confirmation email notifying about the status of the refund. If the refund is approved, it will then be processed, and a credit will automatically be applied to customer’s original payment method. To be eligible for a return, item(s) must be unused and undamaged.

No refunds are accepted for ANY digital product or services, as well as wholesale orders or custom designs as these orders are final upon purchase.

Dispatch Times

Orders ship within 2-5 days of date of order placed and payment received (with the exception of wholesale orders). Please allow an additional business day if order is placed on a national holiday. Please note that business days operate Monday - Friday (8am-5pm). For extenuating circumstances that may cause a delay in shipment customer will be contacted directly via email.

Delivery and Transit Times

Domestic packages are delivered within 3-10 business days of order placed and payment received. International packages are delivered within 5-25 days of order placed and payment received. For expedited shipping on any order placed reach out to customer service for inquiry. If delivery time exceeds the aforementioned forecasted time, please contact us at: info@serenelystar.com for all questions.

Change of Address

Change of address requests are acceptable at any time prior to dispatch of order, at that time no changes may be made to the order’s destination. Shipping to P.O. Box addresses will be subject to postal delivery only as courier services are not an option to these locations.

Tracking Notifications

Upon dispatch of orders, customers will receive a tracking number that links their order(s) to USPS. Customers may follow the progress of their order based upon the latest updates made available by shipping provider.

Wholesale Orders

All wholesale orders take an additional 7-12 business days to ship. Please allow allotted time for shipments containing partial wholesale orders as well. For specific inquiries about wholesale orders please contact us at: info@serenelystar.com for all questions. Note that all wholesale orders require signature upon delivery.

Lost or Damaged Merchandise

If you receive a package defected or visibly damaged, do not accept the order, if possible reject the parcel and contact our customer service. If package is damaged and delivered to you without being present, feel free to contact our customer service. For lost packages, all parcels are subject to have a processed refund or replacement order as soon as possible once courier investigation into claim is complete and has been determined to be lost.

Delivered Packages Not Received

SerenelyStar.com cannot accept responsibility for packages that have been stated as delivered by the carrier but not received. We do not issue refunds for packages the carrier has marked as delivered. If the tracking information states that your package was delivered but you have not received it, please contact the courier directly.

Cancellations

If you would like to cancel your order, you may do so at anytime before the order is dispatched. If your order has already been dispatched please refer to the refund policy. All orders are subject to insured loss and damage based upon the value as stated by the courier. For orders uninsured SerenelyStar.com does not assume responsibility.

Literary Services Policy

Be sure that you are fully committed to self-publishing as we do not offer refunds for our literary services. If you would like to inquire about the process of publication please reach out to our customer service team prior to purchasing the literary publishing full-service.

Customer Service

For all customer service inquires, send an email to: info@serenelystar.com or submit the following form: https://www.serenelystar.com/contact. Please allow up to 24-48 hours for a corresponding reply.