1. Order Processing

Orders are processed after payment has been successfully confirmed. Processing time may vary depending on product availability, order volume, holidays, and other operational factors.

Orders are generally processed on business days, excluding weekends and public holidays.

Once your order has been prepared for shipment, you may receive a shipping confirmation email with tracking information, where available.

2. Shipping Destinations

SERENLO™ ships to supported destinations made available during checkout.

Shipping availability may vary depending on the destination, product, carrier restrictions, and logistics service availability.

If your destination is not available during checkout, we may currently be unable to ship to that location.

3. Shipping Methods

Available shipping methods may vary depending on your delivery address, the products in your order, and the logistics services available at the time of purchase.

The applicable shipping options, when available, will be displayed during checkout before you complete your purchase.

4. Shipping Fees

Shipping fees, if applicable, are calculated based on factors such as destination, order size, product type, shipping method, and current logistics rates.

Any applicable shipping charges will be displayed during checkout before the order is finalized.

5. Estimated Delivery Times

Estimated delivery times may vary by destination, carrier, product, customs processing, and other factors beyond our direct control.

Any delivery estimate provided by SERENLO™ or a shipping carrier is an estimate only and is not a guaranteed delivery date unless specifically stated.

Delays may occur due to circumstances including:

• High order volume
• Weather conditions
• Carrier delays
• Customs inspections
• Public holidays
• Transportation disruptions
• Incorrect or incomplete delivery information

6. Order Tracking

When tracking information is available, it will generally be sent to the email address associated with your order.

Please note that tracking information may take some time to update after your package has been handed over to the carrier.

If you have not received tracking information or believe there may be an issue with your shipment, please contact us at service@serenlo.com.

7. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If you notice an error in your shipping address, please contact us as soon as possible.

We will do our best to update the address before shipment, but address changes cannot be guaranteed once an order has entered processing or has been shipped.

8. Failed or Undeliverable Deliveries

A shipment may be returned or marked as undeliverable due to reasons such as:

• Incorrect or incomplete address information
• Recipient unavailable
• Failure to collect a package
• Carrier delivery restrictions
• Refusal of delivery

If a package is returned to the sender, please contact our customer service team so that we can review the available options.

9. Lost, Delayed, or Missing Packages

If your order appears delayed, please first review the tracking information provided by the carrier.

If your shipment has not updated for an extended period or appears to be lost, please contact us with your order number and tracking details.

We may need to work with the carrier or logistics provider to investigate the shipment before determining the appropriate resolution.

10. Damaged Packages

If your order arrives damaged, please contact us as soon as possible.

To help us review the issue, please provide:

• Your order number
• A description of the issue
• Clear photos of the damaged product
• Photos of the shipping packaging where relevant

We will review the information provided and advise you of the available next steps.

11. Customs, Duties, and Taxes

International shipments may be subject to customs duties, import taxes, fees, or other charges imposed by the destination country or region.

Unless otherwise stated during checkout, such charges may be the responsibility of the recipient.

Customs procedures may also result in additional delivery delays that are outside our direct control.

12. Separate Shipments

In some cases, items from the same order may be shipped separately due to product availability, warehouse location, package size, or logistics arrangements.

If your order is shipped in multiple packages, you may receive more than one tracking number.

13. Delivery Confirmation

A shipment may be considered delivered when the carrier's tracking information records the package as delivered to the shipping address provided with the order.

If tracking shows that your package has been delivered but you cannot locate it, please check with household members, neighbors, building reception, or the carrier before contacting us.

If the package still cannot be located, please contact our customer service team and we will assist you in reviewing the situation.

14. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in shipping services, logistics arrangements, business practices, or legal requirements.

The updated version will be posted on this page with a revised "Last Updated" date.

15. Contact Us

If you have questions regarding shipping, delivery, or your order, please contact our customer service team.