Shipping & Returns

General Information

Thanks for checking out our shipping service information! If you do not find the answer to your question, please write us at store@serenityforge.com.

  • Serenity Forge Store is operated by IndieBox INC.
  • Support hours: Monday - Friday, 10am - 6pm (EST). Closed weekends and for most major Holidays.
  • Please allow 1-2 business days for support to respond back on any inquiries.
  • The Serenity Forge Store operates in $USD. We are unable to accept other forms of currency at this time.

    Order Information

    • If we made a mistake on your order, please contact us within 14 days of delivery and we will get your order back on track at no cost to you.
    • If you made a mistake upon ordering, contact us ASAP so we can fix any error prior to processing your shipment.
    • Missing or lost orders must be reported within 30 days of shipment for U.S. customers, 40 days for international customers.
    • Damaged orders must be reported within 14 days of order delivery. Retain all packaging and contact us with order number, description, and photos.

      Sales/Discounts

      • Coupons or discount codes can be applied during the checkout process. These offers can not be applied to past orders.
      • Shipping and tax costs do not count towards coupons or deals requiring a spending threshold. 
      • Coupons can not be combined with other offers or sale items.
      • We honor store sale prices on purchases made 48 hours prior to the offer launch. We do not price match offers after a sale has ended.

        Preorders

        • Preorders are charged at the time of purchase, not when orders begin to ship.
        • Any orders containing both preorder and currently available items will be placed on hold till all merchandise is available for shipment. 
        • Once the window for preorders has closed, the item sale is final and will not be cancelled or altered.

          General Shipping

          For shipping support, please contact us within 30 days of your order's shipment date (40 for international customers).

          • Orders ship from Orlando, Florida in the United States. The further away an order is placed from Orlando, the longer it will take to arrive.
          • Orders are processed Monday-Friday and shipped utilizing USPS, FedEx, or APC Postal Logistics.
          • Order processing time is normally 2-4 business days, not including preorders. New releases and holidays may cause delays. We will make public notice whenever this is the case.
          • Delivery dates offered by Serenity Forge and the delivery service are estimates and are not guaranteed. We do not offer shipping reimbursement for orders that arrive after the estimated delivery period. Shipping time does not include order processing time.
          • Shipping prices are calculated during checkout at the best rates offered by our logistics partners (based on order weight, parcel size, and address location).
          • Each shipping option we offer comes with door-to-door tracking for orders in the US and most international countries.
          • Tracking is sent via Email once an order has been processed and packaged for shipping.
          • If the order confirmation or tracking email are not found, please check your spam folders. If they are still missing, please contact us with the addressed name.
          • We do not offer next day or expedited shipping options.
          • Once an order is created, subsequent orders can not be merged into a single shipment.

            Missing Shipments

            • To help prevent lost orders, ensure your phone/email are active, address is correctly formatted, and any apartment/unit numbers are included upon ordering.
            • If your order encounters an error during shipping and arrives back to our office, we will contact you via Email to arrange a reshipment. Any returns due to customer error will require additional shipping costs prior to reshipment.
            • If an order is lost during shipping, a one time replacement of the order will be offered per customer. If an order is lost again, this indicates an issue with the address or the local postal service and we will not replace the order a second time.
            • We will not replace or refund orders that are lost or undelivered due to an incorrectly entered address.
            • Postal carriers are likely to leave the package on your doorstep without signature. We recommend monitoring tracking to collect parcels once delivered or have your order sent to a secured location. Serenity Forge is not responsible for packages after they have been marked successfully delivered. Any evidence of stolen property should be reported to your local authorities.
            • Missing or lost orders must be reported within 30 days of shipment for U.S. customers, 40 days for international customers.

              Taxes 

              • We cannot mark orders as a gifts or alter the value of an order.
              • Customers in the State of Florida will be taxed according to their county.
              • Customers outside the United States may be required to pay customs duties and/or import fees, called value add tax (VAT). Please reach out to your local customs or local post office for information on your country's tax laws and postal policies for claiming a parcel from customs.
              • These fees are not charged or covered by Serenity Forge, IndieBox, or the post office. Import fees are established by your country, as required by law.
              • Note that many VAT laws in the EU will be changing come July. Contact your local customs for updated information.

                Domestic Shipping

                Customers living in the United States, U.S. territories, or U.S. military bases.

                • Domestic orders are picked up daily, Monday - Friday.
                • USPS First Class Package: estimated 2 - 5 business days.
                • USPS Ground: estimated 4 - 8 business days.
                • USPS tracking numbers can be searched here: USPS Tracking.

                  International Shipping

                  We ship to nearly every country/territory in the world. If your region is not serviced, please contact us. We will do out best to reach you!

                  • Estimated shipping time for international orders is 2-6 weeks. 
                  • All international orders are sent without duties or VAT coverage. Your country's customs office or local postal service may flag the order for VAT, duties, and handling fees. Orders flagged may be held in customs awaiting payment before delivery or pickup. The recipient is responsible for any additional fees. Any orders not claimed will be abandoned at customs and outside our ability to support.
                  • International orders are sent in bulk once a week to APC Postal Logistics for handling of export/import documentation. Though international tracking information is sent by email once an order is packaged, the parcel may take up to 10 business days to arrive at APC. Tracking will update once the order is processed by APC, exported from the USA, and then is received by your local mail service.
                  • APC tracking numbers can be searched here: APC Postal Logistics Tracking.
                  • APC will issue a local tracking number once a parcel is processed for export.
                  • If you are having trouble seeing tracking information (i.e. page saying the number is not in the system) turn off any ad blockers, clear cookies, and refresh.
                  • We collect emails / phone numbers and provide this information to the postal carrier in case they need to contact you for any reason. In many cases, the local post or customs office may not leave a notice that a parcel is being held for pickup. Please monitor your tracking number and contact the local carrier if your package hasn't been delivered or is being held. Orders not collected will be marked unclaimed. 
                  • International orders that go unclaimed are often deemed return to sender (RTS) by the local postal service. RTS orders do not return to our shipping warehouse and are abandoned at customs due to the high cost of reimport shipping/taxes. We can not assist in refunds or reshipments for orders that go unclaimed. Please monitor your tracking and contact the local postal carrier if your package hasn't been delivered or is being held.

                    Free/Discounted Shipping

                    • If a coupon or sale offers free shipping, the utilized optional will default to the most cost effective service.
                    • Domestic U.S. customers can expect USPS First Class, USPS Ground or FedEx Home Delivery.
                    • International customers will be sent either USPS First Class International or APC DDU. VAT is not covered, the recipient is responsible for any additional fees.

                      Damages

                      Damaged orders must be reported within 14 days of order delivery. Retain all packaging and contact us with order number, description, and photos.
                      • Below is a list of conditions that are considered minor and do not warrant damage support:
                        • Slight variants in fabric colors from advertised mock-ups.
                        • Tiny spots of color, stray threads, light dust or residue, hint of a chemical smell on apparel may arrive as a part of the printing process. Washing and cutting any extra thread should fix this right up!
                        • Small chips, discoloration, or ink build up on prints or figures.
                        • Slightly creased or worn edges of packaging, sleeves, paper inserts or manuals.
                        • Small holes or rips in the exterior plastic shrink wrap for shipping protection.
                      • Some of our customers desire a fully sealed copy of their collector's items with no visible blemishes. We do our best to make sure each order is sent in the best condition. If receiving a product in mint condition is important to you, please mail us ahead of placing an order. Additional fees will apply to cover added fulfillment center processing and handling costs.

                          Returns / Refunds

                          • Any returns must be approved by support on a case-by-case basis. Merchandise returned by the customer without approval will be abandoned.
                          • Any orders shipped back as a return/exchange are the responsibility of the customer. We do not provide pre-paid labels for returns. You may ship a return/exchange through the carrier of your choice, though we suggest utilizing one with tracking. Serenity Forge is not liable for any orders lost or damaged during return transit.
                          • Once tracking is assigned for an order, the parcel has been packed. Shipping and taxes can no longer be refunded.
                          • We will only provide refunds on the cost of items returned. We can not provide refund on shipping, return shipping, or taxes.

                          Digital Downloads/Codes 

                          • Any items that include digital files are no longer refundable once the key or download is sent, regardless of the digital content being accessed or not.
                          • Key sales are for personal use only. Resale of keys is strictly prohibited. Breaking purchase limits or selling keys through third party is grounds for order and account termination.
                          • If you encounter any errors with your key redemption, please contact support at store@serenityforge.com.