Shipping policy

Shipping Policy

Last Updated: June 4, 2025.

Customer Care: store@serenityforge.com


Quick Help

  • Did we make a mistake? Contact Customer Care within 30 days of delivery and we will get your order back on track.
  • Did you make a mistake? Contact Customer Care immediately so necessary changes can be made. We make every best effort to accommodate order changes before shipment but are not responsible for shipments that send prior to reaching a support request.
  • Order lost in the mail? Report lost orders within 30 days of shipment so our team can assist with investigation or opening a lost order claim on your behalf. We are not able to support shipments that are reported after 30 days.
  • Order arrived damaged? Report damaged orders within 15 days of order delivery. Retain all packaging and contact our support email with your order number, a description of the damage, and photos to showcase the problem.
  • Wanting to add items or merge shipments? Due to the shipping weights and manifest adjustments, we are unable to add items or merge multiple shipments into a single order to save on shipping. Each order will be processed and shipped individually.


General Information

  • Order ship via IndieBox INC in Ocoee, Florida unless otherwise noted.
  • Business days are Monday–Friday, not including major holidays.
  • Orders are generally packed for shipment within 3–4 business days.
  • Made to order (MTO) apparel requires 8–12 business days.
  • New products, major sales, and holiday rush can cause processing delays.
  • Shipping time does not include the processing time needed to pack an order.
  • Shipping costs are automatically calculated with the shipping service based on weight, items, and location. Costs for shipment can be viewed during checkout.
  • Delivery dates presented by a shipping service are estimates and are not guaranteed. We do not offer reimbursement for orders that arrive after an estimated delivery date. We do not offer next day shipping options.


Order Tracking

  • A confirmation email is sent once an order is placed.
  • A tracking email is sent once an order is packed for shipment.
  • Each shipping carrier handles the updates for their tracking service and will have the most up to date information on where the order is located.
  • If your tracking has been deleted or is missing, please contact Customer Care.
  • If a shipped order has not been marked delivered or made tracking updates in a reasonable timeframe, please contact Customer Care within 30 days of shipment so our team can assist with investigation or opening a lost order claim on your behalf. We are not able to support shipments that are reported after 30 days.
  • 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.
  • Reshipment or refund is not available for packages after they have been marked successfully delivered. Any evidence of stolen property should be reported to your local authorities.


United States Shipment

  • Orders within the U.S. are supported by our partners at USPS and FedEx.
  • Transit times vary depending on carrier delivery location, and shipment class but generally arrive within 2-8 business days once shipped.


International Shipment

  • Orders outside of the U.S. are supported by our partners at FedEx and their chosen third party final-mile carriers (depending on the country).
  • Transit times vary depending on delivery location and shipment class but generally arrive within 4-10 business days once shipped.
  • All international orders are sent without duties coverage. International customers may be subject to customs duties/fees, which we have no control over. Please check with your local customs or postal authority for more specific information about these fees.
  • Please monitor your tracking and contact the local postal carrier if your package has not been delivered or is being held. Failure to collect a parcel being held by FedEx or a local customs office can result in the parcel being marked for return to sender (RTS). International orders marked RTS rarely arrive back to our shipping office and will not be eligible for refund or reshipment if not returned.


International Shipping Restrictions

We are unable to provide service in the following regions at this time due to consistent failed deliveries caused by the local post / customs office, exorbitant tax fees for import, or active restrictions / sanctions by a government entity. Thanks for understanding.

Afghanistan, Belarus, Bhutan, Brazil, Brunei, Chile, Cuba, Iran, Timor, Laos, Mexico, Myanmar, North Korea, Russia, Somalia, Sudan, Syria, Ukraine, Yemen.


Return to Sender (RTS)

If an order arrives back to us as a RTS, we will reach out to you via Email. If no response is provided within a week of contact, your order will be considered abandoned and returned to inventory. Any assessed RTS fees will be charged before further processing of the order.


Address Information

  • Ensure the phone / email used for an order are active, address is correctly formatted, and any apartment / unit numbers are included before finalizing checkout.
  • Address information must be entered in English. Order information entered in other languages will cause the shipment to delay.
  • Orders that are lost or undelivered due to an incorrectly entered address are not eligible for a refund or reshipment. Incorrectly addressed orders must return back to our shipping office to receive support.
  • Any returns due to customer error will require an additional shipping invoice be paid prior to reshipment.


Taxes

  • We legally 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.
  • We do not collect or cover VAT at the time of placing the order. The recipient is responsible for handling the collection of their international order and payment of any necessary fees with their local customs office.
  • Some countries are experiencing fluctuating tariff fees associated with shipments originating from the United States, please be advised that we cannot provide these costs ahead of time or be responsible for their payments.

Payment Processing

  • Payments are charged at the time of placing an order.
  • Credit card billing and account information go through a verification process during checkout. Please ensure your billing information matches the address on file with your payment provider.
  • The processing of your order may be delayed or cancelled if we cannot verify the billing information or if the information does not match the address on file with the payment provider.


Additional Policy Information

  • We reserves the right to change or modify policy information at any time without prior notice.
  • We reserve the right to suspend or terminate any account and cancel any current or future purchases without explanation.
  • Examples of situations in which an account may be suspended or an order(s) may be cancelled or refunded:
    • Abuse of chargebacks or PayPal disputes. Please write our support for assistance and abide by our public policies.
    • Breaking of Shipping and Return policies.
    • Consistent issues with order delivery.
    • Orders flagged for possible fraud.
    • Violations of our Privacy Policy or Terms of Service.
    • Threats of any kind (verbal, physical, or written) towards any customer, partner, client, employee or other store affiliated party.

 

Thank you for checking out our service information! If you did not find the answer to your question, please contact our Customer Care team: store@serenityforge.com.