Shipping & Policy FAQ

Orders placed before 1PM Central ship from Austin, Texas, the same day. Orders placed after 1PM Central ship the next business day.

Standard shipping is 3–5 business days in the US and express is 1–2 business days in the US. International orders take 7–12 business days. The delivery day itself belongs to the carrier, so we never promise a date the carrier has not given.

The shipping price is worked out at checkout once your address and cart are in, so you see the exact number before paying.

Free standard shipping is a perk of the paid membership, on the tiers that include it. It is not offered at an order threshold.

The tracking link comes by email once your order leaves Austin, and the tracking portal shows every scan as it comes in. You need your order number, which starts with SRV-, and your email.

Usually it is between scans rather than in trouble. If a US package has gone 7 days without a tracking update, or an international one 20 days, it counts as lost: write to us, or file a claim if you added shipping protection.

Check the delivery record, a neighbor and any safe place first. If it does not turn up, write to us. With shipping protection on the order, a stolen-package claim can be opened once it has been 5 days since delivery.

Every order ships from Austin, Texas.

The shops that stock us are listed on the Stockists page. Each one picks its own range, so call ahead.

The United States, Canada, the United Kingdom, Australia and the European Union.

Possibly. Duties and import charges outside the US are set and collected by the destination country when the package is delivered, not by us, so we cannot quote a figure. If any are due, the carrier contacts you with the amount and how to pay.

A hold waiting on duties does not move until they are paid. The timing belongs to customs, so we cannot give you a date, but the tracking portal shows the moment it is released.

20 days without a tracking update.

While the order has not shipped and it is within 24 hours of placing it, yes. You edit it yourself on the order editing page: look it up with the order number and email, choose Edit order, and the page settles any difference in price.

Yes, within the same window and only before the order ships. Once the label is printed, a new address becomes a redirect request with the carrier, which is the carrier's decision and never promised.

Yes, for a full refund to your original payment method, while the order is unfulfilled and within 48 hours of placing it. Use Cancel order on the order editing page. Because orders placed before 1PM Central ship the same day, the sooner the safer.

Not as a cancellation. You can refuse the delivery, or start a return through the returns portal once it arrives.

No. The payment method cannot be changed after purchase.

60 days from delivery.

In the returns portal: enter your order number and email, pick the item, choose refund, store credit or exchange, and the prepaid label comes out at the end.

No. Any box or padded mailer works.

No.

The portal issues a prepaid label. When the fault is ours, a wrong, damaged or defective item, the label is on Seravane.

Yes, within the window. If a product was not what you expected, send it back. A return that arrives damaged or emptied is inspected by our returns team, and they may refund part of it.

Yes, in the same portal and the same window. Choose exchange instead of refund. If the new item costs more or less, the portal settles the difference at the end.

You can still submit a review request in the returns portal, and our returns team decides. We will be honest: late returns are rarely approved.

A wrong item is our mistake: start it in the returns portal with the label on us, and our team sends the replacement. A missing item from a multi-item order is reshipped by our shipping team; it is not a return. Write to us with your order number.

To your original payment method, or as store credit if you prefer. The choice is yours.

A refund on a return is issued once the item is back with us and checked. You get a confirmation email when it is issued; when it shows on your statement is your bank's timing.

No. Store credit does not expire. It is held per currency and is yours to apply at checkout when you are signed in, with any remainder carried forward.

Yes. On many returns the credit goes out as a gift card code by email. It is the same value.

An optional add-on you choose at checkout, shown as its own line on your order. With it, claims for loss, theft and damage are filed on the protection claims page, where the protection provider decides on a replacement or a refund.

A stolen package can be claimed once it has been 5 days since delivery. A package counts as lost after 7 days without a tracking update in the US, or 20 days internationally. Damage is claimed within 30 days of delivery, with a photo of the item and the box. The app writes to the email on the claim and may ask for a reply or photos, so watch your inbox.

Write to us within 60 days of delivery with your order number and a photo. We can refund or issue store credit; a replacement, where one is sent, ships from our team in Austin.

Packaging that fails under normal use is a warranty claim, not a return. Jars, lids, seals, pumps and droppers are covered for 2 years from delivery. You do not need the receipt or the original box.

The Barrier Repair Cream, its refill pouch, the Gel-to-Milk Cleanser and the Fluid Mineral SPF 46.

10% on every delivery. The subscription price shows next to the one-time price on the product page.

All four are self-serve in the subscription portal, and a cancel takes about a minute. It asks for a quick reason and then confirms.

It is almost always an expired or replaced card. Update the payment method in the subscription portal; the order retries and ships once the payment clears. Please never send card details by email or chat.

An unopened subscription box can be returned through the returns portal under the return policy. Any other refund or reversal on a subscription is reviewed by our team rather than issued automatically.

No. A subscription ships you a product on a schedule. The membership is a fee for perks, with nothing shipping.

Visa, Mastercard, American Express, Discover, PayPal, Shop Pay, Apple Pay and Google Pay. The methods available for your order are listed at checkout.

No. It is one code per order.

No. Codes do not apply to items that are already on sale.

Check that nothing in the cart is on sale and that no other code is in the box. If a valid code failed within the last 30 days, write to us and we can make up the difference.

Write to us within 30 days of your order and we will look at a price adjustment.

Check that the billing address and ZIP code match what your bank has, and that your browser has not filled in an old saved card. Typing the card in by hand often fixes it.

Write to us with the order number. We confirm it at the source and our billing team reverses a duplicate charge. When it shows on your statement is your bank's timing.

The code goes in the Gift card or discount code field at checkout. Several cards can go on one order, and anything a card does not cover is paid by another method. You can check a balance on the Gift Card Balance page.

Signed-in orders earn 1 point per dollar. A guest checkout earns nothing, so sign in before you pay. The Rewards page lists the other ways to earn.

After 12 months without any activity on the account. A signed-in order or a redemption resets the clock.

On the Rewards page, under Ways to redeem. A redemption turns points into a discount code, which counts as the order's one code.

Your friend gets $20 off a first order through your link, and your $20 reward is released once that order clears a 10-day review window.

Member pricing, free standard shipping on the tiers that include it, and a $15 monthly store credit issued with each renewal. You can skip a renewal yourself in the membership portal.

Canceling is handled by our team on request: write to us and we stop it. Your perks run to the end of the period you have already paid for.

Yes, all of them. No added fragrance and no essential oils.

Below 25 °C, away from direct sunlight, with the lid closed tightly after each use. Air is what degrades the actives.

Use it within 6 months of opening. The printed date on the base or the carton is the one that counts for an unopened product.

No. One acid per night, and not every night. The 10% Mandelic Resurface is never used with the Overnight AHA Peel, and the Peel is not combined with retinoids or vitamin C.

We do not give a yes or no on pregnancy, because it depends on you and not only on the formula. Every full ingredient list is published so you can take it to your doctor or OB.

Please stop using it and keep everything off that area until it settles. If it worsens or does not settle, see a doctor. Then write to us so it is recorded and our product safety team can look at the batch. Any refund comes after, and you will not have to argue for it.

We hold neither certification, so we do not make either claim. The Squalane Oil is plant-derived, from sugarcane. Every ingredient list is on the Full Ingredients page.

On the Full Ingredients page and on each product page. Each carton also prints the key active with its percentage.