Shipping Policy

1. Where we ship from

Every Seravane order ships from Austin, Texas. Orders placed before 1PM Central Time ship the same day. Orders placed after 1PM Central ship the next business day. Business days are Monday to Friday, excluding US federal holidays.

2. Delivery times

Transit times are estimates that begin when the order ships. The delivery date belongs to the carrier, and we do not promise a date the carrier has not given. If timing matters, choose express at checkout and order with a day or two to spare.

3. Shipping rates

The shipping price is calculated at checkout from your address and the contents of your cart, and the exact amount is shown before you pay. Free standard shipping is a benefit of the paid membership, on the tiers that include it. We do not waive shipping charges by order value.

4. Tracking

A shipping confirmation with a tracking number is emailed when your order leaves Austin. The tracking portal shows every scan as the carrier posts it. It is normal for a new label to show no movement for up to a business day, and for a package to go quiet between scans.

5. Changing an address

You can change the shipping address yourself on the order editing page within 24 hours of placing the order and only before it ships. Once the label is printed, a new address becomes a redirect request with the carrier. Redirects are the carrier's decision and are never guaranteed.

6. International orders, duties and taxes

We ship to the United States, Canada, the United Kingdom, Australia and the European Union. Customs duties, import taxes and brokerage fees outside the United States are set and collected by the destination country, not by Seravane, and are the responsibility of the recipient. We cannot quote them in advance. If any are due, the carrier contacts the recipient with the amount and how to pay, and a package held for payment does not move until it is paid.

7. Shipping protection

Shipping protection is an optional, customer-paid add-on offered at checkout. When chosen, it appears on the order as its own line. Claims on protected orders are filed on the protection claims page, and the protection provider decides on a replacement or a refund.

The app writes to the email on the claim and may ask for a reply or photos, so please watch your inbox once you have filed.

8. Lost, stolen or damaged orders without protection

If an order without shipping protection is lost, stolen or damaged, write to us within 60 days of delivery or of the last tracking update. A package marked delivered but not received is investigated first: the delivery record, a neighbor, a safe place. Where the order cannot be found, we can refund it or issue store credit. A reshipment, where one is made, is sent by our shipping team in Austin.

9. Pre-orders and backorders

A pre-order has no tracking until it ships; that is normal. The expected ship date is shown on the order and on the pre-order status page. We share a restock date only when it is confirmed. Where an order contains both in-stock and pre-order items, whether the in-stock items ship ahead is decided by our team. A pre-order can be canceled before it ships.

10. Undeliverable and refused packages

If a package is returned to us as undeliverable or refused, we will contact you at the email on the order. The product value is refunded once the package is back with us; original shipping charges are not refunded unless the error was ours.

11. Wrong or missing items

If an item is missing from a multi-item order, our shipping team reships it; it is not treated as a return. If you received the wrong item, the mistake is ours: start the return in the returns portal, with the label on us, and our team sends the replacement.

12. Contact

Questions about a shipment: the chat on any page, or the form on our Contact page. Please have your order number, which starts with SRV-, to hand.

This is a demonstration store operated by Razviel, and no orders are processed.