shipping & returns
What is your return and refund policy?
Due to the nature of our products, we typically cannot accept returns. Please understand that this is a hygiene issue. Valid reasons for a return would be if you received the product and it was defective or you have received the wrong product. In these cases you may return new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error. (You received an incorrect or defective item).
We are committed to offering our valued Customers superior customer service and satisfaction. If you have any problems or concerns, please contact us at firstname.lastname@example.org and we will see what we can do to accommodate you.
**Please note that we cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 30 days of our notification.**
Refunds will only be made against the original credit/debit card used (excluding duties and shipping fees) for the price of any item that you return.
return & exchange policy
Please note that we do not offer exchanges for returned products at this time.
How much does shipping & handling cost?
Shipping is free for all Orders over $65.00 before taxes in Canada and USA. We also offer a flat rate shipping option for all Orders under $65.00 before taxes $9.00 for Canada and USA. International Orders are based on weight and typically cost between $14.00 -$16.00 CAD. Also be aware that depending on your country's regulations, International orders may be subject to additional duty fees.
Shipments are via Canada Post.
Bulk Shipments are via DHL or Fed Ex
Do you ship internationally?
Yes we do. We are proud to ship to customers in many countries around the world, but we currently do NOT ship to Hong Kong, China, Malaysia or Indonesia. Serious delays are to be expected when shipping to Ukraine, Romania and Russia. Russian customs is backed up and your shipments may take up to 90 days to arrive.
Unfortunately, we have no control over duty (or customs tariffs) and once a package leaves our shop, we can’t guarantee that it will arrive within the post office’s suggested timeline. Please note that Serpentine Beauty Cosmetics is not responsible for any additional Customs fees, duties or taxes that your country may charge.
Do you deliver to a P.O. BOX?
No, shipments will NOT be delivered to PO Boxes.
Has my order shipped?
Most orders are processed within 1-3 business day. Orders placed on non-business days (weekends or Canadian federal holidays) will be processed on the next business day. However, once your order has shipped, you should have received an email confirmation of the shipment. You can also go to your Account to check the status of your order.
How long will it take for me to receive my order?
We do our best to get every order shipped out immediately. Sometimes we can get orders shipped out the same day, but most of the time they will be shipped out within 3 business days.
All orders are shipped “Regular Delivery”. For all Canadian and USA Customers, this option is the least expensive and most common choice of shipment; no tracking number is available for “Regular Delivery”. All shipments in Canada should arrive within 7 business days and all shipments to USA should arrive within 14 business days. However, if it takes longer, please be patient, rural addresses may require extra time to be delivered. If it has been over three weeks, feel free to contact us at email@example.com.
USA and International Shipments can vary depending on how long Customs holds onto the package for processing. Rural Canadian and USA addresses require one or more additional days to deliver. Delay of delivery could also be an issue of certain country’s restrictions and regulations.
Are tracking numbers available on shipments?
Tracking numbers are not available on “Regular Delivery” shipments.