Store Policy

Payments and Cancellations ◈

If you have made an error in purchasing, please email sarah.serpentfire@gmail.com to have your order cancelled within 48 hours of the purchase time. Beyond this time, your item may be shipped out, and it will be too late to cancel.  

Refunds and Exchanges ◈

Refunds are NOT accepted in the event that USPS (or any other shipping service) loses or damages your item. Please see below for more details. 

Shipping costs are non-refundable. 

Refunds are only accepted in the event that your item(s) do not reflect what has been advertised here on this website, or if we have made an error in the packaging or shipment of your item. 

If you do receive a refund, shipping costs will be deducted from your refund.

If you are truly unhappy with your item, or it has sustained significant damage, an exchange or gift certificate may be offered.

Domestic Shipping (Within the US) ◈

All single orders are shipped priority via USPS. Wholesale orders are shipped out via UPS.

Customer is always responsible for the cost of shipment.

Shipment is via USPS and all packages are insured and trackable by default.

Customer is responsible for any duty charges (if applicable) at pickup.

SERPENTFIRE is not responsible for lost or stolen packages.

Expedited shipping is available by request, at an additional charge. Tracked packets usually take one week to find their destination. Please check the tracking email which is sent out when the order is shipped. If you do not see your tracking email, please check all spam folders. 

International Shipping ◈

Tracking and insurance are default for international packages.

Expedited shipping is available by request, at an additional charge. Tracked packets usually take up to three weeks to find their destination. Please check the tracking email which is sent out when the order is shipped. If you do not see your tracking email, please check all spam folders. 

Customer is always responsible for the cost of shipment.

Customer is responsible for any duty charges (if applicable) at pickup.

SERPENTFIRE is not responsible for lost or stolen packages.

If for some reason you suspect the shipment has been lost, please email us. An investigation with USPS will be launched upon notice of the missing package. It can take up to 10 business days for USPS to return any information about the shipment. If the case is found in our favour, a refund for the insurance cost will be issued to SERPENTFIRE in which case you will also be refunded. If the case is not found in our favour, no refund will be issued. If a refund is issued, please allow up to one month after the investigation is launched. Your refund will be issued in the method you paid.

◈ Customs Fees ◈

We will NOT mark packages under value to save fees. 

Please be advised that we declare the retail value when shipping internationally. This is to protect us and you from loss, since you will be selling the items at retail value. It ensures that in case of loss or damage, we are able to recuperate insurance and replace your order.  

 

FOR ALL ORDERS please allow up to two weeks for the decks to be shipped out. We are not Amazon, we are a small business and currently have one person packaging the orders. Thank you for your understanding, and for supporting small business!

Questions or concerns: sarah.serpentfire.@gmail.com