Serrane Labs — Shipping Policy

1. Domestic Coverage (US Only)

• All 50 US states
  
  
• Washington, D.C.
  
  
• Select domestic postal territories and military installations (APO/FPO/DPO)
  
  

2. Processing & Fulfillment Timelines

• Order Processing: All orders are packed and dispatched within 1–2 business days (Monday through Friday, excluding US federal holidays).
  
  
• Automated Processing: Orders placed early on business days enter our automated Colorado warehouse queue within hours.
  
  
• Tracking Notification: An automated shipping confirmation email containing your carrier tracking number and direct tracking link is sent as soon as your parcel receives its initial physical scan into the carrier's sorting facility.
  
  

3. Shipping Rates & Delivery Estimates

4. Order Tracking & Status Updates

• Carrier Scan Delays: Please allow up to 24 hours after receiving your shipping confirmation email for carrier tracking telemetry to populate active location coordinates.
  
  
• In-Transit Inquiries: If your tracking status has not updated for more than 4 consecutive business days post-dispatch, contact support@serranelabs.com so our team can open an official carrier trace.
  
  

5. Address Modifications & Delivery Procedures

• Address Changes: If you need to update a delivery address, email support@serranelabs.com immediately with the subject line: URGENT: Address Change — Order #[Your Order Number]. While we make every attempt to intercept parcels submitted promptly, we cannot modify addresses once an order has entered warehouse processing or been assigned an active shipping label.
  
  
• Address Accuracy: Serrane Labs is not liable for misrouted or undeliverable parcels resulting from inaccurate or incomplete details entered at checkout. If an order is returned to sender due to an invalid or incomplete address, reshipment postage will be the responsibility of the customer.
  
  
• Do Not Refuse Delivery: If you decide you do not want your order, do not refuse delivery or mark the parcel "Return to Sender." Carrier-refused packages incur return transit penalties and severe processing delays. Because Serrane Labs operates a "keep-it" 30-Day Formulation Guarantee, accept the package upon arrival and email our support desk directly—no physical return is required to receive your eligible refund.
  
  

6. Missing Parcels & Delivery Inquiries

1. Allow 24 Hours: Carriers occasionally register an automated delivery scan up to 24 hours prior to physical drop-off.
   
   
2. Check Your Premises: Verify secure parcel drop boxes, side doors, parcel lockers, apartment mailrooms, and with household members or neighbors.
   
   
3. Contact Support: If the package cannot be located after 24 hours from the recorded scan, contact support@serranelabs.com within 7 days of the recorded delivery date so we can initiate a GPS coordinate audit with the carrier.
   
   
4. Confirmed Lost Shipments: In the event of a carrier-verified lost parcel (where tracking ceases and the carrier formally confirms non-delivery), we will arrange an immediate complimentary replacement or a full refund.
   
   

7. Damaged Shipments

• Contact support@serranelabs.com within 7 calendar days of carrier delivery.
  
  
• Include clear photos showing:
  
  
  1. The damaged bottle, compromised dropper, or broken seal.
     
     
  2. The outer cardboard shipping box showing any transit impact.
     
     
  3. The printed carrier label on the exterior carton.
     
     
• Resolution: Upon photographic verification, our client support desk will dispatch an immediate priority replacement at no cost or issue a 100% refund to your original payment method, per your preference.
  
  

8. Contact Information