At SereneFlame, we strive to ensure that your handcrafted candles arrive quickly, safely, and in perfect condition. This Shipping Policy clearly outlines our operational procedures, handling timelines, shipping costs, and delivery details. Please read this document carefully before placing your order.
1. Shipping Coverage
We currently offer shipping exclusively within the contiguous United States (USA). We do not offer international shipping or delivery to US territories at this time. All orders must be placed with a valid, deliverable physical address located within our supported US shipping coverage zone.
2. Shipping Rates
We aim to keep our shipping rates transparent and straightforward with no hidden charges at checkout:
· Flat-Rate Shipping: Standard shipping is charged at a fixed rate of $10.99 for all standard orders within the USA.
Your total shipping costs will always be clearly displayed on the checkout page before you complete your payment.
3. Order Processing & Handling Time
Every candle is carefully inspected and securely packaged prior to dispatch.
· Handling / Processing Time: 1 to 3 Business Days (Monday through Friday). Orders placed during the week are processed within this window before being handed over to our shipping partner.
· Order Cut-Off Time: 5:00 PM (EST – Eastern Standard Time). Orders placed before 5:00 PM EST will begin processing the same business day. Orders placed after 5:00 PM EST will begin processing on the following business day.
4. Transit Time
Once processing is complete and your package leaves our fulfillment facility, the transit time to your address is estimated as follows:
· Estimated Transit Time: 3 to 5 Business Days (Monday through Friday).
Please note that transit times are estimates provided by shipping services and may occasionally vary due to weather, regional logistics factors, or peak seasonal volumes.
5. Total Estimated Delivery Time
Your total wait time is calculated by adding our handling time to the shipping transit time:
· Handling Time: 1 to 3 Business Days
· Transit Time: 3 to 5 Business Days
· Total Estimated Delivery Time: 4 to 10 business days
6. Order Tracking
Once your order is processed and handed over to the courier, an automated email containing your tracking number and carrier link will be sent to the email address provided at checkout.
· Tracking Confirmation Notice: Please allow 24 to 48 hours after receiving your tracking link for the status to update on the carrier’s portal.
· Missing Tracking Information: If you do not receive a confirmation email with your tracking information within 2 to 3 business days of placing your order, please immediately contact our customer support team at support@sereneflame.shop
with your order number, and we will promptly look into it for you.
7. Delivery Operations & Carrier Method
To ensure maximum efficiency and safe arrival, we partner with reliable, national-tier shipping carriers.
· Carrier Selection: We do not restrict ourselves to a single courier. Instead, we automatically select the most reliable shipping carrier suited to your specific region and address at the time of dispatch.
· Customer Responsibility: To ensure successful delivery without unnecessary delays or package bounces, customers must provide complete and accurate delivery details (including apartment numbers, unit codes, and street names).
8. Incorrect Address or Contact Information
Customers are responsible for reviewing and verifying their shipping address prior to completing their purchases.
· Address Corrections: If you realize that you entered an incorrect shipping address or contact detail, please email us at support@sereneflame.com within 12 hours of placing your order so we can update your details before shipment.
· Failed Deliveries: SereneFlame is not liable for orders that fail to deliver, are delivered to the wrong location, or are returned to sender due to incorrect address information provided by the customer at checkout. Reshipment fees may apply if a package is returned to us due to an invalid address.
9. Damaged Packaging, Lost, or Missing Packages
We take extreme care in packaging delicate candles, but unforeseen issues can occasionally occur during transit.
Lost / Missing Packages in Transit: If your tracking status shows no updates for an extended period or indicates the package is lost, please send your order details to support@sereneflame.shop
· Our team will open an official inquiry and investigation with the shipping carrier to locate your package or issue an appropriate resolution.
· Damaged Products upon Arrival: If your order arrives broken, cracked, or damaged due to rough transit, please email us within our 14-day return/claim window. You must attach clear photographs showing the damaged product as well as the outer shipping box.
· Full Refund / Replacement: Upon verification of the photos, we will process a full refund or issue a complimentary replacement.
· 14-Day Claim Window: Please note that all damage or missing package claims must be submitted within 14 days of the marked delivery date. After this 14-day window expires, SereneFlame is no longer responsible or liable for refunds or replacements.
10. Holidays & Weekends
Our fulfillment centers and shipping carriers do not operate on weekends or US federal holidays.
· Non-Operational Days: Saturday, Sunday, and US national holidays (e.g., New Year’s Day, Memorial Day, Independence Day, Thanksgiving, Christmas).
· Processing Delay: Orders placed on weekends or national holidays will begin processing on the next immediate business day. Any handling or transit times quoted above apply strictly to standard business days.
11. Contact Information
If you have any questions regarding our Shipping Policy, feel free to contact us:
Store Name: SereneFlame
Email Support: support@sereneflame.shop
Business Address: 64 OXBOW DRGLASTONBURY CT 06033-1641USA
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)