PROCESSING TIMES

Our processing hours are Monday–Friday, 9AM–5PM PST. Orders are processed within 3 business days (excluding weekends and holidays). An email notification will be sent to you once we’ve confirmed your order.

Occasionally, there may be delays due to an extremely high volume of orders, or other unusual circumstances outside of our control. We’ll notify you of any such delays via email.

You will receive another notification when your order has shipped. Please refer to our Wholesale Vendor Agreement for more details.

SHIPPING TIMES

Once shipped, most orders arrive within 4–5 business days. Depending on your location, you might receive items earlier.

Please allow extra time during our busy season as postal delays are out of our control. Additional factors such as distance, customs, and natural disasters may cause further postal delays. In these situations, we greatly appreciate your patience.

SHIPPING RATES

We currently ship all orders via UPS. Shipping charges for your order will be displayed at checkout. We do not charge additional fees for processing and handling.

ORDER STATUS

When an order has shipped, an email notification will be sent from us containing a tracking number that can be used to track its status. Please allow 48 hours for the tracking information to become available.

Postal service is out of our control once your shipment leaves our warehouse. However, because each shipment is insured through UPS, if your order gets lost in transit or is returned to us for any reason, we will send you a new order and tracking information as soon as possible. Please reference the expandable “RETURN/EXCHANGE POLICY” section of this page for applicable situations.

If you haven’t received an order within 7 days of receiving your shipping confirmation email, please contact us at support@seraphic-skincare.com with your name and order number. We will look into the situation and do everything we can to resolve any matters we have control over.

DELIVERY CONFIRMATION

You will receive an email once your order has been delivered. For all orders over $750.00 USD, a signature confirming acceptance of the delivery will be required.

INTERNATIONAL SHIPPING

We currently only offer shipping to addresses within the US, but check back with us soon for international shipping options as we continue to expand.

IN-STORE PICKUP AND LOCAL DELIVERIES

We currently do not offer in-store pickup or local deliveries, but check back with us soon as we continue to expand.

RETURNS

We stand behind our products and want to maintain a great relationship with our retailers. If there’s a problem with your wholesale order, we’ll make it right.

All wholesale orders come with a 10-day money back guarantee. Simply initiate the return from your online account page and let us know the issue(s) with your order. We’ll send you return shipping labels and gladly refund your purchase.

Items must be in resalable condition. Original shipping charges are not refundable, and a 10% restocking fee will be deducted from the refund.

LOST, INCORRECT, OR DAMAGED GOODS

Please inspect shipments as quickly as possible upon arrival. If your merchandise is found to be damaged or incorrect, save all contents/packing materials and contact us within 5 business days of delivery for an exchange. Once we’ve confirmed the return has been processed through UPS, a replacement order will be issued.

Shipments that have been determined to be lost, after thorough research of the order via delivery confirmation tracking, will be replaced.

For both circumstances, a monetary refund will not be given.

CANCELING OR CHANGING ORDERS

As we aim to be efficient and process orders quickly, we cannot guarantee that your order will be cancelled or altered after it has been placed. You may contact us by email within 24 hours of placing your order to inquire about its status, and in the event it has not yet been processed, we will be more than happy to make the requested changes.