SUPPORT@SERENITYEVOLVE.COM

FAQ

SHIPPING

 

HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?

Below is the progress of your order:

  1. First: After you finish placing your order, it will be captured and transfer to "Processing" process. This process would take 1-3 days to complete.

  2. Second: After the "Processing" process, your order will be ready to be shipped out. We will send you the tracking number via the email that you used when placing your order.

    Delivery time will take up to 14 - 35 business days.

* Please note that shipping in Holiday season would take 5 - 7 business days more than usual.

Since an order needs up to 7 weeks to be delivered, please don't reach out to us if that period has not passed.

 

 

HOW CAN I TRACK MY ORDER?

After we have shipped your order out, an email which is entitled "A shipment from order #Bxxxxx is on the way" will be sent to the email that you used when placing your order.

After that, click to the blue button "View your order" then you will land on your order's status page where you can track your order.

To Track your order simply take the tracking number provided and paste it into: https://extcall.17track.net/en

Simply click enter on the tracking code provided on the tracking page to check your order's status.


**Please note after receiving your tracking number it can take up to 2-3 days for the tracking to update**

 

 

WHEN WILL MY TRACKING INFORMATION APPEAR?

You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fulfillment centre of your online shop.

 

WHY IS MY SHIPMENT STATUS UNCHANGED?

 

Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order started being shipped.

 

HOW TO CANCEL YOUR ORDER?

Serenity Evolve allows up to 24 hours for customers to cancel their order or change an address. 

To cancel your order for what ever reason please contact our support staff at support@serenityevolve.com 

All cancellations will need to take place within 24 hours of purchase, after this timeframe the order will begin processing and shipment.

 

WHY DIDN'T MY ORDERS COME IN ONE PACKAGE?

Our warehouses are located in different locations in China. Moreover, our stock is spread out over multiple fulfillment centers in order for them to get to you faster. This means orders containing multiple items may be shipped individually. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way. Therefore, the partial shipment could be applied to customers’ order.

 

PAYMENT 

WHICH CURRENCY ARE YOU USING ON YOUR WEBSITE?

Our products are set in CAD Dollar. Fortunately, our system will automatically convert it for you, don't worry!

 

HOW CAN I TRUST YOUR STORE TO PROVIDE MY CARD INFORMATION?

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

 

WHY COULDN'T I COMPLETE MY ORDER BECAUSE OF "ZIP CODE DOES NOT MATCH" ERROR?

This error typically occurs when the billing address entered does not match what is on file with your financial institution.  


Firstly, please attempt your order again with updated billing information. Please be informed that you need  to match your billing address correctly to the address which you have registered with your card issuer bank. This includes any formatting associated with applicable unit numbers, as well as requiring a full nine-digit zip code for some verification. 


Secondly, be advised that every instance in which this error populates results in a pre-authorization, which will simply fall off and never post to your account. For getting the better support, please contact your issuer bank to figure it out.

MANAGING YOUR ORDER

 

HOW TO PLACE AN ORDER?

First of all, visit our store at: https://serenityevolve.com/

Choose products that you love, then click "Add to cart" and "Check out".

Then fill in your information and pay.

That's it! Very easy.

POST - PURCHASE

WHAT IF I RECEIVED A DEFECTIVE/DAMAGED ITEM?

We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged.

If you received a defective/damaged item, please kindly contact us by sending an email to support@serenityevolve.com tell us about your problem and don't forget to attach photos/videos which can clearly show the problem. 

There are 3 options that we can offer you, that we will send you a replacement, or you return our product to get a full refund or you can keep the product and we refund you 50%. Please be informed that you can only choose 1 of 3 options above, and it is the final solution for your request.

 

WHAT SHOULD I DO IF I PROVIDE YOU A WRONG SHIPPING ADDRESS?

In case of providing us an incorrect shipping address, you should contact us immediately by sending an email to support@serenityevolve.com and provide us your correct address. We will check whether we can change it for you.


If your order was shipped out, we are really sorry that we are not able to change it for you nor sending you another packet without any fee.

 

STILL NEED HELP?

Can not find the answer you need? Contact us: support@serenityevolve.com

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