SHOP FAQ’S

 

ORDERING

PAYMENT

What are the accepted payment methods?
We accept PayPal Payments, using credit card or banking. **Please note: Registration with PayPal is NOT required.

What currencies are shown?
The currency used is US Dollar (USD). Conversion to Canadian dollar is available at checkout.

I have a coupon. Can I apply it to my order?
Absolutely! If the coupon code is active, you may apply it to the order. Just enter the code in the ‘Coupon’ field at Checkout.

SHIPPING

How much does shipping cost?

Downloadable items or Services provided by Serena Nicole are not applicable to Shipping.  For all other products in the store such as T-Shirts & Bags, shipping within Canada and the United States is FREE for orders over $80.  A Flat shipping rate of $10.00 applies for Canadian & US orders less than $80.

 

Do you ship internationally?
All services and downloads are available worldwide.  T-shirts & Bags are currently only shipped within Canada and USA.

When do I receive my order?
Services and downloadable products are delivered immediately.  For T-Shirts & Bags, once your order is placed, it takes 3-5 business days for your custom t-shirt to be printed and packaged (most often 3 days). Plus approximately 5-7 days for delivery. Most often, we can get your product/s printed and out to you within 7-14 days total. Orders are not shipped on the weekends or holidays. Sometimes items may be out of stock and we apologize ahead of time if we cannot fulfill your full order. If an item is unavailable we will authorize funds return within 24-48 hours from order placement.

Can I track my order?
Yes, you can track your order via USPS web site.

TAXES/DUTIES

Do I have to pay International taxes and duties?
GST will be added to Canadian orders outside BC. For all orders within BC, both PST + GST will apply.  US orders will not be charged tax. Canadian orders may also be subject to import duties and taxes, which may be applied once a shipment reaches your country. We cannot control and are not responsible for any duties/taxes applied to your package upon delivery. You will be responsible for paying additional charges for customs clearance, if any. Customs policies vary widely from country to country; please contact your local customs office for further information.

Can you send my delivery quoted for custom purposes as a “gift”?
Unfortunately we have to declare all prices correctly on our parcels. If an item is on sale we will declare the sale price and not the suggested retail price of the item.

 

T-SHIRT PRODUCT INFORMATION

Fit guide
All shirt Widths are measured from under the arms (chest) while laid flat. All Lengths measured from bottom of shirt to the highest point of the shoulder. If you’re unsure what size to buy, try measuring a similar shirt that you already own, that fits well, and compare those measurements to the size chart. Please note that measurements might be from 0.25” – 0.5” off.

How Do Sizes Work?
Our garments come in multiple fits. A sizing guide is available for each product. You can view it by clicking “Sizing” on the right side of the product, just below “Add to Cart”.

Should I Expect Any Shrinkage?
Most items are preshrunk but however, they may shrink a little during the washing and drying process.

What Are the Care Instructions?
Most of our garments should be washed in cold water inside out and tumbled dry on low heat. Machine wash according to instructions on care label.

What printing process is used?
Your T-shirts & Bags are printed using Direct to Garment technology. DTG provides an excellent image quality, durability, is soft, breathable and it is a great environment friendly solution that uses eco-friendly water based inks.

 

CUSTOMER CARE

Do I need an account to place an order?
No, you do not need to open an account to place an order, but you need to provide a valid email address and contact details in the checkout process.

Can I change my order?
For T-Shirts & Bags, we start working on your order as soon as it is placed, so there is a very limited time-frame in which you can change or cancel it. So, if you would like to make any changes, please contact us as soon as possible. Once an order has been printed and/or shipped it cannot be cancelled and our return policy will apply.

Can I add items to my order?
Unfortunately we cannot add items to an existing order (unless you are still in the Check out cart). Please place a new order for the item.

Did my order go through?
An order confirmation is sent to your email immediately after the order is placed. Check your inbox and junk mail. Wait a few minutes to a half hour and if it is still missing, chances are that your order did not go through correctly. Please contact us and we’ll sort it out!

I did not receive an order confirmation.
As soon as your order is placed, an order confirmation goes to the email address you entered in the checkout. If it is missing, double check your spam folder and add info@serena-nicole.com to your contact book for future purchases. If it’s still missing, chances are there was something wrong with the order. Go to Contact page and we’ll sort it out for you.

 

RETURNS AND EXCHANGES

How can I return a T-Shirt/Bag I bought?
We want you to be delighted with your custom t-shirts and bags. If you are not completely satisfied with your purchase we can provide a refund however some restrictions apply. Since some items are non-returnable, please go to the Contact page upon receipt of your shipment to contact us first and see the below conditions that apply:
1. Items for return must be received within 15 days of contacting us.
2. The refund will be posted onto the original payment method used at time of purchase.
3. All items must be clean and unwashed with all tags attached. Once any item has been worn and/or washed it cannot be returned or exchanged
4. Copy of the original receipt must be included.
5. Return shipping costs are the responsibility of the client.
6. Please use a trackable method of shipping – we will not be held responsible for packages lost in transit.
All returns take approximately 2-3 business days to be processed once product has been received back to us.
Any item(s) being returned that are NOT in original condition will be sent back at the customers expense.
If the item has a manufacturing defect, we will be glad to exchange it for you. The shipping charge will be waived on replacements

How can I exchange a T-Shirt/Bag?
If you wish to receive a different size or a different product please place a new order. For returns of the original item please refer to the ‘RETURNS’ section above.

Can I get a refund on a Service or Download I purchased? 

Payments made for Downloadable products or Services including Coaching, Consulting/Readings and Energy Healing are paid in advance and are non-refundable.