FAQ

1. What does serenvalellc.com offer?

We provide a range of everyday pet essentials designed to support comfort, care, activity, and daily life for pets and their owners.

2. Where do you ship?

We currently ship within the United States only.

3. How long does order processing take?

Orders are generally processed within 1–3 business days after payment has been successfully confirmed.

4. How long does delivery take?

Standard delivery generally takes approximately 3–7 business days after an order has been processed and shipped.

Delivery times are estimates and may vary due to carrier operations, weather, holidays, and other circumstances.

5. How can I track my order?

When tracking information is available, it will be provided after your order has been dispatched. You can use the tracking information to monitor the progress of your shipment.

6. Can I change my shipping address after placing an order?

Please contact us as soon as possible if you need to change your shipping address. We will make reasonable efforts to assist before the order is processed or shipped.

Once an order has entered fulfillment or been handed to the carrier, changes may no longer be possible.

7. What is your return period?

Eligible items may generally be returned within 30 days of delivery.

Please contact us before sending anything back so that we can provide the appropriate return instructions.

8. What condition must an item be in to qualify for a return?

Returned items should generally be in their original condition, unused or not excessively used, and include the original packaging and applicable components where reasonably possible.

Returns may be declined for items damaged through misuse, improper handling, or other customer-caused circumstances.

9. What if I receive a damaged or incorrect item?

Please contact us as soon as possible and provide your order number along with photographs or other relevant information.

We will review the situation and determine an appropriate solution, which may include a replacement or refund.

10. Where should I send an approved return?

Approved returns should be sent to:

Seren Vale LLC
874 Lambaren Ave
Livermore, CA 94551
United States

Please contact us before sending a return to receive return instructions.

11. Who pays for return shipping?

For returns that are not related to an error or defect on our part, the customer is generally responsible for return shipping costs.

If an item is incorrect, damaged, or defective, we will review the circumstances and may cover the applicable return shipping cost where appropriate.

12. How long does a refund take?

Once an eligible return has been received and inspected, the applicable refund will generally be processed to the original payment method.

Additional processing time may be required by your bank or payment provider before the funds appear in your account.

13. Are purchases one-time payments?

Yes. Purchases made through serenvalellc.com are one-time purchases.

We do not automatically renew purchases or charge customers for recurring orders or subscriptions.

14. What payment methods are available?

Available payment methods will be displayed during checkout. Payments may be processed securely through third-party payment providers, including Stripe.

15. How can I contact customer support?

You can contact us with questions about products, orders, shipping, returns, refunds, or other customer service matters.

Email: jimeno@serenvalellc.com
Phone: +1 4429009351

We recommend including your order number when contacting us about an existing order so we can assist you more efficiently.