For a smooth, easy transaction, please read our policies listed below. This page also provides information about useful topics when using our site. By making a purchase on our website, you agree to abide by all our policies. We reserve the right to cancel any transaction that we deem to be in the best interest of buyer and/or seller. These policies may change from time to time. Please check the policies each time you use our website in order to have the most current information on this topic. Please read our Shipping page for questions about our shipping policies. Topics on this page (click a link below to go directly to that topic): Placing an Order *IMPORTANT: Please DO NOT close your browser for at least 10 seconds after placing an order so that your order can be completely processed. Do NOT hit the back button or try to refresh the page until your order is completely processed or your account will be charged a second time. Our Satisfaction Guarantee  | Serendipity Collections has been delivering fine gifts and collectibles to happy customers since 2005. We take great pride in offering exceptional customer service and fabulous gifts to you and your loved ones! We know how important your Serendipity gift is to you and while we think you’ll be thrilled with the high quality of our merchandise, if you have a change of heart or our gifts do not meet your expectations, please contact us and we’ll happily accept your return. (See our Returns policy). We are sorry but we are not able to accept returns on Webkinz, special orders, or closeout items. |
Payment 
For domestic orders (United States deliveries), we gladly accept credit cards (Visa, MasterCard, Discover & Amex) as well as PayPal. You do not have to have a PayPal account in order to pay with PayPal. - PayPal is our credit card processor so all reference to your payment may include a reference to PayPal. (This does not mean a PayPal account was opened for you. Nobody can open a PayPal account for you except you)
- If paying by credit card, please be sure to have your CVV number handy (the 3-4 digit number following your credit card number, usually found on the back of card)
For international orders, we gladly accept credit cards (Visa, MasterCard, Discover & Amex) as well as PayPal. - You do not have to have a PayPal account to pay by PayPal
- If paying by credit card, please be sure to have your CVV number handy (the 3-4 digit number following your credit card number, usually found on the back of card)
- All forms of payment must be in US funds
Duty fees and any other fees and taxes charged by your country are the sole responsibility of the Buyer. Additionally, some carriers may charge brokerage fees, which are also the sole responsibility of the Buyer, Please understand duty fees, brokerage fees and other fees and taxes before making a purchase. All electronic payments are completely secure (see our Privacy Notice). To all our customers paying by e-check through PayPal, we cannot ship until funds are cleared by PayPal. We have temporarily stopped taking orders by phone and are not returning phone calls on our 800 number. If you are in possession of our phone number, please know that we will not be checking messages and you need to contact us by using our Contact Us form or writing to us at our email address located on your packing slip. All packages are shipped insured and insurance is included in shipping and handling charge Taxable goods ~ We are required to collect 6% tax on goods and shipping costs for a Pennsylvania delivery address. This will be reflected at checkout. Returns Returns: Returns must be made within 7 days of receipt of item (must be postmarked within 7 days) - You must Contact Us for a Return Merchandise Authorization number within 2 days of receipt of your order. NOTE: We cannot process any return without an RMA number.
- Item(s) MUST be returned in original condition in manufacturer's packaging with all tags attached.
When contacting us for a Return: - Include your name, email address and order number
- a brief explanation for your return.
Refunds for Returns will be given as Money Back: - minus all shipping charges/costs (this applies to our products that ship free as well as our regular products).
- You are responsible for return shipping
- A 10% re-stocking fee applies.
International Customers: If your item arrives damaged or otherwise is defective, we can only issue a full refund (no exchanges). Christmas Returns: Please make sure to contact us by January 2, 2010 for an RMA and then follow our General Return Policy. Returns for products that ship free: (whether individual products that ship free or orders of $100 or more - See our next Topic (below) Returns for rel-e-vant products: In addition to following our general Return Policy, if the product is packaged in a mesh bag, the mesh bag can be untied at the bow (no need to cut the mesh) and then if you need to return it, the mesh can be pulled up around the product and the ribbon wrapped around the top and re-tied. Please leave tags in place. According to our general Return Policy, products packaged in a cloth bag must be returned in cloth bag and products packaged in a plastic bag must be returned in the plastic bag, all tags attached. All products must be in original condition. Exchanges: You are responsible for return shipping and shipping charges to send the new product. Follow our general Return Policy (see above) Defective Products: If product is defective please notify us immediately according to our Return Policy (see above) and a full refund will be given as Money Back (including all shipping and applicable taxes) No re-stocking fee will apply. Wrong Product Sent: If the wrong product is sent follow our general Return Policy and we will pay for return shipping and proceed to send the correct product at our expense. Damaged Products: All of our products are covered by insurance. If your items were damaged in transit, please notify us within 48 hours and we will ask that you send us a picture of the damaged goods and packaging (if possible) and fill out some minor paper work so that we can work quickly to resolve this. Email: info "at sign" serendipitycollections "dot sign" com As a Ganz dealer, all Webkinz are brand new with sealed tags. PLEASE NOTE: All Webkinz sales are final. No Returns for Special Orders unless products are defective All closeout items are final sales. Information & Returns for Products that Ship Free - FREE SHIPPING on Domestic orders of $100 or more: This applies to United States deliveries only and will be reflected at checkout. Currently the Patience Brewster High Heel Shoe Cake Stand cannot be delivered to Hawaii or Alaska. We reserve the right to ship via our chosen carrier and method (you will have the opportunity, if you like, to choose your carrier and method for a fee). Weight Restrictions apply (20 lbs - actual pounds plus package bulk). ** Cannot be combined with any other offers except Gift with Purchase.
- International Shipments: All of our individual products that SHIP FREE are offered to our Domestic (US) customers and SOME of our products that SHIP FREE are offered to our Canada customers (see item description). Customers who are shipping internationally (including Canada where we don't offer FREE SHIPPING to Canada) MUST contact us for a shipping quote if you are ONLY purchasing products that ship FREE. **If you are purchasing products that ship free with products that do not ship free or your order totals $100 or more, you may proceed with checkout without contacting us.
- Returns: If you want to return our products that ship free (whether individual products that ship free or free shipping for orders of $100 or more - In the case of Free Shipping for orders of $100 or more, if the item/s you are returning makes your order fall below the $100 required purchase) we will issue a refund as Money Back minus our shipping costs for that order.
- As stated in our Return Policy (above), you are responsible for return shipping.
- A 10% re-stocking fee will apply.
- Please make sure to contact us within 48 hours of receipt of order for an RMA (Return Merchandise Authorization). Be sure to include your name, email address, Order Number and a brief explanation for return.
- Returns must be postmarked within 7 days of receipt of order.
- Item(s) must be in original condition, in manufacturer's packaging with all tags attached.
Special Orders Looking for something in particular and don’t see it here? Need more quantity of one of our in-stock items? We happily accept special orders. - 50% non-refundable deposit required for all special orders
- No returns on any special order unless products are defective
Please contact us with your special order request and we will check availability. Upon verifying that the products are available we will contact you and proceed from there. Backordered and Out-of-Stock Products Occasionally a product may be on backorder or out of stock and we apologize for any inconvenience this may cause you. If that is the case, we will notify you as quickly as possible. Once we notify you, you may - Proceed with your order minus the backordered product (we will refund price of product and applicable shipping and sales tax)
- Cancel your order
If we do not hear from you within 24 hours of our notice to you, we will go ahead and ship your order minus the backordered item/items and refund your money for the backordered product plus any additional shipping and sales tax you may have been charged. We will send a notification regarding the status of your order in any case and it will be noted in "My Account." If the backordered product is the only product you ordered and we do not hear from you within 24 hours of our notice we will cancel your order and refund all monies paid. If a product is out of stock and we know that we will not be getting any more of that particular product we will cancel your order, refund all monies paid and notify you at the time of cancellation. If the product you ordered is out of stock and we have a similar product but different color or pattern, we will notify you and ask if you would like us to substitute the similar product. If we do not hear from you within 24 hours of our notice to you, we will cancel your order, refund all monies paid and notify you at the time of cancellation. Errors with Order Processing Occasionally there can be a glitch in the ordering process and you may receive a message that your credit card could not be processed or some other error message. This happens with all websites from time to time. Please remember that our website is interacting with a third party application in the form of our credit card processor and these glitches are beyond our control. We know the frustration this can cause and if you encounter a problem, we apologize for the inconvenience this causes We know from experience that often a payment has actually been made but usually the order itself has not come through. Please do not try to continue to place multiple orders (if you have tried to place mulitple orders and we have received multiple payments please be assured that we will refund all additional payments as quickly as possible). Please do Contact Us and let us know about the problem and we will work quickly to complete your transaction. Errors with In-Stock Products If you enter our website from a cached page or bookmark, you will need to refresh the screen, as some products may appear to be in-stock, but, will show unavailable in the quantity you chose once you add the products to your cart. Gift Services We are a full service gift boutique and offer complimentary gift wrap. Some products come gift-packaged or you can choose your gift wrap in the drop-down box in the Item Description. If there are no gift wrap options available in the Item Description, just let us know your occasion in the Comments Box at checkout and leave the rest to us (if you request gift wrap in the Comments Box, some smaller products may be gift packaged in a pretty gift bag)! **Depending on the gift wrap you choose, some products may be gift packaged in our signature purple or premium colored box with pretty bow and ornamentation or our premium white box with feather ties and ornamentation. Gift enclosure cards available upon request. Just put a note in the comments box at checkout as to occasion and how you want the card to read. PLEASE NOTE: If you want your order sent as a gift and you do not leave comments in the Comments Box or ask us to include a note, your name will NOT appear anywhere in the order. If We are Away If we are away, we will post a banner and other information, including when we will return at the top of our Homepage, as well as having a Note at the top of our cart. While we are away, you are welcome to browse and shop. If you make a purchase while we are away, we will process your order upon our return. Forgotten Password If you have forgotten your password, at the login page you can click into the Forgotten Password link. Once you enter the email address you registered with, a new password will be emailed to you immediately. If you do not receive an email with your new password within 15 minutes, please check your bulk/spam folder. AOL users, please add info "at sign" SerendipityCollections "dot sign" com to your safe senders list. Your new password will be effective immediately and once you are logged in you will be able to change it to a password of your choice. If you are still having problems, you may re-register with a different email address or you may Contact Us and we will delete your old account and you can create a new account with your original email address. Customer Testimonials We are honored and touched by the many notes of thanks we receive from our loyal customers. If you send us a thank you note, we may use it on our Testimonials Page (referencing only your first name, last initial and home state or country) and we sincerely thank you for taking the time to write to us. Customer Service As our customer, you are of the utmost importance to us. We realize that you have many choices when shopping for gifts and collectibles and we honestly appreciate your choosing us. We will always treat you with respect and will immediately address any concerns you may have. We pride ourselves on our honesty, integrity, high quality products and exceptional customer service. If you make a purchase from us and have not received any emails from us, chances are there was a glitch in the process. It can be as simple as an incorrect email address being input upon Creating your Account. - Please be sure to add info "at sign" serendipitycollections "dot sign" com to your Safe Senders list (especially aol subscribers) to ensure that you receive update emails when you place an order and email responses to Enquiries.
- Check your spam/bulk email folder if you have not received any communication from us after placing an order or sending an Enquiry.
Feel free to contact us at info "at sign" serendipitycollections "dot sign" com We are a full service gift boutique and most of our products come gift packaged or with your choice of complimentary gift wrap. For any concerns, please feel free to contact us through our Contact Us form or by emailing us at info "at sign" serendipitycollections "dot sign" com Direct Email Marketing from Serendipity By creating an account or purchasing our products, it is understood that you are giving implicit consent to receive direct email marketing from Serendipity Collections in the form of newsletters, surveys or special mailings, whether at your request or at our discretion. If you receive such emails, you have the option of permanently removing your name from our list and you will not receive any further mailings from us, except where it concerns your order or to fulfill your specific request. By using our site, you acknowledge that any marketing emails we send you before you opt-out shall not be considered spam and shall not be reported as such. Our award winning Newsletter Manager, Constant Contact, has named us a Constant Contact 2008 All-Star for maintaining sound permission-based email marketing and list management best practices.
Links We try to link to high quality websites that complement our own but linked sites are provided only as a convenience resource to our visitors. The owner of this site does not warrant or endorse any site listed here and cannot be liable for the content of these sites. Please use them at your own discretion. Whether you click on a link that goes to another page on our site or a link to an external site, please know that most of our links open in a new window. To return to our site just close the open window. (you will know you are in a new window because the back button will be grayed out. If the back button is functional you can click it and it will return you to our site) A Word About Us & Comparative Shopping We participate in several comparative shopping sites such as Bizrate and Shopzilla, but, you will not see us rated. In keeping with our Privacy Policy, we do not share customers'' information or shopping habits with any third parties so we will not offer surveys or other ratings tools from third parties to rate our store (you will not get any pop-up boxes or links on our site to Take a Survey). ~ Prices subject to change without notice ~ Updated May 6, 2010 |
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