We accept all major credit cards, wire transfers, money orders and checks. Checks must clear before we release shipment.
How to order
We occasionally make portions of our customer transaction information available to selected organizations; if you wish to opt out of these exchanges or unsubscribe from our catalog or newsletter mailings please call us or use the following link. We will only send you a non-confirmation/shipping email if you opt-in to our newsletter program, although on rare occasions we will offer past customers a chance to subscribe again as we update our systems and procedures. We never share email addresses or telephone numbers with outside organizations.
Our website and phone center does not collect, store or process credit card information directly; we use secure encrypted servers at verisign and therefore have no access to your credit card information after we process your order on these third party servers.
We also send our catalogs to rental lists from other organizations. If you have never contacted us before and no longer wish to receive our catalogs, the best way to remove your name from every shared list is to contact the Direct Marketing Association at the following web link: www.dmachoice.org
In-stock items ship from our Santa Fe warehouse by FedexGround or UPS, generally within 48 hours. Back-ordered and custom items will ship from Thailand with a shipping window to the United States of 6-8 weeks for most items. We will alert you as soon as possible by email or telephone if any item you've ordered will be delayed. If you need expedited shipping or have any other questions, please contact us at 800 641-0137.
Eastern Serenity stands behind the quality of everything we sell. Each of our items is carefully handmade by artisans and skilled craftsmen; therefore, variations in finishes, castings, symmetry, and detailing are anticipated and expected.We offer a 100% guarantee (that includes shipping cost for replacement) for damaged, defective, or incorrectly shipped items.
Damaged, defective, or incorrectly shipped items
Damaged, defective, or incorrectly shipped items must be declared within 5 days of receiving your product by calling us at (800) 641-0137 or by email to firstname.lastname@example.org. The five day limit is to ensure that we can make a claim with the shipper for damages, alert us for quality control issues, or to quickly adjust for cross shipped items. Damaged, defective and incorrectly shipped items are returned and replaced at our expense for all shipping charges.
Please notify customer service at 800.641.0137 within 5 days of receipt that you have received damaged goods. Please hold the original packing materials and damaged merchandise for inspection - otherwise no claim, replacement, or refund can be honored. Also, take as many photos as possible and email them to email@example.com. We will then confirm the return shipping information and work through the return details.
Defective or Mis-shipped
If the package you receive contains defective or incorrect contents, please notify customer service at 800.641.0137 or at firstname.lastname@example.org within 5 days of receipt to allow us to arrange for a shipment or solution to correct the problem.
Any return for reasons other than damaged, defective, or incorrectly shipped items can be sent back in the original condition for up to
up to thirty (30) days for refunds
up to sixty (60) days to exchange for an equal value of different sizes or other items in our collection.
After 60 days, any purchase is no longer eligible for refund or exchange.
Address for Returns and Exchanges
Exchanges and Returns
P.O. Box 6460
Santa Fe NM 87502
You must ship using a method where you have a tracking number. The tracking number is your protection to demonstrate successful arrival and confirmation that remedy is due. Without a tracking number proving delivery at our location, any claim for refund/exchange will be almost impossible to resolve. Products returned for reasons other than damaged, defective, or incorrectly shipped items will not be credited for return shipping charges.
• Sale, Clearance, and Custom ordered merchandise is not eligible for exchanges or refunds.
• Due to the difficulty of check processing refunds, mail-orders by check are eligible for exchange credit only.
When we receive items for exchange in perfect condition, you can expect in-stock items to ship within 48 hours. The customer is responsible for shipping charges for the original item’s shipment back to us, and we will ship the exchange item free of charge back to the customer.
Refund Credit Card Processing
Please allow up to 7 days after tracking indicates our receipt of a return item for a refund to be issued. Once the credit is issued, expect additional 3-5 business days for your financial institution to credit your account. If your email is included in your order, we will send an email refund confirmation on the day the credit is issued.
We gladly accept orders from our friends outside the U.S. Canadian orders are shipped from the Santa Fe warehouse, with applicable customs charges applied, depending on the product. Other orders are generally shipped from our Chiang Mai, Thailand warehouse. Non-US/Non-Canadian shipping charges will be 30% of the product value, up to 10 kg. in total weight, with a minimum shipping charge. For larger items, we can quote shipping on an individual basis. Depending on shipping region, we will fill out appropriate customs forms, but charges & tariffs are the responsibility of the buyer. We will provide tracking information, but the responsibility for receipt of the product after shipping is that of the buyer. We are happy to discuss shipping timelines and other questions with our customers, so an email with your phone number and a convenient time to call you will always be answered.