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.
Guarantee and Returns
Eastern Serenity stands behind the quality of everything we sell.
MONEY BACK GUARANTEE - If within 5 days of receiving your product you are not completely satisfied, call us at (800) 641-0137 and we will issue a Return Merchandize Authorization (RMA) number. You can then return the product to us (to our US warehouse) in the same condition we shipped it for store credit. Items shipped as store credit exchange items will be shipped at no cost to you. Custom-ordered merchandise is non-refundable.
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 100 % guarantees (that include shipping cost for replacement) for damaged or defective items. Please hold the original packing materials and damaged merchandise for inspection otherwise no claim, replacement, or refund can be honored. In the case where merchandise must be returned to us for inspections you will be charged for the replacement until the damaged product has been returned and inspected. It is your responsibility to get the damaged goods back to us. Please notify customer service at (800) 641-0137 within 48 hours after receipt that you have damaged goods. We will then give you the return shipping information and work through the return details.
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.