Our artisan partners work under conditions that we can hardly imagine. Floods, cyclones, droughts, power outages and lack of raw materials can all cause unexpected delays in the delivery of their handcrafts to us. This means that products you order from SERRV may occasionally be out of stock. We are happy to back order the items at your request under the following conditions:
Direct Mail Orders: Telephone and Postal: You may back order unavailable items over $10.00 (per item or multiples of the same item). You will not be charged for back orders until they are shipped.
Online Orders: We cannot accept back orders for any items ordered through our online retail catalog.
Wholesale and Retail Store Orders: Telephone and Postal: You have the option to back order unavailable items that have not been discontinued. A $10 minimum per each line item ordered is required for all back orders. The minimum is calculated after applying your discount. This means that to place an item on back order, each item must be $10 or more after your discount, or multiples of one item ordered must reach the $10 minimum for each line item. Also, after November 1, we cannot guarantee delivery of any back orders before the end of the year.
Consignment Orders: We are unable to accept back orders for consignment sales.
Returns:
You may return or request a replacement for an item* within 30 days if you are not completely satisfied. Fill out a Returns Form and send it with the item in the original box (if possible). We recommend you insure your returns. Also fill out this form if you received damaged or extra items. We will be happy to replace any damaged item at no charge to you. If you prefer, we will issue a refund check or credit your account. We will pay for return shipping on defective items or items packed in error.
Mail your return to: SERRV P.O. Box 365, 601 Main Street New Windsor, MD 21776-0365
If you have any questions, please call Customer Service at 1.800.422.5915.
*Food items may only be returned in the case of damage, quality issues or packing errors. Please contact Customer Service for authorization or more information.
