Customer Care

Do you have a question about your order, our catalog or an item you see on our site? Our friendly Customer Care representatives are ready to help you!

Customer Care Email: orders@serrv.org
Customer Care Phone: 800.422.5915
Customer Orders Phone: 888.294.9660
Fax: 888.294.6376
Mail: 532 Baltimore Blvd., Suite 409, Westminster, MD 21157-6120

Customer Care Hours
Monday - Thursday: 9am - 6pm EST
Friday: 9am - 3pm EST

Most of our staff are working remotely and are happy to respond to your phone calls and emails. We encourage you to order online for the most efficient processing and delivery of your order.

Shipping and Delivery
Back Orders & Returns
Sales Tax Information
Personal Order Form

Our Guarantee
You can order from SERRV with complete confidence. We guarantee that all handcrafted items are authentic and individually made. As a result, many items will differ slightly in color and/or size. If for any reason you are not completely satisfied with your handcraft purchase, you may return it within 30 days with your receipt for a replacement or full refund. Learn more about Returns.

Payment Methods
We accept MasterCard, Visa, Discover Card, AmEx, PayPal (online only), money orders, and personal checks. We cannot ensure availability of items ordered and put on hold for later ship dates. We apologize for this inconvenience.

If you paid for an order with PayPal and need to submit a return, we are only able process a refund - not an exchange. You would receive a credit for the returned item(s), and need to place a new order if you would like something else.

If you wish to pay by check or money order, you can print out your Shopping Cart and mail it in. Be sure to include any applicable tax or shipping. Make check payable to SERRV.

Opt Out
To stop receiving catalogs, opt out of information sharing, request deletion of your information, or to request we share what information we have about you, please email us at orders@serrv.org or call 800.422.5915.

Please Note: Unless otherwise specified, none of our products are intended for children under 12.



Frequently Asked Questions

How long does it take to receive my order?
We will ship your order within 3-5 business days after receipt if not sooner, and ground and expedited shipping methods are available. Please allow more time for processing during November and December.

Why is the item I want out of stock? Our artisan partners work under conditions that we can hardly imagine. Power outages, lack of raw materials, unreliable transportation, floods, cyclones, and droughts can all cause unexpected delays in the delivery of their handcrafts to us. In addition, the handcrafted nature of our products and fair trade terms means a longer turn-around time for reorders. This means that products you order from SERRV may sometimes be out of stock. View our back order policy.

My catalog doesn't mention how to care for my handcraft. Where can I find that information? Care instructions, fiber content, and ingredients for your handcrafts and foods are located on our website. Just search for your handcraft by name or product number. Still have questions? Please give us a call.

I do not live in the United States. Can I still buy from you?
We ship orders to the United States, U.S. territories and Canada. View the shipping table for personal orders within the United States.

Can I have 10 (or 20, or 50, or 100) catalogs for my event?
Printing and mailing catalogs is very expensive. To make the most effective use of our resources, only the first two catalogs are complimentary. You can order additional catalogs in groups of five for $5 each. Order extra catalogs