FAQ

Click here to see Canadian Sales Tax Charges

FAQ

What communication will I receive after placing my order?

Once you have placed your order you will see an on screen order summary and will receive an acknowledgement of your order via email including your order number. Once your order has been dispatched and shipped, you will receive a 2nd email confirming your shipment.

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What payment methods do you accept?

For Canadian customers, it is possible to pay for your order using Paypal, American Express, Visa and Mastercard. For USA and International customers, it is possible to pay for your order using Paypal, Visa, Mastercard, American Express and Discover card . To give Serpentine Beauty customers the best shopping experience, we plan to expand our payment methods for your convenience.

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Can I cancel my order?

We are unable to cancel any orders once they have been placed. Your order begins processing immediately after you click Place Order. Please refer to our Return and Refund Policy if you no longer require your order. Or contact us at info@serpentinebeauty.com immediately for assistance.

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Sales Tax Charges

Canadian customers will be charged GST or HST based in their province of residence. The tax rate applied depends on your ship-to destination. Please refer to the following table to determine the relevant rate for you. Tax is calculated on the merchandise total of your order, and in some provinces sales tax is payable on shipping and handling charges.

Province of Delivery: GST HST
Alberta: 5%  
British Columbia: 5%  
Manitoba: 5%  
New Brunswick:   13%
Newfoundland & Labrador:   13%
Northwest Territories: 5%  
Nova Scotia:   15%
Nunavut: 5%  
Ontario: 13%  
Prince Edward Island:   14%
Quebec: 14.975%  
Saskatchewan: 5%  
Yukon Territory: 5%  
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Out of Stock Products

We make every effort to maintain our inventory. The most important thing to keep in mind when ordering; is that our stock fluctuates throughout the day with sales demand. Items are constantly being sold and our stock is constantly being replenished. If the item in your shopping cart is identified as "Out of Stock", we will remove the out-of-stock products from your order and ship the remaining Products. We are continually working on replenishing our stock with fresh, brand new merchandises. Your patience is greatly appreciated. Please check www.serpentinebeauty.com frequently for updates.

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I am an international buyer. Will you mark my package as a gift so that I can avoid duty/VAT/import costs in my country?

We are sorry, but we cannot mark your package as a gift since this is unlawful and could jeopardize Serpentine Beauty’s ability to continue exporting products.

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Privacy Policy

Serpentine Beauty Cosmetics is committed to protecting your privacy and maintaining the security of any personal information received from you. We do not sell, rent or exchange your personal information with any third party for any reason.

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Returns and Refunds

What is your return and refund policy?

Due to the nature of our products, we typically cannot accept returns. Please understand that this is a hygiene issue. Valid reasons for a return would be if you received the product and it was defective or you have received the wrong product. In these cases you may return new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error. (You received an incorrect or defective item).

We are committed to offering our valued Customers superior customer service and satisfaction. If you have any problems or concerns, please contact us at info@serpentinebeauty.com and we will see what we can do to accommodate you.

**Please note that we cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 30 days of our notification.**

Refunds will only be made against the original credit/debit card used (excluding duties and shipping fees) for the price of any item that you return.

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Exchanges

Please note that we do not offer exchanges for returned products at this time.

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Shipping

How much does shipping & handling cost?

Shipping is free for all Orders over $65.00 before taxes in Canada and USA. We also offer a flat rate shipping option for all Orders under $65.00 before taxes $9.00 for Canada and USA. International Orders are based on weight and typically cost between $14.00-$16.00 CAD. Also be aware that depending on your country's regulations, International orders may be subject to additional duty fees.

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Shipping Carriers

Shipments are via Canada Post.

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Do you ship internationally?

Yes we do. We are proud to ship to customers in many countries around the world, but we currently do NOT ship to Hong Kong, China, Malaysia or Indonesia. Serious delays are to be expected when shipping to Ukraine, Romania and Russia. Russian customs is backed up and your shipments may take up to 90 days to arrive.

Unfortunately, we have no control over duty (or customs tariffs) and once a package leaves our shop, we can’t guarantee that it will arrive within the post office’s suggested timeline. Please note that Serpentine Beauty Cosmetics is not responsible for any additional Customs fees, duties or taxes that your country may charge.

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Do you deliver to a P.O. BOX?

No, shipments will NOT be delivered to PO Boxes.

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Has my order shipped?

Most orders are processed within 1-3 business day. Orders placed on non-business days (weekends or Canadian federal holidays) will be processed on the next business day. However, once your order has shipped, you should have received an email confirmation of the shipment. You can also go to your Account to check the status of your order.

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How long will it take for me to receive my order?

We do our best to get every order shipped out immediately. Sometimes we can get orders shipped out the same day, but most of the time they will be shipped out within 3 business days.

All orders are shipped “Regular Delivery”. For all Canadian and USA Customers, this option is the least expensive and most common choice of shipment; no tracking number is available for “Regular Delivery”. All shipments in Canada should arrive within 7 business days and all shipments to USA should arrive within 14 business days. However, if it takes longer, please be patient, rural addresses may require extra time to be delivered. If it has been over three weeks, feel free to contact us at info@serpentinebeauty.com.

USA and International Shipments can vary depending on how long Customs holds onto the package for processing. Rural Canadian and USA addresses require one or more additional days to deliver. Delay of delivery could also be an issue of certain country’s restrictions and regulations.

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Are tracking numbers available on shipments?

Tracking numbers are not available on “Regular Delivery” shipments.

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