How do I edit my order information?
We are unable to edit or cancel orders once they are placed. If you ordered an item on pre-order, contact us at email@example.com if you need to cancel the item before the estimated ship date.
When will my order be shipped?
All orders that are confirmed before 12PM (EST) Monday - Friday, excluding holidays, will be shipped that day. All orders, including by UPS Next Day Air®, and UPS 2nd Day Air® placed after 12PM (EST) Monday - Friday will ship the following business day. All orders placed on Saturday and Sunday will be processed on Monday. We do not ship on the weekend or holidays.
When will my order be delivered?
For Domestic Orders - Your location and the UPS shipping method you choose will determine when your order will be delivered. We offer the following UPS shipping methods: UPS Ground Shipping, UPS Next Day Air Early®, UPS Next Day Air®, and UPS 2nd Day Air®. Please reference the UPS shipping calculator here to best determine when your package will arrive after your order dispatches from our NJ warehouse. Once the order leaves our warehouse, Retrofete is not responsible for nor does it have any control over any delays in your order.
For International Orders - We ship international orders with DHL Express. Typically once an international order leaves our warehouse it will arrive to you within 7-10 business days depending on your location. Once the order leaves our warehouse, Retrofete is not responsible for nor does it have any control over any delayes in your order by the shipper.
Why is my order delayed?
We do our best to ensure that orders arrive at the time you expect them to. When selecting any express shipping method, please bear in mind that the carriers are only able to provide an estimated delivery date. On rare occasions, packages can arrive outside the estimated delivery date. Retrofete is not responsible nor has control over these situations.
Do you ship internationally?
SER.O.YA is pleased to offer shipping worldwide.
International orders are subject to duties and taxes determined by the country to which they are shipped and will be listed at checkout.
All international orders are FINAL SALE and cannot be returned or exchanged.
How do I know my order was confirmed?
Shortly after checkout you will receive a confirmation email with all details regarding your order such as items purchased, shipping address provided, and an order number.
How do I edit my shipping method?
Unfortunately we are unable to edit the shipping method on an order once it is placed. We recommend placing a new order with the updated shipping method and returning the original order once it arrives.
What should I do if my package is lost?
If your order is protected by Route, open a claim here.
If you did not checkout with Route, we are not responsible for lost or stolen packages.
Please reach out to us at firstname.lastname@example.org with any additional questions.
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