It is always our intent to process and ship out orders as quickly as possible. Please see below for some commonly asked questions relating to shipping.
Where will you ship?
The information here is primarily for Ground Shipping to the 48 Contiguous United States and Canada. We also can ship most items to AK and HI. Under each product, it will state if this is an option, if you do not see it as an option, please call us for a quote. We do have the ability to ship some items internationally so please call to inquire.
When it says "Free Shipping in the Contiguous US" what does this mean?
This means the shipping is free in the Contiguous US 48 states. This does not include AK or HI.
How long will it take to get to me once it has shipped?
If you are in the 48 Continental United States or Canada, your item will typically take 3-7 business days via UPS or FedEx as well as Common Carrier items. Alaska and Hawaii can take a little longer, 4-10 business days is common. Please do not count weekends. UPS will not deliver on Saturday, however FedEx does in some residential areas if shipping ground. If your item is shipped from our WI warehouse (all quick ship, ships same day items) this map will help you see how many business days your order will take to get to you once it is shipped.
Do you offer expedited shipping?
On each product order page on our site, there is a Shipping Information area that explains the shipping information of that product. In many cases, especially with our many hand crafted water fountains, there is a specified production time before the item is shipped out. If you order Expedited Delivery, that production time still applies before the item ships out. You will see the expedited shipping options under each product if expedited shipping is available. You must select it here for your order to be processed with expedited shipping. Also, don't count weekends in your overnight, 2 or 3 day expedited delivery. For example, if you order an item that ships out same day if your order is in by 11AM on a Friday morning and select overnight delivery you will not receive the item until Monday. UPS does not delivery on Saturdays.
Will I incur any additional fees shipping to Canada?
Yes, typically you will be charged a brokerage charge for shipping to Canada. We are not responsible for any brokerage charges on any packages shipping to Canada. Those charges come from a combination of Canadian Customs and the shipping companies, like UPS and FedEx. We cannot control these costs as they are not charges that SerenityHealth charges.
We only charge the regular Shipping & Handling charge. On top of that, generally, the higher the value of the item, the higher the brokerage charge, and we have no way of knowing how much those brokerage charges are. So, if your package is shipping to Canada, you may want to consider this before you place your order.
With larger fountains that ship LTL (common carrier), a broker may be needed. We will contact you to get your broker information at the time of your order. If you don't have a broker and we have to assign one, there may be additional charges (Approximately $100 or less). We will notify you of these charges before shipping your item if you don't provide us with broker information. Again, this is only for some large items that ship via Common Carrier.
What shipping method will be used?
We use UPS and FedEx or USPS for delivery of most products. The exception is the larger water fountains over 150 lbs or volume orders. These may ship Common Carrier.
Where will my product ship from?
We are located in Wisconsin. Some of our products are shipped from our own warehouse here, and some are shipped from our associated warehouses in California, Oregon, Texas, North Carolina, Pennsylvania, New York, and Louisiana.
When will my order be processed?
Generally, your order will be processed the next business day from the day you placed it. We will process any orders that come in on a business day before 2:00PM CST the same business day. Any orders that come into us on Saturday, Sunday or a legal holiday will be processed the next business day. Also, with UPS, the FIRST business day is always the day AFTER we ship your order. For example, if we ship your order to UPS on a Monday to UPS the first business day is Tuesday. Again, this is after the processing time on our website if one applies.
Will I receive a tracking number for my order?
Most of our items ship out of our warehouse here in WI so when we ship we will use your email address in the shipping software to generate an automated email to you. If you don't see one be sure to check your junk or spam folders.
If your order has a longer production time we will send you tracking once it leaves the warehouse. If you don't receive a tracking number and it is past the production time of your order please request your tracking number by emailing us via the contact us form. Include your invoice # and name in your email. We will not be able to provide a tracking number until the item has actually shipped so if there is a processing time for your item, a tracking number will not be available until the order it ready and shipped.
What if my product is damaged in transit?
Shipping damage rarely occurs but if you do see damage of your product you must report it right away, within 24-48 hours of receiving your item.
Larger items shipped via Common Carrier should be opened in front of the driver and inspect all items. Note any damage on the delivery receipt and refuse shipment. If the driver has departed, you MUST report damage to Serenity Health at 1-888-881-4668 within 48 hours (Monday-Friday). After 48 hours, you will be responsible to file a claim with the carrier. If you can not open the package in front of the driver take pictures of the box or packaging before opening it. All damage must be documented or photos taken of packaging to get any type of shipping claim. Items shipped via UPS, FedEx or USPS: Open as soon as possible upon receipt. Any damage should be reported to Serenity Health at 1-888-881-4668 within 24-48 hours.