Shipping policy

 

Free Shipping

Specific Vendors offer free shipping over a certain amount. Please email or call us for larger order free shipping questions. In some instances free shipping will automatically be applied during checkout.

Free Shipping only applies to domestic US (lower 48 states -- sorry, Alaska & Hawaii) shipments.

Shipping Rates

Shipping rates are calculated during checkout based on the weight, dimensions, and destination of the ordered items. We do our best to calculate the exact cost.

Updated 5/1/2023:

Please note that due to the higher shipping costs and larger dimensions of some of our products, our shipping calculator may not always provide an accurate shipping estimate. In these cases, we will reach out to you with an updated shipping quote after you place your order. If you have any questions about shipping costs, please don't hesitate to contact us before placing your order. We apologize for any inconvenience and appreciate your understanding.

Seres reserves the right to notify you of any additional shipping charges. We partner with multiple vendors and locations, which can alter shipping rates. In addition, there are conditions out of our control (rural areas, fuel surcharge, multiple shipments). If this occurs, you will be contacted immediately and have the right to modify or cancel your order for a full refund. 

Address Change / Order Cancellation

If you need to change the shipping address, please get in touch with us at support@seresag.com or call 1-877-237-3754. 

Once the order is shipped, we will do our best to perform an address intercept. You will be charged an Intercept Fee imposed by the shipping carrier. This fee varies from each carrier. Please note not all shipping carriers will accept address intercept changes.

If an order is canceled in transit, you are solely responsible for all shipping charges incurred by the Shipping Carrier.

Shipping charges will not be refunded.

Tracking

Once an order has been shipped, we will send an email and text message on file with the tracking number. If your order is fulfilled from multiple vendors or locations, you will receive shipment confirmations with tracking for each shipment. 

In addition, you can check the status of your order through the order confirmation email or within your profile page under Track Order.

Freight (LTL)

Scheduled appointments deliver freight shipments. You are responsible for inspecting for damage incurred in transit and signing before the driver leaves. DO NOT accept the shipment if there is any damage. If your freight shipment arrives damaged, contact us immediately.

Once delivered, we cannot reimburse paid freight charges or refund products.

Some restrictions may apply; Hawaii and Alaska do not qualify for free shipping offers.

Damaged Shipments

Although rare, items can occasionally be damaged in transit. It is critical that you inspect all packages thoroughly before signing for or accepting delivery—especially for Freight (LTL) shipments.

If any item appears damaged or is missing:

• Do not sign for or accept the delivery without documenting the issue with the driver.

• Contact Seres AG immediately so we can assist with the claims process.

• You must report all damage or missing items within 72 hours of delivery. Claims made after this window may not be eligible for a refund or replacement.

IMPORTANT:
By signing for or accepting a delivery without first inspecting the contents, you are acknowledging that the order arrived in acceptable condition. In doing so:

• You accept full responsibility for any damage discovered afterward.

• You will be responsible for coordinating and covering the costs of returning the item(s) to the manufacturer.

• Seres AG will not be held liable for any damage, loss, or additional expenses resulting from failure to follow these steps.

Most shipping carriers (e.g., UPS, FedEx, USPS) assume responsibility for items damaged during transit, but only if the damage is properly reported and documented at the time of delivery.

Lead Times

Please note that there is up to a 7-day processing period for orders containing Hawthorne products.

Signature

Due to the valuable contents of many products we sell,  the carrier may need a signature upon delivery. Please understand that this is a measure our company took to ensure safe delivery and fraud protection.

Third-Party Carriers will attempt to deliver a signature-required order three times. 

Please follow up with the carrier for assistance if a missed-delivery note is received.

If assistance is needed, please get in touch with us, so we can help contact the carrier. 

Shipping costs will not be refunded for missed shipments.

For more information, please read our Terms of Service.