Shipping Policy
1. Shipping Destinations
Serauca Lenova ships eligible indoor furniture orders to destinations throughout the United States, subject to product availability and carrier service coverage.
Some remote or special destinations may have limited delivery options. We cannot guarantee delivery to every P.O. box, military address, U.S. territory, or remote location.
Please provide a complete and accurate shipping address at checkout. If you are unsure whether your address is eligible for delivery, contact us at service@seraucalenova.com before placing your order.
2. Shipping Fees
Our standard shipping fees are based on the eligible merchandise subtotal:
| Eligible Order Value | Standard Shipping Fee |
|---|---|
| Below €99.99 | €9.99 |
| €99.99 or more | Free |
The applicable shipping fee will be displayed at checkout before you complete your purchase. These rates apply to standard shipping only. Any additional shipping service or charge will be disclosed before purchase where applicable.
If checkout displays a currency different from euros, the amount shown at checkout determines the amount charged for your order.
3. Order Processing Time
Our standard order processing time is 1–3 business days, excluding weekends and applicable holidays.
Our daily order cutoff time is 6:00 PM:
- Orders placed before 6:00 PM on a business day generally begin processing that day.
- Orders placed after 6:00 PM, on weekends, or on holidays generally begin processing on the next business day.
Processing time is separate from shipping transit time. Processing may take longer if order verification, product availability, or operational issues arise.
4. Shipping Methods and Delivery Estimates
We use DHL and UPS® for eligible shipments. The carrier selected depends on the destination, product dimensions, and available shipping arrangements.
- Order processing: 1–3 business days
- Estimated transit time: 5–8 business days after dispatch
- Estimated total delivery time: 6–11 business days
These timeframes are estimates, not guaranteed delivery dates. Actual delivery may be affected by carrier schedules, severe weather, holidays, customs procedures where applicable, remote locations, or other transportation disruptions.
5. Taxes and Customs
Applicable taxes are handled according to the pricing and fulfillment arrangements for your order. We use logistics providers to handle relevant customs procedures for applicable shipments.
For shipments covered by these arrangements, taxes or customs clearance charges already included in the applicable price or shipping arrangements should not be charged again at delivery.
The treatment of duties, taxes, and other charges may vary depending on the destination and shipment. Any additional charge applicable to your order should be clarified through checkout or the relevant shipping arrangements.
If a carrier requests an unexpected payment, please contact service@seraucalenova.com before paying, where reasonably possible, so we can help review the request.
6. Order Tracking
Tracking information may be provided by email or in your shipping confirmation after dispatch, where available.
Tracking updates may take time to appear after the carrier receives the shipment. If your tracking number is unavailable or has not updated for an extended period, contact us with your order number and tracking information, if available.
We will review the available information and contact the carrier where appropriate.
7. Delayed, Lost, or Missing Shipments
If your order has not arrived within the estimated delivery period, please contact us at service@seraucalenova.com or +81 3-6824-7199.
Please provide your order number, tracking number if available, and a description of the issue. We will review the available tracking information and work with the carrier where appropriate.
If tracking shows that your package was delivered but you have not received it, please check the designated delivery location and with other household members or building management, where applicable. We will assess the available information and determine appropriate next steps based on the circumstances and applicable law.
A tracking status marked “delivered” does not automatically eliminate any rights or remedies available to you under applicable law.
8. Damaged Items
If your furniture arrives damaged, please contact service@seraucalenova.com as soon as reasonably possible.
Please provide:
- Your order number.
- A description of the damage.
- Clear photos of the damaged item.
- Photos of the packaging and shipping label, if available.
Please retain the item and packaging until we provide instructions, where reasonably possible.
We will review the information and determine an appropriate resolution under our Returns & Refunds Policy and applicable law. Depending on the circumstances, this may include a refund, a replacement, or another applicable remedy.
Where a return is necessary because an item arrived damaged, we will handle return shipping costs in accordance with our policy and applicable law. Please contact us before arranging a return or disposing of substantially damaged furniture, where reasonably possible.
9. Shipping Address Changes
If you need to correct your shipping address, contact service@seraucalenova.com as soon as possible and include your order number and updated address.
Address changes depend on the order's processing stage and the carrier's restrictions. We cannot guarantee changes after an order has entered fulfillment or been dispatched.
If an address error causes a delivery problem, we will review the available options. Any additional charge will be disclosed before it is incurred where applicable and will be subject to applicable law.
10. Order Cancellations
Before shipment: You may request cancellation by emailing service@seraucalenova.com with your order number. If cancellation is accepted, we will initiate a refund of the amount paid for the canceled order, including associated shipping charges.
After shipment: Orders generally cannot be canceled directly once dispatched. Please contact us to discuss any available carrier options. After delivery, you may request a return or refund under our Returns & Refunds Policy or exercise any applicable statutory rights.
Refunds will be initiated in accordance with our applicable policy and legal obligations. The time required for funds to appear in your account depends on your payment provider or financial institution.
11. Delivery Responsibility
Please ensure your shipping details are accurate and complete. If a delivery issue occurs, we will review the circumstances and available carrier options to determine appropriate next steps.
We do not exclude responsibility for delivery issues merely because an order has been handed over to a carrier. All shipping problems will be handled in accordance with the relevant facts, our policies, and applicable law.
Nothing in this Shipping Policy excludes or limits consumer rights or legal responsibilities that cannot lawfully be excluded or limited.
12. Contact Us
For questions about shipping, tracking, delivery delays, or address changes, please contact us:
Business Name: Serauca Lenova
Website: https://seraucalenova.com
Email: service@seraucalenova.com
Phone: +81 3-6824-7199
Mailing Address: 1-2-19-202, Nishi-sugamo, Toshima Ward, Tokyo 170-0001, Japan
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM
Our mailing address is for correspondence and is not represented as a U.S. warehouse or return facility.
We appreciate your order and will make reasonable efforts to provide transparent shipping information and assist with delivery issues in accordance with our policies and applicable law.