FAQ
What types of payment do you accept?
We accept Visa, Mastercard, American Express, and Discover credit cards, as well as other types of credit and debit cards. For an express checkout experience, you can use Shop Pay, Google Pay (a service from Shopify), and Facebook/Meta Pay. Qualifying orders can also use Shop Pay Installments to pay in 4 easy and interest free payments as a long as you have been approved by Shop Pay Installments.
Is your product in stock?
Yes! If an item is listed as in stock, it is ready to ship unless it is a pre-order. In the rare instance we have an inventory error and the item you ordered isn't available, we will email you and let you choose between an exchange or refund. No surprises!
Can I return or exchange my item?
We accept returns free of charge on our dyed textiles and wax melts as long as the items are unopened and in their original condition. We cannot accept returns on soap and crochet items for hygienic reasons. Please see our Return Policy for more information.
What is shipping going to cost?
Customers pay actual shipping rates unless we have a free shipping promotion. Shipping rates are calculated based on the size and weight of the package, as well as your location. Local customers can pick up their orders at any of our in-person events. You will have several shipping options at checkout through USPS and UPS.
Can I track my order?
Yes! You'll receive an email when you order ships with tracking information. We also encourage you to download the Shop App to make tracking your order easier.
When will my order ship and arrive?
We will try to get your order out as soon as possible, but please allow 3-5 business days for order processing. Depending on the shipping method you chose and your location, shipping can take 2-10 business days. For more information on shipping, click HERE.
Can I change my address on an order I just placed?
Yes, as long as the order hasn't shipped yet. Please email Kate and kate@theserpentry.com for assistance.
Can I cancel my order?
As long as your item hasn't shipped, it can be canceled. Once the item has left our facility it cannot be canceled. Please email us at kate@theserpentry.com for assistance.
What if I need help with another question?
Contact us HERE or email kate@theserpentry.com. We will be happy to answer all of your questions.
Looking for Information on ordering snakes? See our How to Purchase page.
