🔥SAVE 15% ON OUR 12 DAYS OF CHRISTMAS COLLECTION 🎁

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Shipping, Returns, Payment

Shipping:

Please allow 5-7 business days for us to process and ship your order.  We try our best to get everything out ASAPand typically ship out within 3 days, but we are a small shop and sometimes it gets VERY BUSY in here.  Your patience is always appreciated!

We don't ship out on weekends.  Please, give some fellas a rest.

We can ship to most addresses in the world! We have an option before checking out where you can input your address and country codes to see the shipping cost. Please contact us if you are having an issue.  Our packages ship out via UPS or USPS.  You can select your best option when checking out.  We recommend UPS over USPS for the most reliable service.  

 

Local Pickup:

Please note, we are not a brick and mortar store so we are not set up for browsing. Our Austin office is our operations, design, warehouse & shipping headquarters. If there are specific items you wish to look at before purchasing we may have samples for you to look at. Again, please email or call the office if you wish to come by.

We are open Monday-Friday 10am-3pm.  Give us a heads up at  hello@sertodo.com when you’d like to stop by so we can make sure someone is here to greet you.  

 

Expedited Shipping:

We do offer EXPEDITED services.  The fastest is 2-day delivery with UPS.  Our website has an estimated shipping calculator.  The service desired can be selected at checkout.  

Expedited orders placed before 10am Central standard time will make it out that day.  Otherwise, it will ship the following business day.  UPS does not deliver to PO Boxes!

Please feel free to reach out with any questions!

 

What's your return policy?

We fully guarantee our products from any defects in workmanship for life. We will gladly replace or refund any defective items free of chargeWe strive to maintain a very high standard of quality.  We very much appreciate customers reaching out to us with concerns regarding defects as this gives us the opportunity to improve our quality control.  

Please be sure to send us pictures and a description (see below) of the defect athello@sertodo.com.  We will send you a replacement item along with a return tag so that we can review it in our shop and improve our processes to avoid making the same mistake twice. ***These items are made by hand and not a widget machine.  Variations and slight imperfections that do not impair the function or overall beauty of the product do occur.***

We accept returns for unused products within 30 days of receiving the product.  Please return the product in its original packaging. ***Be sure to package the item carefully to avoid damage in shipping!***    

We reserve the right to review returned items to evaluate the condition and costs associated with processing the item (shipping, cleaning, repackaging, etc.) This range is typically 10%-25%. If an item has been used, this cost can be higher depending on if the item is resellable and the amount of work required to bring the item back into a sellable condition.  

We are very pleased to offer store credit for returned items.  We can also refund your purchase.  Please allow up to four weeks for refunds to appear in your account.  This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 business days), and the time it takes your bank to process our refund request (5 to 10 business days).  

Holiday Return Policy: Purchases made between November 1 and December 25 may be returned through January 31.  All other terms and conditions of our Return Policy remain in effect. All purchases made after December 25 are subject to the Standard Return Policy.

 

What if I received an order with damaged items, missing items, or my package is missing?

Damaged items:

If you’ve dented or damaged your item through use or dropping it, we can help fix that!  Just send us an email,hello@sertodo.com, and we’ll get you sorted.

If you have received an item damaged in shipping notify us immediately,hello@sertodo.com, so we can process a claim.  To resolve this issue and send a replacement ASAP, we will need:

  1. Images of the damaged item.
  2. Images of the damaged item in the box similar to how you received it.
  3. Image of the top and two sides of the box, and an image of the bottom and two opposite sides of the box.
  4. Images of the box label.  

We are unable to assist or make a claim for damaged items without these photos.

Missing items from your shipment:

First, please double-check your box.  We use recycled paper as sustainable packing material, and sometimes things get caught up or hidden in there.  If you don’t find it, just reach out to us athello@sertodo.com, within ten days of receiving your order, and we will be sure to send out the missing item ASAP!

Missing Packages:

If you have received a delivery confirmation email and no package, please contact us ASAP,hello@sertodo.com, to investigate and notify the delivery company.    We are unable to assist after 15 days from when a package is marked as delivered.


I purchased your products at an authorized retailer*, can I return them to you?

*If you placed your order for our products through AMAZON, please follow Amazon’s returns processes*

Our guarantee of workmanship applies to any new products you have purchased from any of our authorized retailers.  We are happy to replace these items free of charge.  Please see the policy above for how to proceed.  If you would like a refund for your purchase, you will need to speak to your retailer to process a refund.  We will coordinate with them to make sure that you are properly taken care of.  

Other than workmanship guarantees, we can not process returns or refunds for other retailers.  However, please feel free to contact us with any questions and we will assist you as best we can.  

If the products were not purchased directly through Sertodo Copper, we are not able to return the purchase price.  Financial returns must be processed through the business where the purchase was made. However, if you have specific questions please email us athello@sertodo.com and we’ll assist you.

We greatly appreciate your patience and understanding while we work to best resolve your issue.

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