Shipping policy

Our products are shipped directly from our domestic or international warehouses to the address provided at the time of purchase. We offer free shipping options with an estimated delivery time of 3 to 7 business days.

Delivery Timeframes:

- Order Processing Time: 0-1 business day (Monday to Friday)
- Transit Time: 3-6 business days (Monday to Friday)
- Total Estimated Delivery Time: 3-7 business days

You will receive a tracking number as soon as the preparation and processing phase is completed, allowing you to track your delivery at any time.

Note: In exceptional circumstances, such as postal strikes, customs delays, or peak periods (like holidays), delivery times may be extended. These factors are beyond our control. Seriatu guarantees delivery or offers a full refund for lost or undelivered orders, in accordance with our delivery guarantee policy.

Free Shipping Coverage

We currently offer free shipping to the following regions:
- Brazil: All states
- Americas: United States, Canada, Mexico, and most South American countries
- Europe: EU countries, UK, and Switzerland
- Asia-Pacific: Australia, New Zealand, Japan, South Korea, and select Asian countries
- Other regions: other countries free shipping is offered

All packages are shipped with full tracking and monitored until final delivery. If multiple items are purchased, they may be shipped separately depending on the supplier and customs clearance time (for international shipments).

Customs, Duties, and Import Taxes

While most of our packages (approximately 95%) arrive without additional fees, customs authorities in your country may apply import duties, taxes, or fees to your order. These charges vary by country and are typically determined by:
- The declared value of the goods
- The product category
- Your country's import regulations

Our Commitment: Seriatu covers any additional customs costs.

Order Tracking and Delivery Insurance

All shipments include tracking codes, which are sent via email after package dispatch. Seriatu provides instructions for tracking your order using international or domestic postal services.

Delivery Guarantee:
- If your order is not delivered within 60 business days, you are entitled to a full refund

You can request a refund by contacting our customer service team.

General Shipping Conditions

Correct Order Address
It is the customer's responsibility to provide a correct and complete delivery address. If the address provided is incorrect, Seriatu will attempt to resolve the issue by contacting the customer.

Recipient Unavailable at Delivery
Please ensure someone is available to receive your package. After three unsuccessful delivery attempts, the package may be redirected to a local depot or distribution center.

Incorrect or Incomplete Address
Orders with incorrect or incomplete addresses may be returned to sender, and a new order will be necessary if delivery fails.

Shipping Protection and Customs Handling
We guarantee that customers will not be penalized for delays beyond the guaranteed delivery timeframe. In case of customs issues or lost packages, we commit to resolving the problem or providing compensation.

Seriatu proactively manages international logistics to ensure compliance with import laws in destination countries. We handle all necessary documentation for smooth customs clearance.

Frequently Asked Questions

Can I trust that I will receive my order?
Yes. Seriatu has a qualified team with years of e-commerce experience. We guarantee clear information, transparency, and a strong commitment to successful delivery.

Can I track my order?
Yes. After the item leaves our distribution center, you will receive a tracking code via email. You can track the item through our website or tracking platforms.

I changed my address after placing the order. What should I do?
If your order is still in the preparation phase, we can try to change the address. After shipping, address changes are not possible. If delivery fails due to an address change, you will need to place a new order.

My tracking shows "not found in postal network". What does this mean?
This indicates the package has not yet been scanned into the carrier's system. Once scanned, tracking will update and delivery will proceed normally.

Can I change my delivery address after placing an order?
Yes, but only during the order processing phase. After shipping, redirection is not possible.

How long does delivery take?
3-7 business days

I received only part of my order. What happened?
Some orders may be shipped from different suppliers and arrive in separate packages. Each item will have a separate tracking code. Delivery of all items is guaranteed.

Do you ship to my country?
We ship to most countries worldwide. If you're unsure whether we ship to your location, please contact our customer service team before ordering.

Contact Information

Phone: +55 44 99956-1909
Email: sac@seriatu.com
Address: Rod. José Carlos Daux, 5500, Room 211, Saco Grande, Florianópolis, Santa Catarina, 88032-005, Brazil  
Business Hours: 9:00 AM – 6:00 PM (Monday to Friday)  
Company Registration: CNPJ: 46.084.928/0001-00 | NME NEGÓCIOS DIGITAIS LTDA