Shipping Information

 

Update as of Friday, May 29, 2020:

 

The safety and health of our customers, employees, and partners is our top priority.

Due to FedEx delivery network delays this week, we expect our deliveries to take approximately 2 weeks rather than the 3-10 business days we normally expect. 80-90% of orders will be delivered in about 2 weeks, with 5-10% of orders delivered in one week and 5-10% of orders delivered in 3 weeks. Initial FedEx-generated delivery date estimates may be inaccurate.

To track you order, click here and enter your order number and billing zip code.

Many of our custom upholstery items are experiencing a production delay and will deliver in 12-16 weeks of order placement. Many of our made to order dining and outdoor cushions are experiencing a product delay and will deliver in 10-14 weeks of order placement. 

White Glove services are still available and on schedule in most markets. If you are expecting a White Glove delivery and would like to change how you receive your items, we are happy to support you with the below options.

  • Deliver your items in box to the nearest dry location (e.g. garage, front porch, entryway, etc.). With this method, no assembly or packaging removal is provided in an effort to limit contact.

  • Postpone delivery for up to 30 days, free of charge. Our delivery carrier will reschedule on a new date that is convenient for you.

Please communicate your delivery preference at the time of scheduling with our White Glove delivery team. Our Design Shop associates and Customer Care team are also available to assist you. Your local Design Shop contact information can be found here and our Customer Care team can be reached at 866.597.2742.

We are closely monitoring local and regional restrictions to comply with all mandates and will continue to update our customers accordingly, via updates to this page and via email.

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Regional Updates:

Nantucket & Martha's Vineyard, MA: White Glove deliveries will be placed at customer's front door (no assembly or packaging removal to limit contact). 

Southern California: White Glove delivery not available on Saturday, unless absolutely necessary.

Lanai, Hawaii: White Glove delivery not available. (All other Hawaiian Islands remain open).

 

WE CURRENTLY SHIP TO THE UNITED STATES AND CANADA.
FOR ORDERS SHIPPED TO THE CONTIGUOUS 48 US STATES:

FEDEX GROUND DELIVERY

In-stock items that ship via FedEx Ground will arrive within 3-10 business days of order receipt. 

 

WHITE GLOVE DELIVERY

In-stock items that ship via White Glove Delivery will arrive within approximately 2-4 weeks of order receipt. 

Custom upholstery items are made to order and arrive within approximately 6-8 weeks of order receipt. 

Custom cushions arrive within approximately 4-6 weeks of order receipt.

Our White Glove Delivery Partner will contact you within 1-3 weeks of order receipt to schedule your in-home delivery. This service includes bringing the item into your room of choice, unpacking and assembling as required, and removing all packaging materials. 

Headboards will be unpacked but not attached to existing bed frames. 

We ask that you inspect your delivery upon its arrival and provide a signature upon receipt. If you have any questions about how your White Glove Delivery item will be shipped and delivered, please call our Customer Care team at 866.597.2742 or email us at customercare@serenaandlily.com.

 

2nd DAY RUSH DELIVERY (48 CONTIGUOUS US STATES)

By choosing 2nd Day service at checkout, in-stock items in your order will be expedited.

2nd Day orders will arrive within 2 business days if placed by 11am PT Monday through Friday. 2nd Day orders placed after 11am PT will ship the following business day and take 2 business days to deliver. Shipping operations and deliveries occur Monday through Friday.

Rush service is not available for oversized items, backordered items, custom upholstery, or custom cushions and is not available for shipments to Canada, Hawaii, Alaska, PO Boxes or AFO/FPO addresses. Business days do not include holidays. We are not responsible for, and are excused from performing due to events outside of our control, including but not limited to weather-related delays, work stoppages or delays, or other unexpected circumstances.

DELIVERY AND PROCESSING CHARGES (48 CONTIGUOUS US STATES)

Effective July 31, 2019

Sales Order Total FedEx Delivery Fee 2nd Day (Rush) Delivery Fee
$0.00 thru $6.00 $0.00 $25.00
$6.01 thru $50.00 $10.00 $30.00
$50.01 thru $100.00 $15.00 $35.00
$100.01 thru $150.00 $19.00 $45.00
$150.01 thru $200.00 $25.00 $50.00
$200.01 thru $300.00 $35.00 $55.00
$300.01 thru $400.00 $39.00 $65.00
$400.01 thru $500.00 $49.00 $75.00
$500.01 thru $750.00 $69.00 $95.00
$750.01 thru $1000.00 $89.00 $110.00
$1000.01 thru $1500.00 $119.00 $160.00
$1500.01 thru $2000.00 $149.00 $220.00
$2000.01 thru $4000.00 $229.00 $330.00
$4000.01 and over 6% 10%

Notes: Delivery and processing charges are applied for each delivery address on an order.

SHIPPING TO ALASKA & HAWAII

 

FedEx orders to Alaska and Hawaii arrive in approximately 10-14 business days.

Expedited delivery is not available to areas outside the contiguous 48 states.

Alaska/Hawaii FedEx Shipping Table:

Effective August, 30 2019

Sales Order Total FedEx Delivery Fee 2nd Day (Rush) Delivery Fee
$0.00 thru $6.00 $15.00 Not available
$6.01 thru $50.00 $25.00 Not available
$50.01 thru $100.00 $30.00 Not available
$100.01 thru $150.00 $35.00 Not available
$150.01 thru $200.00 $39.00 Not available
$200.01 thru $300.00 $49.00 Not available
$300.01 thru $400.00 $59.00 Not available
$400.01 thru $500.00 $69.00 Not available
$500.01 thru $750.00 $89.00 Not available
$750.01 thru $1000.00 $119.00 Not available
$1000.01 thru $1500.00 $149.00 Not available
$1500.01 thru $2000.00 $229.00 Not available
$2000.01 thru $4000.00 $299.00 Not available
$4000.01 and over 8% Not available

Alaska/Hawaii White Glove Delivery Table:

Sales Order Total White Glove Delivery Fee 2nd Day (Rush) Delivery Fee
$0.00 thru $1000.00 $749.00 Not available
$1000.01 thru $2000.00 $999.00 Not available
$2000.01 thru $4000.00 $1199.00 Not available
$4000.01 thru $10000.00 $1499.00 Not available
$10000.01 and over $1999.00 Not available

Note: Delivery and processing charges are applied for each delivery address on an order.

BEDDING 

All bedding purchases include free domestic ground shipping and free return shipping within 60 days of purchase as part of our “Sleep On It” promise. To request a return shipping label, email us at customercare@serenaandlily.com or call us at 866.597.2742. Not applicable to international orders.

SWATCHES

Fabric swatches and wallpaper swatches ship via USPS First Class and usually arrive within 3-7 business days of order receipt. Expedited orders ship via FedEx 2-Day.

Rug swatches and furniture swatches ship via FedEx Ground and arrive within 3-10 business days of order receipt. Expedited orders ship via FedEx 2-Day.

GIFT CERTIFICATES

Paper gift certificates ship free of charge unless 2nd Day shipping is requested in checkout. There is a $5 charge for 2nd Day service and a $10 charge for Next Day. Digital gift certificates are also available for delivery via email free of charge.

BACKORDERED ITEMS

We strive to maintain inventory on all products. However, if an item is on backorder, you will see a backorder message with an expected ship date on the product page and in your shopping cart. 

Occasionally, if we have had unexpectedly high demand for an item, we may sell out before the backorder message displays. If this is the case, you will be notified via email as to the status of that particular item after your purchase.

If you have any questions about backordered items, please call our Customer Care team at 866.597.2742 or email us at customercare@serenaandlily.com.

PO BOXES & APO BOXES

We do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address.

INTERNATIONAL ORDERS

We only ship to the 50 US states and Canada at this time.

CANADA ORDERS

All of our items ship from within the United States. Prices are shown in US dollars. Expedited shipping is not available to Canada.

Small packages will ship to Canada via FedEx International (Canada Ground) and are subject to a 15% shipping and handling fee. Please note that brokerage fees, import taxes and/or duties may be assessed by the shipping carrier and are the responsibility of the customer. Please allow 10-14 days for delivery.

Large packages will ship to Canada via White Glove Delivery (Canada Premium Service) and are subject to a 15% shipping and handling fee, plus an additional 20% brokerage fee, import taxes and/or duties. The carrier will not collect any additional fees. Please allow 4-6 weeks for standard items and 8-10 weeks for custom upholstery items.

DAMAGED PRODUCT

Damages to the merchandise while in transit or defects in manufacturing are rare, but occasionally do occur. In the event that your custom furniture arrives with any sort of damage or defect, we’ll make it right. We ask that you fully inspect your furniture at the time of delivery and note any imperfections at that time of receipt, so that it can be recorded in your furniture delivery documents.

If you refuse your furniture delivery due to damage or manufacturing defect, the furniture will be brought back to the local delivery terminal. We will then review and evaluate the condition of the piece, so that we can determine how to resolve the issue to your satisfaction. We ask that you please call our Customer Care team at 866.597.2742, or email us at customercare@serenaandlily.com, if there are any issues at all with your furniture delivery. We’ll assist you promptly.

PAYMENT

We do not charge your credit card until your order has shipped.

PRICING POLICY

All prices in our catalogs, online, and in Design Shops are in US dollars and are subject to sales tax in accordance with state and local laws. Availability, prices and delivery rates are subject to change. There may be errors in the prices, descriptions or images of certain merchandise, and we must reserve the right to restrict orders of those items. Serena & Lily has made every effort to ensure accurate information is presented in our catalog, in our Design Shops, and on our website; omissions and errors are subject to correction.

RETURNS & CANCELLATIONS

For more information on our return and cancellation policies, please visit our Returns and Cancellations page.

QUESTIONS

If you have additional questions about shipping and delivery or how shipping and handling fees are calculated on your order, visit our Frequently Asked Questions page or contact our Customer Care team at customercare@serenaandlily.com or call us at 866.597.2742. 

We are available to assist you Monday through Friday from 7 am to 5:30 pm (PT), and Saturday through Sunday from 8 am to 4 pm (PT).