UPDATES & QUESTIONS
UPDATE AS OF TUESDAY, JULY 12, 2022:
FLAT RATE DELIVERY (48 CONTIGUOUS US STATES)
We are excited to offer Flat Rate Delivery on applicable products for each order shipping to one address. An unlimited number of eligible items can be delivered for a single flat rate based on delivery method, see rates below.
- Fedex Standard Delivery: $19
- Fedex Expedited Delivery: $49
- Fedex Oversized Delivery: $99
- Doorstep Delivery: $99
- Room of Choice Delivery: $99
- White Glove Delivery: $299
NOTES:
Actual shipping costs paid by Serena & Lily will vary and may include handling and packaging costs that we incur beyond the price charged by Fedex or our other delivery partners.
Some items that deliver via Room of Choice or Doorstep Delivery may be eligible for a complimentary upgrade to White Glove Delivery. If items qualify, upgraded shipping will be applied automatically, at no cost, and will be automatically included in the unlimited white glove delivery flat rate charge.
Delivery and processing charges are applied for each delivery address on an order. Items that arrive via White Glove, Room of Choice, Doorstep, or FedEx Oversized Delivery are not eligible for FedEx Expedited Delivery.
Orders with remote delivery addresses (excluding Hawaii) are subject to an additional delivery fee. These locations include but are not limited to: Nantucket, Martha’s Vineyard, Block, Fischer, and Marco Islands.
International orders to Canada are subject to different shipping and handling fees. For more information, click here.
DELIVERY UPDATES:
All delivery dates quoted on the product page and in checkout are estimates. Actual date will depend on destination and could be before or after the date quoted. For most accurate delivery expectations, please track your order here and enter your order number and billing zip code.
FedEx Standard Delivery items are expected to arrive within 7 – 10 days of order receipt.
White Glove, Room of Choice, and Doorstep Delivery items are expected to arrive within 3 – 4 weeks of order receipt, inclusive of up to 2 weeks of processing time to ship from our facility.
Custom upholstery items are made to order and arrive within approximately 14 – 16 weeks of order receipt via White Glove.
For delivery locations that require ferry transit, please allow for a lead time of 6 – 8 weeks due to the difficulty of securing ferry reservations.
If you are expecting a White Glove delivery and would like to change how you receive your items, we are happy to support you. We can 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. Please communicate your delivery preference with our Customer Care team or White Glove delivery team at the time of scheduling.
Our providers are happy to work with you to schedule a date and time that is most convenient for your delivery. We expect your delivery to occur within 30 days of our first scheduling call to avoid storage fees. Storage fees will be $5 per item per day.
DELIVERY METHODS
FEDEX STANDARD DELIVERY
In-stock items that ship via Fedex Standard Delivery arrive within 7 – 10 days of order receipt. With Fedex Standard Delivery, an unlimited number of eligible items can be delivered for a single flat rate of $19. We do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address.
FEDEX EXPEDITED DELIVERY
Need it quickly? Choose FedEx Expedited shipping during checkout to have your order delivered in 2 – 3 business days after payment for a flat rate charge of $49. Place your order before 11AM EST Monday – Friday (excluding holidays) and we’ll begin processing the same day. If you place it after 11AM EST or on a weekend, we’ll begin processing the next business day. Please note, shipping and delivery delays may occur when ordering on or around Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, and New Year’s Day. Carrier delays may occur.FedEx Expedited Delivery Timelines:
| Orders placed before 11AM EST on: | Arrive on: | Orders placed after 11AM EST on: | Arrive on: |
|---|---|---|---|
| Monday | Wednesday | Monday | Thursday |
| Tuesday | Thursday | Tuesday | Friday |
| Wednesday | Friday | Wednesday | Monday |
| Thursday | Monday | Thursday | Tuesday |
| Friday | Tuesday | Friday | Wednesday |
| Saturday & Sunday | Wednesday | Saturday & Sunday | Wednesday |
We do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address in the United States or Canada.
FEDEX OVERSIZED DELIVERY
In-stock items that ship via Fedex Oversized Delivery arrive within 7 – 10 days of order receipt. With Fedex Oversized Delivery, an unlimited number of eligible items can be delivered for a single flat rate of $99. We do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address.
If items that deliver via Fedex Oversized Delivery are purchased with items that deliver via Unlimited White Glove Delivery, the Fedex Oversized items will ship separately on a faster timeline and will only be included in the one-time Unlimited White Glove Delivery fee.
DOORSTEP DELIVERY
In-stock items that ship via Doorstep arrive within 3 – 4 weeks of order receipt, inclusive of up to 2 weeks of processing time to ship from our facility. With Doorstep Delivery, an unlimited number of eligible items will be delivered for a single reduced flat rate of $99. Items will be delivered in-box to your doorstep or the nearest dry location. No signature is required. You will not be contacted by the carrier to schedule a delivery. To explore options to expedite or schedule delivery of a Doorstep item, please contact a Design Shop prior to placing your order.
Some items that deliver via Doorstep may be eligible for a complimentary upgrade to Room of Choice or White Glove. If items qualify, upgraded shipping will be applied automatically and at no cost, and will be automatically included in the Unlimited White Glove Delivery flat rate charge.
We do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address in the United States or Canada. Please allow for additional time for deliveries going to rural, remote, or island destinations.
ROOM OF CHOICE DELIVERY
In-stock items that ship via Room of Choice arrive within 3 – 4 weeks of order receipt, inclusive of up to 2 weeks of processing time to ship from our facility. With Room of Choice Delivery, an unlimited number of eligible items will be delivered for a single reduced flat rate of $99. Our delivery partner will contact you within 1 – 2 weeks after shipment to schedule your in-home delivery. The day before delivery, our local team will notify you of your delivery window. These items will be placed in the room of your choice and will remain in box.
Some items that deliver via Room of Choice may be eligible for a complimentary upgrade to White Glove. If items qualify, upgraded shipping will be applied automatically and at no cost, and will be automatically included in the Unlimited White Glove Delivery flat rate charge.
We do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address in the United States or Canada. Please allow for additional time for deliveries going to rural, remote, or island destinations.
WHITE GLOVE DELIVERY
In-stock items that ship via White Glove will arrive within approximately 3 – 4 weeks of order receipt, inclusive of up to 2 weeks of processing time to ship from our facility. With White Glove Delivery, an unlimited number of eligible items will be delivered for a flat rate of $299. Our delivery partner will contact you to schedule an in-home delivery 1 – 2 weeks after items ship. The day before delivery, our local team will notify you of your delivery window. Items will be assembled and placed in the room of your choice and the packaging will leave with us.
Large custom cushions are made to order and arrive separately from other items within approximately 6 – 9 weeks of order receipt via White Glove.
Custom upholstery items are made to order and most arrive within approximately 6 – 16 weeks of order receipt via White Glove.
Our delivery partner will contact you to schedule an in-home delivery 2 – 4 weeks after items ship. The day before delivery, our local team will contact you to set a delivery time window. Items will be assembled and placed in the room of your choice and the packaging will leave with us. Prior to delivery, please ensure that the area where the item is to be placed is clear of furniture and pathways are unobstructed. The delivery team is unable to move or relocate existing furniture.
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 item will be shipped and delivered.
We do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address in the United States or Canada. Please allow for additional time for deliveries going to rural, remote, or island destinations.
DOORSTEP & FEDEX DELIVERY
In-stock furniture frames and quick ship cushions arrive within 2 – 4 weeks of order receipt via Doorstep. Made to order cushions arrive separately within 3 – 5 weeks of order receipt via Fedex.
Packages will be delivered to your front door (or the nearest dry location). Made to order cushions may ship separately.
We do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address in the United States or Canada. Please allow for additional time for deliveries going to rural, remote, or island destinations.
WHITE GLOVE & FEDEX DELIVERY
In-stock furniture items and accompanying quick ship cushions arrive within 2 – 4 weeks of order receipt via White Glove. Our delivery partner will contact you to schedule an in-home delivery 2 – 4 weeks after these items ship. The day before delivery, our local team will notify you of your delivery window. These items will be assembled and placed in the room of your choice and the packaging will leave with us. Prior to delivery, please ensure that the area where the item is to be placed is clear of furniture and pathways are unobstructed. The delivery team is unable to move or relocate existing furniture.
Made to order cushions arrive separately within 3 – 5 weeks of order receipt via FedEx.
We do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address in the United States or Canada. Please allow for additional time for deliveries going to rural, remote, or island destinations.
USPS DELIVERY
Fabric swatches and wallpaper swatches ship via USPS First Class and arrive within 7 – 10 business days of order receipt.
THRESHOLD DELIVERY
If you’d prefer our delivery team not to enter your home, we can bring your entire order, in its box, to your doorstep or the nearest dry, secure location, including the garage.
FLAT RATE DELIVERY
FLAT RATE DELIVERY (48 CONTIGUOUS US STATES)
Effective April 27, 2022
We offer Flat Rate Delivery on applicable products for each order shipping to one address. An unlimited number of eligible items can be delivered for a single flat rate based on delivery method, see rates below.
- Fedex Standard Delivery: $19.
- Fedex Expedited Delivery: $49.
- Fedex Oversized Delivery: $99.
- Doorstep Delivery: $99.
- Room of Choice Delivery: $99.
- White Glove Delivery: $299.
NOTES:
Some items that deliver via Room of Choice or Doorstep Delivery may be eligible for a complimentary upgrade to White Glove Delivery. If items qualify, upgraded shipping will be applied automatically, at no cost, and will be automatically included in the unlimited white glove delivery flat rate charge.
Delivery and processing charges are applied for each delivery address on an order. Items that arrive via White Glove, Room of Choice, Doorstep, or FedEx Oversized Delivery are not eligible for FedEx Expedited Delivery.
Orders with remote delivery addresses (excluding Hawaii) are subject to an additional delivery fee. These locations include but are not limited to: Nantucket, Martha’s Vineyard, Block, Fischer, and Marco Islands.
International orders to Canada are subject to different shipping and handling fees. For more information, click here.
PRICING POLICY & PAYMENTS
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.
PAYMENT
We do not charge your credit card until your order has shipped. Some orders are fulfilled in multiple shipments. In such cases, the total shipping fee is usually charged at the time of the first shipment. Backordered items will ship as soon as they are returned to stock and our system will automatically reauthorize your card prior to shipping. Please note that, in certain cases, custom orders may require a deposit at the time of order placement.
SHIPPING TO ALASKA & HAWAII
Effective April 27, 2022
In-stock items that ship via Fedex Standard Delivery to Alaska or Hawaii arrive within approximately 2–3 weeks of order receipt. With Fedex Standard Delivery, an unlimited number of eligible items can be delivered for a single flat rate of $49.
White Glove, Room of Choice, and Doorstep items to Alaska and Hawaii arrive in approximately 4–6 weeks. Custom upholstery items to Alaska and Hawaii arrive in approximately 16–18 weeks. With Doorstep or Room of Choice delivery, an unlimited number of eligible items can be delivered for a single flat rate of $399. With White Glove Delivery, an unlimited number of eligible items can be delivered for a single flat rate of $699.
FedEx Expedited delivery is not available to areas outside the contiguous 48 states.
Note: Delivery and processing charges are applied for each delivery address on an order.
INTERNATIONAL SHIPPING
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 up to 3 weeks 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 up to 6 weeks for standard items and up to 16 weeks for custom upholstery items.
RETURNS & CANCELLATIONS
For more information on our return and cancellation policies, please visit our Returns and Cancellations page. All returns are subject to a restocking fee.
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.