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  • Easy Returns

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How can we help you today?

Welcome to Serene Yards' FAQ section. Here, you'll find answers to common questions about our products, ordering process, shipping, returns, and more.

For personalized assistance, reach out to our Customer Service Team via email customerservice@sereneyards.com or call us at 888.254.6088.

FAQs

Products and Selection

What types of products do you offer?

We specialize in premium products that bring warmth and culinary excellence to your home. Our indoor collection features elegant electric fireplaces and stoves. For the outdoors, we offer high-performance BBQ grills and pizza ovens.

Are your products suitable for both residential and commercial use?

Our products are engineered and warranted for residential use. Some models may be suitable for light commercial settings (e.g., a boutique hotel patio). We strongly recommend reviewing the manufacturer's specifications on the product page and consulting with us to ensure the product meets your specific commercial needs and local codes.

Do you offer customization options for your products?

Customization is available for select products and is clearly indicated on the product page. If you have a specific vision not listed, please contact us—we'll check with our suppliers to see what's possible.

How do I know which product is right for my space?

Each product page includes detailed dimensions, specifications, and fuel/power requirements. We recommend measuring your space carefully and comparing it to the product specs. If you need assistance, contact us with your space dimensions and vision, and we'll provide personalized recommendations.

Ordering Process

How do I place an order?

You can place an order directly through our website. Simply add items to your cart and proceed to checkout. You'll need to create an account or check out as a guest.

What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, American Express, Discover) through our secure, encrypted payment gateway.

Can I modify or cancel my order after it's been placed?

We can often modify or cancel an order if we are notified before it has been processed for shipment. Please contact us immediately at customerservice@sereneyards.com or 888.254.6088. Once an order has entered the shipping process, it cannot be cancelled.

Do you offer financing options?

At this time, we do not offer financing options. We apologize for any inconvenience this may cause. Please check back in the future as we're always looking for ways to improve our services.

Shipping and Delivery

Do you offer free shipping?

Yes, we offer free standard shipping on all orders within the 48 contiguous United States.

How long will it take to receive my order?

Please allow 4 to 13 business days for delivery. Order processing takes 1-3 days. Once shipped, small items deliver in 2-7 days, and large freight items in 3-10 days. A tracking number will be emailed to you upon shipment.

What should I do when my large item (e.g., grill, fireplace) is delivered?

This is a critical step for a successful damage claim. Please inspect the shipment thoroughly before the driver leaves. Note any visible damage or missing boxes on the delivery receipt and take photos. For a full guide, please see our detailed Shipping Policy.

Do you ship internationally?

Currently, we only ship within the 48 contiguous United States. We apologize for any inconvenience this may cause our international customers.

Can I track my order?

Yes, once your order ships, you'll receive an email with tracking information within 24 hours.

Returns and Refunds

What is your return policy?

We offer a 30-day return policy for items in new, unused condition in their original packaging. Please note that special orders, custom products, and clearance items are final sale. A 25% restocking fee applies, and the customer is responsible for return shipping costs.

For complete details on how to initiate a return and calculate your refund, please review our full Return and Refund Policy.

How do I initiate a return?

You must contact us first to obtain a Return Authorization (RA) number. Please email us at customerservice@sereneyards.com with your order number. Returns sent without an RA cannot be accepted.

Who pays for return shipping?

For returns due to customer preference (e.g., change of mind), the customer is responsible for return shipping costs. We can provide a pre-paid label for your convenience, and the cost will be deducted from your refund. For returns due to our error (defective/incorrect item), we provide a free return label.

Is there a restocking fee for returns?

Yes, a 25% restocking fee applies to returns that are not due to our error. This fee helps cover handling and costs incurred from our distributors. The fee is waived for returns due to damage or defects on our part.

How long does it take to receive a refund?

Once we receive and inspect your return, we will process your refund to the original payment method within 7 business days.

Installation and Usage

Do you offer installation services?

No, we do not provide installation or assembly services. Customers are responsible for the assembly and installation of all products in accordance with the manufacturer's instructions. We strongly recommend reviewing the assembly requirements in the product description before purchase to ensure you are prepared for delivery.

Are your products easy to assemble?

Assembly varies by product. Many items are straightforward, while others like gas appliances or electrical fireplaces require a qualified professional for safety. We strongly advise reviewing the manufacturer's instructions on the product page before purchasing to understand the specific assembly needs for your chosen item.

Do your products require maintenance?

Yes, regular maintenance is recommended to ensure optimal performance and longevity. For specific care instructions, please refer to the manufacturer's manual provided with your product, as maintenance requirements vary based on product type, usage, and environment.

Warranty and Support

Do your products come with a warranty?

Yes, most of our products come with a manufacturer's warranty. The duration and coverage vary by product and brand. You can find warranty information on each product page.

What should I do if I receive a defective product?

Please contact us immediately at customerservice@sereneyards.com. The required steps are time-sensitive and crucial for a successful claim.

  • For major visible damage at delivery, you should refuse the shipment.
  • For damage discovered after opening, you must contact us within 48 hours and save all packaging.

We strongly recommend reviewing our step-by-step guide for this process. For complete instructions, please see our [Crucial Freight Delivery Instructions].

Do you offer customer support for product-related questions after purchase?

Absolutely! Our customer service team is here to assist you with any questions or concerns about your purchase, both before and after you receive your product.

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