FAQS

How can I contact Serpex?

You can email us at contact@serpex.co, where our customer service team will be happy to help you with whatever you need.

Do you ship worldwide?

Yes, we ship worldwide.

Where do you ship from?

We ship from Hong Kong.

Can I change or cancel my order?

As we aim to process orders as fast as possible, you must request any changes or cancellations within 12 hours of ordering.

All requests after this time will be denied. Your order can still be returned for a full refund after it is received.

What payment methods do you accept?

We accept all major credit cards, including VISA, Mastercard, and AMEX, as well as PayPal.

When will my order be processed?

All orders are handled and shipped from our warehouse. Please allow extra time for processing during holidays and sale seasons.

Orders are processed Monday through Friday and typically take 1–3 business days to process. Orders are shipped the day after processing.

Please note that we do not ship on weekends.

How long will it take to receive my order?

Due to high demand, orders may take between 2–4 weeks to arrive.

What if I don’t receive my order?

If you do not receive your order within 30 days after shipping, you are eligible for a full refund.

Will I be charged customs or taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be responsible for paying duties or taxes upon delivery.

Import taxes, duties, and related customs fees are determined by your local customs office and are not covered by Serpex. We are not responsible for delays caused by customs in your country.

For more information, please contact your local customs office.

How do I return an item?

Please contact us at contact@serpex.co, and our team will assist you with the return process.

What if my item is defective, incorrect, or damaged?

Please contact us immediately if you receive an item that is incorrect, missing, or defective.

Include your order number, clear photos of the item, and any relevant details. We will do our best to resolve the issue as quickly as possible.

When will I receive my refund?

All refunds are credited back to your original form of payment.

  • Credit or debit card refunds typically process within 7–10 business days after we receive the returned item or approve a cancellation.

  • If you haven’t received your refund yet, please contact your bank or card issuer, as processing times may vary.