Store Policy

 

PLEASE READ PRIOR TO ORDERING. ANY QUESTIONS RELATED TO OUR STORE POLICY WILL BE REFERRED BACK TO THIS PAGE.

1. TAROT ORDERS

Our tarot and oracle decks are now being exclusively published through Tarot Stack. If you have any questions or concerns about your order, please email purchasingandsales@tarotstack.com. 

Please also be aware that we have ONE person doing all of our shipping, so we are unable to keep up with businesses like Amazon. Please be patient and kind! Our standard turnaround time to process and ship orders is between 1-2 weeks. 

Orders that contain backorders will be held until we can ship the order in full - unless there is enough shipping to cover splitting the orders. If you prefer your decks to ship out as available, please email purchasingandsales@tarotstack.com and that can be arranged. 

Payments and Cancellations 

If you have made an error in purchasing, please email serpentwolfe@gmail.com to have your order cancelled. Refunds will be issued within 24 hours. 

If you are located outside of Canada you may incur a foreign transaction fee on your credit card statement if your financial institution charges such a fee.

Refunds and Exchanges 

Refunds are NOT accepted in the event that USPS or any other postal service loses or damages your item. Please see below for more details. 

Shipping costs are always non-refundable. 

Refunds are only accepted in the event that your item(s) do not reflect what has been advertised here on this website, there has been significant damage to your item, or if we have made an error in the packaging or shipment of your item. 

If you do receive a refund, shipping costs will be deducted from your refund.

Items cannot be returned if they are opened. If you are truly unhappy with your item, an exchange or gift certificate may be offered. 

Domestic Shipping 

All orders are shipped priority via USPS with tracking numbers, unless otherwise specified. 

Customer is always responsible for the cost of shipment.

Shipment is via USPS out of Rhode Island and all packages are insured and trackable by default. 

Customer is responsible for any duty charges (if applicable) at pickup.

SERPENTFIRE/Fae Wolfe is not responsible for any returned, lost or stolen packages. We have very limited inventory. If your package is lost by the postal service, we will happily open up a claim with USPS to try to resolve the issue. These claims can take up to two weeks to resolve. These claims do not guarantee USPS will issue a refund, as it is a case-by-case basis.

Expedited shipping is available by request, at an additional charge. Tracked packets usually take one week to find their destination. Please check the tracking email which is sent out when the order is shipped. If you do not see your tracking email, please check all spam folders. 

International Shipping 

All international orders are shipped priority via DHL or UPS with tracking numbers, unless otherwise specified. Expedited shipping is available by request, at an additional charge, and a less expensive shipping option via USPS may be available; note: USPS has proven to be less reliable then DHL/USPS. Please send an email to serpentwolfe@gmail.com before placing an order if you'd like to pay for expedited or cheaper shipping. 

Tracked packets usually take up to three weeks to find their destination, but sometimes longer. Please check the tracking email which is sent out when the order is shipped. If you do not see your tracking email, please check all spam folders.  

Customer is always responsible for the cost of shipment. If you have a preferred shipping method you know is reliable in your country, please let us know so we can select that option when processing the shipping label for your order. Extra shipping fees may apply and will be invoiced.  

Customer is responsible for any duty charges (if applicable) at pickup.

SERPENTFIRE/Fae Wolfe is not responsible for lost or stolen packages. We have very limited inventory. If your package is lost by the postal service, we will happily open up a claim to resolve the issue. These claims can take up to two weeks to resolve. These claims do not guarantee a refund, as it is a case-by-case basis depending on information available to the courier. 

Customs Fees 

We will NOT mark packages under value to save fees. 

Please be advised that we declare the retail value when shipping internationally. This is to protect us and you from loss, in the case that you will be reselling the items at retail value. It ensures that in case of loss or damage, we are able to recuperate insurance and replace your order.  

2. APPAREL AND ACCESSORIES ORDERS

Apparel and accessories are made-to-order via Printful. Via Printful's website, orders typically take 2-5 business days to ship from their warehouse. 

If you are unhappy with the quality of your item or it arrives damaged, please send high definition photos to serpentwolfe@gmail.com and refunds will be evaluated on a case-by-case basis. 

3. COURSES AND EBOOKS

All courses and ebooks are issued digitally upon purchase. No refunds are accepted. If you do not receive course access or your download, please email serpentwolfe@gmail.com. 

4. READINGS

Tarot and pendulum readings are non-refundable unless the question associated with the order is amongst the prohibited list:

  • diagnosing illness
  • diagnosing disorders
  • diagnosing neurodivergence
  • providing yes/no answers to specific questions, ie: "Should I break up with my partner?" 
  • any question having to do with managing health matters 
  • any question attempting to predict the future

If this is the case, all or a portion of your reading will be refunded to you. 3-7 business days turnaround.

5. PAINTINGS

All original paintings are shipped directly from our studio in Toronto, Canada. Any customs fees will be the responsibility of the customer. No refunds are accepted. 

Please email us if you have any questions: serpentwolfe@gmail.com