Shipping Policy

Shipping Policy

Shipping Policy

Last updated: August 25, 2026

Thank you for shopping at Silk Serum. This Shipping Policy explains how we process, deliver, and support your orders. We're an independent specialist retailer offering a curated selection of moisturizers and lotions from brands including Earth Therapeutics, Aveeno, Glow Recipe, and Kiehl's. Our goal is to make your shopping experience as clear and enjoyable as possible, from checkout to delivery.

Shipping Costs and Delivery Thresholds

We offer the following shipping options for all orders placed on silkserum.shop:

• Standard Shipping: $8.00 for all orders.
• Free Standard Shipping: Available on all orders over $45.00. The discount is automatically applied at checkout when your order subtotal meets the threshold.

All prices are listed in US Dollars (USD). Shipping costs are calculated based on your order total after any applicable coupons or promotions have been applied.

Order Processing Time

Orders are processed within 1-2 business days (excluding weekends and holidays) after we receive your order confirmation email. You will receive a notification with tracking information once your order has shipped. Please note that processing time is separate from transit time.

Delivery Time

Standard delivery typically takes 3-7 business days after your order leaves our facility. Delivery estimates are provided at checkout and depend on your shipping destination. Please note that delivery times may be longer during peak periods, such as holidays, or due to circumstances beyond our control, such as carrier delays or weather events.

Order Confirmation and Address Accuracy

When you place an order, you will receive an email confirmation to the address you provide. This confirmation serves as your proof of purchase and includes your order number.

It is your responsibility to ensure your shipping address is accurate and complete. Please review your shipping details carefully before submitting your order. If you need to correct your address after placing an order, contact us immediately via the shipping support channel listed below. If your order has already shipped, we may be able to submit a reroute request, but we cannot guarantee that the carrier will accommodate the change.

Tracking Your Order

Once your order ships, we will send you a shipping confirmation email containing a tracking number. You can use this number to monitor your package's progress through the carrier's system. If you cannot locate your tracking information, please contact our shipping support team and we will provide it to you.

Split Shipments

In some cases, your order may be split into multiple shipments, especially if it contains items from different warehouse locations or brands. If this happens, you will receive separate shipping confirmations and tracking numbers for each package. You will only be charged the shipping costs in accordance with this policy; no additional fees will be added for split shipments.

Carrier Events and Delivery Delays

From time to time, packages may experience delays due to carrier volume, weather, or other logistical issues. If your package appears delayed, we will work with the carrier to locate it. If a package is overdue beyond a reasonable window, we will open a trace claim with the carrier and work to resolve the issue. In the event of a confirmed loss, we will arrange for a replacement or refund, as appropriate.

Failed Delivery and Address Issues

If a carrier attempts delivery but cannot complete it (for example, no one is available to sign), the package may be held at a local facility or returned to us. You will typically receive a notice from the carrier with instructions for pickup or rescheduling. If a package is returned to us as undeliverable due to an incorrect or incomplete address, we will contact you to arrange reshipment. Reshipping costs may apply in such cases.

Missing or Damaged Packages

If your package arrives damaged, please contact us within 30 days of delivery with your order number, a description of the damage, and photos of the damaged item and packaging. We will investigate and, if necessary, arrange for a replacement or refund.

If your package appears to be lost or missing entirely, please reach out to our shipping support team. We will open an investigation with the carrier and keep you informed until the issue is resolved.

Customer Information Needed for Shipping Support

To help us assist you efficiently, please have the following information ready when you contact us about your shipment:

• Your order number
• Your tracking number (if available)
• A clear description of the issue (e.g., late delivery, address change, missing package)

Contacting Shipping Support

We're here to help with any questions or concerns about your delivery. Our dedicated shipping support team handles tracking updates, delivery delays, carrier issues, address changes, shipping cost explanations, and investigations into lost packages.

• Shipping Support Email: shipping@silkserum.shop
• First Response Time: Within 12 business hours

When you contact shipping support, here's what happens:

1. We check the carrier system and provide a status update.
2. If a package is overdue, we open a trace claim with the carrier.
3. We work to resolve delays and, when necessary, arrange a replacement or refund.
4. We communicate updates until the issue is resolved.

General Customer Support

For any other questions—such as order status, account issues, payment questions, or coupon assistance—our primary customer support team is available by email:

• Support Email: support@silkserum.shop
• First Response Time: Within 24 business hours

Our support hours are Monday–Friday, 9:00 AM – 6:00 PM Pacific Time (PT). Emails received outside these hours will be answered on the next business day. Our website remains open for orders 24/7.

When you contact general support, please include:

• Your order number (if applicable)
• Your contact email
• A clear description of your question

Additional Information

Shipping Carrier: We work with reputable carriers to deliver your orders reliably. The specific carrier for your shipment will be indicated in your shipping confirmation email.

Shipping Destinations: We currently ship to addresses within the United States. If you need delivery to a different location, please contact us before placing your order.

Sales Tax: Sales tax will be applied to your order in accordance with applicable state and local regulations.

About Silk Serum

Silk Serum is operated by Summit Ridge Commerce Group LLC, a retail operations and e-commerce management company headquartered in the Pacific Northwest, specializing in curated wellness and beauty products. Summit Ridge Commerce Group LLC is the legal operating entity for Silk Serum and is responsible for all business operations, supplier agreements, and customer commitments.

Our registered address is: 1284 Cedar Hollow Drive, Suite 305, Portland, OR 97209, United States.

We are committed to providing clear support before and after your order. If you have any questions about this Shipping Policy or your order, don't hesitate to reach out—we're here to help.