Shipping policy
Effective date: September 29, 2026
This policy applies to consumer orders placed directly through SerenovaSpas.com. VSD Products, LLC operates the store under the Serenova Spas brand. Dealer purchases are governed by the applicable dealer agreement and order terms.
Where and how we ship
We accept online orders for delivery within the United States only, subject to availability and delivery service at the destination. Spas, accessories, and parts may be shipped directly to you by a supplier or third-party fulfillment partner rather than from our New York business address. Items in the same order may arrive in separate shipments.
The available delivery method and its charge are shown before you place an order. For a spa, the product listing, checkout, or an order-specific written quote will describe what the delivery service includes, such as whether placement or setup is included. Electrical work, permits, site preparation, and installation are included only if expressly stated in your order or a separate written agreement.
Processing, shipment, and delivery estimates
We normally hand in-stock items to the carrier within 7 business days after receiving a complete order. Business days exclude weekends and U.S. federal holidays. If a product has a longer lead time, is a preorder or backorder, or requires a scheduled delivery arrangement, we will state its expected shipment timing before you place the order. The timing shown for a particular product or order controls over the general in-stock estimate.
Shipment means the item has been handed to the carrier; it is different from delivery to your address. The estimated transit time or delivery window depends on the destination, product, carrier, and delivery service. We will provide the applicable estimate before purchase and tracking or delivery coordination information when available. Carrier estimates may change after shipment.
If we cannot ship within the promised period, we will notify you promptly and offer the legally required choice to agree to a new shipment date or cancel the unshipped item for a full and prompt refund. If we cannot provide a new date, we will explain the delay and your cancellation options. We will not treat this policy as advance consent to a future delay.
Delivery arrangements
Provide a complete, accurate delivery address and any access information requested for a spa delivery. A carrier or delivery partner may contact you to arrange a date. If a delivery attempt fails because the address or access information is incorrect or no one is available for a scheduled delivery, contact us so we can discuss the available redelivery options and any actual additional charges before arranging another attempt.
Please inspect the shipment when it arrives if practicable. If you notice visible damage, record it with the carrier and take photos if safe to do so, then contact us promptly. If an item is missing, damaged, or incorrect, contact us at office@serenovaspas.com or 212-713-7727. Your legal rights do not depend on whether you were able to note an issue on a delivery receipt.
Shipping charges and import fees
Shipping and delivery charges, if any, are displayed before you submit an online order or stated in an order-specific written quote. If an item will ship from outside the United States and additional import or customs charges could be payable by you, we will disclose that before purchase. Contact us if a carrier requests an unexpected charge.
Returns and refunds are covered by our Return and Refund Policy.
Contact: VSD Products, LLC (Serenova Spas), 425 East 13th St #6D, New York, NY 10009. Email: office@serenovaspas.com. Phone: 212-713-7727.