Support Policy

Support Policy

Customer Support Commitment

At SERLAS TRADE LLC, we are committed to providing professional, responsive, and reliable customer support throughout every stage of your shopping experience.

Our goal is to ensure that every customer receives accurate information, timely assistance, and efficient solutions before, during, and after every purchase.

We value transparency, professionalism, and customer satisfaction in every interaction.

Support Services

Our Customer Support team is available to assist you with:

  • Product information and recommendations

  • Product availability

  • Order placement assistance

  • Order status inquiries

  • Shipping and delivery updates

  • Tracking information

  • Returns and refund requests

  • Exchange requests

  • Damaged, defective, or incorrect products

  • Payment-related questions

  • General account assistance

  • Wholesale or business inquiries

  • General customer service

If your question relates to one of our store policies, we recommend reviewing the relevant policy page before contacting us, as many common questions are answered there.

Contact Methods

You may contact our Customer Support team using the following methods:

Email

info@serlastradellc.com

Phone

+1 770-627-0315

Customer Service Hours

Our support team is available during regular business hours.

Business Days

Monday – Friday

Business Hours

9:00 AM – 6:00 PM

Customer inquiries received outside normal business hours, on weekends, or during public holidays will be answered as soon as possible on the next business day.

Response Time

We aim to respond to all customer inquiries within 24 business hours.

Response times may vary depending on inquiry volume, weekends, public holidays, or other operational circumstances.

More complex requests requiring additional investigation may require additional processing time.

Information Required for Order Support

To help us assist you as quickly as possible, please include the following information when contacting us regarding an existing order:

  • Full name

  • Order number

  • Email address used during checkout

  • Description of the issue

  • Photos of the product or packaging (if applicable)

Providing complete information helps us process your request more efficiently.

Product Support

If you have questions regarding product specifications, compatibility, materials, dimensions, colors, or recommended usage, our support team will be happy to provide additional information before you complete your purchase.

Our goal is to help customers make informed purchasing decisions.

Shipping Support

Our support team can assist with:

  • Shipment status

  • Tracking information

  • Delivery estimates

  • Shipping delays

  • Lost packages

  • Damaged shipments

If your order has already shipped, please include your tracking number whenever possible.

Returns & Refund Support

If you wish to request a return or refund, please contact us before sending any products back.

Our team will provide instructions regarding the return process, eligibility requirements, and the appropriate return address.

For complete details, please review our Refund Policy.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible after delivery.

When contacting us, please include:

  • Your order number

  • A description of the issue

  • Clear photographs showing the product and packaging

This information helps us evaluate the situation and provide an appropriate resolution as quickly as possible.

Customer Responsibilities

Customers are responsible for:

  • Providing accurate shipping information

  • Reviewing product descriptions before purchasing

  • Contacting us promptly regarding any issues

  • Following our return instructions when returning products

Failure to provide accurate information may result in shipping delays or additional shipping costs.

Our Commitment to Customers

At SERLAS TRADE LLC, we believe that exceptional customer service is an essential part of every successful shopping experience.

We continuously work to improve our support processes by providing:

  • Professional customer assistance

  • Clear communication

  • Transparent policies

  • Reliable order support

  • Timely responses

  • Respectful and courteous service

Our commitment is to provide every customer with a positive, reliable, and trustworthy shopping experience.

Contact Information

SERLAS TRADE LLC

Email: info@serlastradellc.com

Phone: +1 770-627-0315

Company Address (United States):

30 N Gould St Ste 66537

Sheridan, WY 82801

United States

Fulfillment & Returns Address (Türkiye):

KARADENIZ MAH. 1171 SOK. NO 65 D 14

GAZIOSMANPASA ISTANBUL 034250

Türkiye

Thank you for choosing SERLAS TRADE LLC. We appreciate your trust and remain committed to providing professional products and outstanding customer support.