Help Desk

Coupons & Discount

Why isn't my discount code working?

We apologize for any inconvenience you’re experiencing while applying a discount code. Here are some important points to consider:
Login Requirement: To apply a coupon, please ensure that you are logged in to your account on www.serleep.com. Only registered users can redeem coupons.
Product-Specific Codes: Some discount codes may be product-specific. Make sure the code you’re using is applicable to the items in your cart.
Single Code Limit: Our checkout system allows only one discount code per order. If you’ve already applied a code, you won’t be able to stack additional ones.
Active Codes Only: We honor active discount codes. If a code has expired, it cannot be applied to your order.
Stay Updated: Discount code sites may not always provide accurate information. To access the latest promotions, consider signing up for Serleep membership.
Special Offer Products: If you’re purchasing a special offer product (such as clearance items, products on sale, or Serleep Plus+ exclusives), the coupon may not be applicable.
Feel free to choose the best deal, and if you need further assistance, don’t hesitate to reach out to our support team. Happy shopping! 🛒🎉

Coupons and promotions

You can redeem promotion codes in your account to your checkout order on the website.
1. Serleep is using Smile for coupons
2. Under Existing coupons, find the promo code you'd like to redeem, click Use Now to add the promotion code to your order.
3. Coupon codes can be "copied and pasted" to be used at checkout the code. We can't apply promotions or credits toward fees or taxes due to applicable laws and regulations.
Some promotions don't require a code. You can add these promotions to your account by clicking the button or link in the email, push notification, in-app banner, or text message you receive. Once activated, the promotion amount automatically applies to your next order(s) at checkout. They can't be used in combination with another promotion or credit.
All discounts and promotions can't be shared. If you share the promotion or try to use it on another account, the promotion won't apply. They are only available for the account associated with the original recipient's email address.

I forgot to add my coupon code to my online order.

Unfortunately, once an order has been confirmed, we are unable to retroactively apply any vouchers or discounts to it. Please hold onto your coupon for your next online purchase or click here to process.

What if my coupon has expired?

I apologize for any inconvenience you’ve encountered while applying the discount code. If the coupon you used has expired, our system won’t allow it to be applied to your order. To address this issue, please follow these steps:
Check Coupon Expiry: Verify the expiration date of the coupon you attempted to use. If it has expired, consider using an active coupon instead.
Contact Support: For further assistance, please click here to reach our support team. They will promptly address your concerns and provide guidance on resolving the issue.
Thank you for your patience, and we appreciate your understanding.

How do I get informed about ongoing sales events?

To access any current information about serleep.com including sales events, discounts, and so on, you can visit the “Newsletters page”, sign up and subscribe to our newsletter.

I did not receive my coupons.

I apologize for any inconvenience you’ve experienced. To address the issue with the coupon, please send us an email with the relevant details, including the type of coupons you were expecting to receive. Our support team will promptly investigate and provide a resolution.

Feel free to reach out to us at support@Support.com, and include “Coupon Inquiry” in the subject line. Thank you for your patience, and we appreciate your understanding! 🛒🙏

Payment Issue

Will there be a price tag or receipt in my order?

At Serleep, we prioritize a clutter-free unboxing experience for our customers. Therefore, we do not include any price tags, receipts, or billing invoices inside our product boxes.
To access your receipt, follow these steps:
Log in to your Serleep account on our website.
Navigate to the “View My Orders” section.
Click on the specific order you’d like to view.
Scroll down to find your “My Invoice”.
Your detailed invoice will be readily available there. If you have any further questions or need assistance, feel free to reach out. Happy shopping! 🛒📦

Why is my credit card being rejected?

If your credit card is not being accepted during checkout, consider the following possible reasons:
Expired Card: Check if your card has expired. If it has, you’ll need to use a valid card.
Credit Limit Reached: Ensure that you haven’t reached or exceeded your credit limit. If you have, consider using an alternative payment method.
Daily Charge Limit: Some cards have a daily charge limit. Verify that you haven’t exceeded this limit.
Technical Glitches: Occasionally, technical issues on either end of the transaction can cause payment problems. Try again later or contact customer support.
If you encounter difficulties while submitting your credit card payment, don’t hesitate to contact Customer Service. When reaching out, provide any error messages you received, along with the canceled order number from your “My Orders” section.
We appreciate your patience, and our team will assist you promptly. 🛒🔍

How can I receive an invoice for my order?

Upon completing your payment, an order confirmation email was sent to you. This email contains your invoice. If you haven’t received it, please check your junk or spam folder, as it might have been filtered there.
Additionally, you can find your invoice within your Serleep account:
Log in to your account on the Serleep website.
Navigate to the “View My Orders” section.
Click on the specific order you’d like to view.
Scroll down to locate your “My Invoice”.
If you require further assistance, feel free to contact us. We’re here to help!

Do I have to pay sales tax?

All orders will include sales tax based on the destination address. The applicable tax will be calculated and added when your order is processed.
Displayed prices incorporate estimated sales tax according to the details you provide. The final amount may adjust during your shopping session due to various factors. Rest assured, you will have the chance to review and approve the final total before finalizing your purchase.

Can I place an order over the phone?

Absolutely, we accept phone orders.
However, we encourage you to place your order directly on www.serleep.com. You can shop using your PC, mobile device, or our mobile app for a seamless experience. We accept PayPal and credit card payments from any country, provided the shipping address is within the United States. Please note that we do not ship to GU, HI, AK, or PR.
If you prefer to order by phone, please contact us at +1-(213)-895-4871. Provide your address, name, contact details, items, and purchase number, and we will create an order for you. You will receive a link to complete your purchase. Once your order is confirmed, we will schedule the shipment promptly.
For any difficulties accessing our website, click here, and we will assist you as best as we can.

What payment methods does Serleep.com accepts

Serleep.com offers a variety of payment options for your convenience, including PayPal, Apple Pay, Google Pay and major credit/debit cards (Visa, MasterCard, American Express, Discover, JCB Card), Klarna, and Gift Cards. We prioritize the highest standards of security and protection for your transactions.
Additionally, we verify your credit card with the issuing bank to ensure its validity and guard against loss or theft. Please note that using gift cards or prepaid cards may complicate the refund process. For more information, please click here.

Order Cancel

How do I cancel my order?

If you need to cancel an order, log in to your My Account page and click "Cancel Order" next to the relevant purchase. You will receive a confirmation email shortly after.
If the order hasn't been shipped yet, we will issue a full refund. If it is already on its way, we will work with the shipping carrier to recall the package and process your refund. For any inquiries after your order has shipped, please click here to contact us.
Please note: Items delivered by trucks or USPS cannot be recalled. If the recall is unsuccessful, please refuse delivery from UPS, USPS, and FedEx when your order arrives.

Will the points or coupons return after canceling the order?

We regret to hear that you need to cancel your order. If the payment fails, any points and coupons used will be fully returned to your account. If you have already paid and the order hasn't shipped yet, we will also restore your points or coupons in full upon refund.

When will I receive the refund after canceling the order?

Once the refund process is completed, it typically takes 3-5 business days for the funds to appear in your account. However, in some cases, it may take up to 10 business days. For precise timing, please consult your credit card issuer or bank.

What benefits will I gain from email subscriptions?

Specific benefits of email subscription include:
1. $10 coupon for the First time subscribers.
2. Keep up to date with the latest shopping news from Serleep, including the hottest sales, new arrivals and seasonal must-have collections. Be the first to bag the best value deals.

Why has my payment been declined?

If you're experiencing difficulties paying with a credit or debit card, declined payments may be due to one or more of the following reasons:
Credit Card:
Mismatch of Details: The cardholder's name and address do not match the billing information. Ensure all details, such as the card number, expiration date, and CVV code, are correctly entered and that the name and billing address match those on your card statement. Note that we require a credit or debit card issued by a U.S.-based bank or financial institution, and your card must be authorized for international payments, as Serleep and all transactions are based in the USA.
Transaction Limit: Your card has reached its limit for internet transactions.
Session Timeout: The transaction page has timed out.
Incomplete Checkout: Leaving the page before completing the checkout process.
PayPal:
Session Timeout: The transaction page has timed out.
Incomplete Checkout: Leaving the page before completing the checkout process.
Insufficient Funds: Your PayPal account has insufficient funds or is not linked to a secondary funding option like a bank account or credit card.
For detailed inquiries regarding your PayPal account, please contact PayPal directly.

Shipping & Delivery

When can I expect my order?

We are thrilled for you to receive your order! Once it's placed, it will be sent to our fulfillment centers where our team will carefully handpick and pack your items. After packing, a tracking label will be generated, and we will email you a tracking link.
Your shipment will then be picked up by a carrier (FedEx, UPS, USPS, or Pioneer) and taken to the nearest hub for scanning, sorting, and forwarding to its destination. Upon arrival at the local hub, your order will be loaded onto a delivery truck and delivered directly to your door.
For additional delivery insights and control, both UPS and FedEx offer delivery management platforms. Set up your FedEx Delivery Manager or create a UPS My Choice account for enhanced tracking and management.

How can I find my tracking information?

Once our fulfillment centers print the label for your shipment, we will immediately email you a tracking link. Please note that it may take up to 3 business days for the tracking information to show movement. Sometimes, these emails may end up in your promotions, spam, or junk folders, so we recommend marking service@serleep.com as a safe sender.
For the most accurate delivery timeline, wait until your order starts showing movement. Any delivery timeline displayed before this is only an estimate.
If you can't find the tracking information in your email, don't worry! You can also access it by visiting your Serleep Dashboard. Go to "View My Orders" in the first column on the right-hand side. Once on the "View My Orders" page, select View Order -> Shipments -> Tracking Number(s). Here, you can track your order, review the order contents, and see the price and delivery address.

Wrong Item Received

Wrong item arrived.

We're sorry to hear about the serious issue with your order. Please click here to provide us with your order number and tracking number. Additionally, check the SKU number on the package and send us a photo of the incorrect item received. If the original item is still available, we will resend it to you with complimentary shipping. Furthermore, we will provide a free pre-paid return label for you to send the wrong item back to our distribution center.
In the event that the items you purchased are out of stock, we will suggest a similar alternative along with an additional discount. Please don't hesitate to contact us with any concerns, and we'll gladly assist you!

Damaged/Missing Parts

Ordering replacement part(s)?

We understand the need for replacement pieces, but unfortunately, due to the nature of our manufacturing process, we are unable to match or stock every individual piece. Therefore, we cannot offer replacements for specific furniture pieces. However, we do provide a one-year warranty service.
If your item is under warranty, please contact us at service@serleep.com. Provide the receiver's full name, order number, and the tracking number via UPS from the original package to help us locate your order. Additionally, please include the part number of the piece you need and explain why you require the replacement part. If there are any quality issues with the item, please provide details along with pictures or a short video demonstrating the problem for our reference. We'll do our best to assist you promptly.

My order arrived damaged.

We're sorry to hear that your package sustained damage during transit! Typically, the carrier notifies us when a package is marked as damaged so we can assist in reimbursing or reshipping the order. However, there may be rare instances where FedEx, UPS, or USPS delays in notifying us.
If you receive a damaged package, you have the right to reject it upon delivery by the carrier. If you're unable to reject the damaged package at the time of delivery, please click here to contact us. Provide a photo or video showing the damages, and we'll promptly offer a suitable solution.
Should you require any assistance with your order, please don't hesitate to reach out. We're here to help!

I received a product with missing accessories?

We apologize for the inconvenience caused by receiving a product with missing accessories. If the product is under warranty, please click here to provide us with the recipient's full name, order number, and the tracking number of the original package via UPS. Additionally, please circle the missing parts in the product manual and take a photo to assist us in quickly locating the missing parts. Once we verify the situation, we will assist you in resolving the issue promptly. Thank you for your cooperation.

Item Return & Refund

How can I get a refund？

We understand your decision to cancel your order and request a refund, and we're here to assist you every step of the way!
If your order hasn't been shipped, we'll promptly arrange a full refund for you. In the event that the order is already in transit, we'll contact the shipping company to recall the order and ensure you receive a full refund. If you're ready to proceed with your cancellation request, please don't hesitate to reach out to our service team. We're eager to assist you in any way we can.
When you place an online order, we authorize your credit card to verify the availability of sufficient credit. Refunds can only be issued through the original payment method. Depending on your credit card provider, it may take up to 10 business days for the refund to reflect in your balance. If the original payment method is unavailable, kindly provide us with your PayPal email, and we'll gladly issue the refund to your PayPal account.
For further information about our terms and conditions, feel free to take a look here! If you have any questions or concerns, please don't hesitate to contact us.

How do I return an item?

If you find that your product isn't suitable, you have the option to return it within 30 days from the date of delivery. To initiate a return, simply visit My Orders and start a return request. For orders without quality issues after the 30-day period, you can arrange a return with your chosen carrier at your own expense. Alternatively, click here to contact us and request a return label, though a certain fee will be deducted.
Please keep in mind: Ensure that the product is unused and in brand-new condition. All returns must be made using the original packaging. If you no longer have the original packaging, an additional $45 repackaging fee per item will apply.
For most Serleep product returns, you'll receive a pre-paid return label allowing you to return the item to our warehouse. You can download the return label in the personal center.
If you prefer to handle the return yourself, click here to contact us with the return tracking number(s).
Please send all returns to:
Serleep
Headquarters: 805 Victory Trail Rd, Gaffney, SC 29340
South Carolina: 805 Victory Trail Rd, Gaffney, SC 29340
California: 13211 Spring Street, Baldwin Park, CA 91706
+1-(213)-895-4871
Please note that Serleep does not cover shipping costs for self-returns. Once the item reaches our warehouse, our team will inspect it. If it's in brand-new condition, we'll process the refund within 7 working days, minus the return shipping fee (excluding returns due to quality problems).
For more information about our terms and conditions, please refer to this link! If you have any further questions, feel free to reach out.

How do I replace a product? Is there a fee for replacing a product?

We apologize for any inconvenience caused by your decision to change your product.
If you wish to exchange your current item for one in a different color, please click here to provide us with your order number, the link to the new product, and the desired color. We will verify the order information and the condition of the original product to determine if it can be replaced. In the event of a price difference between the two products, you may be required to pay an additional fee, or we will issue a partial refund.
If the reason for replacement is due to product damage, please click here to send us a photo or video of the damage. We will assess the situation and provide you with a specific solution. Our service team will also provide detailed information regarding any additional fees or refunds via email.
Thank you for your understanding. If you have any further questions or concerns, please don't hesitate to contact us.

Dropship

How do I apply to dropship with Serleep?

We're thrilled to see your interest in the Serleep Dropship initiative!
To embark on this journey, each prospective purchasing agent needs to fill out an online application and certification form. Once approved by the Dropship team, you'll gain full purchasing agent status. Through this partnership, you'll earn the variance between your selling price and Serleep.com's listed price. Moreover, the more lifetime sales you achieve, the higher the discount you'll enjoy.
If you're curious to explore the Dropship project introduction and discover the pathway to becoming an official Dropshipper, simply click here for a detailed guide. We're excited about the potential collaboration ahead!