1. Order Processing Time
All orders are processed within:
✅ 1–3 business days
Processing time does not include weekends or public holidays. During peak seasons, sales, or promotional events, processing may take longer. In case of any significant delay, customers will be notified via email.
2. Shipping Time & Delivery Estimates
United States 📦
Standard Shipping: 7–15 business days
International Orders 🌍
Worldwide Shipping: 10–20 business days
Delivery times may vary depending on:
- Destination country
- Customs clearance
- Courier delays
- Weather or operational issues
All delivery timelines are estimates and not guaranteed.
3. Shipping Charges
Shipping costs are calculated at checkout based on:
- Delivery location
- Package weight and size
- Selected shipping method
Customs duties, VAT, or import taxes (if applicable) are not included and must be paid by the customer.
4. Order Tracking
Once your order is shipped, you will receive:
✅ Shipping confirmation email
✅ Tracking number
Please allow 24–72 hours for tracking updates to appear.
5. Incorrect Address & Delivery Issues
Customers must ensure that their shipping address is complete and accurate.
Mertra is not responsible for:
- Incorrect or incomplete addresses
- Failed delivery attempts
- Packages lost due to wrong address
If an order is returned due to address errors, reshipping charges will apply.
6. Customs, Duties & Taxes (International Orders)
International shipments may be subject to:
- Customs duties
- Import taxes
- VAT or local fees
These charges are determined by local authorities and must be paid by the customer. Mertra is not responsible for customs-related delays.
7. Lost or Stolen Packages
Once the carrier marks a package as “Delivered”, responsibility transfers to the customer.
We are not liable for:
- Packages lost in transit
- Orders marked delivered but not received
- Theft after delivery
Customers are advised to contact the courier service for assistance. We will help where possible, but refunds are not guaranteed.
8. Delivery Delays
Delays may occur due to:
- Weather conditions
- Customs inspections
- Courier issues
- Holidays
- Address errors
Shipping fees are non-refundable for delays beyond our control.
9. Damaged Shipments
If your order arrives damaged:
- Take clear photos of the package and product
- Contact us within 48 hours of delivery
After review, we may offer:
- A replacement, or
- A refund (if applicable)
10. Returns Due to Non-Delivery
If an order is returned due to:
- Delivery refusal
- Unpaid customs fees
- Incorrect address
- Multiple failed delivery attempts
The product cost will be refunded excluding shipping charges once the package is returned. Reshipping is available with additional payment.