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, promotional events, or high order volumes, processing times may be slightly extended. 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 timelines may vary depending on:

  • Destination country
  • Customs clearance procedures
  • Courier service performance
  • Weather or operational disruptions

Please note that all delivery times are estimated and not guaranteed.

3. Shipping Charges

Shipping costs are calculated at checkout based on:

  • Delivery location
  • Package weight and dimensions
  • Selected shipping method

Any applicable customs duties, VAT, or import taxes are the responsibility of the customer and are not included in shipping fees.

4. Order Tracking

Once your order has been shipped, you will receive:

✅ Shipping confirmation email
✅ Tracking number

Please allow 24–72 hours for tracking updates to appear after dispatch.

5. Incorrect Address & Delivery Issues

Customers are responsible for providing a complete and accurate shipping address at checkout.

Mertra is not responsible for:

  • Incorrect or incomplete shipping details
  • Failed delivery attempts
  • Packages lost due to inaccurate address information

If an order is returned due to address issues, additional 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 the destination country’s authorities and must be paid by the customer. Mertra is not responsible for delays caused by customs processing.

7. Lost or Stolen Packages

Once a shipment is marked as “Delivered”, responsibility transfers to the customer.

Mertra is not liable for:

  • Packages lost in transit
  • Orders marked as delivered but not received
  • Theft or damage after delivery

Customers are encouraged to contact the courier service or local post office for assistance. We will support where possible, but refunds are not guaranteed.

8. Delivery Delays

Shipping delays may occur due to:

  • Weather conditions
  • Customs inspections
  • Courier service disruptions
  • Public holidays
  • Address-related issues

Shipping fees are non-refundable in cases of 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 charges
  • Incorrect address
  • Multiple failed delivery attempts

The product cost will be refunded excluding shipping fees once the item is received back.

Reshipping is available with additional charges.