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 periods, order processing may take additional time. In case of any major delay, customers will be informed via email.

2. Shipping Time & Delivery Estimates

  • United States: 7–15 business days (Standard Shipping)
  • International Orders: 10–20 business days (Worldwide Shipping)

Delivery times may vary due to destination country, customs clearance, courier delays, or weather issues. Delivery dates are estimated and not guaranteed.

3. Shipping Charges

Shipping costs are calculated at checkout based on:

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

Note: Customs duties, VAT, or import taxes are not included in shipping fees and are the responsibility of the customer.

4. Order Tracking

Once your order is shipped, you will receive a shipping confirmation email containing your tracking number. Please allow 24–72 hours for tracking information to update.

5. Incorrect Address & Delivery Issues

Customers must ensure the shipping address is complete and accurate. Mertra is not responsible for:

  • Incorrect or incomplete addresses
  • Failed delivery attempts
  • Packages lost due to an incorrect address

If an order is returned due to address issues, reshipping charges will apply.

6. Customs, Duties & Taxes

International shipments may be subject to customs duties, import taxes, or VAT determined by local authorities. These charges must be paid by the customer. Mertra is not responsible for customs-related delays.

7. Lost or Stolen Packages

Once the carrier marks an order 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

We advise contacting the courier or local post office directly. While we will assist where possible, refunds are not guaranteed.

8. Delivery Delays

Delays may occur due to weather, customs inspections, courier issues, or holidays. Shipping fees are non-refundable for delays beyond our control.

9. Damaged Shipments

If your order arrives damaged:

  1. Take clear photos of the package and product.
  2. 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 because of delivery refusal, unpaid customs fees, or incorrect addresses, the product cost will be refunded excluding shipping charges once the package is received back. Reshipping is available with additional payment.