Shipping Policy

Welcome to Mertra. We are committed to delivering your favorite pieces to you as quickly and efficiently as possible. Below you will find the details of our shipping procedures and policies.

1. Order Processing Time

At Mertra, we take pride in quality. All orders are carefully inspected and processed within:

• ✅ 1–3 Business Days

Please note: Processing time does not include weekends or public holidays. During high-demand periods (sales or new drops), processing may take slightly longer. You will receive an email notification if there is any significant delay.

2. Shipping Estimates & Delivery

We ship worldwide to ensure the Mertra community can reach us from anywhere.

Disclaimer: Delivery dates are estimates provided by our carriers and are not guaranteed. Factors like customs clearance and local courier delays may affect these times.

3. Order Tracking

Stay updated on your package’s journey:

• Once your order is dispatched, you will receive a Shipping Confirmation Email.
• This email will contain your Tracking Number and a link to the carrier’s website.
• Please allow 24–72 hours for the tracking information to update in the system.

4. Shipping Charges

Shipping costs are calculated automatically at checkout based on:

• The delivery destination.
• The weight and dimensions of your package.
• Import Duties & Taxes: For international orders, any customs duties, VAT, or local taxes are the responsibility of the customer and are not included in our shipping fees.

5. Address Accuracy & Delivery Issues

It is the customer’s responsibility to provide a complete and accurate shipping address.

• Mertra is not liable for failed deliveries due to incorrect or incomplete address information.
• If a package is returned to us due to address errors, the customer will be responsible for the reshipping costs.

6. Lost, Stolen, or Damaged Packages

• Ownership: Once the carrier marks an order as “Delivered,” the responsibility transfers to the customer.
• Issues in Transit: If your package is lost during transit (before delivery), please contact us, and we will assist in opening an investigation with the courier.
• Damaged Items: If your order arrives damaged, please take clear photos of the packaging and the item and contact [email protected] (or your specific email) within 48 hours of delivery.

7. Returns Due to Non-Delivery

If an order is returned to our warehouse because of:

• Unpaid customs fees.
• Multiple failed delivery attempts.
• Refusal of the package.

We will issue a refund for the product cost only (shipping fees are non-refundable) once the items are safely returned to us.