At Mertra, we are committed to delivering your order efficiently and securely. Please review our shipping policy for complete details regarding processing, delivery, and related terms.

1. Order Processing Time

All orders are processed within:

✅ 1–3 business days

Orders are not processed on weekends or public holidays.

During peak periods such as sales or new collection launches, processing times may be slightly extended. If there is any significant delay, customers will be notified via email.

2. Shipping Time & Delivery Estimates

United States
📦 Standard Shipping: 7–15 business days

International Shipping
🌍 Worldwide Delivery: 10–20 business days

Delivery timelines may vary depending on location, customs procedures, and courier operations. All delivery times are estimated and not guaranteed.

3. Shipping Charges

Shipping fees are calculated at checkout based on:

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

Please note that customs duties, VAT, or import taxes (if applicable) are not included and must be paid by the customer.

4. Order Tracking

Once your order has been dispatched, you will receive:

✅ A shipping confirmation email
✅ A tracking number

Tracking updates may take 24–72 hours to appear after shipment.

5. Address Accuracy & Delivery Issues

Customers are responsible for providing accurate and complete shipping details.

Mertra is not responsible for:

  • Incorrect or incomplete addresses
  • Failed delivery attempts
  • Orders lost due to incorrect address information

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

6. Customs, Duties & Taxes

International orders may be subject to customs duties, import taxes, or local fees. These charges are determined by the destination country and are the responsibility of the customer.

Mertra is not responsible for delays caused by customs clearance.

7. Lost or Stolen Packages

Once an order is marked as “Delivered”, responsibility transfers to the customer.

Mertra is not liable for:

  • Lost packages in transit
  • Delivered orders not received
  • Theft or damage after delivery

Customers are advised to contact the courier service for assistance. We will support where possible, but refunds are not guaranteed.

8. Delivery Delays

Delays may occur due to factors beyond our control, including:

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

Shipping charges are non-refundable in such cases.

9. Damaged Items

If your order arrives damaged:

  • Take clear photos of the packaging and product
  • Contact us within 48 hours of delivery

After review, we may offer a replacement or refund where applicable.

10. Returns Due to Non-Delivery

If an order is returned due to:

  • Delivery refusal
  • Unpaid customs fees
  • Incorrect shipping address
  • Multiple failed delivery attempts

The product cost will be refunded excluding shipping fees once the item is returned to us.

Reshipping is available with additional charges.