At Mertra, we understand that fast, secure, and reliable shipping is just as important as the quality of the clothing you purchase. Our goal is to ensure that every customer enjoys a smooth delivery experience from the moment an order is placed to the moment it arrives at your doorstep. This Shipping Policy outlines everything you need to know about how we process, ship, and deliver orders.
Order Processing Time
All orders placed through Mertra’s official store are processed within 1–3 business days. Orders are processed Monday through Friday, excluding public holidays. Once your order is successfully placed, you will receive a confirmation email with your order details.
During peak seasons, promotional sales, or new collection launches, processing times may be slightly extended due to increased demand. However, we always strive to minimize delays and keep customers informed.
Please note that processing time is separate from shipping time. Processing includes order verification, quality checks, packaging, and dispatch preparation.
Domestic Shipping
For domestic customers, Mertra offers reliable and trackable shipping options. Estimated delivery time typically ranges from 3–7 business days after dispatch, depending on your location and courier service availability.
Shipping charges for domestic orders are calculated at checkout. In some cases, we may offer free shipping on orders above a certain amount as part of special promotions.
We partner with trusted courier services to ensure safe and timely delivery. Once your order has been shipped, you will receive a tracking number via email so you can monitor your shipment in real time.
International Shipping
Mertra proudly ships internationally to selected countries. International delivery times usually range between 7–15 business days, depending on the destination country and customs procedures.
International customers are responsible for any customs duties, taxes, or import fees that may apply in their country. These charges are not included in the product price or shipping cost and must be paid upon delivery if required by local authorities.
We recommend checking with your local customs office for more information regarding potential fees before placing your order.
Shipping Costs
Shipping costs vary based on:
- Delivery location
- Order weight and size
- Selected shipping method
- Promotional offers
The final shipping cost will be displayed at checkout before you complete your purchase. Mertra may occasionally offer limited-time free shipping promotions. These offers will be clearly communicated on our website and social media platforms.
Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email that includes your tracking number and courier details. You can use this tracking number to follow your package’s journey.
If you do not receive tracking information within the stated processing time, please check your spam folder or contact our customer support team for assistance.
Delayed or Lost Shipments
While we work with reliable shipping partners, occasional delays may occur due to:
- Weather conditions
- Customs inspections
- Courier service disruptions
- High seasonal demand
If your package is delayed beyond the estimated delivery window, please contact us with your order number and tracking details. We will coordinate with the courier service to resolve the issue as quickly as possible.
In the rare case of a lost shipment, Mertra will investigate with the courier and offer a replacement or refund once the investigation is complete.
Incorrect Shipping Information
Customers are responsible for providing accurate shipping details at checkout. If incorrect or incomplete information is provided, it may result in delayed delivery or returned packages.
If you realize that you have entered incorrect shipping information, please contact us immediately. If the order has not yet been dispatched, we will do our best to update the details. Once shipped, address changes may not be possible.
Mertra is not responsible for orders delivered to incorrect addresses provided by the customer.
Undeliverable Packages
If a package is returned to us due to:
- Incorrect address
- Failed delivery attempts
- Refusal to accept delivery
We will contact you to arrange reshipment. Additional shipping fees may apply for re-delivery.
If the customer chooses not to have the package re-shipped, a refund will be issued minus the original shipping costs.
Damaged Items During Shipping
We take great care in packaging all orders securely. However, if your package arrives damaged, please contact our support team within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
- Your order number
- Clear photos of the damaged packaging
- Photos of the damaged item
After reviewing your claim, we will arrange for a replacement or refund if applicable.
Pre-Orders and Special Releases
For pre-order items or limited-edition drops, shipping timelines may differ from regular orders. The estimated shipping date will be clearly mentioned on the product page at the time of purchase.
If your order contains both pre-order and in-stock items, the entire order may be shipped together once all items are available unless otherwise stated.
Shipping Restrictions
Certain remote or restricted areas may experience longer delivery times. Additionally, some countries may not be eligible for international shipping due to logistical or regulatory limitations.
If we are unable to ship to your location after an order is placed, we will notify you and issue a full refund.
Customer Support
At Mertra, customer satisfaction is our priority. If you have any questions about shipping, delivery status, or related concerns, our support team is ready to assist you.
You can contact us through our official website contact page or email support. Please include your order number for faster assistance.
Policy Updates
Mertra reserves the right to update or modify this Shipping Policy at any time. Any changes will be posted on our website and become effective immediately.
We encourage customers to review this page periodically to stay informed about our shipping procedures.
Final Note
Our commitment is simple: deliver premium quality products to you safely and on time. From careful packaging to reliable courier partnerships, every step of our shipping process is designed to provide a seamless shopping experience.