Shipping policy
Shipping & Delivery Policy
This Shipping Policy explains where Telra ships, how long orders take to be processed and delivered, what shipping costs, how tracking works, and what happens if a shipment is delayed. It forms part of our Terms of Service.
1. Destinations
We currently ship to the United States. We do not ship to P.O. boxes, APO/FPO/DPO addresses or U.S. territories unless the carrier confirms delivery to your address; orders to unsupported destinations are cancelled and refunded in full before shipment.
2. Order Fulfillment
Orders are fulfilled from the United States, China and the European Union, depending on the product and stock location closest to you. Some items are dispatched directly from our partner warehouses abroad; these shipments take longer to arrive and travel through international customs — the delivery estimate shown at checkout already accounts for this. We ship with USPS, UPS and JS Express and comparable carriers. Orders containing several items may be shipped in separate parcels, each with its own tracking number, at no extra cost to you.
3. Order Processing
Orders are processed within 1–2 business days after payment is confirmed (business days are Monday to Friday, excluding U.S. federal holidays). Processing covers payment verification, picking, quality check and packing. Orders placed on weekends or holidays are processed on the next business day. You receive a confirmation email when the order is placed and a second email, with tracking, when it ships.
4. Estimated Delivery
Transit time depends on the service you choose: 7–14 business days for Standard Shipping, 7–11 business days for Express Shipping, both counted in business days from the day the parcel leaves the warehouse. Including processing, expect a standard order in about 8–16 business days. We publish the timeframes we actually achieve, not a best case; holidays, severe weather, customs inspections and address errors can add time, and if a delay affects our promised date we contact you with your options.
5. Shipping Rates
We offer two shipping options at checkout:
- Standard Shipping — USD 9.99, estimated delivery 7–14 business days after dispatch. Free on orders of USD 189 or more.
- Express Shipping — USD 21.90, estimated delivery 7–11 business days after dispatch. Not eligible for free shipping.
The shipping cost is shown in your cart and at checkout before you pay; the total displayed at checkout is the total charged to your card, with no handling fees added later. Import duties and taxes, where they apply, are explained in the "Customs, Duties and Taxes" section.
6. Following Your Parcel
Every order ships with a tracking number, sent to you by email as soon as the carrier scans the parcel. You can follow your delivery at any time at telra-usa.com/apps/parcelpanel. Tracking may take 24–72 hours to show the first scan, and international parcels can show no movement for a few days while in customs — this is normal. If tracking has not updated for 10 business days, contact us and we will open an inquiry with the carrier.
7. Shipping Delays and Your Options
In the rare event that we cannot dispatch your order within the timeframe promised, we notify you by email before that deadline. The notice tells you the new shipping date (or that we cannot set one) and gives you a free way to cancel for a full refund, paid within 7 business days. Where the new date is within 30 days you may simply wait, or reply to cancel; where the delay is longer, indefinite, or a second delay, we cancel and refund unless you confirm in writing that you still want the order. Delays that occur after dispatch, while the parcel is in the carrier's network, are tracked and followed up by us with the carrier; if a parcel is confirmed lost, we reship or refund.
8. Import Duties and Taxes
Shipments dispatched from outside the United States are subject to U.S. customs clearance. Since the elimination of the de minimis exemption in 2025, import duties can apply to parcels of any value. Where duties apply, we pay them: our prices include all import duties and taxes for deliveries within the United States, and you will not be asked to pay anything on delivery. If a carrier nevertheless requests a payment, contact us before paying and we will resolve it. Sales tax for U.S. orders is calculated at checkout based on the shipping address.
9. Incorrect or Incomplete Addresses
Please check your shipping address carefully before completing your order; we ship to the address exactly as entered. If you notice a mistake, contact us immediately — we can correct the address until the order ships, but not afterwards. Parcels returned to us because of an incorrect or incomplete address, or because they were unclaimed, are refunded minus the actual shipping and return costs, or reshipped at your request once the corrected address and any reshipping fee are confirmed.
10. If a Parcel Is Lost or Arrives Damaged
Risk of loss passes to you on delivery, as confirmed by the carrier's tracking record. If your tracking shows no delivery scan and the estimated window has passed by more than 10 business days, contact us: we open a trace with the carrier and, if the parcel is confirmed lost, we send a replacement or issue a full refund — your choice. If a parcel is marked as delivered but you have not received it, check with household members and neighbors, then contact us within 7 days so we can investigate with the carrier. If an item arrives damaged, photograph the packaging and the item before discarding anything and contact us within 7 days; we replace or refund it at no cost to you.
11. Need Help With a Delivery?
For any question about shipping or a delivery in progress, email support@telra-usa.com or use the contact form, quoting your order number. We are available Monday to Friday, 9:00 AM – 6:00 PM (Eastern Time (ET)) and reply within 2 business days.
Last updated: September 18, 2026.