Shipping policy

Last Updated: January 28, 2025

We are committed to delivering your orders promptly and securely. Please review our Shipping Policy for details on processing times, delivery, and costs.

1. Processing Time 🕒

✅ Orders are processed within 1–3 business days after payment confirmation.
✅ Orders placed on weekends or public holidays will be processed on the next business day.

2. Delivery Times 🚚

📍 Domestic (Romania): 2–5 business days
🌍 International: 7–15 business days (varies by destination).

📌 Delivery times may vary due to external factors, including:

  • Courier delays.
  • Customs processing.
  • Public holidays or unforeseen circumstances.

3. Shipping Costs 💰

📌 Shipping fees are calculated at checkout based on destination and package weight.

🚛 Free Shipping: Available for orders over 150 RON (Romania only). Excludes discounted products.
💵 Fixed Shipping Fee: Applied to orders below the free shipping threshold.

4. Order Tracking 🛰️

📩 Once your order is dispatched, you will receive an email with a tracking number.
🔍 Use the tracking link to monitor your shipment’s real-time status.

5. Delivery Issues ⚠️

🚨 If your order is delayed, contact us at office@tellur.com.

📌 For lost or undelivered items:

  • Notify us within 7 days after the expected delivery date.
  • We will investigate and work with the courier to resolve the issue.

6. International Shipping 🌍

📌 Import duties, taxes, and customs fees are the customer’s responsibility and may vary by country.
🚛 Customers are encouraged to check their country’s import policies before placing an order, as customs delays may occur.

7. Address Errors 🏠

📌 Ensure your shipping address is correct at checkout.

📌 If an incorrect address is provided and the package is undeliverable:

  • Additional charges may apply for reshipping.
  • Contact office@tellur.com immediately if you notice an address error.

8. Returns Due to Failed Delivery 🔄

📌 If an order is returned due to:

  • Failed delivery attempts.
  • Incorrect address.
  • Unclaimed packages.

📩 We will notify you and provide reshipping options.
🚚 Reshipping costs are the responsibility of the customer.
💰 If you choose not to reship, a refund will be issued minus the original shipping cost. See our Refund Policy.

9. Personal Data Processing 🔐

📌 Shipping involves processing personal data (e.g., name, address, phone number) for order fulfillment.
📖 See our GDPR Privacy Policy for details on how we protect your data.

📩 Contact Information

For any shipping-related questions, contact us:

📧 Email: office@tellur.com
📞 Phone: +40.21.233.09.95