ORDER INFORMATION

Shipping Information

Shipping rates, delivery estimates, tracking, and customs information for Tserra orders.

DESTINATIONS & RATES

Shipping destinations and rates

1. Where does Tserra ship?

Tserra currently ships to these 29 countries and regions:

Australia, Austria, Belgium, Canada, China, Czech Republic, Denmark, Finland, France, Germany, Hong Kong, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, United States.

Enter your delivery address at checkout to see the available services. If your destination is not listed, please contact us before ordering.

2. How much does shipping cost?

  • Standard shipping costs US$8 for orders below US$69.
  • Standard shipping is free for orders of US$69 or more.
  • Express shipping costs US$29.99 where available. Available services and final charges are shown at checkout.

DELIVERY TIME

Delivery estimates

3. How long will my order take to arrive?

Total delivery time = processing time + transit time.

Processing is the time needed to prepare your order before dispatch. Transit is the shipping time after dispatch.

  • In-stock product processing: 2–5 business days before dispatch.
  • Hand-painted and made-to-order product processing: 5–7 business days before dispatch.
  • Standard shipping transit: an estimated 7–20 business days after dispatch.
  • Express shipping transit: an estimated 6–8 business days after dispatch, where available.

Business days exclude weekends and public holidays. Transit estimates do not include processing time. Customs clearance, remote delivery areas, weather, carrier disruptions, and peak shipping seasons may extend delivery beyond these estimates.

ORDER JOURNEY

From Tibet to international transit

4. How does my order begin its journey?

Every Tserra order begins its journey in Tibet. After leaving Tibet, the parcel travels through a domestic transfer stage to an international shipping gateway in China. From there, it enters the international carrier network for delivery to its destination.

Tracking may not update during the domestic transfer stage. Please allow 3–5 business days after shipment for the first international tracking scan to appear.

TRACKING

Tracking and address changes

5. Can I correct my shipping address?

If you entered an incorrect shipping address or contact detail, contact us through the Contact Us page within 2 hours of placing your order. We will make the change if processing has not started. Once an order has entered processing or shipping, we cannot guarantee that the carrier can redirect or intercept it.

Customers are responsible for entering a complete and accurate delivery address. Tserra cannot cover losses or additional shipping charges caused by an incorrect or incomplete address supplied at checkout.

6. How can I track my order?

Visit Track Your Package to check shipment updates here on Tserra. Enter your order number and the email address or phone number used at checkout, or select Tracking Number and enter the parcel number from your shipping confirmation email. We send that email after your order ships. Please allow 3–5 business days for the first international tracking scan to appear while the parcel travels from Tibet to the international shipping gateway in China.

AFTER DISPATCH

Missing parcels and import charges

7. What if my package does not arrive?

If your order has not arrived 45 days after the shipment date, contact us through the Contact Us page. We will open an investigation with the carrier. If the carrier confirms that the parcel was lost in transit, you may choose a replacement or a refund.

8. Will I need to pay import duties or taxes?

Depending on your destination, your order may be subject to import duties, taxes, customs fees, or carrier handling charges. Not every shipment is charged, and the destination country's authorities determine whether these fees apply.

These charges are not included in the product price or shipping fee unless they are clearly shown at checkout. Local customs authorities or the carrier collect any charges assessed after shipment, and Tserra cannot control or estimate them. We recommend checking with your local customs authority before placing an order.