Shipping policy
SHIPPING POLICY
Last Updated: March 18, 2026
Processing Time
Orders are typically processed within 3–5 business days, depending on order volume and product availability.
Shipping Time
Standard shipping times vary by destination:
United States: Typically 9–15 business days
International orders: Typically 9–15 business days depending on location and customs processing
IMPORTANT: Delivery timeframes are estimates and are NOT guaranteed.
Potential Shipping Delays
Shipping may take longer than 2 weeks (15 days) due to:
- International sourcing of ingredients (including from China when necessary)
- Holiday periods including Chinese New Year and other international holidays
- Customs clearance and international logistics delays
- Carrier disruptions or high shipping volumes
- Weather events or natural disasters
- Remote or rural delivery locations
- Incorrect or incomplete shipping addresses
- Supply chain delays beyond our control
By placing an order, you acknowledge that:
- Delivery times are estimates, not guarantees
- International ingredient sourcing may extend shipping timeframes
- We are not responsible for delays caused by carriers, customs, holidays, or circumstances beyond our control
International Sourcing
Some of our product ingredients are sourced internationally, including from China when necessary to maintain quality and formulation standards. This may impact processing and shipping timeframes.
We carefully package each order to help ensure it arrives safely despite extended transit times.
Product Appearance & Packaging
The product you receive may look different from images shown on our website or in advertisements.
We use custom branding and packaging that may change over time. Label designs and packaging materials may vary.
Product images are for illustrative purposes only. Packaging appearance does not affect shipping timeframes or delivery.
International Shipping
We ship worldwide.
International customers are responsible for:
- Any customs duties, taxes, or import fees required by their country
- Extended delivery times due to customs processing
- Compliance with local import regulations
International shipping may experience additional delays due to customs inspections, international holidays, or local carrier handling.
Tracking & Delivery Confirmation
Once your order ships, you will receive tracking information via email.
Please note:
- Tracking may not update immediately, especially for international orders
- Some carriers may not provide real-time tracking
- Delivery confirmation serves as proof of delivery
Risk of loss transfers to you once the order is delivered to the carrier.
Undeliverable Packages
If a package is returned to us as undeliverable due to:
- Incorrect address provided
- Refusal of delivery
- Failure to collect from carrier
You may be responsible for reshipping fees or the package may be forfeited.
Missing or Delayed Orders
If your order has not arrived within the estimated timeframe (accounting for possible delays):
- Check your tracking information
- Contact your local carrier
- Email us at Sales@mentara.shop with your order number
Please allow reasonable time for international shipping and customs clearance before contacting us.
We strongly encourage you to contact us before filing any payment dispute with your bank. Most shipping issues can be resolved through direct communication, often faster than the dispute process. We can provide tracking updates, delivery confirmations, and work with carriers on your behalf.
If you file a payment dispute:
- We will provide evidence to your bank including tracking records and delivery confirmations
- Your account will be suspended during the dispute investigation
We maintain delivery records and shipping documentation to defend legitimate transactions.
Address Changes
Address changes must be requested within 24 hours of placing your order by emailing Sales@mentara.shop
Once an order has shipped, we cannot modify the shipping address. You will need to work with the carrier directly.
Contact Us
For any questions about your order or shipping status, please contact us at:
Sales@mentara.shop
Please include:
- Your order number
- Tracking information (if available)
- Specific question or concern
Response time: 3–5 business days
Important Reminders
Before placing an order, please understand:
✅ Shipping times are estimates, not guarantees
✅ Delays may occur due to international sourcing and holidays
✅ Shipping may take longer than 2 weeks
✅ International customers are responsible for customs fees
✅ Product appearance may differ from website images
✅ We encourage contacting us directly to resolve shipping concerns
END OF SHIPPING POLICY