Shipping Policy

Effective Date: October 31, 2025

1. Introduction
At Marterra Elements LLC ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, www.marterraelements.com.

All shipping costs and estimated delivery times are clearly displayed during checkout before payment is completed. There are no hidden fees. We provide standard delivery times, shipping carriers, and tracking information once your order has shipped.

2. Shipping Destinations
Countries We Ship To: United States
Future Expansion: We are continually working to expand our shipping destinations. Please check back regularly for updates.

3. Shipping Costs
Domestic Shipping (United States): Standard Shipping is free on all orders over $200. Flat rate of $15 applies to orders under $200.
No Hidden Fees: All shipping costs are calculated and displayed at checkout. There are no hidden fees.

4. Order Processing Time
Processing Time: Orders are processed within 1–2 business days (Monday to Friday, excluding holidays).
Order Cut-Off Time: Orders placed before 4:00 PM EST will begin processing the same day.
Weekend and Holiday Orders: Orders placed on weekends or public holidays will be processed on the next business day.

5. Estimated Delivery Time
Domestic Shipping: Standard Shipping takes 3–5 business days.
Notes: Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, carrier delays, or other unforeseen circumstances.

6. Shipping Methods and Carriers
Reliable Carriers: We partner with reputable carriers to ensure your package arrives safely.
Domestic Carriers: USPS, UPS, FedEx
LTL Freight Carriers: FedEx Freight, Old Dominion, XPO Logistics
Shipment Tracking: All orders include tracking information, which will be provided via email once your order has shipped.
Insurance: Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

7. Order Tracking
Tracking Information: After your order has been shipped, you will receive an email containing your tracking number, carrier name, and a link to track your package.
How to Track Your Order: Visit the carrier’s website and enter your tracking number to view the status and estimated delivery date.
Assistance: If you have questions or need assistance with tracking, please contact our Customer Service team at support@marterraelements.com.

8. Delivery Issues
8.1 Delayed or Lost Packages
Delayed Delivery: If your package is delayed beyond the estimated delivery time, please contact us at support@marterraelements.com.
Lost Packages: If tracking indicates delivery but you have not received your package, verify the shipping address, check with neighbors or building management, and contact us for further assistance.

8.2 Damaged Packages
Reporting Damage: If your package arrives damaged, take photos of the damaged packaging and items, and contact us within 48 hours of delivery at support@marterraelements.com.
Resolution: We will work with you to arrange a replacement or refund as appropriate.

9. Missing Items
Reporting Missing Items: If any items are missing from your order, contact us within 48 hours of receiving your package, provide your order number, and details of the missing items.
Resolution: We will investigate and resolve the issue promptly by sending the missing items or offering a refund.

10. Return and Refund Policy
Returns: Returns are accepted within 30 days of receiving your order.
Conditions for Returns: Items must be unused, undamaged, and in their original packaging.
Return Shipping Costs: Customers are responsible for return shipping costs. In addition, a 20% restocking fee applies.
Refunds: Refunds are processed within 5–7 business days after receiving the returned item and issued to the original payment method.
For More Information: Please refer to our Return and Refund Policy.

11. Incorrect Address
Address Accuracy: Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.
Returned Packages: If a package is returned due to an incorrect address, we will contact you to arrange reshipment. Additional shipping charges may apply.

12. Contact Information
Customer Service Email: support@marterraelements.com
Phone number: +1 (844) 840-0414
Customer Service Hours: Monday–Friday, 8:00 AM – 4:00 PM EST

13. Changes to This Shipping Policy
We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the Website. We encourage you to review this policy periodically.

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.

Thank you for shopping with Marterra Elements. We appreciate your business and are committed to providing exceptional service.