Shipping Policy

Last updated: August 3, 2026

Thank you for shopping with TreAura. We carefully prepare every order so that your collectibles, personalized gifts, and commemorative pieces arrive safely. This Shipping Policy explains our processing times, delivery estimates, tracking, customs responsibilities, and what to do if a shipment is delayed or damaged.

πŸ“¦ Order Processing

After payment is successfully confirmed, orders generally follow these processing times:

  • Ready-made products: 1–5 business days.

  • Personalized or custom-made products: generally 5–7 business days after all customization details, usable artwork, and any required design approval have been received.

  • Large, wholesale, or highly complex custom orders: processing times will be shown on the product page or confirmed separately before production.

Business days are Monday through Friday and exclude public holidays. Processing time is separate from shipping time.

During major holidays, new-product launches, sales, or periods of unusually high order volume, processing may take longer. If a material delay affects your order, we will make reasonable efforts to notify you using the contact information provided at checkout.

🎨 Custom-Order Timing

Custom-order production does not begin until we have received all required information. This may include:

  • Complete front and back artwork;

  • Correct names, dates, wording, colors, or other personalization;

  • A high-resolution image in an acceptable format;

  • Confirmation that you have permission to use submitted designs, logos, or photographs; and

  • Approval of a digital proof when a proof is provided.

If we need clarification or replacement artwork, the production timeline will pause until you respond. Delayed customer responses may delay the estimated ship date.

⚑ VIP Priority Processing

If VIP Priority Processing is available and purchased, your order will be placed ahead of standard orders during our internal preparation or production stage. VIP service does not guarantee a specific delivery date and does not eliminate carrier, customs, weather, or other external delays.

Once priority handling has begun, the VIP service fee is generally non-refundable unless required by applicable law or unless TreAura is unable to provide the purchased service.

🌍 Estimated Delivery Times

Estimated delivery time begins after your order has been dispatched, not on the date the order was placed.

Typical delivery estimates are:

Destination Estimated delivery after dispatch
United States 7–14 business days
Canada 7–14 business days
United Kingdom 7–14 business days
Europe 7–14 business days
Australia and New Zealand 7–14 business days
Other international destinations 10–20 business days
Remote areas or locations requiring special handling Up to 15–25 business days

These times are estimates only and are not guaranteed. Delivery may take longer because of customs inspections, local postal conditions, carrier disruptions, severe weather, public holidays, peak-season volume, security checks, or other circumstances outside our reasonable control.

🚚 Shipping Fees

Available shipping methods and charges are displayed at checkout based on the delivery destination, product type, package weight, order value, and any active promotion.

We may occasionally offer free or discounted shipping. Promotion requirements, eligible products, and destination restrictions will be shown at checkout or in the applicable offer. Free shipping does not include customs duties, taxes, remote-area surcharges, or reshipment costs caused by an incorrect address.

πŸ”Ž Tracking Your Order

When tracking is available, we will send a shipping confirmation email containing the tracking number or tracking link. Please allow 2–5 business days after dispatch for the first carrier scan to appear. Some international packages may not receive frequent updates while moving between countries or carriers.

A temporary lack of tracking updates does not necessarily mean the package is lost. If tracking has not updated for an unusually long period or your package is significantly beyond the estimated delivery window, contact us at support@treaura.com with your order number.

πŸ“¬ Multiple or Separate Shipments

Orders containing several products may be shipped in separate packages because of product availability, customization requirements, package-size limits, or warehouse logistics. You may receive more than one tracking number, and packages may arrive on different dates. You will not be charged additional shipping solely because we divide an order into multiple shipments unless this was disclosed and agreed before purchase.

🏠 Shipping Address and Contact Information

Customers are responsible for providing a complete and accurate shipping address, including the recipient's full name, apartment or unit number, city, state or province, postal code, country, phone number, and any information required by the local carrier.

Please review your information carefully before submitting the order. Address-change requests should be sent within 12 hours of purchase. We will try to help, but we cannot guarantee that an address can be changed after processing or production has begun.

TreAura is not responsible for delivery failures or delays caused by:

  • An incorrect, incomplete, or outdated address;

  • A missing apartment, unit, company, tax, or identification number;

  • A recipient who cannot be reached by the carrier;

  • Refusal to pay required import charges;

  • Refusal or failure to collect a package; or

  • Unauthorized address changes made directly with a carrier.

If a package is returned to us for one of these reasons, we may offer reshipment after the customer pays any additional shipping and handling costs. If a refund is available, original shipping charges and costs already incurred may be deducted, subject to applicable law. Personalized and custom-made items may not qualify for a refund.

πŸ›ƒ Customs, Duties, Taxes, and Tax Identification

International shipments may be subject to import duties, customs fees, value-added tax, brokerage charges, or other fees imposed by the destination country. Unless clearly stated otherwise at checkout, these charges are not included in the product price or shipping fee and are the customer's responsibility.

Customs authorities or shipping carriers may require the recipient to provide a tax identification number, national identification number, or other clearance information. The customer is responsible for providing accurate information promptly. Failure to provide required information may cause delay, return, cancellation, or disposal of the shipment according to local rules.

TreAura cannot control or predict customs decisions and is not responsible for delays caused by customs clearance. We will not intentionally declare false product information or values on customs documents.

⏳ Delayed or Lost Packages

Most packages arrive within the estimated time, but occasional delays can occur. Before contacting us, please:

  1. Review the tracking information;

  2. Check the shipping address on your order confirmation;

  3. Ask household members, neighbors, reception desks, or local collection points; and

  4. Contact the local carrier when the tracking page provides a local tracking number.

If your package is more than 10 business days beyond the estimated delivery window, contact support@treaura.com. We may ask you to wait for the carrier's investigation to finish before a replacement or refund is issued. The available resolution will depend on the tracking record, destination, carrier investigation, and applicable law.

πŸ“Έ Damaged, Missing, or Incorrect Items

Please inspect your order promptly after delivery. If an item arrives damaged, a product is missing, or you receive the wrong item, contact us within 7 days of delivery and provide:

  • Your order number;

  • A clear description of the issue;

  • Photos or video of the item;

  • Photos of the outer packaging, shipping label, and internal packaging; and

  • The quantity affected.

Keep the item and all packaging until we have completed our review. Depending on the circumstances, we may offer a replacement, replacement part, store credit, or refund. Please see our Refund & Return Policy for complete details.

🌦️ Events Outside Our Control

TreAura is not responsible for delays caused by events outside our reasonable control, including natural disasters, severe weather, war, civil unrest, pandemics, government restrictions, labor disputes, carrier interruptions, transportation shortages, customs holds, or failures of communications or logistics networks. We will make reasonable efforts to provide updates and assist with available carrier remedies.

πŸ’¬ Contact Us

For shipping questions, email support@treaura.com and include your order number in the subject line.

We generally respond within 1–2 business days. Sending repeated messages about the same issue may place the conversation later in the support queue, so one complete message with all relevant details is best.