Shipping policy

Order Processing:

We aim to process all orders within 1-2 business days.

Please be aware that certain factors could influence processing times, such as incomplete payment, insufficient address information, or high demand during certain seasons. In these instances, we will reach out to customers via email before proceeding with the order to ensure a successful delivery.

Shipping Time:

Our shipping time is generally 5-7 business days.

There are some factors affecting shipping that are beyond our control, including:

- Weather conditions
- Holiday seasons
- Errors by the shipping company

Despite our limited control over these variables, we will make every effort to keep you informed using all available information at our disposal.

Shipping Carriers:

We partner with trusted carriers including USPS, UPS, DHL, and local postal services.

Order Tracking:

Once your order ships, you'll receive an email with your tracking number. 
To check your order status:
1. Click the tracking link in your shipping confirmation email, or
2. Visit our Track Your Order page and enter your order number

Shipping Rates:

- United States: FREE standard shipping
- Canada: FREE standard shipping
- Europe: FREE standard shipping
- Australia/NZ: FREE standard shipping
- Rest of World: FREE standard shipping

Taxes and Duties:

Please note that placing an order with us does not cover any potential customs taxes or duties that your country may impose on incoming packages. It is your responsibility to handle these charges. If you need clarification on the rates, kindly get in touch with your country's customs office.

Important: Sierna cannot be held accountable for any delays caused by the customs clearance process in the destination country. The timing of releasing your package rests solely with the customs authorities, and we lack control in this matter.

Order Cancellation:

We understand that plans can change, and you may need to cancel your order. However, due to our automated fulfillment system, orders can usually no longer be cancelled once placed.

Delivery Issues Due to Absence or Incorrect Address

Please ensure that the delivery address you provide is complete and accurate, and that someone is available to receive the package on the expected delivery day. We are not responsible for issues that arise due to the recipient not being present at the time of delivery or due to an incorrect or incomplete shipping address.

If a package cannot be delivered for these reasons, it may be held by your local courier or returned to us. In such cases, please contact your local delivery service directly to arrange redelivery or pickup. Unfortunately, we cannot intervene or assist with local delivery coordination.

If a package is returned to us, additional shipping charges may apply to resend it. We cannot offer compensation or accept responsibility for missed deliveries under these circumstances.

Lost or Missing Packages:

If your package hasn't arrived within the estimated timeframe:

1. Check your tracking information for updates
2. Contact your local post office
3. If still unresolved, email support@sierna.co with your order number