Shipping Policy

At Strela, we want you to know exactly what to expect after you place your order. Please read the timelines below carefully — processing time and delivery time are separate, and your total wait is the two added together.

---

1. Order Processing Time

24–72 business hours.

Once your payment is confirmed, our team checks your order, prepares it, and packs it for dispatch. This takes 24 to 72 business hours.

• Business hours are Monday to Friday. Weekends and public holidays are not counted.
• Example: an order placed on Friday afternoon will normally be processed on the following Monday to Wednesday.
• During new product launches, sales, or peak seasons, processing may take slightly longer. If we expect a delay, we will email you.

2. Delivery Time

8–16 business days after dispatch.

Delivery time begins when your parcel leaves our facility — not when you place the order. It also counts business days only, so weekends and public holidays are excluded.

Your total estimated time = 24–72 business hours processing + 8–16 business days delivery.

Delivery speed varies by destination. Some locations arrive at the earlier end of that window, and more remote or rural addresses may take the full window.

3. Shipping Destinations & Cost

We currently ship to the United States, Canada, Australia, and New Zealand.

If your country is not on this list, we are not able to deliver there yet. Should an order be placed from an address we cannot ship to, we will contact you and refund you in full.

Shipping cost is calculated at checkout and depends on your delivery location and the size of your order. You will always see the exact shipping amount before you pay — there are no charges added after checkout.

From time to time we run free shipping promotions. When one is active it is shown on the website, and the discount is applied automatically at checkout for orders that qualify. Promotions are limited-time and the terms shown alongside the offer apply.

4. Tracking Your Order

Every order ships with tracking included.

You will receive a confirmation email as soon as your order is placed, and a second email with your tracking number once it has been dispatched.

Please allow 2–5 business days for tracking to show its first scan. It is normal for a new tracking number to show "no information available" or to sit without updates for a few days while the parcel is in transit between facilities. This does not mean anything is wrong.

If your tracking has not updated for more than 10 business days, contact us and we will chase it with the carrier for you.

5. Split Shipments

If you order more than one item, they may arrive in separate parcels and on different days. This lets us send each item as soon as it is ready rather than holding your whole order back. You will receive a tracking number for each parcel, and you are never charged extra for this.

6. Delivery Address

Please double-check your shipping address at checkout. We can only ship to the address you provide.

• Need to change it? Email us within 12 hours of ordering and we will update it free of charge if the parcel has not yet been dispatched.
• Once a parcel has left our facility, the address can no longer be changed.
• If a parcel is returned to us because the address was incomplete or incorrect, we will contact you and re-ship it to the corrected address. You will only be asked to cover the actual re-shipping cost, and we will tell you that amount before charging anything.

7. Delays Outside Our Control

We hand every parcel to a professional carrier and track it, but once it is with them, some things are genuinely out of our hands:

• Customs inspections and clearance
• Carrier backlogs, weather, strikes, or transport disruptions
• Peak periods such as holidays and major sale events
• Incorrect or incomplete address details provided at checkout

We cannot guarantee delivery dates in these situations, but we will not leave you on your own. Contact us and we will follow up with the carrier and keep you updated until it is resolved.

8. Customs, Duties & Import Taxes

For international orders, your country may charge import duties, taxes, or customs fees. These are set by your local government, not by Strela, and they are not included in your order total.

Any such charges are the responsibility of the recipient. We recommend checking your local customs rules before ordering if you are unsure.

9. Lost, Missing or Damaged Parcels

We stand behind every order we send.

• Marked delivered but not received: please check with your household, neighbours, and your building's mail room or reception first, and allow 2 business days — parcels are sometimes scanned early. If it still has not appeared, contact us.
• Lost in transit: if tracking stops updating for more than 10 business days, get in touch and we will open an investigation with the carrier. If the parcel is confirmed lost, we will send a replacement or issue a full refund — your choice.
• Arrived damaged: email us within 7 days of delivery with photos of the item and the packaging, and we will replace it or refund you.

Please report any delivery problem within 30 days of the estimated delivery date so we can still act on it with the carrier.

10. Cancellations

You can cancel your order for a full refund any time before it is dispatched — just email us as soon as possible. Once a parcel has been handed to the carrier it can no longer be cancelled, but our 30-day return policy still applies.

11. Contact Us

Questions about your order, your tracking, or anything on this page — we're happy to help.

Email: support@shopstrela.com Contact form: https://shopstrela.com/pages/contact Response time: within 24–48 hours, Monday to Friday

Last updated: September 2026