Shipping & Delivery

Shipping & Delivery Policy

Last updated: August 28, 2026

At Pratensia, we want customers to understand where orders are fulfilled, how shipping charges are calculated, what delivery estimates mean, how tracking works, and what happens if a parcel is delayed, lost, or damaged.

1.Seller and Fulfillment Origin

Pratensia is operated by:

Hubei Sihai Cross-Border E-Commerce Co., Ltd.
Shop F2-08, 2nd Floor, Building 1
Huangshi Linkong Business Industrial Park
No. 17 Daquan Road, Huahu Subdistrict
Huangshigang District, Huangshi, Hubei, China

Our company address is our legal business address and should not be interpreted as the dispatch address for every order.

Orders may be fulfilled from different third-party fulfillment facilities depending on the product, inventory availability, and destination. As a result, products in the same order may occasionally be shipped separately and may arrive at different times.

The actual dispatch location for a specific parcel may be shown in the applicable shipping or tracking information where provided by the fulfillment partner or carrier.

If you need information about the expected fulfillment origin of a particular product before ordering, please contact support@Pratensia.com and include the product link.

2.Order Processing Time

Orders normally require up to 72 hours after successful payment to complete order verification, fulfillment preparation, quality checks, and packaging.

Processing time is separate from shipping/transit time.

The delivery estimates below begin after the parcel has been dispatched to the shipping carrier.

Orders placed during major promotions, holidays, exceptionally high order volumes, or other unusual circumstances may require additional processing time. Where we become aware of a material delay affecting your order, we will make reasonable efforts to provide an update.

3.Where We Ship

We ship only to countries and regions that are currently available in the shipping-address country/region field during checkout.

If a country or region cannot be selected as the delivery destination during checkout, we are currently unable to accept an order for delivery to that destination.

Please note that the country/region or currency selector displayed elsewhere on our website is not necessarily a list of supported shipping destinations. The shipping-address options shown during checkout are the authoritative list of destinations currently available for delivery.

We do not promise shipping to unspecified “other countries.”

Shipping availability may change as our fulfillment and carrier coverage changes.

4.Shipping Rates and Estimated Delivery Times

The exact shipping options and charges available for your order are displayed during checkout before payment.

Destination Standard Shipping Fee Estimated Transit Time
United States Shown at checkout; eligible orders may qualify for free Standard Shipping Approximately 2–4 weeks
Canada Shown at checkout; eligible orders may qualify for free Standard Shipping Approximately 2–4 weeks
Australia Shown at checkout; eligible orders may qualify for free Standard Shipping Approximately 2–4 weeks
New Zealand Shown at checkout; eligible orders may qualify for free Standard Shipping Approximately 2–4 weeks
United Kingdom Shown at checkout; eligible orders may qualify for free Standard Shipping Approximately 2–4 weeks
European destinations currently supported at checkout Shown at checkout; eligible orders may qualify for free Standard Shipping Approximately 2–4 weeks
Other destinations specifically available in the checkout shipping-address list Shown at checkout; eligible orders may qualify for free Standard Shipping where the free-shipping rate is offered Approximately 2–5 weeks

The shipping charge displayed at checkout is the applicable shipping charge for the order and destination selected at that time.

Delivery periods are estimates rather than guaranteed delivery dates unless we expressly state otherwise at checkout.

5.Free Standard Shipping on Orders of US$39.98+

Where available, Free Standard Shipping applies when the merchandise subtotal is US$39.98 or more after promotional discounts and before shipping charges, taxes, customs duties, or other governmental charges.

The free-shipping offer:

applies only to destinations for which a Free Standard Shipping option is actually available at checkout;

applies to Standard Shipping only;

does not automatically cover optional shipping upgrades or other premium delivery services;

is determined using the qualifying merchandise subtotal shown during checkout; and

is confirmed only when a $0.00 / Free Standard Shipping rate appears during checkout.

If your order reaches US$39.98 but no free-shipping option appears for your destination at checkout, the free-shipping promotion is not available for that particular destination, product, or shipment configuration.

No additional shipping charge will be imposed after checkout unless you expressly request and agree to a change to your shipping service.

6.Priority Insured Shipping

Where Priority Insured Shipping is offered at checkout, please read the service description carefully before purchasing it.

Under our current service structure, Priority Insured Shipping gives the order priority within our fulfillment queue, but it does not currently carry a guaranteed shorter international transit time than Standard Shipping.

The currently guaranteed reduction in carrier transit time compared with Standard Shipping is therefore:

0 guaranteed days.

A Priority shipment may arrive sooner in some circumstances because it is prioritized during fulfillment, but its delivery may also fall within the same estimated delivery window as Standard Shipping.

Priority Insured Shipping should therefore not be interpreted as guaranteed expedited, express, or faster carrier delivery unless a specifically shorter delivery estimate is displayed at checkout for that order.

If no measurable faster delivery estimate is shown during checkout, the additional service relates to priority handling and shipping protection rather than a guaranteed reduction in transit time.

7.Shipping Carriers

Pratensia uses third-party international shipping, fulfillment, line-haul, postal, and last-mile delivery partners.

The carrier may vary depending on:

fulfillment location;

destination country or region;

product;

parcel size and weight;

available shipping route; and

local last-mile delivery arrangements.

Because international parcels may be transferred between multiple logistics providers, the company handling the final delivery may be different from the company that first accepted the parcel.

Where available, the applicable carrier or logistics provider will appear in your shipping confirmation or tracking information.

17TRACK is a third-party tracking platform and is not itself the shipping carrier.

8.Tracking Your Order

Once your order has been dispatched and tracking information becomes available, we will provide a tracking number or tracking link where supported.

You may track the shipment using the tracking information provided by the carrier. You may also use a multi-carrier tracking service such as 17TRACK.

Tracking information may take several days and, in some cases, up to approximately one week after dispatch to display its first meaningful update.

A temporary lack of tracking scans does not necessarily mean that the parcel has stopped moving. International shipments may travel between facilities, countries, customs authorities, or logistics providers without a public scan at every stage.

If your tracking information has not updated for an extended period, please contact support@Pratensia.com with your order number and tracking number.

9.Customs, Import Duties, VAT and Taxes

International orders may be subject to customs procedures, import duties, VAT/GST, customs brokerage charges, or other taxes imposed by the destination country.

If applicable taxes or duties are collected by us during checkout, they will be included in the amount displayed to you before payment.

If checkout does not state that import duties or taxes have been collected or prepaid, the destination country's customs authority or delivery carrier may collect those amounts from the recipient.

In that situation, the recipient is responsible for applicable import duties, taxes, customs charges, or brokerage fees, except where applicable law requires otherwise.

Pratensia does not control charges independently imposed by customs authorities or local carriers.

A customer's refusal to pay legally applicable import charges may result in a parcel being refused, held, returned, or destroyed by the carrier or customs authority. Any refund in such circumstances will be handled in accordance with applicable law and our refund policy after taking into account the status of the shipment and any non-recoverable charges where legally permitted.

10.Delivery Delays

International delivery may be affected by customs clearance, flight or transportation disruptions, severe weather, local postal delays, peak shopping periods, carrier capacity, remote-area delivery, public holidays, regulatory inspections, or other circumstances.

If your parcel has not arrived by the latest estimated delivery time shown in this policy, please contact us so that we can review the tracking information and, where appropriate, begin an investigation with the fulfillment or logistics provider.

If an order remains undelivered 15 calendar days after the end of the applicable estimated delivery window, we will investigate the shipment.

We aim to complete a lost or materially delayed shipment investigation within 10 business days after receiving the information reasonably required from you.

If we determine that the shipment has been lost, or if we cannot establish delivery within the investigation period, we will offer an appropriate resolution, which may include:

a replacement at no additional shipping cost; or a refund to the original payment method for the undelivered item and any shipping charge paid specifically for that item or shipment.

Nothing in this section limits any earlier refund, cancellation, or delivery right available to you under applicable consumer law.

11.Lost Packages

If tracking indicates that a shipment may be lost, or if the shipment has exceeded the delivery timeline described above, contact:

support@Pratensia.com

Please include your:

full name;

order number;

delivery address; and

tracking number, if available.

We will review the order and tracking history and, where appropriate, contact the relevant fulfillment or shipping provider.

If the shipment is confirmed lost, or we cannot establish successful delivery after completing the investigation described above, we will offer either a replacement or an applicable refund.

Customers will not be required to pay a second shipping charge for a replacement issued because we or our shipping provider confirmed that the original insured shipment was lost.

12.Tracking Shows “Delivered” but the Parcel Is Missing

If tracking shows that your parcel was delivered but you cannot locate it, please first check:

the delivery entrance, porch, mailbox, garage, reception area, parcel locker, or other safe place;

with other members of your household;

with neighbors where appropriate;

with your building reception, concierge, mailroom, or management; and

any delivery photograph or notice provided by the carrier.

If the parcel still cannot be located, contact support@Pratensia.com with your order number and tracking information.

We will review the delivery evidence and, where appropriate, request additional information or begin a carrier investigation.

A carrier-generated “delivered” scan will be considered as part of the investigation but does not remove any responsibility that applicable consumer law places on us as the seller.

13.Damaged Shipments

If an item arrives damaged, please contact us within 14 days of delivery at:

support@Pratensia.com

Use DAMAGED in the subject line where possible and include:

your order number;

a description of the damage;

clear photographs of the damaged item; and

photographs of the external and internal packaging where relevant.

Please keep the damaged product and packaging until we tell you whether they are required for the investigation.

After reviewing the evidence, we may arrange a replacement, refund, or other appropriate remedy.

Where damage occurred during an insured shipment and sufficient evidence is provided, an approved replacement will be sent without an additional shipping charge.

Nothing in this section limits any mandatory legal remedy available for damaged or defective goods.

14.Split Shipments

Products in the same order may be fulfilled from different locations.

If this occurs:

your order may arrive in more than one parcel;

each parcel may have a separate tracking number;

parcels may be handled by different carriers; and

the parcels may arrive on different dates.

You will not be charged an additional shipping fee merely because we choose to divide an order into multiple shipments after checkout.

15.Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate delivery address during checkout.

If you notice an error, contact support@Pratensia.com as soon as possible.

We will make reasonable efforts to update the address before fulfillment, but we cannot guarantee an address change after an order has entered fulfillment or has been transferred to a shipping carrier.

If a shipment is returned or lost because the customer supplied a materially incorrect or incomplete address, additional reshipping charges may apply where permitted by law.

16.Order Changes

If you need to request a change to your order, please contact support@Pratensia.com within 24 hours of placing the order.

We will make reasonable efforts to accommodate the request.

However, once the order has entered fulfillment or been transferred to a carrier, a change or cancellation may no longer be possible.

17.Refunds for Shipping Problems

Where a refund is approved because an order was lost, materially delayed and undelivered, cancelled where cancellation rights apply, or otherwise qualifies for a shipping-related refund, the refund will normally be issued to the original payment method.

Once we issue the refund, your bank, card issuer, PayPal, or other payment provider may require additional time to post the funds to your account.

Our shipping policy does not restrict any mandatory refund, replacement, cancellation, or consumer remedy available under the laws applicable to your purchase.

18. Contact Us

For shipping, tracking, lost-package, damaged-package, or delivery questions, contact:

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Shipping & Delivery