1. Overview

At Terralox, we are committed to delivering your order quickly, safely, and transparently. Please read this Shipping Policy carefully before placing your order. By purchasing from terralox.eu, you agree to the terms outlined below.

2. Shipping Destinations

We currently ship to all European Union member states and selected countries across Europe. If your country is not listed at checkout, please contact us at support@terralox.eu and we will do our best to assist you.

3. Order Processing Time

All orders are processed within 1–2 business days after order confirmation. Orders placed on weekends or public holidays will be processed on the next business day.

You will receive an email confirmation once your order has been dispatched, including a tracking number where available.

4. Estimated Delivery Times

Delivery times vary by destination. The following are estimates from the date of dispatch:

•       Domestic (North Macedonia): 1–3 business days

•       Balkans & Southeast Europe: 3–5 business days

•       Western & Central Europe: 5–8 business days

•       Northern & Eastern Europe: 6–10 business days

Please note these are estimates only. Actual delivery times may vary due to courier delays, customs processing, or other factors beyond our control.

5. Shipping Costs

Shipping costs are calculated at checkout based on your delivery address and order weight.

•       Free Shipping: available on qualifying orders as shown on our website

•       Standard Shipping: rates displayed at checkout

We regularly run free shipping promotions — check our announcement bar for current offers.

6. Cash on Delivery (COD)

We offer Cash on Delivery (COD) as a payment option in selected regions. When choosing COD:

•       Payment is made in cash directly to the courier upon delivery

•       Please ensure the exact amount is available, as couriers may not carry change

•       If you refuse delivery without a valid reason, we reserve the right to restrict future COD orders on your account

•       Repeated unjustified refusals may result in your account being limited to prepaid orders only

This policy exists to protect our couriers and ensure fair use of the COD service for all customers.

7. Order Tracking

Once your order is dispatched, you will receive a tracking number by email. You can use this number to track your parcel directly on the courier's website.

If you have not received a tracking number within 3 business days of your order confirmation, please contact us at support@terralox.eu.

8. Shipping Delays

While we always aim to deliver within the estimated timeframe, delays may occasionally occur due to:

•       High order volumes (e.g. holiday seasons, promotions)

•       Adverse weather conditions or natural events

•       Customs clearance for international shipments

•       Courier operational issues

Terralox is not liable for delays caused by third-party couriers or circumstances beyond our reasonable control. We will always do our best to keep you informed.

9. Failed Deliveries & Uncollected Parcels

If a delivery attempt is unsuccessful, the courier will typically:

•       Leave a delivery notification card with instructions

•       Attempt redelivery on the next business day

•       Hold the parcel at a local depot for collection (usually 5–7 days)

If a parcel is returned to us due to an incorrect address, failed delivery attempts, or refusal to collect, we will contact you. Reshipping costs may apply.

10. Damaged or Lost Parcels

If your order arrives damaged or is lost in transit, please contact us within 7 days of the expected delivery date at support@terralox.eu with:

•       Your order number

•       A description of the issue

•       Photos of any damage (where applicable)

We will investigate with the courier and offer an appropriate resolution, which may include a replacement or refund, in accordance with our Refund Policy.

11. Customs & Import Duties

For deliveries within the European Union, no additional customs duties apply. For shipments outside the EU, import duties, taxes, or customs fees may be charged by your local authorities. These charges are the responsibility of the recipient and are not included in our shipping fees.

We recommend checking your local customs regulations before placing an order.

12. Contact Us

If you have any questions about your shipment or this Shipping Policy, please get in touch:

•       Email: support@terralox.eu

•       Website: terralox.eu

We aim to respond to all enquiries within 1–2 business days.

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