Delivery Policy v1.0

At Tarsah, we are committed to delivering your orders safely, efficiently, and in compliance with the laws of the countries we serve. This Delivery Policy outlines our delivery methods, timeframes, responsibilities, and your rights as a customer.

For additional information about shipping costs and zones, please refer to our Shipping Terms.

2.1 Shipping Zones

We offer delivery through the following shipping zones:

2.2 Delivery Addresses

We deliver to most residential and business addresses within serviceable areas.

Please note:

• Delivery to P.O. boxes may not be available depending on courier restrictions.
• Some remote or hard-to-reach locations may have limited delivery options.
• Seasonal disruptions, weather conditions, or local restrictions may occasionally affect delivery.

Any restrictions will be communicated at checkout or via email before dispatch.

Delivery times are estimated from the date of dispatch and vary by shipping zone:

Important:

• Delivery times are estimates only and may be affected by customs clearance, public holidays, courier delays, or force majeure events.
• Business days exclude weekends and public holidays.
• You will receive an estimated delivery date at checkout and in your order confirmation email.
• Shipping costs are calculated based on destination and parcel weight, and will be shown at checkout.

We work with trusted domestic and international courier services to ensure reliable delivery across all our shipping zones:

The courier assigned to your order will be confirmed in your shipment notification email along with tracking information.

5.1 Tracking Information

Once your order has been dispatched, you will receive a shipment confirmation email containing:

• Your tracking number
• A direct tracking link
• Estimated delivery date

5.2 How to Track Your Order

You can track your order by:

1. Logging into your Tarsah account
2. Clicking the tracking link in your shipment confirmation email
3. Contacting our support team at support@tarsah.com with your order number

6.1 Delivery Attempts

Our couriers typically make 1–2 delivery attempts to your specified address.

If you are not available to receive the delivery:

• The courier may leave a notice with instructions for re-delivery or collection.
• You may be contacted by the courier to arrange a new delivery time.
• The package may be held temporarily at a local depot or pick-up point.

6.2 Incorrect or Incomplete Address

You are responsible for providing accurate and complete delivery information at checkout.

If delivery fails due to an incorrect, incomplete, or undeliverable address:

• Additional delivery charges may apply.
• Delays may occur while we verify the correct address.
• If the package is returned to us, you will be responsible for re-shipping costs.

6.3 Unclaimed Packages

If a package is not collected within the courier's holding period (typically 7–14 days), it may be returned to Tarsah.

• Storage fees (if any) are determined by the courier and may be passed on to the customer.
• If the package is returned to us due to non-collection, re-shipping fees will apply for re-dispatch.
• Refunds for unclaimed orders may be subject to restocking fees as outlined in our Refund Policy.

7.1 Domestic Shipments (Within Country)

For domestic deliveries within Bulgaria, Germany, or Egypt, no customs duties or import taxes apply. The price you see at checkout is the final price.

7.2 International Shipments

Eastern Europe Zone (from Germany):

Shipments from our Berlin hub to other EU countries (Romania, Greece, Hungary, Czechia, Croatia, Slovenia, Slovakia, Poland) generally do not incur customs duties, as they are within the EU customs union. However, local VAT regulations apply and are typically included in the product price.

Middle East Zone (from Egypt):

For shipments from our Alexandria hub to Middle Eastern countries (UAE, Bahrain, Saudi Arabia, Kuwait, Oman, Jordan, Lebanon), the recipient is responsible for all applicable:

• Customs duties
• Import taxes and VAT
• Clearance fees

These charges are not included in the product price or shipping cost and are determined by the destination country's customs authority.

7.3 Customs Delays

Customs processing times vary and are outside our control. Delays due to customs clearance may affect your estimated delivery date, particularly for Middle East zone shipments.

8.1 Damaged Packages

If your package arrives damaged:

1. Inspect the package immediately upon delivery.
2. Note any visible damage on the delivery receipt (if possible).
3. Contact us within 48 hours at support@tarsah.com with:
   • Your order number
   • Photos of the damaged packaging and contents
   • A brief description of the issue

We will investigate the issue with the courier and arrange a replacement or refund as appropriate.

8.2 Lost or Missing Packages

If your package has not arrived within the estimated delivery timeframe:

1. Check the tracking information for updates.
2. Contact the courier directly (using the tracking details provided).
3. If unresolved, contact us at support@tarsah.com within 7 days of the expected delivery date.

We will open an investigation with the courier and work to resolve the issue promptly.

If you will be absent during the expected delivery period, you may:

• Provide delivery instructions to the courier (where available).
• Arrange for someone else to receive the package on your behalf.
• Contact the courier to arrange collection from a local depot or pick-up point.

Note: We are not responsible for packages left in a safe place at your request or accepted by another person at the delivery address.

Tarsah will make every reasonable effort to deliver your order on time. However, we are not liable for delays or failures caused by events beyond our reasonable control, including but not limited to:

• Natural disasters, extreme weather, or pandemics
• Strikes, labor disputes, or transportation disruptions
• Government restrictions, customs delays, or security alerts
• Courier errors or third-party service failures

In such cases, we will notify you as soon as possible and work to minimise disruption.

For delivery-related inquiries, issues, or support, please contact us:

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

For more information, please review our related policies:

• Shipping Terms
• Refund Policy
• Exchange Policy
• Terms & Conditions
• Privacy Policy

We reserve the right to update this Delivery Policy at any time. Changes will be effective immediately upon posting on our website. The "Last Updated" date at the top of this policy will reflect the most recent revision.

We encourage you to review this policy periodically.