Shipping policy

1. Shipping Destinations

Pexterra (hereinafter referred to as "we," "us," or "our") currently provides shipping services exclusively within the United States, including the contiguous United States and other areas where our logistics partners are able to provide delivery services in accordance with their operational capabilities.

At this time, we do not offer international shipping outside the United States. All orders placed through our online store are subject to a delivery availability check before order processing begins.

2. Shipping Fees and Taxes

All prices displayed on our website are listed in U.S. Dollars (USD) and include applicable sales taxes where required.

Our shipping fees are as follows:

  • Orders totaling $300.00 or more qualify for free shipping.

  • Orders totaling less than $300.00 are subject to a flat shipping fee of $12.99.

The final order amount, including any applicable shipping fees and taxes, will be clearly displayed before you complete your checkout.

3. Order Cut-Off Time

Our customer service and order processing hours are Monday through Friday, from 9:00 AM to 12:30 PM and 2:00 PM to 6:00 PM (Eastern Time, ET).

Orders confirmed and paid for before 6:00 PM (ET) will begin processing on the same business day.

Orders placed after 6:00 PM (ET), as well as orders received on weekends or public holidays, will be processed starting on the next available business day.

The actual processing start date may vary depending on the business calendar and applicable operational conditions.

4. Order Preparation and Processing Time

Once payment has been confirmed, our team will review your order information, prepare the products, conduct the necessary quality checks, and arrange shipment with the appropriate carrier.

The estimated order processing time is 1–3 business days.

During this stage, we perform tasks such as order verification, shipping information confirmation, packaging preparation, and logistics coordination to help ensure accurate and successful delivery.

5. Estimated Delivery Time

Once your order has been handed over to the shipping carrier, the estimated transit time is approximately 5–8 business days.

The total delivery time may be affected by external factors, including unfavorable weather conditions, carrier-related issues, peak shopping seasons, or other circumstances beyond our control.

6. Shipping Carriers

To provide safe and efficient delivery services, we work with reputable shipping carriers, including:

  • UPS

  • DHL

  • FedEx

The carrier assigned to your order will be selected based on factors such as the delivery address, service availability, and the specific logistics requirements of your order.

7. Order Tracking

Once your order has been shipped, you will receive a confirmation email containing the relevant shipping information, including:

  • Order number.

  • Purchase summary and payment confirmation.

  • Assigned shipping carrier.

  • Tracking number, when available.

You can also check the latest status of your order through the "Order Tracking" section on our website by entering the email address or phone number used when placing your order, together with your order number.

Tracking information will be updated according to the latest data provided by the shipping carrier responsible for your delivery.

8. Shipping Responsibility and Liability

8.1 Damaged Products or Undelivered Orders

If your order arrives damaged, contains missing items, or has not been delivered within a reasonable estimated delivery period, please contact us as soon as possible so that we can initiate an investigation with the shipping carrier.

To help us investigate and resolve the issue, we may request photographs, delivery-related documents, or other additional information as necessary.

8.2 Changes and Cancellations During Transit

Once your order has been handed over to the shipping carrier, any requests to change the delivery address, cancel the order, or modify delivery arrangements will be subject to the carrier's operational capabilities and cannot be guaranteed.

We recommend contacting our customer service team as soon as possible so that we can review your request and determine whether the requested changes can be accommodated.

8.3 Delivery Address and Customer Responsibility

Customers are responsible for providing complete, accurate, and up-to-date shipping information when placing an order.

We are not responsible for delays, returned packages, or failed deliveries resulting from incorrect or incomplete address information, delivery access difficulties, or repeated recipient absence.

9. Recommendations Upon Receiving Your Order

To help ensure that your order is received in good condition, we recommend the following:

  • Inspect the external condition of the package before accepting delivery.

  • Confirm that the number of packages received matches the information provided in your order.

  • Check the contents of your shipment within a reasonable period after delivery.

  • Keep the original packaging and all related documentation until you have confirmed that your order has arrived in satisfactory condition.

If you notice any irregularities, please contact us as soon as possible so that we can provide appropriate assistance.

10. Contact Information

If you have any questions or concerns regarding shipping, order tracking, or the delivery process, please contact our customer service team through the following channels:

Business Address: 829 Dawson St, Waco, TX 76704, USA

Customer Service Phone: +1 (254) 412-8279

Email: info@pexterra.com

Customer Service Hours:

Monday–Friday: 9:00 AM–12:30 PM and 2:00 PM–6:00 PM (Eastern Time, ET)