Shipping policy

Last updated 24 March 2025

How Turqelis packs, ships and tracks orders placed at turqelis.com. Turqelis is a trading name of CRONUS COMMODITIES LIMITED.

Processing time

Orders are picked, packed and handed to the carrier within 1 to 3 business days. Business days are Monday to Friday, excluding public holidays. An order placed on a Saturday is processed the following week.

You will receive a dispatch email with a tracking number when the parcel leaves us. If you have not had one within 5 business days, email us — occasionally an address needs checking and the message goes to spam.

Rates and services

United States — Free Standard Shipping. Free on every order. Typically 7 to 12 business days.
United States — Expedited Shipping. $24.99. Typically 4 to 6 business days.
Rest of world — International Standard. $19.99. Typically 10 to 20 business days.

Transit times are working estimates from the day of dispatch, not guarantees, and they exclude the 1 to 3 day processing window. Customs inspection, carrier backlogs and weather add time and are outside our control.

How we pack

Every lamp is double-boxed. The base is wrapped and suspended in moulded foam inside an inner carton, the shade travels in its own box, and both go inside an outer carton. Nothing makes porcelain unbreakable, but very little arrives damaged, and what does is replaced.

Tracking

The tracking number in your dispatch email works on the carrier's site. International parcels often show no movement for several days after leaving Hong Kong and then update in a block once they clear the destination country. This is normal and is not a sign that anything is lost.

Addresses

We ship to the address you enter at checkout. Please check it before paying: once an order is with the carrier we cannot redirect it. If you spot a mistake before dispatch, email us immediately and we will correct it.

We cannot ship these items to PO boxes, and we do not ship to freight forwarders.

Duties, taxes and customs

Prices are in US dollars and do not include import duty, VAT, GST or any other charge your country levies on incoming goods. Where such charges apply, the carrier collects them from you on delivery. We cannot estimate them in advance and cannot refund them.

Refusing a parcel to avoid duties is treated as a return: the item comes back to us, you are refunded for the goods only, and the outbound and return carriage is deducted.

Lost, delayed and damaged parcels

If tracking has not updated for 10 business days, email info@turqelis.com with your order number and we will open an investigation with the carrier. Carriers usually require 15 to 30 days before declaring a parcel lost; once they do, we replace or refund the order.

If a parcel arrives damaged, photograph the outer carton before unpacking anything further and email us within 7 days. Full terms are in our Refund Policy.

If a parcel is marked delivered but is not with you, check with neighbours and your building first, then email us. We will chase the carrier, but we cannot be responsible for a parcel stolen after a confirmed delivery.