SHIPPING POLICY

Urtara’s Shipping Commitment: Delivering Art with Care

At Urtara, we treat every Thangka as a precious cultural treasure—even during transit. Our shipping policy is designed to ensure your handcrafted artwork arrives safely, on time, and with the same care we put into creating it. Below is a detailed breakdown of our shipping process, so you know exactly what to expect.

Shipping Coverage & Destinations

We offer global shipping to nearly all countries and regions worldwide, including (but not limited to) North America, Europe, Australia, Japan, Singapore, and major cities across Asia, Africa, and South America. During checkout, simply enter your full shipping address (including postal code and contact number) to confirm if your location is serviceable.

Note: Due to local regulations or logistics restrictions, we may temporarily suspend shipping to certain regions. If your location is unavailable, our customer service team will contact you within 24 hours to discuss alternatives or process a full refund.

Shipping Methods & Carriers

To balance speed, safety, and cost, we partner with trusted international couriers specializing in fragile art shipping. The available methods will vary based on your destination, and you can select your preferred option during checkout:

Express Shipping: 3–7 business days.Urgent orders or time-sensitive gifts; includes real-time tracking and signature confirmation. (Carriers: DHL, FedEx Priority)

Shipping Methods & Carriers

To balance speed, safety, and cost, we partner with trusted international couriers specializing in fragile art shipping. The available methods will vary based on your destination, and you can select your preferred option during checkout:

Express Shipping: 3–7 business days.Urgent orders or time-sensitive gifts; includes real-time tracking and signature confirmation. (Carriers: DHL, FedEx Priority)

Standard Shipping: 10–18 business daysCost-effective option for non-urgent orders; includes basic tracking. (Carriers: DHL Economy, UPS Standard)

Specialized Art Shipping: 14–25 business days. For large or custom Thangkas (over 120cm in height); includes reinforced packaging, climate-controlled transit (where available), and white-glove delivery (select regions)

Shipping Costs

Shipping fees are calculated based on three factors: your destination, the weight/size of the Thangka, and the shipping method you choose. You can view the exact shipping cost before confirming your order by:

  • Adding your desired Thangka to the cart.
  • Proceeding to checkout and entering your shipping address.
  • Selecting a shipping method—your total cost (product + shipping) will update automatically.

Complimentary Express Shipping: Enjoy free Express Shipping on all orders over $1,500 USD (or equivalent in local currency). This offer applies to global destinations and is automatically applied at checkout when the order threshold is met.

Processing Time (Before Shipping)

Please note that shipping time does not include order processing time. Since each Urtara Thangka is handcrafted (or inspected for quality before dispatch), we need a small window to prepare your order:

  • For in-stock Thangkas: Processing takes 1–3 business days (includes careful packaging with acid-free tissue, reinforced cardboard boxes, and shock-absorbing foam to protect against damage).
  • For custom Thangkas: Processing time varies based on the complexity of your design (typically 2–4 weeks). Once your custom piece is finished, we will send you photos for approval before shipping, and then dispatch it within 1–2 business days of your confirmation.

Tracking Your Shipment

Once your order is shipped, you will receive a shipping confirmation email with:

  • A unique tracking number.
  • A direct link to the courier’s website (e.g., DHL Track & Trace, FedEx Delivery Manager).
  • Estimated delivery date (updated in real time).

You can also track your order by logging into your Urtara account and navigating to “Order History” → “View Order Details.” If tracking information does not update within 48 hours of receiving the email, please contact us—delays may occur due to customs clearance or courier system updates.

Customs Duties & Taxes

As an international buyer, please be aware that customs duties, import taxes, or brokerage fees may apply to your order. These fees are determined by your country’s customs regulations and are the sole responsibility of the recipient (Urtara does not cover or collect these charges).To help you prepare:

  • We will include a detailed commercial invoice with your shipment, listing the product as “handcrafted Thangka art” and its declared value (equal to your order amount).
  • For EU, UK, or US customers: You can check your local customs website (e.g., EU’s ICS, US CBP) to estimate potential duties using the HS code for “hand-painted textile art” (HS 6304.92).
  • If your package is held by customs, please follow their instructions to clear it—our team can provide additional documentation (e.g., proof of authenticity) if requested.

Shipping Delays & Issues

While we strive for on-time delivery, unforeseen delays may occur due to:

  • Customs clearance (especially during peak seasons like Christmas or Lunar New Year).
  • Severe weather (e.g., hurricanes, snowstorms) or global logistics disruptions.
  • Incorrect or incomplete shipping addresses (please double-check your address during checkout—missing apartment numbers or wrong postal codes are the most common causes of delays).

If your order is delayed beyond the estimated delivery time:

  • First, track your shipment using the provided link to check for updates.
  • If no progress is shown for 5+ business days, contact our customer service team with your order number—we will escalate the issue with the courier and provide you with a detailed update within 24 hours.

In the rare case that a shipment is lost or damaged in transit:

  • We will arrange for a full refund or send a replacement (if available) at no cost to you, provided you share photos/videos of the damaged package (or courier confirmation of loss) within 48 hours of delivery (or expected delivery date).

Packaging for Thangkas

To ensure your Thangka arrives intact, we use specialized packaging tailored to its delicate nature:

  • Small-to-medium Thangkas (under 80cm): Wrapped in acid-free tissue paper, placed in a rigid cardboard box lined with bubble wrap, and sealed with reinforced tape.
  • Large or custom Thangkas (over 80cm): Rolled loosely around a acid-free cardboard tube (painted side inward to avoid creases), wrapped in a cotton cloth, and shipped in a sturdy cylindrical shipping tube with foam end caps.