Effective Date: October 23, 2026
Issued by PRO-TEHNA d.o.o. | Operated on www.pro-tehna.com
This Shipping Policy applies to all gardening tools, plant care supplies, and other products ordered through our official e-commerce platform, including our full catalog of ergonomic garden trowels, galvanized steel watering cans, reusable wooden plant labels, and related outdoor gardening items. It outlines every detail of our order processing, delivery, customs, and logistics services to eliminate confusion, set clear delivery expectations, and build customer confidence before checkout. By completing your purchase on our website, you acknowledge full understanding and agreement to all terms specified in this policy.
1. Order Processing Timeline
All orders submitted before 14:00 local Croatian time on business days (Monday to Friday, excluding official public holidays of Croatia) will be processed within 24 working hours after your payment is fully confirmed. For orders placed after 14:00, or on weekends and public holidays, processing will start on the next following business day.
Before we dispatch your package, our warehouse team will conduct a full quality check on your ordered items: for example, we will verify that the blade of your selected Heavy Duty Stainless Steel Garden Trowel has no manufacturing defects, the spout of your Long Spout Galvanized Steel Watering Can has no leaks, and all your Mini Blackboard Plant Labels are complete with no missing units. You will receive a dispatch confirmation email at lumiq@pro-tehna.com right after your package leaves our warehouse, which includes your unique tracking number and a link to view real-time logistics updates.
2. Shipping Methods, Costs and Delivery Timelines
We offer 3 standardized shipping solutions tailored for different customer needs, with rates calculated based on order total, shipment weight, and delivery region:
- Standard Domestic Shipping (within Croatia): Free for all orders over 40€. For orders under this threshold, a flat rate of 3.99€ applies. After dispatch, packages will be delivered to addresses in Zagreb, Rijeka, Split and other major cities within 2 to 3 business days, while deliveries to remote rural areas will take 4 to 5 business days.
- EU Economy Shipping: Flat rate of 7.99€, free for orders over 80€. Estimated delivery time ranges from 5 to 9 business days after dispatch, with full end-to-end tracking available for all shipments.
- Express Shipping (available for select EU regions): Flat rate of 14.99€. Orders placed before the daily processing cutoff can arrive at your designated address within 2 to 4 business days, prioritized for fast clearance and last-mile delivery.
All shipping costs consist of base freight, standard fuel surcharge, and basic customs processing fee. Additional surcharges including remote area delivery fee will be explicitly notified to you before checkout, with no hidden costs applied after order confirmation.
3. Customs, Duties and Cross-Border Compliance
As a Croatian registered business operating under EU unified tariff rules, all our cross-border shipments strictly follow official regulatory requirements to reduce clearance risks:
- For shipments within the EU single market, no extra customs duties or VAT will be charged upon delivery, as all required taxes are already included in the product price you pay at checkout.
- For shipments sent to regions outside the EU, you may be required to pay applicable import duties, local VAT and clearance processing fees defined by your local customs authority. All declared values on shipping documents follow CIF standards that include product value, freight and insurance cost. We will prepare complete required documents including commercial invoice, full product list and necessary EU conformity certification materials for your package to support fast customs release.
- All our retail products for local circulation on Croatian market are pre-printed with clear Croatian-language labels with usage instructions, safety warnings and manufacturer information, to avoid extra labeling costs or clearance delays at Croatian ports.
If any customs issue occurs that prevents your package from smooth delivery, our support team will coordinate with local clearance partners to help resolve the problem as quickly as possible.
4. Shipping Exceptions and Issue Handling
In very rare cases, force majeure events such as extreme weather, temporary logistics network adjustments, or customs policy updates may cause minor delivery delays. Our support team will contact you proactively to notify you of the situation, provide updated estimated delivery time, and assist you with alternative solutions if needed.
If your tracking information shows that your package is marked as lost during transit, you can submit a request to our customer service team within 10 business days after the estimated delivery date. We will launch a full investigation with our carrier partner immediately, and once the loss is confirmed, we will arrange a free re-shipment of your full order for you as quickly as possible.
If you have any questions about our shipping policy, delivery status, or logistics related concerns, you may contact PRO-TEHNA d.o.o. at any time via the following official channels:
- Office Address: Maksimirska cesta 64, 10000 Zagreb, Croatia
- Support Email: lumiq@pro-tehna.com
- Contact Phone: +385 98 968 8384
Our customer service team is available from 9:00 to 17:00 on Croatian business days, and will respond to your valid inquiry within 2 working days.