WHERE DO YOU SHIP?
We ship to all 50 states within the USA, including Hawaii and Alaska. We also ship internationally to selective countries that you will see listed within the checkout. If you don't see your country, please email us at firstname.lastname@example.org
and we might be able to help redirect you to one of our international partners that carriers TerraVita within your country.
WHAT SHIPPING METHODS DO YOU OFFER?
We offer free standard shipping on all USA orders, anywhere in the United States. Our standard shipping orders are processed within 2-3 business days from the payment date and generally takes 5-10 business days to arrive from the ship date. Additionally, we offer expedited shipping starting at $15. The final price for this option will be given at checkout and is determined by order volume and shipping address.
Please note, that we only ship and deliver on business days and that only expedited orders placed before 11:00am PST on a business day will ship that same day. For example, an order placed with expedited shipping on Thursday at 2:30pm PST will ship out the next day, Friday, and generally takes 1-3 business days to arrive from the ship date.
If you're located in Hawaii or Alaska, you may experience some additional days in transit times. The carrier (FedEx or USPS) will be automatically selected based on the shipping address.
Our international shipping orders are processed within 2-3 business days from the payment date and are shipped by FedEx International Economy, which includes your import taxes, duties and custom fees. Please note, that international mail generally takes 10-15 business days to arrive from the ship date. We are not responsible for custom delays or if your package has been returned (or seized) due to your country's regulations.
WHAT ARE YOUR PROCESSING TIMES?
We know you want your new TerraVita products ASAP (can't blame you), so all standard and international shipping orders are processed within 2-3 business days from the payment date and expedited shipping orders placed before 11:00am PST are processed the same business day.
Please note: that all standard, expedited and international shipping orders are only processed and shipped Monday - Friday, excluding weekends and holidays.
HOW CAN I TRACK MY ORDER?
Once your order has been shipped, you will receive a shipping email confirmation with a tracking number. Please note that it often takes the service carrier 24-48 hours to scan a package and then update the tracking information within their system. Rest assured that your order has shipped and is on its way to you! You should be able to see an update within 2-business days of shipment.
If you did not receive it, please email us at email@example.com and we will be happy to provide you with your tracking number.
CAN I EXPEDITE MY ORDER?
No problem! Please go ahead and select expedited shipping (generally takes 1-3 business days to arrive from the ship date) in your checkout cart; you’ll have to cover the difference in shipping cost, but we are sure it will be worth it.
CAN I CANCEL OR ADJUST MY ORDER AFTER IT HAS BEEN PLACED?
No. To ensure that you receive your order as quickly as possible, we are unable to cancel or make changes after it has been placed.
WHAT IF I PUT IN THE WRONG SHIPPING ADDRESS ON MY ORDER?
If you entered in the wrong shipping address, please notify us at firstname.lastname@example.org
within 30 minutes from your order being placed so we can update that right away for you. If it has gone beyond 30 minutes, unfortunately we are unable to edit your shipping information and are not responsible for lost orders due to incorrect address provided by the customer, (this includes wrong apt/house #, wrong street, etc.).
WHAT IF MY ORDER ARRIVES AND IT WAS UNCLAIMED OR REFUSED?
We are not responsible for orders that are unclaimed or refused by the customer. Any unclaimed or refused orders are not eligible to be returned for a refund.
MY ORDER STOPPED TRACKING, WHAT SHOULD I DO?
If you order has stopped tracking, we deem a package "lost" if the FedEx or USPS tracking has not updated for 7-business days. Sometime facilities don't scan and FedEx or USPS can be delayed, but if it has been 7-business days with no updates on your tracking, please email us at email@example.com
so we can look into this right away!
WHAT SHOULD I DO IF MY PACKAGE SAYS DELIVERED, BUT I HAVEN'T RECEIVED IT?
If you cannot find your package, please contact FedEx or USPS first. You will be able to see which carrier delivered your package by clicking on your tracking number and viewing the final delivery notification. Please double check the area around your doorstep and your mailbox right away. We also suggest talking to neighbors and other members of your household to see if someone brought in your package. If you cannot locate the package after 3-business days from delivered date, please email us at firstname.lastname@example.org so we can help you further.
WHAT IF MY PACKAGE WAS DAMAGED IN TRANSIT?
Please check your shipment carefully upon arrival to ensure it has not been damaged by the shipping carrier in transit. All claims for damaged product must be made within 2-business days of the package being delivered.
To report shipping damage, please email us at email@example.com. All shipping damage claims must include detailed information of the damage as well as photographic evidence.
WHAT IS YOUR RETURN POLICY?
We offer returns for any unopened products purchased within the last 30 days. They must be in the same condition you received it and in its original packaging. All requests for a return must be received within the 30 day window, starting from the day of your order purchase date. Products that are opened are not eligible for a return. You will be responsible for the cost of return shipping, which is none refundable. If you're shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.
Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund, within 5-7 business days from your return delivery date. If you're approved, then your refund will be processed minus original shipping cost, and a credit will automatically be applied to your original method of payment, within 7-10 business days.
To start the return process, please email us at firstname.lastname@example.org. If you have any questions about our return policy, please contact us. We are here to help!
**Please note, any disputed order charges are not eligible to be returned for a refund.**