Customer service

Welcome!  This page describes policies and services for our online store.

If you've had it up to here with automated customer service (press 3 for an aspirin) or help desks on other continents, rest assured: if you have questions before, during, or after you place an order, you can contact us by phone or email and get a response from a helpful customer service expert right here in the San Francisco Bay Area. We want to make sure that you have the best possible experience in all of our stores, including the one online. (If you have a customer service question for our retail store, please contact the store directly.)

Your satisfaction is our highest priority, and we appreciate your business!

Accepted forms of payment

Our online store accepts credit card payments via Mastercard, Visa, American Express, and Discover. We also accept payment via PayPal. Terrestra e-gift cards bought on our web store may also be used for online purchases (we regret that physical gift cards obtained in our retail store cannot be used online).

Please note that sales tax will be added to all web store orders delivered within California.

Order confirmation

We receive and process web orders 7 days a week. An email confirmation notice is sent automatically to the address you provided as soon as we receive your order (usually within a few seconds). If you fail to receive this notice, it may have been filtered out by your email account or internet service provider.

Charges to your credit card or PayPal account

Your card is charged when you place your order. This payment reserves your place in the queue of waiting customers and guarantees that all orders are filled in the sequence received.

We stock a vast amount of merchandise but some items are in great demand and sell out frequently. As a result we do not always have every possible variant on hand. If an item you ordered is out of stock, for some product lines we may contact you by email to offer you the option of selecting a substitute for immediate shipment. If you prefer not to accept a substitute or wait for the item you requested, you may cancel your order and receive a full refund.

As soon as we know your preference we are always glad to send a substitute, process a refund, or send the out-of-stock item you requested as quickly as possible.

Order changes and cancellations

We process orders very quickly, but we can sometimes modify an order once the fulfillment process has begun. If you want to reach us about changes to your order, please call us (1-888-808-4438 during business hours, 10-6 Pacific time Monday-Saturday) or send us an email (at all other times) as soon as possible. We are glad to make changes if we can do so before your purchase has shipped.

If you wish to cancel an order for items that have not yet been packed or shipped, we will refund the purchase amount in full.

Shipping

The total charge for purchases made in our web store may include a shipping and handling fee, which also covers packing and insurance against damage or breakage. We ship primarily via USPS Priority Mail or UPS Ground to the continental 48 states (up to 5 business days, depending on location). 

Please take a moment to verify your requested shipping address. Shipping labels are generated automatically from the information you type, so any errors will appear on your label and may make your package undeliverable.

You are welcome to call us at 1-888-808-4438 to arrange for shipping to Hawaii, Alaska, or locations outside the United States, or to request expedited shipping. Due to the high cost of international shipping, as well as customs charges and related fees, shipments to destinations outside of North America require a minimum purchase of $500.

Delivery time / order status

Items in stock at our Bay Area warehouse are shipped within 24 hours whenever possible. At our discretion, we may ship some orders directly from our suppliers' warehouses in other locations in order to provide faster delivery. It is always our goal to deliver your order as quickly as possible.

Out-of-stock items shipping from US suppliers take 2-4 weeks (some handcrafted items may take longer). Out-of-stock items shipping from overseas suppliers take 4-12 weeks. Items are shipped as soon as they become available, so you may receive a partial shipment, followed later by one or more shipments of backordered items. There is no extra shipping charge for multiple deliveries.

We cannot guarantee delivery of web orders by a particular date, but can often estimate arrival times for a specific order. We encourage you to notify us if your purchase is needed in time for a special occasion. Please call 1-888-808-4438 if you have questions.

Shipment tracking information

We will send a shipping notification email when your order ships. The notification will include the shipping service (UPS, FedEx, or USPS) and a tracking number so you can track your order. If shipping is done via one of our suppliers' warehouses, the arrival of this notification may be delayed briefly. We are working on improvements to make the notification process more timely and efficient.

Returns and refunds

We want you to be completely satisfied with your purchase from Terrestra and we are here to help. If you need to return something you have ordered, please call us toll-free at 1-888-808-4438 within 10 days of package arrival so we can authorize the return. No returns will be accepted without prior authorization. Once authorized, returns must be received at Terrestra within 30 days of the date you received your order.

When you contact us, we will provide you with shipping instructions. If you received a damaged or defective item, we may email you a return label at no cost. All other returns must be sent back at your own expense and return shipping fees are not refundable. If you would like us to provide a return label for your purchase, we can do so on request and deduct the shipping cost from your refund.

All returned items must be complete, unused, insured for the full purchase amount, and packed in the original packaging materials if possible. We cannot accept items damaged in transit due to improper packing.

If you request a refund on a purchase for which you received free shipping, the shipping cost will be deducted from the refund issued. The balance will be credited to your card. We may contact you by phone to complete this transaction. If you wish to exchange the item you are returning, we will be glad to assist you.

Damage and product defect claims must be made within 5 days of package arrival; please inspect your order immediately upon receipt. Damaged merchandise will be replaced at no cost to you if it has been kept in its original packaging. Please keep both the merchandise and the packaging while we are in the process of filing a claim with the carrier. We will let you know when these items can be redirected or discarded.

Refunds issued for cancelled or returned orders will be credited back to you via the same card or service with which you made your payment. Since this process requires the intervention of both people and banks, we regret that it is not instantaneous. We will do our best to speed matters along but please allow at least 8-10 business days for the funds to reappear. Thank you for your patience!

The above return and refund policies apply to regular-price items sold online at terrestra.com. They do not apply to in-store or telephone purchases, international purchases, or items sold at clearance prices (30-50% off).

Special note about ceramic dinnerware

Purchasers of ceramic dinnerware, particularly those who are ordering replacement items for dinnerware sets, should be aware that the handcrafted nature of these items can result in noticeable variations in glaze color, edge thickness, and other production details. These variations are not defects and exact matches for older pieces cannot be guaranteed. Many styles and colors have also been discontinued over the years and are no longer in production. If you are concerned about details of this nature, please call Terrestra before placing your order and we will be happy to advise you. We can also recommend substitutions for colors that are no longer available.

Special note about handcrafted items

By their nature, handcrafted items are one-of-a-kind and may not exactly resemble the photos on our web store, or precisely match the dimensions indicated. Such variations are not product defects and are characteristic of ceramics, glassware, and textiles made by an artist one piece at a time. If you have questions about possible product variations, please call us before placing your order.

Telephone orders

We are happy to take orders by telephone for all items we sell in our retail store, as well as all items available via our web store. Please note that special offers available in our retail store may not apply to purchases made online, and vice versa. You are welcome to call us at 1-888-808-4438 and we'll be glad to assist you.

Technical support

If you have any difficulty purchasing from our online store, we want to hear about it so we can correct the problem. We are aware that some features of this site do not display correctly on Internet Explorer; you may wish to use a current version of Safari, Chrome, or Firefox instead.

Should you encounter any problems, please send us an e-mail or call us at 1-888-808-4438 and describe the situation as best you can. We may contact you for more detailed information. We appreciate your willingness to bring these matters to our attention.