Customer service

Welcome! 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 email or phone and get a response within 24 hours from a helpful customer service expert right here in Northern California. Your satisfaction is our highest priority, and we appreciate your business!


Customer Service topics

Accepted forms of payment

Our online store accepts credit card payments via Mastercard, Visa, American Express, and Discover. We also accept payment via PayPal and Apple Pay. 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 color or style for immediate shipment. If you prefer not to accept a substitute and do not wish to wait for your item to be restocked, you may cancel your order and receive a full refund.

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 contact us as soon as possible. We are glad to make changes if we can do so before your purchase has shipped. Depending on your purchase method, your credit card provider may deduct a service charge of up to 3.5% from the canceled/refunded amount. Please be aware that registry purchases are not eligible for cancellation or refund.

Shipping and shipping charges

We provide free shipping for leather goods over $75. Shipping charges for all other items are based on a combination of their cost, size, and weight. Shipping charges will appear during the checkout process before payment is required. 

We ship primarily via USPS Priority Mail, First Class, 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 California 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 contact us 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 exchanges

We want you to be completely satisfied with your purchase from Terrestra and we are here to help. If you wish to return something you have ordered, please send it back to us as soon as possible. Please note that one-of-a-kind artworks are not eligible for return.

We must receive the item you are returning within 30 days of the date when it was delivered, or it cannot be accepted for return/exchange. Returned items must be complete, in perfect new condition, insured for the full purchase amount, and packed as received in the original packaging materials. Items that have been used cannot be refunded.

Enclose your order number and contact information to expedite processing, and address the package to:

Terrestra Returns
PO Box 579
Fair Oaks, CA 95628

If you would like to exchange the item you are returning, please let us know and we will be glad to assist you.

If you wish to return an item you received as a gift, you are welcome to exchange it for a gift card (with no expiration date) or select a different item. We are unable to provide refunds to anyone except the original purchaser. Please enclose your contact information with the returned item so we can help you with the gift card or replacement.

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

Refunds

Refunds issued for cancelled or returned orders are usually credited back via the same card or service with which you made your payment (refunds over $400 are issued via mailed check). If you received free or partially subsidized shipping for an item you return, the actual cost of shipping your order will be deducted from your refund. Please be aware that registry purchases are not eligible for cancellation or refund.

Damaged or defective merchandise

If you receive an item that is damaged or defective, we're very sorry that happened! We will arrange to have it replaced for 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.

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 contact us 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 contact us before placing your order.

Gift cards

We offer two types of gift cards:

Our e-cards and physical cards are not interchangeable but they work the same way. Any unused balance on either type of card can be carried forward and used at a later date. If necessary, one gift card type can be converted to the other; please allow 24 hours for processing. Please note that physical cards should be treated with the same care as cash; if lost they cannot be replaced.

If you have questions about our gift cards or are unsure which type is appropriate for your gift recipient, please contact us for assistance.