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Below are some of the questions we are most frequently asked. You can find more information using the help options to the left. If you can't find the information you are looking for feel free to e-mail us or phone us on 212 274-9000 ext 2. |
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How quickly will I get my order? |
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How quickly will I get my order? Orders received before 3:00pm EST are dispatched the same day. Orders received after 3:00pm EST are dispatched the following day. Delivery within the USA - Delivery timeframe within the USA: Items shipped within the USA will be sent via UPS or USPS Priority Domestic and will take up to 2 - 5 business days. o UPS 2nd Day Air: Will take 2 business days to be delivered. - Delivery timeframe to Canada, South America and Mexico: Items shipped to Canada, South America and Mexico will be sent via USPS Priority Mail International and will take up to 14 - 18 business days. Please be advised, tracking number provided within the email confirmation is NOT a tracking number. The number that is provided is only a Processed Delivery Confirmation number. Unfortunately when using USPS International, there is no way for Terra Plana to track this package and one would have to contact USPS.com customer service rep to inquire about shipped items. We apologize for any inconvenience. If you have any questions or concerns, you can reach us at 212 274 9000 ext. 2 Monday - Friday 10:00am to 5:00pm EST or you can email us at EcommerceUSA@terraplana.com. |
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How do I know if the goods I want are in-stock? |
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On all of our products we provide you with a stock status indicator depending on the selections you have made regarding color, size and quantity (where applicable).
If the size/color option you have selected shows as in stock, this means this item is available for dispatch.
If the size/color option you have selected has a stock status of out of stock, this item is not available and you will not be able to add it to your basket.
If the size/color option you have selected shows as notify me, this means that we do not currently have stock of that particular item but we are hoping to receive more stock. You can register your interest in this product by leaving us some contact details. If the item becomes available again you will receive e-mail notification. |
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Do I have to create an account? |
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You are not required to create an account if you wish to place an order with us. However, account holders are able to benefit from the following great features: · Faster shopping – quickly proceed through the check out as we will have all the details relating to the delivery of your order (with the exception of your card details which you will have to enter each time you order) · Track your order status – log-in to your account to check if your goods have been dispatched · View your order history – check what item/size you previously purchased via your Terraplana.com account. · Sign-up to email updates – be the first to hear about special offers and new products with our email updates
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I can't remember my password to log-in to my account, what should I do? |
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If you cannot remember the password you chose for your Terraplana.com account click here and enter the email address you provided when you set up your account. You will then be sent a new password. Once you have logged in with the password we have provided you can re-set your password to a password of your choice. |
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I haven't received my order, what should I do? |
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All USA goods are sent via UPS Ground, UPS 2nd Day Air and USPS Priority Domestic and are trackable. Your tracking number is contained within the email we send you when we confirm your order that has been dispatched. You can track your order at www.ups.com or www.usps.com . If you have difficulties tracking the order, please call us at 1-212-274-9000 ext 2 or email us at ecommerceusa@terraplana.com and we will be happy to help.
Canadian, South American & Mexican Customers: All goods are sent via USPS Priority International Mail. Please be advised, tracking number provided within the email confirmation is NOT a tracking number. The number that is provided is only a Processed Delivery Confirmation number. Unfortunately when using USPS International, there is no way for Terra Plana to track this package and one would have to contact USPS.com customer service rep to inquire about shipped items. We apologize for any inconvenience. If you have any questions or concerns, you can reach us at 212 274 9000 ext. 2 Monday - Friday 10:00am to 5:00pm EST or you can email us at ecommerceusa@terraplana.com.
- European Customers
European Customers: All goods are sent via Parcelforce and are trackable. Your tracking number is contained within the email we send you when we confirm your order has been despatched. You can track your order at www.parcelforce.com . If you have difficulties tracking the order please call us on +44 1458 449081 and we will be happy to help.
- UK Customers
All goods are sent via Parcelforce and are trackable. Your tracking number is contained within the email we send you when we confirm your order has been despatched. You can track your order at www.parcelforce.com . If you have difficulties tracking the order please call us on 01458 449081 and we will be happy to help.
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The goods I have received are faulty or damaged what should I do? |
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Upon receiving the goods, we recommend immediately checking the items for correct sizing, color and if they are faulty or damaged. If the goods we have sent you are faulty or damaged, please follow the following steps: · Take 3 or 4 detailed photos of the damaged/faulty area and attach them to an email · Within the email, please provide Full name, Order number and Description of the damaged/faulty product · Email to ecommerceusa@terraplana.com and allow 3-5 business days for review. Upon review, Terra Plana will then send you an email back with results and further instructions. · If you have any questions, you can contact us at 1 212 274 9000 ext 2 Monday through Friday from 9:00am to 6:00pm. |
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