This page describes policies and services for our online store only. For any questions about customer service or policies in our retail stores, please contact the store directly. Your satisfaction is our highest priority, and we appreciate your business!
Accepted forms of payment
Our online store accepts payment by Visa, Mastercard, American Express, and Discover.
Terrestra store credits, gift certificates, and gift cards may not be used for online purchases at this time. However, gift cards may be used for purchases made by phone.
Sales tax
Sales tax will be added to all web store orders delivered within California.
Shipping
The total charge for all purchases made in our web store will include a shipping and handling fee, which also covers packing and insurance. If a shipping promotion applies to your order, the shipping charge will be waived or reduced accordingly. We ship via UPS Ground to the continental 48 states (up to 7 business days, depending on location). Please contact us by phone at 888-808-4438 to arrange for shipping to Hawaii, Alaska, or locations outside the United States, or to request expedited shipping.
Order confirmation
An e-mail confirmation notice is sent automatically to the address you provided as soon as we receive your order (usually within a few minutes). If you fail to receive this notice, it may have been filtered out by your e-mail account or internet service provider. We receive and process web orders 7 days a week.
Delivery time / order status
Items in stock are shipped within 1 business day of receiving your order. Out-of-stock items may take two to six weeks. We cannot guarantee delivery of web orders by a particular date, but can often estimate arrival times for a specific order. Please call 888-808-4438 if you have questions.
Order cancellation
If you wish to cancel an order for items in stock that have not yet been packed or shipped, we will refund the purchase amount in full. Once an order has been processed or special-ordered from the manufacturer, we will refund the purchase amount minus a cancellation fee of $15 or 15% of the purchase price, whichever is greater. Once an order has been shipped, it cannot be cancelled; see Returns below.
Returns
If you need to return something you have ordered, please call Terrestra at 888-808-4438 within 10 days of package arrival so we can authorize the return. No returns will be accepted without prior authorization.
All returned items must be complete, unused, packed in the original packaging materials, and insured for the full purchase amount. We cannot accept items damaged in transit due to improper packing.
A restocking fee of $15 or 15% of the purchase price, whichever is greater, will be deducted from the cost of returned merchandise. The balance will be credited to your card. We may contact you by phone to complete this transaction.
Damage claims must be made within 10 days of package arrival; please inspect your order immediately upon receipt. Damaged merchandise will be picked up and replaced at no cost to you if it has been kept in its original packaging.
Special note about Heath Ceramics
Purchasers of Heath Ceramics, particularly those who are ordering replacement items for dinnerware sets, should be aware that the handcrafted nature of this line 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 Heath glazes 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 Hoganas Keramik
We maintain a large inventory of Hoganas Keramik dinnerware, but do not always have all items in all colors. The delivery time for out-of-stock Hoganas items is typically 10 weeks. If your order is a gift, or if you need delivery sooner, we encourage you to call us toll-free at 888-808-4438 so we can help you select items or colors we have in stock.
Telephone orders
We are happy to take orders by telephone for all items we sell in our retail stores, as well as all items available via our web store. Please note that special offers available in the web store may apply only to purchases made online. You are welcome to call the store at 888-808-4438 and we'll be happy to assist you.
Registry orders
Our gift registries are now entirely automated and all registry purchases may be made online. Gifts will be sent to the address we have on file for the registry couple unless you provide a different shipping address when you place your order.
Special offers available in our web store may not apply to registry purchases.
Once a registry order is placed and filled, the items purchased may not be returned unless they are damaged or defective. We will replace such items as quickly as possible once the recipient brings them to our attention, which must happen within 30 days of receiving the gift. Under no circumstances will the purchase price of registry gifts be refunded to the gift recipients.
Technical support
If you have any difficulty purchasing from our online store or one of our gift registries, we want to hear about it so we can correct the problem. Please send us an e-mail or call us at 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.
The terms and conditions below apply to all uses of terrestra.com.
Privacy
Terrestra is strongly committed to respecting customer privacy. We will not share any information about you with any other party. We will ask you only for the information we need to process your order and to contact you if a question arises. This information includes a telephone number where you can be reached during business hours. We will not use customer telephone numbers for any other purpose.
Security
We take all feasible industry-standard precautions to protect the security of your personal information (such as your name, address, and telephone number). Your credit card data is not stored or used for any purpose other than your purchase transaction.
Terms and policies changes
Any changes to these terms and policies will be posted on our web site, and effective on the day that such notice is posted. The new terms will replace any prior terms at that time.
Last updated August 2007.