FREQUENTLY ASKED QUESTIONS
The registration process
Q: Are registry consultations available?
A: Yes! If you live near one of our stores you are welcome to stop in with your questions, or make an appointment to meet with a registry specialist. We are also available to help you by phone or e-mail.
Q: Can we edit our Terrestra registry at any time?
A: Yes, just go to the registry section of our site and click Create/Edit Registry. Make sure to save your changes (click Update) before quitting your browser. You can modify your registry both before and after it has been published for viewing by your guests.
Q: Can we add items to our registry that are in the Terrestra store, but not on the Terrestra web site?
A: This is often possible. One-of-a-kind pieces cannot be added to registries, but many other items can be added easily. We will do this for you; just let us know what you need.
Q: Is it possible to request special orders?
A: If you are interested in a line that we don't normally carry but it's produced by one of our usual suppliers, this may be possible. Some restrictions on ordering and purchasing may apply. Please let us know what you'd like to do and we'll be happy to look into this for you.
Q: The photos on my registry page show the correct items, but not all of them show the colors I selected. Can this be fixed?
A: Photos are not currently available for all items in all colors. We're gradually adding to our photo database and will replace photos when possible. But don't worry -- we will send you the colors you asked for!
Q: How can we inform family and friends that we are registered at Terrestra?
A: If you have a wedding page, include Terrestra as a link in the gift registry section. You can also download "We're registered at Terrestra" cards to send out with your announcements and invitations:
http://terrestra.com/registry/registry-card.pdf
Finally, word of mouth never fails!
The gift purchasing process
Q: Can my guests come to your store to purchase our registry gifts?
A: Of course, but your registry won't be updated online unless they tell us that's what they're doing. They are also welcome to order by phone.
Q: How and when are the gifts sent to us?
A: Gifts are shipped to you by UPS as they are purchased. In-stock items usually pack out within 48 hours, and you'll receive them within 3-7 business days, depending on your location. If the items purchased are out of stock and must be ordered, this can add anywhere from 2-8 weeks to the ship date. Please make sure we have your preferred shipping address on file and let us know if it changes. If you will be unable to receive shipments before a certain date, please specify the earliest ship date on your account info page.
Q: Can we pick up our gifts at your store?
A: No, we're sorry, but we have no space to store registry gifts for later pickup and no way to waive the shipping charges in our software. If your guests live near one of our stores, they are welcome to make their purchases in person and take the gifts to you themselves. This is the best way to minimize packaging and avoid shipping costs. You might also consider asking your guests to skip the gift wrap for their purchases.
Q: How will we know who has purchased registry gifts for us?
A: Our software maintains a list of all registry purchases made online. We can send you this list in an e-mail, but this is not done automatically. You may want to request the list occasionally -- after your bridal shower is often a good time, as well as after your wedding, to make sure you have all the information. A gift card is also included with each package we send you.
After the wedding
Q: What is the return policy on registry items?
A: Registry gifts cannot be returned for cash. If the items you wish to return are unused, and have not been designated as a special order or final sale, you are welcome to exchange them for any other items we carry. You may bring them to one of our stores if you like; if you are not in the San Francisco Bay area, our normal shipping charges will apply. Please see our Customer Service page for more information about returns:
http://www.terrestra.com/registry/customer-service.php
Q: Does Terrestra offer a completion program?
A: We do! If at least 50% of the value of your registry has been purchased within 30 days after your wedding date, we offer a one-time 10% discount on the remaining items to the registrants. Prices will be those in effect when the completion order is placed.
Q: How long will you keep our registry page online?
A: We usually leave registry pages up through the holiday season after your wedding, or longer at your request.
How to reach us
Q: Help! How can I reach Terrestra if I have a question?
A: Send an e-mail to customers@terrestra.com, or call us at 888-808-4438. We respond to all messages as quickly as possible. Please make sure we have your correct e-mail address and phone number so we can contact you.