Refund & Return Policy
At Terrain Tek, our products undergo a rigorous selection process, and we do our best to ensure customer satisfaction. The following policies apply in the United States.
To request a return, exchange, or refund, you have 30 days from the date of delivery to do so.
Reach our agents during business hours of Monday through Saturday, 9am - 5pm, MST, at (888) 726-4343, or email sales@terraintek.com at any time.
Order Cancellations: After you purchase any products from us, it will take 1-2 business days to process your order. You can cancel your order without penalty as long as you do so within 1 business day.
If you cancel your order later than 1 business day or after your order has been shipped, you will be responsible for return shipping costs, a 20% restocking fee, and the processing fees of the order.
Cancellations of Custom Orders
Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order.
These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for custom made and made-to-order products.
Please Read the Following
When you are making a purchase from Terrain Tek, you are acknowledging the following of the Exchange Agreement:
- I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Terrain Tek within 24 hours of the product being delivered.
- I understand that I am liable for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. There will be no return shipping label provided by Terrain Tek at this time.
- I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
- I understand that if my order has left the warehouse, I am unable to receive a full refund.
- I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees, restocking fees of 20%, and the processing fees of the order.
- I agree not to cancel orders or file a chargeback due to delays or incorrect estimated times caused by factors outside the control of Terrain Tek, such as manufacturing and logistical constraints of partner companies.
Exchanges
If you need to exchange your product, you may do so within 30 days of delivery. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.
Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 20% cancellation fee + return shipping costs.
After receiving an item, if you decide you wish to exchange it, you must keep the item(s) and its original packaging until your exchange request is processed and accepted. We will notify you as soon as the product you requested becomes available or offer a suitable alternative.
If you need to make an exchange, you'll have to cover the cost of shipping both ways. There will be no return shipping label provided at this time.
How can I make start the return process?
Contact our customer support team at sales@terraintek.com before returning your item. Please provide the following information, so that we may confirm your transaction and address any after-sale concerns you may have:
- Order confirmation email
- Name and address on the order
- Quantity and description of the item(s) being returned or exchanged
- The reasons for a return or exchange
- A photo or video showing the product that was delivered to you
Issuance of Refunds
Once the returned product has been examined and the problem has been identified, we will provide a refund. There will be a processing time of 5-15 business days for refunds. To request a refund that has been delayed longer than 15 days, please contact us at sales@terraintek.com.
All refunds will be refunded back to the original form of payment.
Shipping Times
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages. All orders are dispatched within 1-2 business days and delivered within 2-7 business days.
Order delays have proven to be unavoidable and outside of Terrain Tek's control. While this might be frustrating, we ask you to please be patient and understanding with us. We thank you for your business and appreciate your patience.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to sales@terraintek.com, and we will process an insurance claim on your behalf.
Photos and videos must be sent for freight damage within 24 hours of arrival, or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.
Warranty
Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.
Returns
The Terrain Tek default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page.
All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.
BOGO Promotions
In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above.
Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact sales@terraintek.com.
Chargebacks
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Contact sales@terraintek.com for any questions.
By using the site, you agree to these terms of use; if you do not agree, do not use the site.
If you have any questions, comments, or concerns, please reach out to us.
Phone: (888) 726-4343
Business Hours: Monday - Saturday, 9am- 5pm MST
Email: sales@terraintek.com