Frequently Asked Questions
Q: I have not received any emails about my order. Was it placed?
A: We send out an Order Confirmation email shortly after placing your order so that you can make sure to have a receipt. If you did not receive one, and it is not in your spam folder, it is possible the order was not fully placed or that your email was entered incorrectly. Please contact us via email at email@example.com, and we'll make sure it gets straightened out.
Q: Where is my order?
A: You can check the status of your order through our Track Order page on our website. Just enter your email to check on the status of your package. Additionally, please check your inbox for a shipping confirmation email. If you can't find it, please contact us at firstname.lastname@example.org with the name of the recipient, the email address used to place the order, and the order number. We'll provide you with additional details on your package status.
Q: My package is missing. What should I do?
A: Please check the status of the shipment through the order tracker page on our website. If you have not received your package in a timely manner, it may have been lost in transit by USPS or DHL.Please email us at email@example.com, and we'll personally take care of your situation and get your items delivered ASAP!
Q: My order is being returned to Terratokes. What do I do?
A: If your order is undeliverable due to a customer or address error, it will require reshipment. You will need to cover the cost of the second attempt. Only after the original order has returned to our warehouse in Los Angeles will we be able to send it out again. Please email firstname.lastname@example.org to ensure we have the correct address.
Q: I received my order and noticed a mistake. How can I get it fixed?
A: If Terratokes makes a mistake on your order, we will do everything possible to correct our blunder. Please contact us through our email email@example.com with your name, order number, and what error occurred (pictures encouraged!) so that we can make it up to you ASAP. In case the mistake was on the customer's side, you will need to cover the costs of reshipment.
Q: I entered the wrong address, can I change it?
A: Please email us within 12 hours of placing your order, and we may be able to correct the address. Please see part of our terms of service below:
Section 6.1 - Accuracy of Information Provided: You agree to provide current, complete, and accurate purchase and account information for all purchases made at our store. You agree that after your order is placed, it is not possible to change the address, or product variant. You agree to select the right intended products and variants before completing your order, as well as providing the correct address.
Q: How long does shipping take?
A: We ship the product one business day after you place the order. The product should arrive within 5-10 business days from the time you placed it. During busy seasons, it can take longer, and shipping time estimates will be updated during checkout. We may also offer expedited shipping to help your order arrive faster during these seasons. Standard shipping generally takes about 5-10 business days after your order is created, processed, and shipped within the United States and 10-14 days internationally. We ship all of our packages out of Los Angeles, and exact shipping time is based on your proximity to our location.