Shipping policy

Last updated: October 18 2024

Tenterra (“we” and “us”) is the operator of the website www.tenterra.com (“Website”). By placing an order through this Website, you agree to the terms below. These terms are designed to ensure both parties are aware of, and in agreement on, our shipping process, protecting both sides and setting expectations for our service.

1. General

Subject to stock availability, we aim to maintain accurate stock counts on our website. However, on rare occasions, there may be a stock discrepancy, and we will be unable to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products and contact you regarding the backordered item, offering you the option to either wait for restocking or receive a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions, and the destination of the items in the order. Payment for shipping is collected at checkout and will represent the final shipping cost to the customer.

3. Returns

3.1 Return Due to Change of Mind

Tenterra will gladly accept returns due to a change of mind, provided a return request is received within 30 days of receipt of the item. The item must be returned in its original packaging, unused, and in resellable condition. Return shipping costs are the responsibility of the customer, and the customer must arrange their own shipping. Once we receive and accept the returned items, refunds will be issued in the form of store credit for future purchases. You will be notified by email once your return has been processed.

Tenterra will refund the value of the goods returned but not the value of any shipping fees paid.

3.2 Warranty Returns

Tenterra will happily honor valid warranty claims if submitted within 30 days of receiving the items. Customers must prepay the return shipping, but we will reimburse you upon a successful warranty claim.

Once your warranty claim has been confirmed (within 15 days of return receipt), you will be offered one of the following options:

(a) A refund to your payment method
(b) A refund in store credit
(c) A replacement item (if stock is available)

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 – 7 business days.

4.2 Transit Time Internationally

International orders are typically in transit for 4 – 22 days, depending on the courier you select during checkout. We can offer a more specific estimate during checkout based on your chosen courier.

4.3 Dispatch Time

Orders are usually dispatched within 3 business days of payment. Our warehouse operates Monday – Friday during standard business hours, except on national holidays.

4.4 Change of Delivery Address

You can change your delivery address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

Tenterra may not ship to P.O. box addresses in some locations due to courier limitations.

4.6 Military Address Shipping

We are able to ship to military addresses using USPS but are unable to offer this service through certain courier services.

4.7 Items Out of Stock

If an item is out of stock, we will cancel and refund the out-of-stock item(s) and dispatch the rest of the order.

4.8 Delivery Time Exceeded

If delivery time exceeds the forecasted time, please contact us so we can investigate.

5. Tracking Notifications

Upon dispatch, you will receive a tracking link that will allow you to follow your shipment’s progress with the latest updates from the shipping provider.

6. Parcels Damaged in Transit

If a parcel is damaged in transit, if possible, please reject the parcel from the courier and contact us. If the parcel has been delivered without you being present, please contact our customer service with further details.

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website.

7.2 Import Duties & Taxes

For international shipments, import duties and taxes may be payable upon arrival in the destination country. This varies by country, and we encourage you to be aware of these costs before placing an order.

If you refuse to pay duties and taxes upon arrival, the goods will be returned to Tenterra at your expense, and a refund will be issued for the value of the goods, minus the cost of return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations

If you change your mind before receiving your order, we can accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance

9.1 Process for Parcels Damaged in Transit

We will process a refund or replacement as soon as the courier completes their investigation into the claim.

9.2 Process for Parcels Lost in Transit

We will process a refund or replacement once the courier has investigated and deemed the parcel lost.

10. Customer Service

For any customer service inquiries, please email us at support@tenterra.com.

Shipping Cutoff Times:

  • Order Processing Time: 1-3 business days (Mon-Fri)

  • USA Delivery Time: 3-5 business days

  • Canada Delivery Time: 1-5 business days

  • International Delivery Time: 7-22 business days

We ship via USPS, UPS, Canada Post, and ChitChats.