Shipping policy

This policy explains how orders placed directly with Terrawagen are processed, shipped, tracked, and handled when something goes wrong.

Order processing

We process orders Monday through Friday, excluding holidays and other posted closures. Our same-day processing cutoff is 2:30 p.m. Pacific Time. An in-stock order placed before the cutoff may leave that business day, but same-day shipment is not guaranteed. Orders placed after the cutoff or on a non-business day begin processing on the next business day.

A product page, checkout, quote, or order confirmation may provide a different processing estimate for a particular item. That item-specific estimate controls. Payment review, address questions, preorders, backorders, custom or made-to-order products, oversized or freight shipments, and unusually high order volume can add processing time.

If we cannot ship by a date we gave you, we will contact you with an updated estimate and any cancellation or refund choice required by applicable law.

Shipping methods and rates

We normally ship with UPS, FedEx, or USPS. We may use another carrier when appropriate for the package or destination, and we cannot guarantee a particular carrier unless we agree to it in writing.

Available services and shipping charges are shown at checkout based on the destination, package size, actual or dimensional weight, and service level. Any shipping promotion shown before you place an order controls for that order.

Carrier transit times are estimates and begin after the carrier takes possession of the package—not when a label is created.

Oversized and freight shipments

Many Terrawagen products require large or long boxes. Carrier handling charges and dimensional-weight pricing are included in the shipping amount shown at checkout when the system can calculate them.

Some very large items or destinations may require a separate freight quote or have limited delivery options. If so, we will contact you with the details and obtain your approval before collecting an additional shipping amount or proceeding with shipment.

Local pickup

When local pickup is offered for an item at checkout, wait for the Ready for pickup notice before coming to our Portland shop. Follow the pickup hours and instructions in that notice, and bring the order confirmation and any identification requested there.

International shipping

The destinations and delivery services currently available to an order are shown at checkout. Customs review can delay delivery, and destination-country rules may restrict some products.

If checkout expressly says that duties and import taxes are included, those amounts are included in the displayed order total. If checkout does not say they are included, the recipient may be responsible for duties, import taxes, brokerage, disbursement, or other customs charges collected by the carrier or local authority. The terms shown at checkout for your destination control.

If we collected import charges and a carrier asks you to pay the same charges again, contact us before paying so we can review the shipment.

Tracking

We will send tracking information after a shipping label is created. Tracking may take time to update, and a label-created event does not mean the carrier has the package yet. Once the carrier accepts the shipment, its tracking page is the best source for current transit updates.

Address changes and corrections

Please review the shipping address before placing your order. If you spot an error, contact us immediately. We will try to help, but we cannot guarantee a change or cancellation after fulfillment has started.

If an incomplete or incorrect address supplied with the order causes an intercept, return, or reshipment charge, the customer is responsible for that charge. This does not apply when the address problem was caused by Terrawagen or the carrier.

Damaged, incorrect, missing, or misdelivered packages

If a package arrives damaged, contains the wrong item, or is missing contents, contact us as soon as possible—preferably within 7 days after delivery. Send your order number and clear photos of the item, shipping box, label, and packing materials when possible, and keep the product and packaging while we review the claim.

If tracking has stopped updating, the expected delivery date has passed, or tracking says Delivered but you cannot find the package, first check the delivery address and any safe location, household member, neighbor, reception desk, or mailroom that may have accepted it. Then contact us so we can investigate with the carrier.

We may request reasonable information needed to verify the delivery issue. We will handle the carrier claim and work with you on an appropriate resolution, which may include a replacement or refund. The 7-day request helps with carrier deadlines; it does not shorten any nonwaivable right you may have for damaged, lost, or misdelivered goods.

Returns and questions

Returns are covered by our Return & Refund Policy.

For shipping help, contact:

Terrawagen LLC
info@terrawagen.com
4865 North Lagoon Avenue
Portland, OR 97217
United States