Policies
Order Process
Order History
You should receive an email once your order is placed. If you have not received an order email, please check your spam folders. If you created an account, you should be able to view all orders placed under your account once you are logged in.
Order Processing Times
Our products are made without synthetic fragrances, preservatives, additives, dyes, or chemical ingredients. We hand make in small batches so that the botanical blends can be enjoyed at it’s highest potential.
Order Cancellation
If you need to cancel an order, please email us at info@terralite.com as quickly as possible. If your order has shipped, we will not be able to cancel your order. Instead you will need to email us with a return request within 7 days of delivery in order to receive a refund.
Refund and Exchanges
Refunds
If you are unhappy with your purchase and would like to return your unused items for a refund, please contact us within 7 days from receiving your order by sending us an email at info@terralite.com. Buyers are responsible for return shipping costs. If your request is made within the return window, we will provide you with a full refund on the items returned, minus your original shipping costs. Refunds are issued after we receive your return and can take between 1-5 business days depending on your banking institution.
* Please note that we will only accept unused, resalable items for return.
If you would like to make a return outside of the 7 day return window but within 30 days of your purchase date, we can offer you store credit minus shipping costs.
Please do not return items until you receive confirmation from our team and a return packaging slip to include with your package. Buyer assumes all return shipping costs. We highly recommend retaining tracking numbers for all return packages. We do not assume responsibility for compensation of returned packages lost in transit without proof of delivery to Terralite.
Exchanges
Unfortunately, we do not offer exchanges. If you would like to return an item and try a different product, you will need to email us with a return request and place a new order.
Damaged Goods
In the unfortunate event that your purchase was delivered damaged, please contact us within 2 days of delivery by emailing info@terralite.com with photos of both your damaged product AND the original shipping box (specifically any damaged area of the box if any). We do require images of both product and box in order to determine the best resolution. Once we receive this information, we will issue you a refund to your original form of payment, or ship out a replacement as quickly as possible.
Shipping
Process
Once your order ships, an “Order Complete” email will be sent to you that contains tracking information. If you have not received this email, please check your spam folder. If you are still unable to locate this email, please contact us at info@terralite.com so that we can help you locate your order.
Domestic
Most orders are shipped via USPS. You can expect your order within 1-7 business days after it is shipped depending on your US location. For larger orders we ship UPS ground, which can take between 3-7 business days.
International
For international orders we use USPS flat rate international packaging or UPS for larger orders. We find this to be the most cost effective way to get packages overseas.
Lost or Stolen Packages
Please note that USPS has been experiencing some delays recently with updating tracking information. Once packages leave our warehouse, Terralite has no control over tracking or shipping delays.
All packages are insured. If your package is lost or stolen, please contact the shipping courier to inquire about your package. Terralite does not issue refunds for packages that are lost or stolen. If the shipping courier determines that your package is lost, we will work with you to file a claim for your lost package and take any necessary steps to ensure that you receive your order.
Privacy
Please visit our Privacy Policy Page for complete details.