Shipping Info and Return Policy
We will ship your orders via UPS Ground, UPS Next Day Air, UPS 2nd Day Air, UPS 3 Day Service. The cost of shipping is based on (a) the shipping option you select when placing your order; (b) total size and weight of your item(s), and (c) your ship-to address. To determine shipping cost for your order, simply add all items to cart, input your Zip Code, State and select your desired Shipping Method. You will be shown a total estimate shipping cost in your Shopping Cart. Shipping rates are estimated. Actual shipping charges may vary. We do not charge any added handling fees. You only pay UPS shipping rates.
It is your responsibility to confirm the proper receipt of all items as indicated on your packing slip. Failure to report shipping discrepancies within 7 days prevents us from effectively troubleshooting the issue. Variances reported after 7 days will not be issued any credit regardless of circumstances.
We promise to do our very best in bringing you the highest quality products in a timely and efficient manner. However, in the event you need to return certain item(s), we will gladly assist you towards getting a refund in accordance to the following guidelines:
For Refund: All returns must be authorized by Tera Grand within 30 days after you receive the order. All returns except those of defective product are subject to a 15% restocking fee. Shipping and handling cost is not refundable. Merchandise must be returned in its original condition with original receipt and RMA (Returned Merchandise Authorization) number. An RMA number must be issued prior to shipment of any item to Tera Grand. We will not accept returns without prior authorization and an RMA number. Unauthorized items returned to Tera Grand not originally requested will be returned or refused at sender’s expense.
Once issued, RMA numbers are valid for 15 days within which time Tera Grand must receive the returned item(s). Once issued, RMA numbers will not be extended, reissued, or modified. When requesting an RMA number, please be as detailed as possible and include the reason you are returning the item. Using this RMA number we will be able to track your request and credit your charge card appropriately. Once you receive your RMA number, you will need to print the RMA label and affix it to the package before sending it to us.
For Replacement: After 30 days, Tera Grand will only replace items deemed defective during the product's warranty period. An item returned cannot be exchanged for a different item. Tera Grand will pay the cost of shipping the replaced items back to the customer.
Please note: Discontinued items are not eligible for replacement.
Who Pays for Return Shipping Costs?
We will pay the return shipping costs IF the return is a result of an error on our part. When the error does not lie with us, the customer is responsible for all related shipping costs.