It is our hope that you’ll be completely satisfied with your purchase at terrain. We will give thoughtful consideration to your request for a return, exchange, or credit of our products and services. terrain accepts returns on all non-plant products within 30 days of purchase or shipment date when accompanied by an original store sales receipt or packing list. Within 30 days, we can refund your purchase via the original method of payment. After 30 days, we will refund your purchase with a merchandise credit. If any return is not accompanied by a receipt, a merchandise credit will be issued at the current selling price. Please see below for exceptions regarding furniture, containers, artifacts, and live plants.
To Make a Return
Please fill out the return/exchange form on the back of the packing slip. Record your "reason for return" next to each returned item on the back of the slip. Use the "RETURN ADDRESS LABEL" provided on the front of the packing slip, or address the shipment to:
755 Brackbill Road
Please note: the Return Address Label does not include postage; apply postage separately before mailing. Take the parcel to the carrier of your choice for shipment. We recommend that you insure and track the package. terrain is not responsible for packages returned without tracking information.
All furniture items purchased at full price can be returned within 30 days of delivery for a refund of the merchandise cost. Furniture must be returned in like-new condition. Returns should be made in the original packaging and materials, when possible. Shipping and handling fees are non-refundable. Any furniture purchased on sale or at a discounted price is Final Sale and therefore non-returnable.
terrain will replace any manufacturer’s defects for up one year after the date of delivery. Final Sale merchandise is not eligible for replacement due to manufacturer’s defects. We are unable to offer refunds for furniture, fountains, and containers that are damaged by weather conditions or customer wear and tear.
All returns of furniture items, as well as cancellations of furniture orders made after 24 hours from the date and time of order placement, are subject to a restocking fee of 15% of the total merchandise cost. Return shipping and handling fees will be covered by the restocking fee. If you have additional questions about our furniture return policy or questions about your purchase, please contact our furniture customer service representative at 877-583-7724
Items that are part of the “Terrain Collective” are artifacts: unique items chosen for their beauty and representation of the terrain lifestyle. Artifacts are often old or antique, but not always. An item is a part of the Terrain Collective and classified as an artifact due to its rarity, the difficulty involved in its discovery, or its limited production. The unique character and weathering of each piece reflects its historical significance.
All Terrain Collective items are sold "As Is;” if an artifact does not meet your expectations, it may be returned for a refund of the merchandise cost within 30 days. Terrain Collective items must be returned in their delivered condition. Shipping and handling fees are non-refundable. Any Terrain Collective item purchased on sale or at a discounted price is Final Sale and therefore non-returnable.
Returns of all oversized Terrain Collective items, including furniture, fountains and garden structures, as well as cancellations of orders made after 24 hours from the date and time of order placement, are subject to a restocking fee of 15% of the total merchandise cost. Return shipping and handling fees will be covered by the restocking fee.
If you have additional questions about our Terrain Collective return policy or questions about your purchase, please contact our artifacts customer service representative at 877-583-7724.
In stores, terrain can accept returns only for trees & shrubs delivered and planted by terrain. Tree and shrub returns will be accepted for up to one year from the original dated receipt. We are not able to accept returns for roses, vines, or other live plants.
We ask that you take extra care with your living plants as they are perishable and subject to variable conditions such as weather, transportation, soil quality, watering, and positioning in your garden. Acceptance of our plant products at the time of sale is considered proof of good health and survivability. Because live plants are subject to variable conditions, we’re not able to offer a guarantee or refund, with the exception of delivered/ planted trees and shrubs. If a tree or shrub delivered and planted by terrain does not survive, we will offer a replacement within one year of purchase; this refund will cover the original purchase price of the plant material as well as planting and delivery fees. Every effort will be made to replace the original plant material. For items not in stock, a merchandise credit will be issued.
For online customers, if a plant arrives damaged, dead, or does not meet your expectations, we will replace it free of charge or issue a refund. Please contact us at (877) 583-7724 within 48 hours of delivery for return instructions.
We are happy to share our expertise with you to maximize your success with our plants, trees, and shrubs. At the time of purchase, please see one of our Nursery Specialists or refer to our planting and watering guideline sheets for more information on how to care for plant materials.
When a return can be facilitated within 30 days of purchase, a refund will be credited back to your original method of payment, and will post approximately two days after the date of processing. It may take up to two billing cycles for the credit to appear on your monthly credit card statement. For returns made more than 30 days after a purchase, we will issue a merchandise credit. Most returns will process in approximately two to three weeks, depending on your method of return. For online customers, gift card purchases can be refunded in the form of another card that is mailed to your billing address.
If you have purchased items that are now on sale, we will gladly offer you a price adjustment. For online orders, the price may be adjusted if the original date of shipment was within 14 days of the sale offering. Please contact us within 14 days of shipment notification for price adjustments to online orders. In-store price adjustments will be honored within 14 days of the date of purchase. Original receipts must be presented to process in-store price adjustments.