It is our hope that you will be completely satisfied with your order from terrain. We will give thoughtful consideration to your request for a return, exchange, or credit of our products and services. Terrain will accept all non-plant products at any time for any reason. If you are not satisfied with your purchase for any reason, please let us know and we will take care of you. We will credit your original form of payment for returns mailed within 30 days of the shipping date and issue a terrain e- gift card if mailed after 30 days. Returns for merchandise that are not accompanied by a packing list will be refunded at their current selling price. Please see below for exceptions regarding furniture, 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 can be returned within 30 days from the date of delivery for a full refund. After 30 days terrain will replace any manufacturers defect for up to one year. If one of our furniture items does not meet your expectations, it may be returned for a refund or exchange within 30 days of delivery. Furniture must be returned in like-new condition with original packaging and materials. Customers are responsible for any return shipping costs. All furniture pieces purchased on sale are non-returnable. If you have additional questions about our furniture return policy or questions about your purchase, please contact our furniture customer service representative at 877-5TERRAIN.
All terrain artifacts are aged pieces found by our merchants around the world. The unique character and weathering of these pieces display their historical significance. All artifacts are sold "As Is"-if one of our artifacts does not meet your expectations it may be returned for a refund or full return within 30 days. Artifacts must be returned in their delivered condition. Customers are responsible for any return shipping costs. If you have additional questions about our artifacts return policy or questions about your purchase, please contact our artifacts customer service representative at 877-5TERRAIN.
In stores, terrain will replace trees and shrubs for up to one year from the original dated receipt. In all cases, returned plant material must be presented in the form of the plant itself or a photograph. Replacement covers the original purchase price of the plant material including 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. We ask that you take extra care with your living plants as credit will not be issued for plant material that does not survive due to lack of care or forces of nature. 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.
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.
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. Most returns will process in approximately two to three weeks, depending on your method of return. Gift card purchases will be refunded in the form of another card and mailed to your billing address.
If you have purchased items that are now on sale, we will gladly offer you a price adjustment if the original date of shipment was within 14 days of the sale offering. In store price adjustments will gladly be honored within 14 days of date of purchase. Original receipts must be presented to process price adjustments.