Our Return Policy
Due to COVID-19, and the temporary closure of our stores, we are being flexible with some of our policies.
• We will be extending our return policy to accept returns after 60 days for in-store purchases. Please note that all items purchased online can be returned via mail. For information on how to do so, reference our ‘How to Return Online Orders’ below.
• We are now offering FREE mail returns of online orders.
• We will be extending our price adjustment policy outside the 14-day timeframe for in-store purchases. To request a price adjustment for an online purchase please contact us.
It is our hope that you’ll be completely satisfied with your purchase at Terrain. If you aren’t, Terrain accepts returns on all non-plant products within 60 days of purchase or shipment when accompanied by an original receipt or packing list. Within 60 days, we can refund your purchase to the original method of payment. After 60 days, we will refund your purchase with a merchandise credit. Items purchased with a price that ends in 0.97 cents are Final Sale and not eligible for returns or exchanges. Merchandise without an original sales receipt may qualify for an exchange only at the current retail selling price. Please see below for exceptions regarding furniture, containers, artifacts, and live plants.
Return online orders by mail or in a store. Follow the steps below to start your return online by mail and print your return label. Items purchased in a store must be returned to a store. Locate a store near you to return your item(s) in a store.
HOW TO RETURN ONLINE ORDERS
To return merchandise purchased on shopterrain.com, online orders placed at one of Terrain store locations, or orders placed by phone, please follow the easy steps below!
1. LOCATE YOUR ORDER
If you have a Terrain account, sign in, select Order History, then locate and select the order you wish to return. Guest orders and orders received as gifts may be found by checking your Order Status.
2. START A RETURN & PRINT YOUR RETURN LABEL
Once you've located your order, select Start a Return and follow the instructions to print your label. Upon completion, you will receive an email with tracking information, as well as a copy of your label in case it is misplaced.
3. AFFIX RETURN LABEL
Affix the return label to your package, and be sure to remove (or cover) the original shipping label.
SCHEDULE A COMPLIMENTARY USPS PICKUP
SCHEDULE A COMPLIMENTARY UPS PICKUP
Return labels are only available for orders shipping to the continental US and no additional postage is required. However, a $9.95 shipping charge will be deducted from your refund. Please note, shipping fees are non-refundable. Please allow approximately 1-2 weeks for processing. Additional delays may occur. You will receive an email notification when your return has been processed (be sure to check your spam folder).
ADDITIONAL RETURN OPTIONS
Use the Shipping Method of Your Choice
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:
766 Brackbill Road
Gap, PA 17527
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.
Furniture and Containers
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 as floor models or damaged is Final Sale and therefore non-returnable.
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 800-732-2306.
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 800-732-2306.
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.
Rare, Unusual, and Hard-to-Find Plant Buying Policy
You will be able to inspect your plant upon pick up at our nursery. Our nursery staff can assist you with any plant care questions you may have at that time. This is a live plant, so occasional scarring and broken leaves are normal. Additionally, please remember plants may go through dormant periods or show signs of stress during their life. Many problems can be fixed if detected in time. Please refer to our care instructions to make sure your plant is getting the proper light, water, drainage, and soil for it to stay healthy. With this in mind, please understand that we cannot accept returns, refunds, or exchanges for plants once you leave the store with your plant purchase.
When a return can be facilitated within 60 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 60 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.
A one-time price adjustment will be granted on full price purchases only if an original sales receipt is presented within 14 days of purchase.