United States
Deliveries and Returns
We’ve aimed to answer most questions but if we haven’t do get in touch.
Delivery
- UPS Ground, Delivery to the USA - sent from USA
- UPS 2nd Day Air, Delivery to the USA - sent from USA
- USPS Domestic, Delivery to the USA - sent from USA
- USPS International, Delivery to Canada, South America and Mexico - sent from USA
- How quickly will I get my order?
- What Zone am I in?
- How much would shipping cost per Zone?
- I haven’t received my order, what should I do?
- Shipping Liability
- Return or Exchange
- There are three main ways to return goods to us.
- Order Cancellation Policy (Restocking Fee)
- Refusal of Order Upon Delivery
Returns
Delivery & Cost
UPS Ground, Delivery to the USA - sent from USA
Shipping within the USA via UPS Ground 2-5 business day service is calculated by the following zone options relating to the order contents:
Please scroll down for a listing of all cities/countries within their Zones and shipping rates.
For example: A pair of Shoes and Trip Clips that will be shipped to Nebraska will cost $17 for delivery. This will follow zone 4 which comprises $15.00 for the shoes and then an additional $2.00 for the Trip Clip, which is classed as an item that is less than 3lbs.
2 pairs of shoes that is being shipped to Nebraska would require shipping of $23.00 - $15.00 for the 1st pair, $8.00 for the 2nd.
UPS 2nd Day Air, Delivery to the USA - sent from USA
Shipping within the USA via UPS 2nd Day Air service is calculated by the following zone options relating to the order contents
Please scroll down for a listing of all cities/countries within their Zones and shipping rates.
For example: A pair of Shoes and Trip Clips that will ship to Minnesota will cost $26 for delivery. This will follow zone 3 which comprises $22.00 for the shoes and then an additional $4.00 for the Trip Clip, which is classed as an item less than 3lbs.
2 pairs of shoes being shipped to Minnesota would require shipping of $34.00 - $22.00 for the 1st pair, $12.00 for the 2nd.
USPS Domestic, Delivery to the USA - sent from USA
Shipping within the USA via USPS Priority Mail (Domestic) service is calculated by the following zone options relating to the order contents. Please be advised, this delivery option is only available for Hawaii & Alaska, PO Box addresses and Army Based addresses.
Please scroll down for a listing of all cities/countries within their Zones and shipping rates.
For example: A pair of Shoes and Trip Clips that will ship to Hawaii will cost $22 for delivery. This will follow zone 6 which comprises $18.00 for the shoes and then an additional $4.00 for the Trip Clip, which is classed as an item less than 3lbs.
2 pairs of shoes being shipped to Hawaii would require shipping of $26.00 - $18.00 for the 1st pair, $8.00 for the 2nd.
***Please be advised, when choosing USPS Domestic or International, Terra Plana and USPS does not provide any form of tracking number. The Number provided within the email is a reference number regarding your processed and shipped order. We apologize for any inconvenience. To Try and track, one must contact contact USPS.com.
USPS International, Delivery to Canada, South America and Mexico - sent from USA
Items shipped Canada, South America and Mexico will be sent via USPS Priority Mail International 14-18 business day service. Shipping is calculated by the following zone options relating to the order contents:
Please scroll down for a listing of all cities/countries within their Zones and shipping rates.
For example: A pair of Shoes and Trip Clips that will be shipped to Canada will cost $32.00 for delivery. This will follow zone 1 which comprises $25.00 for the shoes and then an additional $8.00 for the Trip Clip, which is classed as an item less than 3lbs.
2 pairs of shoes being shipped to Canada would require shipping of $33.00 - $25.00 for the 1st pair, $8.00 for the 2nd.
***Please be advised, when choosing USPS Domestic or International, Terra Plana and USPS does not provide any form of tracking number. The Number provided within the email is a reference number regarding your processed and shipped order. We apologize for any inconvenience. To Try and track, one must contact contact USPS.com.
How quickly will I get my order?
UPS Ground or USPS Priority Domestic Items shipped within the USA will take up to 2-5 business days.
UPS 2nd Day Air: Will take 2 business days to be delivered. Please be advised Saturday delivery is not inclduded.If ordering shoes on a Friday, shoes will not arrive until the following Tuesday or Wednesday.
USPS Priority International: Items shipped to Canada, South America and Mexico will take about 14-18 business days.
***Please be advised, when choosing USPS Domestic or International, Terra Plana and USPS does not provide any form of tracking number. The Number provided within the email is a reference number regarding your processed and shipped order. We apologize for any inconvenience. To Try and track, one must contact contact USPS.com.
What Zone am I in?
UPS and UPS 2nd Day Air Zones
USPS Domestic Zones
USPS International Zones
***Please be advised, when choosing USPS Domestic or International, Terra Plana and USPS does not provide any form of tracking number. The Number provided within the email is a reference number regarding your processed and shipped order. We apologize for any inconvenience. To Try and track, one must contact contact USPS.com.
How much would shipping cost per Zone?
Cost of UPS Ground Shipping Zones
Cost of UPS 2nd Day Air Shipping Zones
Cost of USPS Domestic and USPS International Shipping Zones
*Please be adivsed, USPS Domestic is only for customers who have PO BOX addresses, Army based addresses and/or located in either Hawaii or Alaska.
***Please be advised, when choosing USPS Domestic or International, Terra Plana and USPS does not provide any form of tracking number. The Number provided within the email is a reference number regarding your processed and shipped order. We apologize for any inconvenience. To Try and track, one must contact contact USPS.com.
I haven’t received my order, what should I do?
All USA goods are sent via UPS Ground & UPS 2nd Day Air and are trackable except USPS Domestic. Your tracking number is contained within the email we send you when we confirm your order that has been dispatched. You can track your order at www.ups.com or www.usps.com . If you have difficulties tracking the order, please call us at 1 212 274 9000 ext 2 or email us at ecommerceusa@terraplana.com and we will be happy to help.
Canadian, South American & Mexican Customers: All goods are sent via USPS Priority International Mail. Reference number is contained within the email we send you when we confirm your order that has been dispatched. You can track your order at www.usps.com. If you have difficulties tracking the order, please call us on 1 212 274 9000 ext 2 or email us at ecommerceusa@terraplana.com and we will be happy to help.
***Please be advised, when choosing USPS Domestic or International, Terra Plana and USPS does not provide any form of tracking number. The Number provided within the email is a reference number regarding your processed and shipped order. We apologize for any inconvenience. To Try and track, one must contact contact USPS.com.
Shipping Liability:
Terra Plana ships all domestic orders via the United Postal Service (UPS) and all international orders via United State Postal Service (USPS). All domestic orders sent via UPS will be issued their order tracking number. International orders are not issued a tracking number unless customer requests for insurance and delivery confirmation. If that request is made before order is dispatched a tracking number will be issued. Terra Plana is not liable for items lost, stolen or damaged in the mail and upon delivery of merchandise to the carrier, you will assume the risk of loss and title for the merchandise. You are responsible for any additional shipping charges and fees incurred from customs clearance including any duties and additional taxes.
Returns
Return or Exchange
If for any reason you are not completely satisfied upon receiving your order, you have 30 days form original transaction date to return the UNWORN ITEMS for a refund or exchange. This does not affect your Statutory Rights. The customer is responsible to pay for the return shipping back to Terra Plana but if you ask for an exchange we will pay to post any goods we send back out to you. You will be refunded the full amount for the goods (postage and packing will not be refunded) when requesting a refund.
IMPORTANT NOTES: In order to return or exchange you should verify that your order complies with the following:
- The item(s) are unworn and unused: The inside and the soles of the shoe(s) are clean with no obvious signs or odor due to wear.
- The item(s) must be sent back in the same condition in which they were received. Please note all items are inspected prior to shipment. In the case you no longer have the original packaging it should be substituted by one of the same size and may be subject to a restocking fee. Any damage incurred to the shoe box due to packaging labels will be subject to a restocking fee.
- When all conditions are met, Terra Plana will refund the cost of the goods except the initial delivery cost plus delivery to return the item(s). Should you wish to exchange for a style of a lower price, Terra Plana will refund the difference. Should you wish to exchange for a style of a higher price, you will need to pay the difference. If it is an exchange of size, model or color, the second S&H charge from Terra Plana to the customer will be free.
IMPORTANT NOTE: Insoles are final sale. No exchanges or refunds on insoles.
If these conditions are met, Terra Plana will refund the cost of the goods except the initial delivery cost. Should you wish to exchange for a style of a lower price, Terra Plana will refund the difference. Should you wish to exchange for a style of a higher price, you will need to pay the difference. If it is an exchange of size, model or color, the second S&H charge will be free. Once we have received a return we will refund you the total amount of the cost using the original method of payment, minus the postage charges. If the return or exchange takes place due to a manufacturing fault or quality defect by Terra Plana, the total amount of the shoes will be refunded.
Please note it may take up to a week to process a refund or exchange. In the case of authorized returns, the amount paid will be refunded.
There are three main ways to return goods to us.
Return via USPS Domestic - this option requires you to re-pack your goods and take them to your local Post Office where you will need to request to send the goods back using the relevant service.
- Please ship item back to
- Attn: Ecommerce Department
- Terra Plana
- 254 Elizabeth Street
- New York, NY 10012
Return via UPS Ground - this option requires you to re-pack your goods and take them to your local UPS Store where you will need to request to send the goods back using the relevant service.
- Please ship item back to
- Attn: Ecommerce Department
- Terra Plana
- 254 Elizabeth Street
- New York, NY 10012
Return via Fedex Ground - this option requires you to re-pack your goods and take them to your local Fedex Store where you will need to request to send the goods back using the relevant service.
- Please ship item back to
- Attn: Ecommerce Department
- Terra Plana
- 254 Elizabeth Street
- New York, NY 10012
Canadian, South American & Mexican Customers - please use your local postal service where you will need to request to send the goods back using the relevant service.
- Please ship item back to
- Attn: Ecommerce Department
- Terra Plana
- 254 Elizabeth Street
- New York, NY 10012
Whichever option you choose – don’t forget to include your returns form so we know who the goods is from! If you have any queries please call us at 1 212 274 9000 ext. 2 and one of our helpful team members will be happy to advise you. You can also e-mail ecommerceusa@terraplana.com.
Order Cancellation Policy (Restocking Fee)
You may cancel an order the same day it was placed before 5:00pm EST. Upon cancelling an order after it has been processed and/or dispatched a restocking fee will be charged. This fee will be 5% of your total cost including shipping fee.
If the order has been "Dispatched" and you no longer wish to keep, one must await the arrival of the item. Follow the instructions on the back of the invoice requesting a refund. The original shipping fee + additional shipping fee to send back to Terra Plana will not be reimbursed.
No refund to the credit/debit card will be given until goods are received back into the possession of Terra Plana in an unworn condition with original packaging. No refunds will be given on worn items. Any damage incurred to the shoe box may be fined a restocking fee at the description of the Web Manager.
