Frequently Asked Questions

What is the processing time for orders?
Processing time is typically 3 to 5 business days. Keep in mind, processing time may vary depending on sales, promotions, and holidays.

What’s the status of my order?
Once you’ve received your shipping confirmation email, you can click on tracking number and see the status of your delivery. It may take 24 hours for tracking updates to appear. If you have any questions about the status of your order, please reach out to us anytime.

What if I need to change or cancel my order?
Once an order is placed, if you’d like to add on products, please send us an email at [email protected]. If you need us to cancel an order, please reach out to us right away and be sure to include your order number in your request. Once an order has been dispatched, we are unable to cancel the order until it is returned to us.

How can I edit my shipping address after I already placed an order?
If your order is shipping to an incorrect address, please contact us right away at [email protected].

Do you offer international shipping?
Yes, we ship internationally! When checking out, simply enter your address and you can choose from the listed shipping methods available. We highly recommend choosing a shipping method with insurance included for package insurance. If you are experiencing any trouble, please email us at [email protected] so we can assist you.

How are duty fees handled for international orders?
Orders that are shipped outside of Canada may be required to pay additional taxes and duties upon delivery. Knowledge and payment of these fees is the responsibility of the customer. For more information, please check with your local customs prior to placing your order.

What is your return policy?
We do not accept returns because of the environmental impact, however, if you have any issues with a product you have purchased, please email us at [email protected] and we will address them. Please read our Return Policy to learn more.

Why hasn’t my order arrived/ I haven’t received my package?
TerraSmart is not liable for any packages lost by the shipping carrier, items that arrive damaged due to the shipping process, or packages that are marked as delivered but not received by the customer. A claim can be filed for the item(s) since there is insurance included on all packages. This allows replacement eligibility, refunds via shipping carrier and includes tracking with your order. If the claim is not approved by the carrier, products will not be replaced. Please confirm your shipping address is correct and safe, and send us an email at [email protected] with your order number if you need any assistance.

What forms of payment do you accept?
We accept all major credit cards via PayPal or Stripe and our TerraSmart Digital Gift Cards.

Can I use a promo code on top of a promotion?
Unfortunately, promotions and discount offers cannot be combined.

I’d like TerraSmart to carry my product. How can I apply?
If you’d like TerraSmart to carry your eco-friendly product, please send us an email at [email protected]! We love collaborating with like-minded companies with visions for a clean, zero-waste future!

Are your products recyclable?
Yes! The products that we sell use recycled materials where possible and all our products are 100% recyclable at the end of their long lives. We offer products that are designed to last for years and are recyclable anywhere that accepts rPET for recycling. In the case where you cannot find a recycler, You can recycle any of our products through Terracycle. Any TerraSmart customers can return their old products to us and we will recycle them, making TerraSmart a 100% zero-waste business and providing a closed loop system for all the products we sell.

What is Bisphenol A (BPA)?
Food safe plastics by nature are soft materials (recycling codes #1 PET, #2 HDPE, #4 LDPE and #5 PP) Therefore to make a durable drinking bottle Polycarbonate (#7 PC) is used as it is considered virtually shatterproof. What makes Polycarbonate so strong is a plasticiser commonly called BPA which also makes it easy to mould. An environmental oestrogen, also known as an endocrine disrupter is of growing worldwide concern. Studies have linked low-dose BPA exposure with such effects as: permanent changes to genital tract, an increased prostate weight, decline in testosterone, breast cells predisposed to cancer, prostate cells more sensitive to hormones and cancer, and hyperactivity.

Are Onya rPET products BPA Free?
Yes, All rPET products Onta produces are made from non-toxic, chlorine free, BPA Free food safe 100% recycled plastic drink bottles (rPET). rPET (which stands for “recycled P.E.T”) is a process of recycling BPA Free plastic drink bottles. The rPET Onya uses is made via a mechanical process not a chemical one and it uses around 30% of the energy it takes to produce virgin Polyester. It also produces less Co2 than the production of conventional Cotton and Polyester. The reason Onya has chosen to use rPET is because their goal is to remove single use plastic like disposable drink bottles from the environment. What we really want is for single use plastic products not to exist in the first place, but since this goal is a long way off, we are doing our best to divert single use plastic from landfill and our oceans by using rPET.