Shipping Policy

Domestic Shipping Policy

Shipment Processing Time
All orders are processed either on the same day or before 1:00pm ship next day or a maximum within 2-3 business days. Orders are not shipped on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Out of Stock or Backordered
We regularly stock every item we carry. Although every attempt is made to maintain an inventory of each product we carry, occasionally we may run out of certain products. In this case, we will attempt to mark the product “out of stock” on our website.

In the event that one of your items is out of stock, we will not delay the rest of your order. Your order will be shipped immediately. Backordered items are shipped as soon as they arrive. If your order consists of only one item, we will notify you if your item is out of stock.

If a product that you ordered is on backorder, then we will offer the following:

• Hold your order and ship once the missing product(s) arrive back in stock
• Or receive a refund or credit for the missing product(s).

Shipping Rates & Delivery Estimates
Shipping charges for your order will be calculated real time and displayed at checkout via Canada Post directly at discounted prices for TerraSmart customers.

Please see Full Shipping Guide at Canada Post.

* Overnight delivery is not available, Exceptions may be made for orders that are for an above-average weight. Allow 7-14 business days for U.S. orders.

Shipping Boxes
We are committed to have a sustainable business and we try our best to collect and reuse shipping boxes from brick and mortar stores. You may see that your products come in a reused branded box or that the shipping box may arrive a little rough on the edges, this is because it’s living its second life. Whenever possible, we use envelopes made from recycled materials as these have a lower footprint.

Shipment to P.O. Boxes or APO/FPO Addresses
TerraSmart currently does not support shipping to P.O addresses within Canada and the U.S., U.S. Territories, and P.O/APO/FPO/DPO addresses.

Shipment Confirmation & Order Tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Incorrect Address
TerraSmart will charge an additional $10.00 CAD fee for shipments that are either re-routed after leaving our warehouse or are incorrectly addressed due to customer’s error. For parcels that return back to us will be charged with initial shipping charges with the same amount towards returns charges levied to us by the shipping company, In this case, the order will be refunded deducting all the shipping costs for sending and returns.

Shipping labels are generated directly from the shipping information you have entered. If you provide us with an incorrect postal code or other addressing error e.g. incorrect or missing apartment number, you will be charged the additional $10.00 CDN fee since the shipping company will charge us a fee for this correction, only if the package is in transit and you have informed us for the change of address. We do not guarantee that address can be changed in transit but we can certainly try to do so with shipping company if noted in due time after status is “shipped”.

Damages
TerraSmart is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipping carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

International Shipping Policy

Currency and Payment
All payments are processed in USD or CAD as per your bank.

We take serious measures to avoid any fraud and thus we suggest to have your valid identity used for an order that matches your billing and shipping address avoid any issues.

All Other Countries
We are shipping internationally to all eligible countries from Canada Post. Please see the list of countries while checkout.

All sales are final, not returnable and not refundable for International shipments. Address corrections cannot be done after an order is received.

TerraSmart retains the right to cancel or deny the order with/without provided notice/communication for any order that may have uncertain issues for shipping to that region with/ without any limitations to border or customs and feasibility. Refunds shall be processed if such a scenario may occur.

Buyer is responsible to provide a correct address in Internationally understandable format to a home residence only. No P.O Box is allowed unless confirmed with our support. Please provide a safe drop address. Tracking numbers may not have point to point update for international parcels. Any lost or stolen shipments or damaged in transit will have to be reported to Canada Post support. Please click the link for service ticket.

Filing a Claim

• How do I get a refund for a late delivery?
• Is my package lost?
• Package was delivered Damaged

Customs, Duties and Taxes
TerraSmart is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

We ship the products with documentation for customs. If the package is seized by Customs for any reason and we do not receive the package back, we will not issue you a refund or credit. If we do receive the package back after being seized and the products are in perfect condition, we will credit you the product cost, but you are still responsible for the shipping charges.

See Full International Shipping Guide at Canada Post.

Return Policy
Our Return Policy provides detailed information about options and procedures for returning your order.