Frequently Asked Questions
What if I need to modify my order?
If you would like to modify your order and it has not been processed, please email firstname.lastname@example.org.
When I place an item in my shopping cart, am I guaranteed to receive the merchandise?
Your item is automatically reserved upon completing the transaction. Simply placing items into your shopping cart, however, does not "hold" them. Once the transaction is completed, we will send you an order confirmation email.
An item I want is sold out. When will it become available again?
If an item is listed as sold out, you can click the ‘Product sold out?’ link on the product page and sign up to receive restock notifications. You can also reach out to us at email@example.com for more information.
I received a damaged product. What should I do?
Please email us at firstname.lastname@example.org as soon as you receive your order.
How do I find out when new styles are releasing and when?
You can stay updated with our latest releases by signing up for our newsletter or by following us on social media.
How can I check the balance on my gift card?
If you would like to check the balance on your gift card, email us at email@example.com.
When will my order ship?
Terasana.com aims to ship out your order as quickly as possible. Orders take 2-5 business days to be packed in our warehouse. After that, it will arrive to you based off of the shipping estimate given to you at checkout. You will receive an email notification with tracking information once your order ships. Please check to see if you purchased a back-ordered item, which normally ship within 1-2 weeks. If you have any questions, please email us at firstname.lastname@example.org.
When will my backordered item ship?
Terasana.com aims to ship out all back ordered items as quickly as possible. Please allow 1-2 weeks for any pre-orders or backorders to ship. If you have any questions, please email us at email@example.com.
Which countries do you not ship to?
Email us at firstname.lastname@example.org and we can give you more information. While we do everything we can to prevent any customs fees, holds, or taxes charged to you upon arrival, we cannot guarantee this. If these do occur, we are not responsible for paying these costs. The responsibility is yours, the customer. As well, if you send the package back due to any of the above reasons we will not issue a refund.
Do you ship to P.O. Boxes?
Unfortunately, we are unable to ship to Post Office (P.O.) Boxes, APO, or FPO addresses.
Will I have to pay sales tax?
All orders shipped to California addresses are subject to state sales tax and may be subject to local taxes. Orders to all other U.S. states will not be subject to any sales tax.
Where does my order ship from?
All orders are shipped from our facility in Los Angeles, California.
My tracking information states that my order was already delivered but I have not received it. What does this mean?
Please email email@example.com. We will resolve the issue as quickly as possible.
Returns + Exchanges
How do I return an item from my order?
We want you to love your product, and love Terasana. Products purchased at Terasana.com come with a 60 Day Satisfaction Guarantee. Simply contact us to get your return authorization code, and send back the unused portion of your product. Please note that return shipping charges are the responsibility of the customer. In order to return an item, please email us at firstname.lastname@example.org.
How do I exchange an item from my order?
If you wish to exchange your purchase for a different product or size, we recommend simply buying the product you desire (this will ensure the product does not sell out by the time we receive your item back). You may then return your original purchase to us using the instructions above. If you have any questions, please email us at email@example.com.