Thank you for choosing TerraFlame.com. We aim to make your shopping experience smooth and effortless. Here's our shipping and return policies:
Processing Time: We process small parcel orders within 1-3 business days, excluding weekends and holidays. Processing time may be slightly longer during peak seasons. We'll notify you via email if there's a significant delay.
For larger and bulk items shipped via LTL or truckload, please allow 10-14 days for shipping. These orders will arrive via common carrier or truckload delivery. The carrier will call prior to set a delivery appointment.
Shipping Rates & Delivery Estimates: We currently ship to residential and commercial addresses within the continental U.S. via FedEx Ground. Shipping costs $14.95, and estimated delivery time is 3-7 business days. LTL orders have a flat shipping rate of $99.
Shipping to P.O. Boxes or APO/FPO Addresses: Unfortunately, we don't ship to P.O. boxes, APO/FPO/DPO addresses, Hawaii, Alaska, Puerto Rico, or outlying U.S. Territories.
Order Confirmation, Shipment & Order Tracking: After placing your order, you'll receive an order confirmation email. Once your order ships, you'll get a shipment confirmation email with tracking number(s). You can track your package on the carrier's website within 24 hours.
Order Cancellations: If you need to cancel an order, please contact us as soon as possible. We try to process orders quickly, but we'll do our best to cancel the order if it hasn't shipped yet. If it's already shipped, we'll attempt to cancel it with the carrier. If we can't, please refuse the package on delivery.
Customs, Duties and Taxes: You're responsible for any customs and taxes applied to your order. We aren't responsible for any fees imposed during or after shipping (tariffs, taxes, etc.).
Returns & Exchanges: We hope you love your TerraFlame.com purchase, but if you're not completely satisfied, please contact us within 14 days of receiving your order for a return or exchange. Items must be returned in their original condition and packaging. Shipping charges are non-refundable.
Damage During Shipping: We take great care in packing your order, but sometimes damage does occur during shipping. If your order arrives damaged, please email us within 24 hours with your order number and "Damage" in the subject line. Please include several pictures of the packaging and the damage. We'll send a replacement for the damaged item as soon as possible.