Refund policy

Return Policy

At TerraBoard, we are committed to delivering exceptional quality, consistency, and service to every client. Our product line is built for performance, and we stand behind every order. Stock items may be returned for credit with prior approval within 90 days of shipping date. There will be a 15% restocking charge, plus any freight costs.

ALL RETURNS MUST BE PRE-APPROVED BY OUR CUSTOMER SERVICE DEPARTMENT. RETURNED GOODS WITHOUT APPROVAL AND AN RA# WILL NOT BE ACCEPTED.

Non-Returnable Items

To preserve product integrity and customer safety, we do not accept returns for any of the following reasons:

  • Buyer’s remorse or change of mind after order confirmation
  • Incorrect specifications submitted by the customer
  • Product ordered in excess
  • Custom-processed or cut-to-order materials with no manufacturing error
  • Delays in shipment caused by carrier or third-party logistics

Given the industrial and customized nature of TerraBoard products, we advise all customers to ensure their specifications are final before placing an order.

Order Cancellation

Orders cancelled after processing are subject to an administrative charge of $50, plus any costs incurred up to the point of cancellation.

Payment Terms and Conditions

  • Net 30 days from date of invoice.
  • Payments to be made in U.S. funds.
  • Past due accounts will be charged interest at 1½% per month.
  • All prices are subject to change without notice.
  • We reserve the right to meet competition.

Eligible Returns & Exchanges

We accept returns or exchanges only in the following circumstances:

  1. Manufacturing Error
    If you receive a product that contains a clear manufacturing defect (e.g., incorrect dimensions, grade, coating, or damage caused during production), we will process a return and ship a corrected replacement at no additional cost.
  2. Incorrect Product Received
    If you receive a product that does not match your confirmed order (e.g., wrong SKU, wrong quantity, incorrect product type), we will arrange for return and exchange promptly.

In both cases, we will cover any associated shipping costs for returning the incorrect product and dispatching the correct one.

Samples Recommended Before Purchase

To support informed decision-making, we strongly encourage clients to request a sample before placing a full order, especially if:

  • You are ordering a TerraBoard product for the first time
  • You need to validate compatibility with your application
  • You are ordering in bulk or for a long-term supply agreement

Samples are available upon request through our customer support team or online catalog. Our team will guide you through the selection process to ensure accuracy and satisfaction.

Return Request Process

If you believe your order qualifies for return based on the above criteria:

Step 1: Contact Customer Service

Reach out to our customer care team within 7 business days of receiving the product.

Provide the following information:

  • Order number
  • Description of the issue
  • Photographs of the product and packaging (if applicable)

Email: info@terraboardenvelope.com
Phone: 1-502-810-1255

Step 2: Return Authorization Review

Our quality assurance team will review your claim and determine eligibility. If approved, we will issue a Return Authorization (RA) number and instructions for return.

Step 3: Return and Exchange

Upon receiving the returned item, we will:

  • Inspect the product for compliance with the claim
  • Ship the replacement product within a mutually agreed timeframe
  • Cover all standard shipping costs if the claim is validated

Timeframe for Reporting Issues

All return claims must be submitted within 7 business days from the date of delivery. Claims submitted after this period may not be eligible for resolution.

Exchange Timeline & Conditions

Once a return is authorized and the product is received:

  • Replacements are typically shipped within 5–14 business days, depending on inventory and production schedules.
  • Expedited replacements may be available upon request, depending on the urgency and nature of the issue.

Our Commitment to Quality

At TerraBoard, your satisfaction is our priority but more importantly, your trust is our standard. We aim to deliver every order right the first time and work diligently to resolve any issues that arise with transparency, fairness, and urgency.

If you have questions prior to ordering, please don’t hesitate to contact our support or product consultation teams.