Shipping Policy and Options

Processing times: We appreciate your order and know that trouble free, quick delivery is important! Most orders received by 12 noon Pacific Standard Time will ship same day. The majority of all orders ship within 24 hours. Exceptions might include orders that require special packaging, custom assemblies or custom manufacturing. Orders with incomplete or incorrect address information or payment issues may be delayed.

Once an order has been posted it is considered complete and cannot be

Please note that TierraCast is open Monday through Friday. Our regular days of operation do not include Saturday or Sunday. We are available 9 am to 5 pm Pacific Standard Time, you can reach us toll free at 1-800-222-9939 and you can email us at customerservice@tierracast.com.

TierraCast observes several holidays throughout the year to provide well deserved time off for our dedicated staff. Our shop will be closed and will not process or ship any orders on these days:

• New Year’s Day
• President’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day, and the day after
• One week closure at year-end. Specific dates are announced in the Fall.

Additional Federal Holidays observed by the Post Office. TierraCast is open and processing orders on these dates and can ship via UPS or FED EX, but not USPS on these dates:

• Martin Luther King Jr’s Birthday
• Columbus Day
• Veteran’s Day

Domestic

Transit times: All orders ship from our shop in Santa Rosa California. Keep in mind that UPS and Fed Ex will not deliver to a PO Box, Fed Ex does not deliver on Saturday or Sunday, UPS delivers on Saturday for an extra fee. The following table provides an overview of shipping options.

US Shipping Rates

• Delivery estimates are not guarantees. Transit times may fluctuate during holidays or severe weather. Business days are defined as Monday – Friday, excluding Holidays as noted above.
• If you do not receive your package as anticipated, please contact our Customer Service staff for assistance.
• Tracking your package: If tracking services are included with your shipping option, you will receive a tracking number with your delivery confirmation notification. Follow the link provided to check on the delivery status of your order. We will replace packages “lost” in transit. Packages that have been confirmed as delivered by the carrier will not be replaced.

International

Transit times: Our international shipping options include UPS, USPS Express Mail International, and FED EX. Please contact our Customer Service staff for assistance in selecting the best option to meet your needs.

Shipping Rates: Orders shipped outside of the United States will be charged actual cost as determined by our shipping carriers. International customers may be subject to import duties, fees and taxes that are levied after a shipment reaches the intended country.

Payment Options: All forms of payment must be in US dollars. We accept VISA, MasterCard, AMEX and Discover credit cards. Wire Transfers are also accepted; a $15 fee will apply to orders less than $1000.00, this option will delay shipment until funds are received.

Returns Policy

If there has been an error with your order, or you are unhappy with the product, please let us know right away! Returns are accepted in original packaging, within 60 days of receipt. Contact us for a Return Goods Authorization (RGA) and shipping instructions. All returns must be properly addressed with your RGA. Returns made without a RGA will be refused.

Special order items, custom manufactured products, and items that were on clearance or discontinued at the time of sale are not returnable.

We will process your return within five business days of receipt. You will receive a credit in the same form as your original payment.

Please note, we are not able to process product exchanges.

If a return for items purchased received volume discounts, we reserve the right to recalculate discounts for the items you kept and adjust the credit accordingly.

Exceptional returns that are outside these normal terms may be granted Return Goods Authorization and will be assessed a restocking fee of 20%.

TierraCast is open Monday through Friday, except for holidays. You can reach us toll free at 1-800-222-9939 and you can email us at customerservice@tierracast.com.