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Customer Care

Contact Us

Whether a compliment or a complaint, or just a quick 'hello', we'd love to hear from you! Teroforma HQ 100 Washington Street, 3rd Floor South Norwalk, CT 06854 USA (41.098970, -73.418116) Toll Free +1-877-899-1190 (US only) Main +1-203-899-9950 Fax +1-203-899-0600 Hours M-F, 9-6 EST For Customer Care - via Telephone, dial our toll free or main number and select option 1 - via Email, ask (at) teroforma (dot) com For Wholesale Accounts - via Telephone, dial our toll free or main number and select option 2 - via Email, sales (at) teroforma (dot) com For General Inquiries - via Telephone, dial our toll free or main number and select option 5 - via Email, info (at) teroforma (dot) com

SHIPPING

While UPS does not guarantee advance delivery for their Ground Service, it is our experience that most packages shipped from our distribution center in Milford, CT will reach practically any destination within the lower 48 states within 7 business days. Barring the impact of bad weather, most packages shipping within New England will reach their destination within 2-3 days, anywhere on the East Coast within 4 days, the MidWest typically within 4-5 days, and the West Coast within 5-7 days. Obviously, expedited services such as 3-Day, 2-Day and Overnight offer the benefit of guaranteed delivery at an expense. To be sure that your packages will arrive in time, please make sure to leave a day or two extra for unexpected delays. For further information on UPS's Holiday Shipping Schedule, please go to the UPS website.

Standard Shipping

Ground shipping is the most economical and least environmentally harmful shipping method available. Ground shipments are usually received within 4-6 business days from the time an order is processed.

- Orders received by 3pm Eastern Time, M-F, will be shipped by the next business day.
- Orders received after 3pm Eastern Time, M-F, will be shipped within 2 business days.

Please note that orders shipping to Alaska, Hawaii and US Territories will be shipped via United States Postal Service (USPS) and will arrive within 2-3 weeks. Please allow an extra day if using the express delivery options described below.

Express Shipping

We offer several options for faster delivery including Overnight, 2-day* or 3-day*. Just select your preferred option during checkout in our webstore or make sure to mention your preference if shopping by phone.

- Express Orders received by 3pm Eastern Time, M-F, will be shipped by the next business day.
- Express Orders received after 3pm Eastern Time, M-F, will be shipped within 2 business days.

 

* = Number of business days it will take your order to reach you once it has been processed and shipped.

PAYMENT OPTIONS

We are happy to accept the following methods of payment:
* Visa
* Master Card
* Discover Card
* American Express
* Teroforma® Gift Card

We do not accept:
* Diners Club Card
* Cash
* Traveler’s Cheques
* COD’s
* Layaway plans
* Personal Check
* Money Order

Important: For your security, your billing name and address must match that of the billing information on the credit card provided.

ORDER TRACKING

Once you place your order, an order confirmation will be sent to either the email address on your account or the one you provided during checkout. This confirmation will include your unique Customer ID number, a sales receipt number, a list of items purchased as well as the shipping and payment methods you have selected.

In addition, an order tracking number will be sent to you via email once your order has been processed, packaged and picked up at our warehouse by UPS. Simply go to UPS Tracking and enter your tracking number into the appropriate field to track your package on its journey to your front door.

If you don’t receive an order confirmation email from us within 24 hours of placing your order, please contact a Teroforma Assistant on +1.877.899.1190 or send an email to ask (at) teroforma (dot) com to point out our mistake.

RETURNS & EXCHANGES

Domestic US Returns

Just in case it isn’t what you thought it would be, we happily accept returns for all regular price, retail purchases made within 30 days of your purchase at teroforma.com.

We will give you either a credit towards a future purchase with us or a refund, whichever you prefer. Please note that shipping charges are not refundable and your refund can only be applied to the original form of payment.

To make a return, simply rewrap the item(s) in their original packaging and place them back in the box they were sent in along with the original packing list, invoice or order confirmation. To ship a return via our preferred carrier - UPS - you can either schedule a pickup at your home/business or drop your package off at the nearest UPS location. You are more than welcome to use another shipping carrier to make the return, however, we strongly recommend you use a service that provides tracking information as Teroforma is unable to accept responsibility for packages lost during the return process if sufficient tracking information can not be provided.

Once we have received your return package, a credit/refund will be processed according to your preference. You will receive a notification via email confirming that the transaction has been completed.

For all returns, please use the following return address:
Teroforma Returns
c/o Clarke Brothers
125 Old Gate Lane (Rear)
Milford, CT 06460 USA

If you do not have your original packing list, invoice or a copy of your email order confirmation at hand, please call us on 1.877.899.1190 and we will do our best to help you with your return.

Gift Returns

Teroforma happily accepts gift returns within 30 days of receipt for a teroforma.com store credit. To return a gift, please call us on 1.877.899.1190 and have your gift receipt handy. We regret that we are unable to accept any gift returns that are not accompanied by a Teroforma gift receipt.

International Returns

As with our domestic US returns, Teroforma will credit/refund the value of the items purchased and returned by non-US customers. Please note that all shipping, duty and VAT are payable by the customer and will not be credited/refunded as part of the return.

We strongly advise that you contact us on +1.203.899.9950 or at ask (at) teroforma (dot) com if you are considering returning an item from outside the US. We will help assess if a return is actually beneficial in the given case. If a return isn’t the best solution, we will be sure to make a note of this and include something special for you with your next order.

Damaged Goods

If your item is damaged when it arrives, let us know about it within three days. To notify us of damage, please give us a call on 1.877.899.1190 (US), +1.203.899.9950 (International) or send an email to ask (at) teroforma (dot) com.

If you need your new product sooner than we can receive your return and re-ship the replacement, simply send us an email including your order information, a short description of the damage and a photo of the item(s). We will ship you a replacement right away. For free.

The only thing worse than being disappointed, is being disappointed and confused. If, for any reason, something doesn’t make sense, please get in touch with us and a real person will be waiting to help.