Política de envío
For new Purchases being delivered To You:
Please review this policy and ask question before you place your order, we can not make changes or exceptions to order or delivery option after the order is placed.
Delivery ETA
Your delivery ETA is the product ‘Lead Time’ + Carrier Transit Times. Lead Time is shown on the specific product web page per product. Carrier transit times you chose at checkout. Please note product Lead Time will vary based on current product availability or current in-house production times per item.
Products will ship from United States - Newark, DE 19702
Shipping Cost
The cost for shipping is carrier calculated in real-time and displayed on the Checkout page before you complete your order. Available delivery options and costs will vary based on products in your cart and your destination location.
Free Shipping promotions special terms, we may offer on a limited basis an option for free shipping. In any case of Free Shipping we will always ship via standard ground regardless of shipping services offered or selected at checkout.
International Shipments Notice
Terrapin does not deliver to all countries, territories, or addresses. You will be advised during checkout if your address is ineligible. We can not make exceptions for this.
If we do ship to your location note that any Customs, VAT, GST, Duty, or other Taxes or Fees are not included in the shipping costs. Unless specifically listed at checkout as prepaid these costs, if applicable, are the responsibility of the purchase to remit at a proper time and place as required by their local authority.
Terrapin cannot be responsible for, nor can we offer, any specific advice regarding any customs-related fees that you may incur. For specific information, please consult with your local government import office before ordering, to better understand what additional fees may be due upon delivery of your order.
Please note: Make sure you order information and shipping name & address are correct. Any discrepancies in information on the shipping label (such as name, address, phone number, etc.) could cause delays or even a return of the order to us, in which case, all costs incurred will be incurred by the purchaser to correct the issue.
Shipping Issues
Deliverability - It is your responsibility to provide us with accurate shipping address and to check tracking for alerts from carrier, and to respond to requests by the carrier and/or Customs. If a package is returned to us as undeliverable, for any reason, your order will be subject to cancellation & refund, less original shipping fees. Order maybe subject to restocking fees.
Missing Package - If tracking information provided by us shows the package as delivered but you can't find it, it was either likely miss scanned by the driver as delivered, or delivered to the wrong address. We require a minimum 7-Day wait before we will consider the package lost. But do check with neighbors, delivery driver, look around the location for the package or a notice from the carrier. Some drivers will post a picture of where it was left with the tracking information, this may help locate the package or notice. If after 7-Days no tracking updates have occurred and you have not received a notice from the local driver, we will be happy to work to correct the problem.
Damaged Package - It is your responsibility to immediately inspect packages when they arrive. Any Shipping Damages or Shortages must be reported to us in writing within 14 Calendar Days of delivery date.
Shipment Notification
We'll send a shipment notification email when an item leaves our warehouse. This email includes the carrier name and tracking information. You can also view this information in your online account on our website.
For Returns you are sending back To Us:
Please review our Policies posted on our website for your specific reasons for return of an item to Us (Return for Credit or Return for Repair), these require prior approval before you can return the item. You will also need to request the returns in different ways through our website depending on the type of return.
For Repairs and Parts (warranty/non-warranty) type returns - Click Here
For new purchase Return for Refund type returns - Click Here to manage the order in your account.
Shipping Cost
In the event the reason for returning an item is our fault, we will cover shipping costs. For all other instances of Return for Refund or Return for Repair the return packaging, handling, shipping, and insurance costs to send the item back to us is your responsibility. We recommend you use a trackable carrier service, such as UPS.
Unauthorized Returns
All returns must have a prior authorization and must be received within the policies stated return period, else they may be refused or otherwise not accepted. Any return sent to our facility without valid approval risks being misdirected or lost. We are not responsible for items sent to us without valid approval. Any items sent to our facility that we can not identify or match to a purchaser after 14 days may be considered abandoned.
For all other shipments To You:
Whether we are sending you an correction, replacement part, or returning an item to you from repair:
Shipping Cost
For in-warranty parts or repairs, we will cover the shipping fee to send the item back to you if a covered repair or part is provided. In all other instances you will be responsible for shipping fees.
International Shipments Notice
Terrapin does not cover Customs, VAT, or Duty Fees in shipping costs. These costs, if applicable, are the responsibility of the recipient to remit at a proper time and place as required by their local laws.
Shipment Notification
We'll send a shipment notification email when an item leaves our warehouse. This email includes the carrier name and tracking information. You can also view this information in your online account on our website.
Other:
Abandoned Products
For any items returned to us, where we do not have a Return Authorization, item was damaged in transit to us, or were we otherwise can not verify the purchaser, or link the item to an order, or otherwise can not make contact with the person returning the item in order. We will hold the item for 14-Days from the date of receipt to attempt contact or allow the returnee to contact us to further process the return as deemed appropriate. After 14-Days if we are unable to identify the owner of the package, purchaser, or returnee, we reserve the right to refuse the return. At the time the items will be deemed abandoned.
We have the right to dispose of any abandoned property in any manner we deem appropriate in our sole discretion without any notice to you. You forfeit any right of ownership, right to compensation, and notice for any abandoned property.
Terms updated and effective 7/29/25