Delivery Timing (ETA)
Your estimated delivery date is a combination of two factors:
Total ETA = Production Lead Time + Carrier Transit Time
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Lead Time: Listed on each specific product page as Availability (varies by stock and production schedules).
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Transit Time: Determined by the shipping method You select at checkout.
*Note: All products ship from our facility in Newark, DE 19702.
Shipping Costs & Responsibilities
Shipping rates are calculated in real-time at checkout based on weight and destination.
| Type of Shipment |
Cost Responsibility |
Notes |
| New Orders |
Customer |
Calculated at checkout. "Free Shipping" promos will ship via Economy Ground. |
| Warranty / Repair |
Customer / Terrapin AV |
For Valid Warranty Claims Customer pays shipping to Terrapin AV. We cover shipping back to Customer. For non-warranty customer pays all fees. |
| Return (Defect/Error) |
Terrapin AV |
We provide a prepaid label for our errors or shipping damage. |
| Return (Standard) |
Customer |
Customer pays return shipping costs. Original shipping is non-refundable. |
Duties & Taxes
We DO NOT collect Customs, VAT, GST, or Duty fees at checkout. You are responsible for paying these fees to your local authorities or the carrier upon delivery. Most carriers will allow you to Pre-Pay through the Tracking link provided to you at time of shipment.
Shipping Issues & Inspections
1. Damaged or Missing Items Please inspect your package immediately upon delivery.
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Please inspect all packages within 72 hours (3-Days) of delivery and report any damages or shortages to us promptly.
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Please keep all original packaging until instructed otherwise and take photos of the damage to help us process the claim with the Carrier.
- The Carrier may require inspection of the package or the items inside, if you discard the items, packaging, or otherwise refuse inspection we may not honor a replacement product.
2. Lost Packages If your tracking says "Delivered" but you cannot find the package:
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Check with neighbors and look for "delivery attempt" notices, sometimes carriers will leave your package at a local pickup location after failed delivery attempts.
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7-Day Wait: Carriers may scan items early or by mistake, triggering an erroneous 'Delivered' or 'Lost' notice or status. We require a 7-day waiting period from the scan date before we can declare a package lost and issue a replacement.
3. Refusals & Undeliverable Addresses Please ensure your shipping address is correct and someone is available to receive the delivery and that you pay any duties or tax due. Orders returned to for any 'undeliverable' reason by the carrier will be considered Refused. These items will be treated as a Standard Return and all customers will be responsible for all return shipping costs we incur if the item is returned to us, which will be deducted from your final refund.
Regional Consumer Rights & Exceptions
Depending on your location, local consumer protection laws (such as the EU/UK Consumer Rights Directive) may grant you additional statutory rights that supersede certain restrictions in this policy.
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Carrier Loss or Damages, request to inspect and report loss of or damage to goods by carrier within 72 hours of receipt - these policies do not affect your statutory right to report faulty or damaged goods under your normal mandatory legal guarantees.
