Shipping policy

Delivery Timing (ETA)

Your estimated delivery date is a combination of two factors:

Total ETA = Production Lead Time + Carrier Transit Time

  • Lead Time: Listed on each specific product page as Availability (varies by stock and production schedules).

  • Transit Time: Determined by the shipping method You select at checkout.

    +Note: All products ship from our facility in Newark, DE 19702 unless otherwise stated on the specific products page.

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

*See Regional Consumer Rights & B2B/Reseller Exceptions for restrictions or exceptions that may apply


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.

  • Please inspect all packages within 72 hours (3-Days) of delivery and report any damages or shortages to us promptly.

  • 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:

  • Check with neighbors and look for "delivery attempt" notices, sometimes carriers will leave your package at a local pickup location after failed delivery attempts.

  • 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 or duties fees we incur if the item is returned to us and will be deducted from your final refund. 

Regional Consumer Rights & B2B/Reseller Exceptions

Depending on your account type or 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, or may add additional restrictions as follows:

  • Shipping Fees: Per our Refund Policy where applicable original standard shipping fee may be refundable by local law, but any premium shipping upgrade fees may not be.
  • Undeliverable or Refused Deliveries: Fees incurred by us for returns by carrier for Undeliverable Addresses, Consumers who refuse delivery, or due to unpaid duties, remain the responsibility of the purchaser, this does not constitute a valid 'Withdrawal'.
  • Carrier Loss or Damages, This 72-hour window applies to carrier damage claims only and does not affect your statutory rights regarding faulty or non-conforming goods.
  • B2B & Reseller Exceptions: Any order placed by a B2B customer or via our Reseller Program, or any standard order where a Company Name is provided during checkout, is legally classified as a B2B commercial transaction and does not qualify for any Consumer Rights Directives such as EU 2023/2673 and we may at our option enforce stricter rules for these purchases. See our Refund Policy for other specific restrictions that may apply to B2B accounts.

    Active Reseller accounts are also bound by additional exceptions, restrictions, and fees stated in the Reseller Agreement, regardless of region. Resellers refer to our most recent Reseller Agreement for complete details.