FAQS

GENERAL

How can I recover a forgotten password?

Click on “Login” on the homepage located in the top right-hand corner then a window will open with the caption “Forgot your password?” At this point, input the email address you used to register on the site and click on “Recover”. You’ll receive an email so you can set a new one.

Can I cancel an order?

An order can only be cancelled if it has not been shipped yet. Email our customer service team to request cancellation. For more details, refer to our “Return” guideline policies or contact our customer service team and they will kindly assist you.

Can I eliminate one or more items from an already completed order?

If the order has already been completed, it cannot be modified. However, you can always send us a message through our official Facebook page to request cancellation before it has been shipped. For more details, refer to our “Return” guideline policies or contact our customer service team and they will kindly assist you.

I cannot set a new password. What’s wrong?

Remember that your new password should contain a minimum of 9 characters including: at least one uppercase letter, one lowercase letter, one number and one special character (@#$%^&()=+)*. Or email our customer service team and they will kindly assist you.

Can I place an order without registering?

Yes, however it will not show up in your purchase history on your profile.

PAYMENTS

How are refunds made in the event of a return?

We’ll refund you using exactly the same payment method you used when making your purchase. For more information, go to the “Returns” guidelines policy section. Or email our customer service team and they will kindly assist you.

When is the amount I spent charged to my credit card?

The transaction will only be charged when the shipment is completed. When you place an order, you’re only authorizing the amount to be set aside and reserved.

Why might my credit card be refused?

A credit card may be refused for one of the following reasons:1. It may have expired (kindly check the expiry date).2. You may have reached your spending limit (check this with your bank).3. You may have input incorrect details (confirm if the details correspond to those of your card).

Can I use my credit card safely online?

All payments on our website are 100% safe: details are transferred in encrypted form using an SSL protocol and only SEC (Secure Electronic Commerce) transactions are accepted. Furthermore, depending on the type of card used, you may be asked for an additional code to make the purchase even safer.

SHIPMENTS

Can I change a shipping address for an order that has been placed?

If your item has not been shipped yet, absolutely! send us a message through our official Facebook page indicating the new shipping address and we’ll communicate it to the courier.

What happens if the courier can’t find me?

Expect an SMS notification from our courier on delivery day; our couriers will make one attempted delivery, if delivery is unsuccessful, your item will be returned to our warehouse. In any case, delivery will not be considered complete until you sign for receipt of the goods.

Where do you ship?

You may check our Serviceable Areas Page to see if we can ship to your location.

ACCOUNT

Can I delete my account?

Of course! Contact us through our official Facebook page and request deletion of your account. We’re sorry you are leaving and remember we are here to help you regarding anything.

Can I change my account email?

To change your registration email, send us a message through our official Facebook page. Please keep in mind that by doing this, you will lose your previous purchase history.

I’m getting too many notifications, how can I stop them?

To stop receiving emails, click on “Unsubscribe” at the end of all our newsletters or send us a message through our official Facebook page.

Can I cancel my subscription to the Terranova newsletter?

Of course! Log into your account and click on “Register for Newsletter” on the menu on the left side. Drag the “General Subscription” bar towards the left and save. You can also cancel receipt of emails by clicking on “Unsubscribe” that you’ll find at the end of all our newsletters.

How can I change my details?

It’s easy: log into your profile and click on “Account Information”, change your details and save. Changes will take 24 hours to be applied.