Shipping policy
Shipping Policy
Every Terrane bag is packed with care before it leaves our hands — protected to arrive in the same condition it was when it left us.
1. Where We Ship
Terrane ships to the United States and internationally to select countries. Orders shipped to international destinations may be subject to import duties, customs fees, and local taxes upon arrival. These charges are set by the destination country's customs authority and are the sole responsibility of the recipient — they are not included in the order total or shipping cost.
2. Order Processing
Orders are processed within 1 to 2 business days of payment confirmation. Orders placed on weekends or public holidays will begin processing on the next available business day.
3. Estimated Delivery Timeframes
- Order processing: 1–2 business days
- Delivery to your address: 7–16 business days from dispatch
- Estimated total from order date: 8–18 business days
These timeframes are estimates and may vary based on destination, carrier conditions, seasonal demand, or customs clearance for international shipments. In no case will delivery exceed 30 calendar days from your order confirmation date.
4. Order Tracking
Once your order is dispatched, you will receive an email with your tracking number and a link to follow your shipment in real time at terrane-bags.com/apps/parcelpanel. Tracking updates may take up to 24–48 hours to become active after dispatch.
5. Free Shipping
Terrane offers free shipping on all orders, with no minimum purchase required. Any applicable shipping costs will always be displayed clearly at checkout before you confirm your order.
6. Delivery Address
Orders are shipped to the address entered at checkout. Please verify your details before placing your order — Terrane is not responsible for delays or failed deliveries caused by an incorrect or incomplete address provided by the customer.
If no one is available at the time of delivery, the carrier will leave a notice and may attempt a second delivery or hold the package at a local collection point, depending on the carrier's standard procedures.
If an order is returned to us as a result of a customer-related issue — such as an incorrect address or repeated failed delivery attempts — we will contact you by email. Any re-shipping costs in such cases may be charged to the customer.
7. Inspect on Arrival
We recommend inspecting the outer packaging immediately upon receiving your order. Bags are sensitive to shipping damage, so if the package shows any signs of impact or compression:
- Note the damage on the carrier's delivery receipt before signing.
- Email contact@terrane-bags.com within 48 hours, including photos of both the outer packaging and the item inside.
8. Lost or Undelivered Orders
If your order has not arrived within the maximum estimated timeframe and tracking information does not resolve the situation, contact our team at contact@terrane-bags.com with your order number and tracking number. We will investigate with the carrier and, as applicable, arrange a replacement or issue a full refund.
This policy complies with applicable US FTC regulations and EU Consumer Rights Directive 2011/83/EU for EU customers.