TerrainVault ships orders as soon as possible, in the order they are received. If you purchase multiple items, they will be shipped based on lead time and availability, so your order may arrive in separate packages, especially if you order products from different brands.

Order Confirmation

As soon as you place your order you will receive an order confirmation email. This means your order has been logged in our system and your payment has been authorized. We then work with our brand partners to confirm and prepare your order for shipment. If any item you order is on backorder or unavailable for any reason, we will cancel the authorization for that item and let you know by email.

Order Shipment

Orders ship within five business days of the order date unless the product page says otherwise. The product page has the most accurate estimate of shipping and lead times. These estimates are our best guess based on order volume, information from our brand partners, carrier delays and similar factors, and they may change. Some large or made-to-order items, such as vehicle racks, bumpers and armor, can take longer.

You will receive an email with tracking information after your order ships. If you have not received tracking within seven business days after the lead time shown on the product page, please contact us at support@terrainvault.com.

Where We Ship

We currently ship within the United States only. Please make sure your shipping address is complete and accurate. Once a shipment has left our or our brand partners' custody, delivery issues caused by an incorrect address are not our responsibility.

Damages

We take full responsibility for any obvious damage to your product caused by packaging or delivery, and for items that arrive defective. Please inspect your package when it arrives and document any damage when signing for delivery. If an item arrives damaged, send photos to support@terrainvault.com and we will process a claim on your behalf.

Returns and Cancellation Policy

We back our products with a customer satisfaction guarantee, so we have created a fair return and cancellation policy.

In most cases, once an order is processed it is final and cannot be cancelled, because many of our products are special-ordered from our brand partners. Requests for returns or exchanges after delivery are evaluated case by case. A return or cancellation request is subject to an administrative and cancellation fee equal to 10% of your order, with a minimum of $50.

If a product is not used for its intended purpose or according to its handling instructions, it is not eligible for replacement or return.

Before returning any product you must obtain a return authorization from a TerrainVault customer service representative. We can only process authorized returns.

To Make a Return or Exchange

• Email us at support@terrainvault.com explaining the reason for the return or exchange, and put your order number in the subject line.
• Submit your request within 14 calendar days of receiving your shipment, unless the product page says otherwise.
• Your return must be unused and in its original packaging.
• We encourage using a tracked, insured shipping service with delivery confirmation. We cannot refund an item we do not receive back if it is lost or damaged in transit.

Refunds

If an item is returned because it was defective, misrepresented or not as described, TerrainVault will issue a full refund and reimburse the shipping cost of the return. We will pay return shipping for products returned due to defect, misrepresentation or false description.

Please allow 5 to 10 business days after we receive your return to process a refund. Refunds are issued only to the original form of payment.

By purchasing from TerrainVault, you confirm that you have read and agree to our shipping, return and privacy policies.