Frequently Asked Questions (FAQ)
- How do I contact you?
- How can I pay for my purchases?
- Is the credit card information I submit secure?
- Do you charge sales tax?
- Can I change or cancel an order once it is placed?
- How will my order be packaged and shipped?
- What shipping options do you offer?
- How are shipping charges calculated?
- Can I ship my order to an international location?
- How do I track my order?
- What is your returns policy?
- How do I care for my purchased item?
Privacy and Security Statement
Please refer to our Privacy and Security Statement.
Customer Service
Contact Information
| email: |  |
| postal mail: | Terrakeramik.com |
| 24 East Avenue, #1297 | |
| New Canaan, CT 06840 | |
| telephone: | 203-644-0427 |
| Monday to Friday, 9 am to 5 pm Eastern Time |
Billing and Payment
How can I pay for my purchases?
We accept Visa, MasterCard, American Express and Discover credit cards for payment of purchases. We can only accept credit cards issued in the United States.
Your credit card is usually charged when you place an order, as long as the item is in stock. If your order includes back-ordered items, the back-ordered portion is not charged to your credit card until the items become available.
Is the credit card information I submit secure?
To provide a safe and secure shopping experience, we designed the online ordering system to protect the security of your personal information, including your credit card information, using Secure Socket Layer (SSL) technology with 128-bit encryption. Unfortunately, however, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot guarantee or warrant the security of any information you transmit to or from the website, and you do so at your own risk. Once we receive your transmission, we will do our best to protect its security on our systems.
Please remember to sign off your account and close all browser windows when you have finished visiting our website. This is to ensure that others cannot access your account, especially if you are sharing your computer or the computer you are using is in a public space (e.g., library, office, Internet café, etc.).
Since ordinary email is not secure, we cannot accept orders sent via email. For your security, please do not use your credit card information in any email you send to us.
For orders shipped to Connecticut, we charge sales tax on the total amount of your purchase (including shipping cost).
Cancellation
Can I change or cancel an order once it is placed?
Because we generally ship our items within 2 business days from receipt of order on in-stock items, we are unable to process changes to or cancellations of orders. If an item is backordered, we will inform you and you may choose to cancel that part of your order. If you wish to return an item, please refer to our Returns Policy.
Shipping
How will my order be packaged and shipped?
Each item you order is bubble-wrapped to protect against potential damage, and then individually packed in an attractive white box with the Terra Keramik name and logo affixed. Your entire order is then packaged and shipped in a corrugated cardboard box. Please retain the packaging materials in case you need to return an item (please refer to our Returns Policy).
What shipping options do you offer?
Standard ground shipping: 5-7 business days via United Parcel Service (UPS) in the continental United States, slightly longer to Alaska and Hawaii.
Express shipping: 2-3 business days via United Parcel Service (UPS) in the continental United States, slightly longer to Alaska and Hawaii.
How are shipping charges calculated?
| Merchandise Total | Ground Shipping | Express Shipping |
| up to $35.00 | $8.50 | $28.00 |
| $35.01-$50.00 | $10.00 | $30.00 |
| $50.01-$75.00 | $12.00 | $32.50 |
| $75.01-$100.00 | $14.00 | $35.00 |
| $100.01-$150.00 | $16.50 | $38.00 |
| over $150.00 | add 11% of merchandise total | add 25% of merchandise total |
Can I ship my order to an international location?
We ship within the United States and to Canada. Currently we only accept online orders with shipping addresses in the United States. If you are located in Canada, please contact Customer Service to process your order. We cannot ship to addresses with post office boxes.
Tracking
We will send you an order confirmation email within 24 hours of your order. You may track your order by following the instructions in the confirmation email.
Returns Policy
If you are not completely satisfied with a purchase from us, you may return or exchange the item subject to the following:
- You must obtain a return authorization from us by sending us an email with the following information: your name, address, phone number, order number, item name/description, reason for return, and action to be taken (replacement, exchange, merchandise credit, or refund).
- We are unable to accept items for return that are damaged not due to our error or those of our service providers, or show obvious signs of use.
- Return the item re-packaged in its original packaging, or if not available, equivalent packaging, together with the original purchase receipt and return authorization. We cannot accept any returns without proper return authorization, and we cannot be responsible if the package and/or its contents are damaged during shipment back to us.
- The return must be postmarked no later than 30 days from the purchase date. We recommend that you use a shipper that electronically tracks and confirms shipment. We cannot be responsible if the package and/or its contents are lost during shipment back to us.
- Please send the return to: Terrakeramik.com, 24 East Avenue, #1297, New Canaan, CT 06840.
- We will process your request for a replacement, exchange, merchandise credit or refund as soon as we have received and processed the returned item. Please be aware that processing your request may take up to 14 days. If you have requested a refund, the credit may not show on your credit card statement until the next billing cycle following processing of your refund request.
- We are unable to refund your original shipping cost when we sent the item to you, nor are we able to reimburse your cost of shipping an item back to us.
Product Quality and Care
How do I care for my purchased item?
The ceramic products are handcrafted in small series (and not machine made) and may show slight variations in structure, color and finish. These products are dishwasher safe, but not suitable for a microwave. For non-ceramic items, please follow the product care instructions included with each item for proper care.
Legal Statement
Trademarks and Copyrights
Website is © Copyright 2006-2007 by Westport E-Business LLC. All rights reserved. Terra Keramik and the Terra Keramik logo are trademarks of Terra Keramik. All product designs are copyrighted by Terra Keramik.
Throughout this website, trademarks are used. Rather than put a trademark symbol with every occurrence of a trademarked name, we are using the names for the benefit of the trademark owner and with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this website and its content (including the products and services offered herein). All trademarks and service marks are the property of their respective owners.
Important Notice
"We", "us", and "our" means Westport E-Business LLC, a Connecticut limited liability company marketing and selling products and services on behalf of Terra Keramik in the United States. Westport E-Business LLC conducts business in the United States as Terrakeramik.com and is the owner and operator of the Terrakeramik.com website. Westport E-Business LLC is not affiliated with Terra Keramik, a Swiss corporation located in Winterthur, Switzerland, other than through its contractual business relationship to market and sell Terra Keramik products in the United States.