Shipping policy

Shipping Policy

Last updated: September 3, 2026

This Shipping Policy applies to purchases made through https://terraviqo.com.

1. Shipping Destinations

Terraviqo ships to Canada and to any additional countries or regions made available through our checkout.

Enter your complete delivery address at checkout to confirm whether shipping is available to your destination. We do not accept an order for a destination that our checkout identifies as unavailable.

2. Shipping Cost

Terraviqo provides free standard shipping on all eligible orders accepted through our checkout, with no minimum purchase requirement. The standard shipping charge is CAD $0.

International orders may be subject to import duties, customs charges, taxes, brokerage fees, or other government-imposed destination charges. These amounts are not charged by Terraviqo and are not part of our standard shipping fee.

If such charges are not collected at checkout, they may be collected separately by the destination customs authority, carrier, or another authorized party. The recipient is responsible for applicable import-related charges, except where applicable law requires otherwise.

Terraviqo does not add a separate handling fee or remote-area shipping surcharge to an order accepted through our checkout.

3. Order Processing Time

Orders are normally processed within 1–3 business days after payment authorization and order confirmation.

Business days are Monday through Friday, excluding Canadian public holidays.

Processing time is the period required to verify and prepare an order before it is handed to the carrier. It is separate from transit time.

If an item becomes unavailable or additional order verification is required, we will contact the customer using the information supplied at checkout.

4. Estimated Transit and Total Delivery Time

After dispatch, standard shipping normally takes 7–15 business days.

Processing time: 1–3 business days
Transit time after dispatch: 7–15 business days
Estimated total time from confirmed order to delivery: 8–18 business days

These are good-faith estimates based on normal operations and are not guaranteed arrival dates.

Delivery may take longer because of customs inspections, severe weather, carrier disruption, remote destinations, public holidays, peak periods, address problems, or other circumstances outside our reasonable control.

Any delivery estimate shown on a product page, at checkout, in an order confirmation, or in Google Merchant Center must match the ranges stated in this Shipping Policy.

5. Order Confirmation and Tracking

After an order is placed, the customer will receive an order confirmation at the email address provided at checkout.

A shipping confirmation containing available tracking information will be sent after the order has been dispatched.

Tracking events are supplied by the carrier and may take time to appear after dispatch.

Orders containing multiple products may arrive in separate parcels with different tracking numbers. Customers will not be charged an additional standard shipping fee when an order is divided into multiple parcels.

6. Accurate Delivery Information

Customers are responsible for entering a complete and accurate:

Recipient name;
Street address;
Apartment, suite, or unit number;
City, province, state, or region;
Postal or ZIP code;
Telephone number; and
Email address.

We will make reasonable efforts to update the information before fulfillment, but changes cannot be guaranteed after processing or dispatch has begun.

Additional costs resulting from an incorrect or incomplete address may be the customer’s responsibility where permitted by applicable law.

7. Customs and Import Charges

International shipments may be inspected or assessed by customs authorities.

Unless checkout expressly states that duties and import charges are included, the recipient is responsible for applicable import duties, customs charges, taxes, or brokerage fees.

These import-related charges are imposed by the destination authority, carrier, or another authorized party and are not standard shipping charges collected by Terraviqo.

Customs processing is controlled by the destination authority and not by Terraviqo. Customers should review their destination’s applicable import requirements before placing an order.

If a package is refused because the customer does not pay an applicable and properly disclosed import charge, any refund will be handled under our Return and Refund Policy after the parcel has been received and any recoverable costs have been determined, to the extent permitted by law.

8. Delayed, Lost, or Delivered-but-Missing Packages

If tracking has not updated for an unusual period or a shipment exceeds the estimated delivery range, contact us with your order number.

We will review the available tracking information and, where appropriate, open an enquiry with the carrier.

If tracking shows “delivered” but the parcel cannot be found, please:

Check the delivery area and any secure locations around the property;
Ask household members, neighbours, reception staff, or building management;
Review any delivery photograph or carrier notice; and
Contact the carrier and Terraviqo promptly.

We will assess the available delivery evidence and provide reasonable assistance in accordance with applicable law and carrier procedures.

9. Damaged Parcels or Incorrect Items

If a parcel or item arrives damaged, defective, or incorrect, preserve the product and original packaging and contact us within the 30-day return window.

Please provide:

Your order number;
A description of the problem;
A photograph of the shipping label; and
Clear photographs or video showing the product and packaging.

Verified claims will be handled under our Return and Refund Policy.

Terraviqo will pay the approved return shipping cost when a return is required because of our error or a verified product defect.

10. Returned or Refused Parcels

Parcels returned because of an incorrect address, unsuccessful delivery, refusal, or unpaid destination charges will be reviewed after they are received by the appropriate returns facility.

Any refund, reshipment, or customer-paid cost will be determined under our Return and Refund Policy and applicable law.

Customers should not send products to our published business address unless that address has been specifically provided in written return instructions.