Contact Information

Last updated: September 3, 2026

Terraviqo is the seller responsible for orders placed through https://terraviqo.com.

Customers may contact us for assistance with products, orders, shipping, returns, refunds, payments, privacy requests, or other store-related questions.

1. Customer Support Contact Details

Business Name: Terraviqo

Email: support@terraviqo.com

Phone: +1 418-213-8317

Business Address: 26 South Rd, Stouffville, ON L4A 2G1, Canada

Website: https://terraviqo.com

Customer enquiries are monitored on business days, Monday through Friday, excluding Canadian public holidays.

Response times may be longer during public holidays, promotional periods, peak shopping periods, or periods of unusually high demand.

2. Information to Include

To help us respond efficiently, please include:

• Your full name;

• Your order number, if applicable;

• The email address used to place the order;

• A clear description of your question or concern; and

• Relevant photographs or video if the product arrived damaged, defective, materially different from its description, or incorrect.

Please do not send complete payment-card numbers, card security codes, banking information, account passwords, or other sensitive payment credentials by email, telephone, contact form, or any other message.

3. Order and Shipping Enquiries

For questions about order status or delivery, please include your order number and the email address used during checkout.

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

After dispatch, standard delivery normally takes 7–15 business days. The estimated total time from confirmed order to delivery is therefore 8–18 business days.

Tracking information will be sent to the email address provided during checkout when it becomes available. Tracking events are supplied by the carrier and may take additional time to appear after dispatch.

Delivery estimates are provided in good faith but are not guaranteed arrival dates. Complete information about shipping destinations, processing, delivery estimates, tracking, customs charges, and delivery problems is provided in our Shipping Policy.

4. Returns and Refunds

Eligible return requests must be submitted within 30 calendar days after delivery.

Customers must contact Terraviqo and receive return authorization and instructions before sending an item back. Returns are accepted by mail only.

The correct return address and return instructions will be provided after the request has been reviewed. The published business address above should not be used as an automatic return address unless Terraviqo specifically authorizes the return to that address in writing.

Return shipping responsibility depends on the reason for the return:

• Terraviqo covers reasonable approved return shipping costs for verified damaged, defective, materially misdescribed, or incorrect items.

• Customers are responsible for return shipping costs for preference-based returns, including change of mind, fit concerns, ordering the wrong size or colour, or no longer wanting the item.

After an eligible return is received, inspected, and approved, the refund will be issued to the original payment method within 10 business days. The customer’s bank, card issuer, or payment provider may require additional time to post the credit.

Complete return eligibility requirements, exclusions, procedures, shipping-cost responsibilities, and refund conditions are provided in our Return and Refund Policy.

5. Payment Enquiries

For questions about a payment, charge, authorization, cancellation, or refund, please include:

• Your full name;

• Your order number;

• The date and amount of the transaction; and

• A description of the payment issue.

Payments are processed securely through Shopify and its authorized payment providers. Terraviqo does not ordinarily receive or store complete payment-card numbers.

Customers should not send complete card numbers, card security codes, banking passwords, account passwords, or other sensitive payment credentials when contacting us.

Additional information about payment authorization, failed payments, verification, and refunds is provided in our Payment Methods Policy.

6. Privacy Requests

For questions or requests concerning personal information, including access, correction, deletion, consent, or privacy complaints, contact:

Email: support@terraviqo.com

Please use “Privacy Request” in the email subject line and provide enough information for us to identify and respond to the request.

We may request reasonable information to verify the identity or authority of the person submitting the request. Do not include payment-card details, banking passwords, or account passwords.

More information about how Terraviqo collects, uses, retains, and discloses personal information is provided in our Privacy Policy.

7. Platform Information

Terraviqo operates its online store using Shopify. Shopify provides the ecommerce and checkout platform used to make the store available.

Terraviqo remains the seller responsible for its products, order fulfilment, customer service, shipping, returns, and refunds relating to purchases made through our store.

Third-party payment providers and delivery carriers may separately process information or provide services necessary to complete a transaction or delivery.

8. Updates to Contact Information

Terraviqo may update its contact information when necessary.

The current contact information will be published on this page and updated elsewhere on the website where required. Customers should use the contact information shown on the latest version of this page.

Changes to our contact information do not affect existing customer rights or Terraviqo’s responsibilities for previously accepted orders.