FAQ
Last Updated: July 7, 2026
Where do you ship from? All orders are processed and dispatched directly from our central warehouse in Hong Kong. We manage our own inventory and quality control to ensure you receive the best outdoor products.
How much is shipping to Australia? Standard shipping is free for all orders across Australia, including large items and deliveries to remote areas. There are no hidden shipping costs or additional handling fees.
How long will it take to receive my order? Order processing takes 2 business days. Transit time takes 9 to 13 business days. The total estimated delivery time is 11 to 15 business days from Monday to Friday.
Which couriers do you use? We partner with reliable carriers including Australia Post, StarTrack, Aramex (Fastway), and Yuntu Express to ensure safe delivery to your doorstep.
What is your return policy? We offer a 45-day return window for all new and unused items in their original packaging.
Where do I send my returns? For the convenience of our Australian customers, returns are processed at our local facility located at 4 Percy St, Auburn NSW 2144, Australia. Please contact us for authorization before sending any items.
Are there any return fees? No. We provide a free downloadable return label and do not charge any restocking fees for authorized returns.
How do I start a return? Simply email us at support@terraliving.au with your order number. We will provide you with a return authorization and specific instructions within 2 business days.
What payment methods do you accept? We accept a wide range of secure payments including Visa, Visa-Electron, Mastercard, Maestro, JCB, American Express, Diners Club, Discover, Afterpay, Apple Pay, Google Pay, and PayPal.
Is my payment information secure? Yes. Our website uses SSL encryption, and our payment gateways Oceanpayment and PayPal are PCI-DSS Level 1 compliant, which is the highest security standard in the industry.
What currency will I be charged in? All transactions are processed in Australian Dollars (AUD). Our prices are all-inclusive of GST and all applicable customs duties.
Where is your company located? Hanyu Tech & Media Limited is a Hong Kong-based company with our registered headquarters and warehouse in Hong Kong. We also maintain an operational support team in Shanghai, China.
Are you affiliated with the brand theTerraLiving? No. Terraliving (terraliving.au) is an independent specialist in outdoor products. We have no affiliation, association, or partnership with the Malaysian brand theTerraLiving.com.
Do you offer a warranty? Yes. We provide a limited warranty ranging from 1 to 5 years depending on the item. Please check the specific product description page for the exact warranty period applicable to your purchase.
How can I contact you? You can reach our Australian support line at +61 29 1465089 or our Hong Kong office at +852 7076 5955. You may also email us at support@terraliving.au. Our business hours are Monday to Friday, 9:00 AM – 5:00 PM (HKT, GMT+8).
Business and Contact Information
Registered Company Name Hanyu Tech & Media Limited
Company Registration Number 78854198
Store Name Terraliving
Corporate Headquarters Address Room D07, 8/F, Phase 2, Kai Tak Factory Building, 99 King Fuk Street, San Po Kong, Kowloon, Hong Kong
Operational Support Office Room 104, 1/F, Building No.16, Area A, Nanxiang Zhidi, Jiading District, Shanghai, China, 201802
Australian Return Center 4 Percy St, Auburn NSW 2144, Australia
Customer Support Email support@terraliving.au
Australian Support Phone +61 29 1465089
Hong Kong Office Phone +852 7076 5955
Business Hours Monday to Friday, 9:00 AM to 5:00 PM (HKT, GMT+8)
Response Time We aim to respond to all inquiries within 1 to 2 business days.
