FAQs
Categories
General ordering
How do I place an order?
Choose the items you want, add them to your cart, and proceed to checkout. Enter your shipping and billing details and select a payment method. Orders placed and paid for before 6:00 PM (Sydney time) on business days are usually processed the same day; otherwise they are processed the next business day.
Can I change or cancel my order?
You can request changes or cancellation free of charge within 6 hours of confirmed payment by emailing support@terraliving.au with your order number. After 6 hours we cannot guarantee changes; if the order has been dispatched you must follow the returns process.
Shipping and delivery
Do you charge for shipping?
Standard shipping is free for all orders. Free shipping is included in the product price shown at checkout and covers ordinary parcels, oversized product shipping, remote area delivery and customs/clearance fees for delivery to Australian addresses. If a product requires a specialist freight service, we will display any exception at checkout.
Do you ship from Australia or overseas?
All orders are fulfilled from our Hong Kong warehouse and our Australian fulfilment centre. Shipping details are provided at checkout. Standard delivery within Australia typically takes 7–9 business days from dispatch.
What if my order ships in multiple parcels?
Items may ship separately depending on stock and warehouse locations. Each parcel will have its own tracking number and may arrive on different days.
Tracking and delivery problems
How do I track my order?
A: You will receive an email with tracking information when your parcel is dispatched. Tracking updates are provided by the carrier.
My tracking shows delivered but I didn’t receive the parcel — what should I do?
First check with neighbours or the carrier. If you still cannot locate it, contact the carrier using the tracking number, then email support@terraliving.au; we will assist with the investigation. For orders over AUD 300, a signature is required; if the carrier marks the parcel delivered without a signature, you must contact the carrier first and provide evidence — we will then assist in lodging a claim.
Can I request the courier to leave the parcel in a safe place?
You may authorise “leave if safe,” but please note that if you request the parcel to be left unattended and it is later lost or stolen, Terraliving is not responsible.
Returns, exchanges and refunds
How long do I have to return an item?
A: We accept returns within 45 days of delivery for items in unused condition with original packaging, unless the product page states otherwise.
How do I start a return?
Email support@terraliving.au with your order number, reason for return and photos if applicable. Do not return goods without authorisation.
Where do I send returns?
Returns should be sent to our Australian returns address: Moorebank, NSW, 2170, Australia. Returns from outside Australia require prior written approval and may not be accepted.
FAQ
Last updated: November 19, 2025
General ordering
Q: How do I place an order?
A: Choose the items you want, add them to your cart, and proceed to checkout. Enter your shipping and billing details and select a payment method. Orders placed and paid for before 6:00 PM (Sydney time) on business days are usually processed the same day; otherwise they are processed the next business day.
Q: Can I change or cancel my order?
A: You can request changes or cancellation free of charge within 6 hours of confirmed payment by emailing support@terraliving.au with your order number. After 6 hours we cannot guarantee changes; if the order has been dispatched you must follow the returns process.
Shipping and delivery
Q: Where do you ship?
A: We ship to addresses within Australia only.
Q: Do you ship from Australia or overseas?
A: All orders are fulfilled from our Hong Kong warehouse and our Australian fulfilment centre. Shipping details are provided at checkout. Standard delivery within Australia typically takes 7–9 business days from dispatch.
Q: Do you charge for shipping?
A: Standard shipping is free for all orders. Free shipping is included in the product price shown at checkout and covers ordinary parcels, oversized product shipping, remote area delivery and customs/clearance fees for delivery to Australian addresses. If a product requires a specialist freight service, we will display any exception at checkout.
Q: What if my order ships in multiple parcels?
A: Items may ship separately depending on stock and warehouse locations. Each parcel will have its own tracking number and may arrive on different days.
Tracking and delivery problems
Q: How do I track my order?
A: You will receive an email with tracking information when your parcel is dispatched. Tracking updates are provided by the carrier.
Q: My tracking shows delivered but I didn’t receive the parcel — what should I do?
A: First check with neighbours or the carrier. If you still cannot locate it, contact the carrier using the tracking number, then email support@terraliving.au ; we will assist with the investigation. For orders over AUD 300, a signature is required; if the carrier marks the parcel delivered without a signature, you must contact the carrier first and provide evidence — we will then assist in lodging a claim.
Q: Can I request the courier to leave the parcel in a safe place?
A: You may authorise “leave if safe,” but please note that if you request the parcel to be left unattended and it is later lost or stolen, Terraliving is not responsible.
Returns, exchanges and refunds
Q: How long do I have to return an item?
A: We accept returns within 45 days of delivery for items in unused condition with original packaging, unless the product page states otherwise.
Q: How do I start a return?
A: Email support@terraliving.au with your order number, reason for return and photos if applicable. Do not return goods without authorisation.
Q: Where do I send returns?
A: Returns should be sent to our Australian returns address: 13 Emporium Ave Kemps Creek NSW 2178 Australia.
Returns from outside Australia require prior written approval and may not be accepted.
Q: Who pays return postage?
A: For returns due to product defects or shipping damage we reimburse reasonable return postage costs after inspection (you must supply receipts). For customer-initiated returns (change of mind, wrong size, etc.) the customer pays the cost of return postage. A 5% restocking fee applies for customer-initiated returns.
Q: How long does a refund take?
A: Refunds are processed within 10 calendar days days after we receive and inspect the returned item. The time until you see the funds depends on your bank or payment provider.
Q: What if I want an exchange?
A: Exchanges are supported only if requested within 6 hours of payment. After 6 hours, please return the original item and place a new order. For defective items, we prioritise replacement where stock allows.
Order fulfilment and stock
Q: What happens if an item is out of stock after I order?
A: If an item becomes unavailable after purchase we will notify you and offer a replacement, backorder, or refund. Backorder items will ship within a maximum wait of 14 days; if we cannot meet this timeframe we will contact you.
Q: Can I reserve stock or pre-order?
A: Pre-order or backorder options will be clearly marked on the product page and list estimated dispatch dates.
Customs, duties and tax
Q: Will I pay customs or import duties?
A: For deliveries to Australian addresses, product prices already include any taxes, customs or clearance fees necessary for delivery. You will not be asked to pay additional import duties for orders shipped within Australia.
Security and privacy
Q: Are my payment details safe on Terraliving?
A: Yes. Payment transactions are encrypted and processed through Shopify and PayPal payment gateways. Terraliving does not store full card numbers. Our site uses SSL and other measures to protect data.
Q: How can I access or delete my personal data?
A: Email support@terraliving.au to request access, correction, export or deletion of your personal information. We will respond in a timely manner in accordance with our Privacy Policy and applicable law.
Damaged or missing items
Q: What if my product arrives damaged?
A: Contact support@terraliving.au within 45 days of delivery and include photos of the damage and packaging. We will assess the issue and, where verified, either replace the item or issue a refund.
Q: My parcel never arrived — what can I do?
A: Email support@terraliving.au and submit a missing parcel claim within 30 days of the estimated delivery date. Provide your order number and any tracking details; we will liaise with the carrier and assist with the claim.
Account and login
Q: Do I need an account to buy?
A: No — you can checkout as a guest. Creating an account lets you view order history and save shipping preferences. You can request deletion of your account and associated data at any time via support@terraliving.au
Promotions and pricing
Q: Are sale prices final?
A: Yes. The price displayed at checkout is the final price you pay. If a promotion or discount required purchase of multiple items and you return part of the order causing the promotion conditions to no longer apply, we may adjust the refund accordingly.
Contact and support
Q: How can I reach customer support?
A: Email support@terraliving.au. We respond within two business days during business hours: Monday to Friday, 9:00 AM – 5:00 PM (Sydney time).
Legal and disputes
Q: What if I have a dispute?
A: If you are dissatisfied with a resolution, support@terraliving.au for escalation. If unresolved, you may contact relevant consumer protection authorities in Australia.
Other
Q: Do you accept returns from outside Australia?
A: Generally we only accept returns from Australian addresses. International returns require prior written approval from support@terraliving.au; customers are normally responsible for international return postage and customs clearance costs unless the return is due to a verified product fault.
