What are Terressentials’ return policies?
To what locations do we ship?
How can I order Terressentials products?
I don’t feel comfortable placing an order through the internet. Is there another way to place an order?
I would like to pay for my order using my personal check or money order. How can I do this?
I live in the USA. How will my order be shipped?
I live outside of the USA. How will my order be shipped and what is the total cost?
I live far away in another part of the world. Why do I have to pay more for shipping?
Why don't you calculate the exact shipping cost to destinations outside the contiguous US instantly when I place my order?
How do I track my order?
I need to cancel my order. How should I handle this?
What will happen if I enter a name or address that is not correct, or is incomplete?
What will happen if multiple delivery attempts are made and I fail, or refuse, to accept delivery? Will you send my order to me again at no charge?
May I change the delivery address after placing my order?
Do I need to enter my full name?
Do I have to pay for shipping?
What is handling?
Why doesn’t the cost of the product include shipping and handling?
I placed two separate orders. Will you automatically combine them for me to save shipping?
Why is shipping less expensive, per pound, for larger orders?
May I specify the mode of shipment (UPS or USPS)?
Do you guarantee that my order will not be lost or stolen after it is delivered to me?
- W hat are Terressentials’ return policies?
Please read carefully as we have different return policies for different types of products.We cannot accept returns on our Terressentials gourmet, artisan hand-crafted personal care products or on chocolate, coffee, tea or other food or beverage items. If you haven’t ever tried our organic personal care products, we highly recommend that you purchase one or several of our delightful trial size items. Of course, if we ever make an error and ship you the wrong item, let us know within 48 hours of receiving your shipment and we’ll be happy to correct it for you. Contact us by email at
or by phone at 301-371-7333, M-F 10am-4pm EST.
Our fair trade gifts may be returned in the same condition in which they arrived and in their original packaging within 15 days of purchase if you are not completely satisfied. You must email
to arrange the return. Return shipping costs are the the responsibility of the customer except in cases where we have sent an item in error. In that case, we will provide return shipping; however, you must notify us of any discrepancy via email or phone within 48 hours of receipt of your shipment. Email
or call 301-371-7333, M-F 10am to 4pm EST.
Return time may vary depending on your shipping method selection, but we will process returned items and refunds within 48 hours of receiving the product.
- T o what locations do we ship?
We will ship our products to citizens of most any country in the world that has normal relations with the US. This excludes Afghanistan, Cuba, Iran, Iraq, Laos, Libya, North Korea, Serbia and Montenegro, Sudan and Syria.
Alas, for reasons that are unknown to us, shipments to customers in Italy and Spain never seem to reach their destination; therefore, to be fair, we no longer accept orders from our friends there.
Postal insurance is not available for shipments to some countries; the risk of lost or damaged shipments to these destinations must be borne by the customer.
Countries for which insurance is not available are Albania, Angola, Bahrain, Bolivia, Cambodia, Cape Verde, Cayman Islands, Chile, Colombia, Costa Rica, Democratic Republic of the Congo, Dominica, Dominican Republic, Ecuador, El Salvador, Equatorial Guinea, Eritrea, Guatemala, Haiti, Honduras, Indonesia, Israel, Jamaica, Jordan, Kiribati, Maldives, Mexico, Mozambique, Nepal, Norway, Panama, Paraguay, Peru, Pitcairn Island, Rwanda, Saudi Arabia, Seychelles, Sierra Leone, Solomon Islands, Tristan da Cunha, Turks & Caicos Islands, Uganda, Uruguay, Vanuatu, Venezuela, Vietnam and Yemen.
- How can I order Terressentials products?
Anyone can place an order through our web site’s secure shopping cart. It’s easy! Simply click on the the button that says “Add to shopping bag” to select any product. Our web site provides you with all of the information necessary to place an order, including ingredients, product descriptions, photos and pricing.
You can place your order through our secure shopping cart and the shopping cart will provide you with an opportunity to review the items ordered. If you reside in the contiguous USA (excluding Alaska and Hawaii), our shopping cart order page will provide you with the complete total for your order including the shipping charge. Non-USA customers and our friends in Alaska and Hawaii, please note that the posted shipping charges on the shopping cart order page do not apply to your order. Non-contiguous USA orders and international orders will have shipping charges calculated differently as outlined below.
When you place an order through our web site’s secure shopping cart you will receive an email confirmation of your order, provided that you supply us with your proper email address. If you have a spam blocker on your email, please be sure to include Terressentials as someone that you will accept email from, otherwise you will not receive an email confirmation of your order. Rest assured that we are huge supporters of privacy and treat all of our customer information (name, address, telephone, email address, credit card info, etc.) with extreme confidentiality and we will not share or sell your personal data with anyone.
When orders are received through our web site’s secure shopping cart, they are processed electronically without requiring a human being to manually input an order. Electronic order processing is a great technological achievement as it virtually eliminates data errors and speeds up the processing of your order. You create your order and, voila!, a second human is not required to re-type your order into our system because, when you submit your order, the order is automatically transferred to it. Yeah! We love these time-saving measures.
Orders placed through our web site’s secure shopping cart are processed faster than orders sent via snail mail or fax, or called in via telephone.
- I don’t feel comfortable placing an order through the internet. Is there another way to place an order?
We very carefully researched and selected a secure web site shopping cart service. We believe that our shopping cart is much more secure than giving a credit card to a waiter at a restaurant. Who knows what the waiter is doing with your card when he disappears?
If you would like to mail us or fax us your order, you can use our web site’s secure shopping cart to create your order without actually submitting the order through the internet. Simply browse through our web site and click on purchase now to add items to the shopping cart order page and when you are finished, simply print the shopping cart order page, then add your name, address, telephone, credit card information (Visa, Mastercard, Discover or American Express), including credit card expiration date, to the printed order page and mail or fax it to us.
Our fax number is: 301 371-5577.
Our mailing address is: Terressentials, 2650 Old National Pike, Middletown, MD 21769-8817.
Never send your credit card information in an email as this is not a secure method of transmitting confidential financial data.
We can certainly take an order over the phone (301 371-7333) and are always happy to answer questions, but because we are such a small company, telephone conversations and taking orders over the phone do tend to impinge, somewhat, on our time to make products and pack and ship orders out. So, if it is possible for you to utilize our web site’s secure shopping cart, we would greatly appreciate it if you could help us help you by placing your order via our web site.
- I would like to pay for my order using my personal check or money order. How can I do this?
No problem. Simply follow the instructions above for printing a copy of your order using our web site’s shopping cart and mail us the copy of our shopping cart order page (with your complete shipping information and telephone number) along with your check or money order for the merchandise and shipping charges to the address above.
Please be aware that orders placed using a personal check are not shipped until the check has cleared the bank. This process requires additional time and orders placed using a personal check usually have longer delivery times.
- I live in the USA. How will my order be shipped?
If you are customer in the contiguous USA (excluding Alaska and Hawaii), your order will be shipped via UPS Ground delivery or USPS Priority Mail, depending on which is more economical. Please be sure to provide us with your proper street address and zip code.
Please note that once your order has been processed, we cannot make any changes to your order or change any shipping information. If you decide that you want to add or delete an item to your order after your order has been submitted, we will need you to cancel that order and place a new, revised order. If you change your mind about where you would like to have your goods delivered, after your order has been processed, and you make special arrangements with UPS to ship to a different address, UPS will charge an address correction fee for this service. Any address changes made by you, after your order has been shipped, will result in a $5.00 charge made to your credit card account. It is best to work out your delivery details before placing your order to avoid this additional charge.
- I live outside of the USA. How will my order be shipped and what is the total cost?
International orders will be shipped in the most secure and economical method, usually via insured US International Priority Mail, depending upon the country, weight of goods and the services that are available from country to country.
The shipping charge that we would bill to you is the exact cost to ship the goods based upon the weight of the items ordered, plus a $7 (US) international handling fee. Any duties, taxes or brokerage fees, if applicable, that may be imposed by your country or your broker are outside of our shipping charge and we have no way of estimating such things.
When you place an order through our web site, and it is going to a destination outside the contiguous US, a fairly accurate shipping estimate will be sent to the email address you provide, normally within one business day. Shipping estimates for international orders are indeed estimates only; as they are prepared in advance of packing and weighing, it’s possible there could be some small variation in the actual cost. Since your order may be packed up and sent out in as little as one business day, any cancellations must be made immediately.
Note that it can be far more economical to ship more than one item, as the shipping charge is often much the same to ship one regular size product as it is to ship three regular size products.
- I live far away in another part of the world. Why do I have to pay more for shipping?
We don’t mean to be impertinent, but: because you live far away in another part of the world.
There’s the distance. The weight. The cost of fuel. Labor. The US Postal Service takes those things into account when they decide how much to charge us to deliver your order. You may find it hard to believe, but we have no control over USPS mailing rates. Also, the cost of shipping is not based on the value of your order, but its weight, so an inexpensive item that weighs a lot can be not inexpensive to ship to a distant location.
- Why don’t you calculate the exact shipping cost to destinations outside the contiguous US instantly when I place my order?
Some people confuse Terressentials with a multi-billion-dollar multinational corporation. A giant corporation like that will have invested literally billions of dollars into computer technology. Unfortunately, we don’t have that kind of money. As we are a very tiny company, we don't have the technology to calculate the shipping rates for all destinations in the world at the point of purchase. We do, however, send a fairly accurate shipping estimate to the email address you provide, normally within one business day.
Whenever possible, we try to see if your order can fit into a Priority Mail Flat Rate box to save you money on shipping—but this can’t be done instantaneously. That’s why the shopping cart page bears the message SHIPPING/HANDLING RATES ARE AS SHOWN FOR CONTIGUOUS US RETAIL ORDERS ONLY.
We do give you the option of cancelling your order without a problem if you’re not happy with the shipping rates, which we have no control over. If you wish to cancel your international order, please let us know within 24 hours. Your credit card will not have been charged.
- How do I track my order?
The majority of orders are processed and shipped out in one business day.* On the day that your order is shipped out, UPS or the USPS will begin sending you updates via email to let you know its status. Take note of the tracking number contained in this email. Please note that your Terressentials order number (shown on your e-receipt) is not your UPS or USPS tracking number.
To track your order if it’s shipping via USPS, go here.
To track your order if it’s shipping via UPS, go here.
When you place an order on the Terressentials web site, you’ll immediately be sent an e-receipt. This gives you the opportunity to verify that your address is complete and correct, and that your product selections are to your satisfaction.
If your order is being shipped to an address outside the contiguous US, you’ll also be sent via email, typically in one business day, a note with the projected shipping cost to your global destination.
If you have received an e-receipt, but have not yet heard from UPS or the USPS via email, this more than likely means that your order is in process here at Terressentials and will be in the hands of the friendly UPS or Postal Service man or woman and on its way to you very soon. If there is an issue with your credit card or other information, we will contact you via email and/or phone, so be sure to check your messages.
If you have placed an order, but have not received an e-receipt, this probably means that there was a typo in your email address. Your order will be processed and shipped in the normal fashion, but all email notifications will be sent to an alternate universe rather than this one. Please double-check your email address (and delivery address) when you enter them.
You won’t see a change in your credit card balance immediately after placing your online order. Your credit card will not be charged until the day your order is shipped out.
*Under unusual circumstances, such as unpredictable surges in demand (thank you, Dirty Jobs!) or hurricanes, blizzards and earthquakes (typically all during the same week), turnaround time may exceed one day. For this reason, we guarantee that we will always get your order to you as swiftly as humanly possible, if not faster. On occasion, this will be more than one day.
- I need to cancel my order. How should I handle this?
You should carefully consider your order before you submit it to our order processing team. Once an order is packaged and on its way to you, it’s not possible to change or cancel it.
If you change your mind about your order within the first 24 hours, you may try to cancel it by sending an email to both
so that we can see if it’s possible. In addition, we recommend calling us, at 301 371-7333.
Please note that we cannot guarantee that we can stop an order from being shipped once it has been submitted.
If your order is shipped to you and you refuse the shipment, you may be eligible for a refund, provided that we receive the returned package, unopened and undamaged, in its original sealed shipping carton, via UPS within ten days of its original shipping date. Refunds do not include shipping and handling, and are subject to a 15% restocking fee.
Please also note that our order processing and shipping team normally works Monday through Friday between the hours of 10 am and 6 pm eastern time (except holidays).
- What will happen if I enter a name or address that is not correct, or is incomplete?
Please take care that the name(s) and address(es) you enter are both correct and complete. If your address is incorrect, or incomplete, the delivery person will not know where to find you, or will deliver your package to the wrong place. If the delivery person has to do extra work to find you, there will be additional charges, and these charges will be billed to your credit card.
If your order is delivered to the address you provide, and that address is incorrect, we, and UPS or the Postal Service, can’t be held responsible if you fail to receive your order.
Please enter your name and address carefully and review them to ensure that they are complete and correct. Make sure that you don’t switch billing and shipping addresses, and be sure to include an apartment or suite number if one is required. A correct zip or postal code is required in all cases.
- What will happen if multiple delivery attempts are made and I fail, or refuse, to accept delivery? Will you send my order to me again at no charge?
After several attempts, your order may be returned to us. Because UPS, or the Post Office, must spend money to do this, there may be additional shipping costs which will be charged to your credit card. International customers, take note!
If your order is returned to us, and you would like us to send it back to you, you will be charged again for shipping and handling. If your order is returned to us, and you don’t want us to re-send it, you may be eligible for a refund, provided that we receive the returned package, unopened and undamaged, in its original sealed shipping carton, within ten days of its original shipping date. Refunds do not include shipping and handling, and are subject to a 15% restocking fee.
- May I change the delivery address after placing my order?
If you wish to change the delivery address, or fix an incorrect or incomplete address, after your order is in the hands of UPS or the Postal Service, there will be additional charges, and these charges will be billed to your credit card. In some cases it will not be possible to change the delivery address after the order is in transit. Please enter your information carefully.
- Do I need to enter my full name?
Yes, you do. If you give us just a first name, or just a last name, or a name that could be either a first or last name, we will hold your order until you let us know your first and last names, and the first and last names of the recipient, if the order is being shipped to a third party. We also require your full name as it is printed on your credit card.
By the way, by full name, we mean just your given name followed by your surname. We don’t need to trouble you for your middle name, degrees, lineage or any of that.
- Do I have to pay for shipping?
No, shipping is optional. You only have to pay for shipping and handling if you want to have a skilled Terressentials team member carefully assemble and package your order, and to have UPS or the Post Office deliver it to you. We will be happy to hold your order for pickup at either of the Terressentials retail stores here in Maryland, in which case you will not be charged a shipping and/or handling fee. We would love to meet you!
- What is handling?
Handling covers the cost of labor and materials to get your order ready for shipping by UPS or the Postal Service. It’s quite literally like having your own personal shopper who takes care of your order for you.
- Why doesn’t the cost of the product include shipping and handling?
Because the expenses associated with shipping and handling don’t scale up in a linear fashion. In other words, we could do it, but you wouldn’t like it.
Consider a small order, say, one Fragrance-free Toner, sent from here in Maryland to a home in the geographic center of the US (Lebanon, Kansas). UPS charges $16.49 to ship it there. (Do they really charge that much? Yes, they do.) Let’s say handling costs $1. $16.49 + $1 + $9.50 comes to $26.99. So, we could offer free shipping and handling, and the toner would cost $26.99. Fair enough.
But what if our customer in Kansas wanted five toners? She’d pay $134.95 for them (5 x $26.99), and shipping and handling would be free. Except she’d really be paying $9.50 for each toner, and $87.45 for the free shipping and handling. But UPS charges only $18.38 to deliver all five together. Would that be fair? We don’t think so. That’s why shipping and handling are charged separately—to save you money when you place a larger order.
- I placed two separate orders. Will you automatically combine them for me to save shipping?
We typically are not able to combine separate orders. Each order is processed, packed and shipped individually. To save on shipping and handling, it is advisable to consolidate your orders in advance if possible.
- Why is shipping less expensive, per pound, for larger orders?
Because both UPS and USPS charge more per pound to deliver smaller orders. For example, for a cross-country residential delivery, UPS charges $5.97 per pound for a two and one-half pound shipment...but for a half-pound package, it goes up to $24.56! To save on shipping and handling, it is advisable to consolidate orders in advance if possible. Do you think that nice person across the hall would like to go in on a Terressentials order with you?
- May I specify the mode of shipment (UPS or USPS)?
Once your order has been processed out, it is not possible to change the shipper. Our stated domestic shipping and handling rates are based on optimized mode use. Sometimes UPS Ground is more economical to a particular destination; sometimes USPS Priority Mail is more economical. We ship each order via its most cost-effective mode. Changing to a non-optimised mode is likely to result in higher shipping costs, as we would ask the customer to accept the responsibility for the difference in cost between our optimised shipper and the customer’s requested mode. This difference would be added to the customer’s order total.
All shipments to addresses outside the contiguous US are sent by USPS Priority Mail.
- Do you guarantee that my order will not be lost or stolen after it is delivered to me?
Both UPS and the USPS guarantee the delivery of insured parcels. The responsibility of the shipper ends at the point of delivery. If UPS or USPS records indicate that an order has been successfully delivered to a given address, Terressentials cannot accept responsibility for the whereabouts of a package beyond that point.
It has been our experience that a shipment that seems to have disappeared (a rare occurrence) is often found to be in the care of another resident at the address, or with a neighbor. Sometimes a shipment will simply appear at one’s door or mailbox a few days later than expected. So, don’t panic. Ask around, and give it a few days.
If your order is being delivered to an area where there is the possibility of parcel theft, purchase the “Signature Required” option when checking out to ensure that your parcel will not be left unattended. Designate a trusted neighbor to sign for the package if you will not be present when it is delivered. If you don't select “Signature Required,” we'll take that to mean you're waiving that requirement.
Alternatively, you may have your order delivered to your place of business, or to your nearest UPS Customer Center for pickup. For more information about this free service, go
Residential US orders with a product total over $250 will be sent “Signature Required” at no extra charge. If you place a residential US order with a product total over $250, there will need to be a signee at your shipping address at the point of delivery.