Ordering & Returns
The fastest, safest way to order Terressentials products is via our website. Our secure shopping cart and checkout ensures that your transaction credit card information are safe. We do not save credit card information in our system.
We can also take your order over the phone (301-371-7333).
You will receive an order confirmation email when you submit your order, as long as you have provided the correct email address.
Accounts are optional on our website. Creating an account and logging in when you place your order can help you keep track of the products you have ordered over time, but it is not necessary. If you decide to create an account, we will not share your email or personal information with anyone.
If you order from us regularly, you may like using our Quick Order Form. It gives you access to all of our Terressentials products on the same page so that you don't have to navigate all around in order to put items in your cart.
We accept credit cards and checks. If you would like to pay by check, print out a copy of your online cart and mail it to us with your check, or call us with your order and mail your check separately. Please note that we cannot process or ship your order until your check has cleared. Payment by check is not available for international orders.
If you change your mind about your order, you may try to edit or cancel it by emailing or calling us within the first 24 hours after placing your order. Please be aware that, once your order is packed and shipped, there is no way to change it. We check our email and phone messages each morning before we start packing and shipping, so you need to notify us of any changes ASAP after you place your order.
We ship our US orders with USPS and UPS. If you are a US customer, you can select the shipping method you prefer from the shipping options available at checkout. All shipping costs are calculated automatically based on your shipping address, the weight and dimensions of your boxed order, and the published rates with the carrier.
Orders are usually shipped within 1-4 business days, Monday though Friday—we do not ship orders on the weekends. If you have provided your email, you will receive a shipping confirmation email with your tracking number when we ship your package. Most continental domestic USA USPS and UPS Ground packages arrive within 5-10 business days—once an order has been picked up for delivery. However, we must stress that we have no control or input over USPS or UPS or any delivery service's shipping procedures or delivery schedules. Sadly, these days there are no delivery time guarantees. It is important to note that, unfortunately, this has become more true since the pandemic, and especially at holiday times. If you need your order fast, we strongly recommend calling our customer service folks to determine if quick shipping is possible. Expedited shipping may not always be available due to shipper pickup times or on-hand inventory of products. For your estimated shipping time consideration, please note that we are located in Maryland (USA) and that, under normal conditions, an order shipping via USPS or UPS going to the west coast from Maryland may take anywhere from 5-10 business days.
It is important to 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 two or three regular size products. So, stock up and save!
We ship our International Orders via United States Postal Service (USPS) Priority Mail International. All shipping costs are calculated based on the shipping address, the weight and dimensions of your boxed order and whether or not your package will fit in one of the USPS flat rate boxes. However, because our shopping cart system does not update the USPS shipping rates automatically, we'd like you to please note that the shipping charged for your international order is only an estimate, and the actual shipping charge may be greater (or less). You can contact us via email or telephone for a more accurate shipping estimate prior to submitting an order. We will contact you via email if the actual shipping charge is higher than the amount you have paid, and we will give you the option of cancelling your order or paying the additional shipping charge.
Please also 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.
USPS Priority Mail International is not available in all countries. Also, insurance is not available on packages going to certain countries via USPS Priority Mail International. We will contact you prior to shipping your international order if we think there could be an issue with shipping our products to your country.
The US Postal Service states that international packages will arrive in 6-10 business days. Some packages arrive within two weeks, however, in some areas experiencing social unrest or military conflict, shipping times to certain countries may be delayed, as such conditions may interfere with delivery times. At times, in some countries, like Italy, Spain and Brazil, it can take longer than a month to receive your order. Please note that once a package arrives in the destination country, the US Postal Service no longer has control of the package delivery and the USPS or our shipping team can no longer help you track your order.
Duties, Taxes and Customs: International shipping quotes do not include any duties, taxes or other charges that may be applied by your country's government. Any duties and taxes for international shipments are the responsibility of the customer.
Every country has different rules and regulations when receiving international packages. We follow the general guidelines set by the US Postal Service for international shipping that are not specific for any given country.
Customs regulations are often different for small packages versus large packages. Please be sure that you are aware of any specific customs regulations for your country. We cannot be responsible for packages that are detained in customs.
Please read the following outline carefully as we have different return policies for different types of products:
For sanitary reasons, we do not accept returns on our Terressentials personal care products and other personal hygiene or personal care tools or accessory products (i.e., combs, brushes, headbands, cleansing accessories, essential oils, etc.); or on clothing, lounge wear, hats and scarves, etc.; chocolate, coffee, tea or other food or beverage items. If you are ordering a Terressentials product for the first time, we recommend that you: read our product descriptions; our Hair Wash instructions and our Hair Help Resource Guide; our ingredients lists; and that you start with our samplers or our 2 oz trial sizes when available.
Note that a return authorization code is required for any item deemed returnable or accepted for return and returned item must be in its original packaging with merchandise tags intact, and in unused condition. Any return item should be shipped with tracking and insurance. Note that a 10% restocking fee is applied to returned items.
If you experience a damaged shipment, you must contact us within 48 hours of receipt of your order. Due to insurance claims requirements, please do not throw away any damaged packaging or product until we resolve your damage claim! Also due to insurance claims requirements, please email us with a few photos of the damaged shipping box and a few of any damaged product. Please email terrehelpdesk@mailworks.org to notify us with details and photos so that we can work with you to resolve the problem as quickly as possible.
For all products, if we ever make an error and ship you the wrong item, let us know within 48 hours of receiving your shipment, following the instructions above for reporting damaged products, and we’ll be happy to correct it for you. Contact us by email at terrehelpdesk@mailworks.org or by phone at 301-371-7333, M-F 11am-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.