FAQ
Order & Shipping
Q1:How long will it take to receive my order?
Processing Time: 1-3 business days
Shipping Time: Standard delivery times range from 2-3 business days
Notes: Receiving Time = Processing Time + Shipping Time
If you have more questions, please refer to our shipping policy
Q2:Can the Tera products be shipped to P.O. BOX address?
The Tera products are too large to deliver a PO box. Please provide a non-PO box address when you make an order.
Q3:How to place a tax exempt order with Tera?
Please register a user account on our website, and send us your account user email address along with your tax exempt form. We will notify you when it is ready.
Q4:Can I update the shipping address for my order?
Please email us at cs@tera-innovation.com or text to +1 (626)438-1404 / +1 (323) 406-2106 within 24 hours of placing your order.
We can change the shipping address for your order as long as it has not shipped yet.
Q5:How can I track my order?
Our orders are fulfilled by DHL, Fedex, UPS, USPS, DPD. You can track your order through the delivery service provider website with the tracking number we provided.
Exchange & Return
Q1:What is your return policy?
Tera offers a 30-day money back guarantee for goods purchased directly from tera-innovation.com. We are confident that you will love your new Tera product. However, if you are unsatisfied for any reason, simply contact us and we will process your application as soon as possible.Please check our return/refund policy here.
Q2:How do I make changes to my order?
Please email us at cs@tera-innovation.com or text to +1 (626)438-1404 within 24 hours of placing your order. We will be able to change the order if it has not shipped by the time you reach us.
Q3:How do I cancel my order?
Please get in touch with our customer service team within 24 hours of placing your order for assistance. We can cancel the order if it has not been shipped out.
If the package has shipped, please ensure that the product is unused and return the product to us. Please note that you will need to pay for return shipping.
Learn more about Return & Refund.
Q4:My product is faulty or arrived defected/missing.
Although this rarely happens, if the item arrives damaged, please contact our customer service in a timely manner and we will send you a replacement once we confirm the item is defective.
We apologize for your less-than-perfect experience.
Q5:Can I return my product?
Returns are accepted if you are not fully satisfied with your product. Returned items must be new or with minor signs of use and undamaged.
All return shipping costs are at your own expense.
To start the return process, please contact our customer service.
For more details, please see our Return & Refund Policy.
Q6:How can I have a warranty item replaced?
Please email us at cs@tera-innovation.com with your request, order ID (or model number and quantity).
Learn more about Warranty and Returns.
Q7:How do I process a return and refund?
1. Please call+1 (626)438-1404 or send an email to cs@tera-innovation.com to contact us during our normal business hours.
2. Please provide valid purchase voucher, including purchase channel, order number, shipping tracking number and other information.
3. Sales invoice or order confirmation email that clearly shows the description of the product, its price and sales channel.
4. The defective item’s serial number (usually on the bottom of the product) and/or visible proof (e.g.: Pictures or short video) depicting the defect will be required.
30-Day money-back guarantee not applicable on unpacked/used products.
5. Please make sure the package is in good condition and will not affect the re-sale. In addition, the shipped orders and cannot be refunded during transportation.
Q1:How long will it take to receive my order?
Processing Time: 1-3 business days
Shipping Time: Standard delivery times range from 2-3 business days
Notes: Receiving Time = Processing Time + Shipping Time
If you have more questions, please refer to our shipping policy
Q2:Can the Tera products be shipped to P.O. BOX address?
The Tera products are too large to deliver a PO box. Please provide a non-PO box address when you make an order.
Q3:How to place a tax exempt order with Tera?
Please register a user account on our website, and send us your account user email address along with your tax exempt form. We will notify you when it is ready.
Q4:Can I update the shipping address for my order?
Please email us at cs@tera-innovation.com or text to +1 (626)438-1404 / +1 (323) 406-2106 within 24 hours of placing your order.
We can change the shipping address for your order as long as it has not shipped yet.
Q5:How can I track my order?
Our orders are fulfilled by DHL, Fedex, UPS, USPS, DPD. You can track your order through the delivery service provider website with the tracking number we provided.
Q1:What is your return policy?
Tera offers a 30-day money back guarantee for goods purchased directly from tera-innovation.com. We are confident that you will love your new Tera product. However, if you are unsatisfied for any reason, simply contact us and we will process your application as soon as possible.Please check our return/refund policy here.
Q2:How do I make changes to my order?
Please email us at cs@tera-innovation.com or text to +1 (626)438-1404 within 24 hours of placing your order. We will be able to change the order if it has not shipped by the time you reach us.
Q3:How do I cancel my order?
Please get in touch with our customer service team within 24 hours of placing your order for assistance. We can cancel the order if it has not been shipped out.
If the package has shipped, please ensure that the product is unused and return the product to us. Please note that you will need to pay for return shipping.
Learn more about Return & Refund.
Q4:My product is faulty or arrived defected/missing.
Although this rarely happens, if the item arrives damaged, please contact our customer service in a timely manner and we will send you a replacement once we confirm the item is defective.
We apologize for your less-than-perfect experience.
Q5:Can I return my product?
Returns are accepted if you are not fully satisfied with your product. Returned items must be new or with minor signs of use and undamaged.
All return shipping costs are at your own expense.
To start the return process, please contact our customer service.
For more details, please see our Return & Refund Policy.
Q6:How can I have a warranty item replaced?
Please email us at cs@tera-innovation.com with your request, order ID (or model number and quantity).
Learn more about Warranty and Returns.
Q7:How do I process a return and refund?
1. Please call+1 (626)438-1404 or send an email to cs@tera-innovation.com to contact us during our normal business hours.
2. Please provide valid purchase voucher, including purchase channel, order number, shipping tracking number and other information.
3. Sales invoice or order confirmation email that clearly shows the description of the product, its price and sales channel.
4. The defective item’s serial number (usually on the bottom of the product) and/or visible proof (e.g.: Pictures or short video) depicting the defect will be required.
30-Day money-back guarantee not applicable on unpacked/used products.
5. Please make sure the package is in good condition and will not affect the re-sale. In addition, the shipped orders and cannot be refunded during transportation.