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Shipping, Returns and Customer Service
TierraPath Overview
Our number one priority at TierraPath.com is providing you, our customer, with the best user experience possible. Shopping at TierraPath is simple and convenient, but we are always interested in hearing from our customers. TierraPath guarantees your satisfaction by offering the following benefits on every purchase:
- Fast Shipping
- 15 Day Return Policy
- Superior Customer Service
Fast Shipping
Enjoy fast shipping. Allow 5-10 business days for receipt within the 48 contiguous states.
Most of our products are priced to include Free Shipping. Occasionally, we will offer products that do not include shipping charges. In these cases, shipping charges appear in the shopping cart when you are finishing your order.
We do not ship to post office boxes. Please provide an address to which FedEx or UPS will be able to deliver.
TierraPath.com offers a large selection of products that ship from many warehouses across the United States. Depending on what you order, you may receive shipments from more than one warehouse.
Therefore, determining the freight cost can be complicated. We attempt to charge you what it will cost us to ship the order. Sometimes, if the freight charge we show for your order is over $200, we may be able to charge a lower rate for you if we look at what you order and where you are. We will do our best to investigate shipping charges over $200 and provide a negotiated rate (if possible) if you request it at the time of your order.
Unless explicitly stated on the product page as a Free Shipping item, your minimum freight charge is $9.95. This includes picking and packing, packaging, preparing a label and dealing with exceptions that may arise. These are essentially fixed charges, which is why we have the $9.95 minimum. If your small order ships from more than one warehouse, we certainly lose money on the shipping and handling in order to provide you the breadth of selection we offer.
We believe we have very competitive prices on the merchandise and freight, especially for larger quantities, since we have volume pricing explicitly stated for the merchandise, and built into our freight rates.
We choose the carrier. We do not ship on your FedEx, UPS or other number because it results in too many errors.
If you provide an incorrect address that results in an address correction surcharge from the shipper, you will be billed for this, so please take care to provide accurate address information to avoid cost and delay.
Freight charges are non-refundable if TierraPath.com made no shipping error.If you would like to pay for expedited shipping, please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we will work to get your order to you in the timeframe needed.
15 Day Return Policy
TierraPath will accept product returns for up to 15 days from the date of purchase:
- All Products must be returned in original condition and in original packaging.
- A restocking fee of 20% will be charged, plus the cost of shipping the product to you will be withheld from the refund for products without manufacturer defect.
- For a refund on non-defective products, please ensure that all packing materials, manuals, instructions, accessories, install kits and external packaging be returned in original condition so that we can resell the item. All returned items must not have been used, installed or modified in any way.
- Orders totaling over U$S 2000 are non-refundable, so please ask us to order samples first.
- Certain items may be designated as non-returnable
Products Damaged in Shipment
If a product arrives damaged, please notify TierraPath within 24 hours of parcel arrival via email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it . In your email, please describe in detail the product damage. It is important for TierraPath to document all damage to product so that we can make a claim with the freight carrier. Once this information is received, we will issue a refund of the purchase value of the damaged item or make an exchange.
Order Cancellation
Orders can be cancelled as long as shipment of product has not occurred. TierraPath will do everything possible to cancel orders before any shipping charges are incurred. However, if a cancellation is placed after shipment of product, returns are subject to our returns policy listed above.
Returns
To return a purchase, please fill out an RMA (Return Merchandise Authorization) form and email it to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . You can download the RMA form here:
RMA form link
We will review your return request within three business days and send you a return address with return instructions. We must receive returned items within 12 days of sending you the RMA. Once received and verified, a refund will be promptly issued.
Customer Service
TierraPath believes the two most important aspects of our business are:
1) Providing the best possible customer service for our customers.
2) Helping to save our worlds natural resources through the distribution of better, more responsible building products.
Please suggest anything you feel would make our service better by emailing us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and thank you for visiting our site.