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FAQs

The following list of frequently asked questions should answer most of the common questions you might have, if you can't find your answers here or you still need further assistance don't hesitate to contact us.

Shopping and Orders

Shipping

Returns and Refunds

My Handicraft

General Web Site FAQs

About Terra Artesana

Shopping and Orders

1. How do I place an order with Terra Artesana?

Ordering from Terra Artesana is easy: simply browse our products and once you find an item you would like to purchase click on the “add to cart” button. You can keep shopping or if you would like to checkout immediately simply go to “my cart” and click on checkout. You will always find the link to “my cart” at top-right corner of TerraArtesana.com web pages. If you wish to change / remove any items go to “my cart” and adjust quantities or remove items as needed; when you are ready click on checkout.

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2. What payment methods can I use?

You can use your credit card to make your payment through any of these 2 secure systems:

PayPal - If you need more information, please go to the PayPal website Google Checkout - If you need more information, please go to the Google Checkout website PayPal and Google Checkout allow you to use: Visa, MasterCard, Amex, Diners, Discover.

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3. Will my order be taxed?

If you live in California, we are required by law to charge you the respective California Sales Tax. However if you live outside California or the USA there are no taxes charged to your order.

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4. Will I have to pay custom duties?

For all shipments to USA you will not have to pay any custom duties. For shipments to other countries you will be responsible to pay custom duties if any. If you would like to know the amount of the custom duties before placing an order please contact the customs office in your country for details.

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5. I live outside the United States. Can I order from TerraArtesana.com?

Absolutely. We ship worldwide. Please see the questions and answers on shipping below for further details on international delivery.

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6. Can I see a record of my transactions with TerraArtesana.com?

Yes you can. If you have a registered account with TerraArtesana.com you can easily check the record of your transactions online. Simply click on the "my account" tab which will appear only after you log in. Once in your account you will see all your transactions.

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7. What if I need help making a selection? Do you have a personal shopping service?

Please give us a call at our toll free number 800-514-3631 for US customers (1-407-567-7793 for international calls) we will be happy to assist you in your selection and give you all the help we can. We don’t offer interior design services at the moment and suggest you contact an interior designer close to you that can take a look at your specific needs.

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8. How do I use discount codes?

If you have a discount code, you can apply it to your shopping cart at any time. After adding products to your cart simply click on the "my cart" link. On the "my cart" page you will see items you added and a box where you can enter the discount code as follows:
Simply click on the "apply coupon" button for the discount to be applied to your shopping cart. You can now checkout enjoying our promotions.

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Shipping

1. When will my order ship?

Most of the handicrafts we sell are made to order by the artisans after you have customized and placed your order. The artisans are relatively fast in crafting your item and depending on the type of item and the size of your order products are usually ready to ship in 3 – 10 business days. You can find further information for your product on the product pages. Please contact us before placing an order if you have any special requirements.

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2. When will my order be delivered?

We deliver each and every order for free within the USA (48 lower states). For our free shipping we rely on FedEx ground which generally takes 4 – 10 business days. Express shipping and international shipping are available; delivery times are usually specified when you receive your shipping quote during the checkout process. Don’t hesitate to contact us for special requirements or additional information.

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3. What does it cost to ship my order?

We offer free shipping in all our products to the USA (48 lower states). We also offer international shipping; various methods are available depending on the type of item and quantity you order. If you want to know the shipping rate for your order before placing it, please go to your cart (by mouse over the “my cart” link, on top right of all TerraArtesana.com pages, then click “go to cart”) and insert your country, state / province and zip code for an estimate then click on the “get a quote” button. Please note that although we constantly work on our shipping system so that it will give you the best and most updated rates, the quote might occasionally differ from actual shipping costs. In such a case, we will notify you with a quote of the actual shipping charges, so that you can review and approve.

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4. Do you offer international shipping?

Yes we do ship internationally; please refer to the above questions regarding costs and delivery times for further information on shipping.

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5. Can I track my orders with TerraArtesana.com?

You can track the status of your orders as follows: - Before your order ships and if you have created an account with us you can login into TerraArtesana.com and click on "my account", here you will be able to see if your order has been processed, shipped, or any additional information pertaining your order. - After you order ships you can track the delivery status with the carrier if the shipping method chosen has a tracking option. If a tracking number is available we will email it to you along with the shipping confirmation as soon as it is available. If you have a registered account with TerraArtesana.com any tracking number and additional shipping information will be available under "my account" after you login.

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6. By which carrier will my order be shipped?

Most of the orders that include free shipping to the USA are shipped via FedEx, for big / heavy items or international destinations we also use Mexpost and occasionally other carriers. If you have special requirements please don't hesitate to contact us.

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7. Can my order be delivered on Saturdays?

If your order is delivered with our free shipping to the US territory we use FedEx ground services and they do not deliver on Saturdays. However, you can arrange to pick up your handicraft at the closest FedEx location on Saturdays by presenting your tracking number (which you receive as the order ships). Please contact FedEx on 1-800-463-3339 for additional questions about their services. If the delivery is outside the US we can’t guarantee that your order will be delivered on a Saturday, however we will do our best to meet your requests. Please get in touch if you need further details.

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8. Can I ship to an address other than my own?

Absolutely. At the checkout process you will have the option to select your delivery address which can be different from your billing address. Note that in some cases due to financial fraud prevention policies we might need to ask you for additional verification when shipping to an address different from your billing address and not on file with your credit card.

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Returns and Refunds

1. My item arrived damaged, what do I do?

All of our shipments are insured. Please contact us immediately or within 3 days and keep all the packaging and boxes as they arrive. We will process a claim with the shipping company and we can either replace your order or send you a refund, as you wish. Please note that if you don’t contact us within 3 days after you receive your damaged order we won’t be able to process the claim and most likely will not be able to replace or refund your order, so please let us know immediately. To expedite the claim process, please email us a couple of photographs of the damaged product as soon as you can. Please do not send your order back, since that will lead to additional shipping costs that you would need to pay for.

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2. What if I change my mind and want to return or exchange my handicraft after my order is placed?

We, at Terra Artesana, offer 100% customer satisfaction guarantee. If for any reason you don’t feel satisfied with your order, please contact us and we will arrange to replace your order or give you a refund. Call us on our toll free number 800-514-3631 for US customers (1-407-567-7793 for international calls) or send us an e-mail and we’ll return your money and adjust your order based on our return policy detailed below.

Duration Terms of the return
Up until order ships Full Money Back
Up to 30 Days after Items Received* Full Money Back minus 15% Restocking Fee
30 Days after Items Received No Refund
   

*please note that if the item has already been delivered, the customer will take care of the return shipping expenses. We are not allowed to issue a refund for shipping charges unless an error was made by Terra Artesana. The 15% restocking fee is charged due to the handmade nature of our products and the potential variations in colors from order to order plus the labor costs for the careful packaging of the items needed to prepare them for shipment.

Warranty

Terra Artesana will replace without charge, (excluding labor) any item supplied by Terra Artesana that is proven to be defective, with an equivalent replacement, within 2 years of the date of purchase, to the original owner, provided it has been used solely in a residential application and installed in accordance with the proper American Standard requirements, used and cleaned as recommended, and not damaged due to abuse, misuse, or negligence. Please be aware that all tiles have a finish that is by nature uneven and variable in color and pattern.

In the event of a warranty claim, the owner will be required to provide proof of purchase - save sales receipt.

This warranty will not cover any damages which might be caused by the product. (Some states do not allow such limitation, so this reference may not apply to you.) Terra Artesana reserves the right to inspect any sink or tub reported to be defective prior to replacement. All decisions are final. Replacement cost EXCLUDES transportation and any labor costs for the removal or reinstallation. Terra Artesana shall not be liable in case of:

  • Improper installation/modification
  • Damages resulting from abuse, such as heavy impact or dropped objects
  • Improper care or maintenance
  • Improper applications (such as exposure to corrosive chemicals, photographic solutions, etc.)
  • Any modifications made to the product after it left Terra Artesana premises
  • Commercial Application

This warranty supersedes all other warranties, expressed or implied. The foregoing warranties are exclusive and made only for the buyer. NO OTHER WARRANTY, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE SHALL BE DEEMED TO EXIST IN CONNECTION WITH ANY OF THE GOODS OR SERVICES SUPPLIED HEREUNDER, AND ANY IMPLIED WARRANTIES FOR A PERIOD GREATER THAN THE WARRANTY PERIOD CONTAINED IN TERRA ARTESANA LIMITED WARRANTY ARE HEREBY EXCLUDED. TERRA ARTESANA SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES IN ANY WAY RELATED TO THE GOODS OR SERVICES SUPPLIED HEREUNDER. No employee, agent, or other person is authorized to give any warranties on behalf of Terra Artesana. In addition to or different from the herein given to assume for Terra Artesana. Any other liability in connection with any of its products except if in writing which is signed by an officer of Terra Artesana and expressly and intentionally gives such warranties or assumes such liability.

the item has already shipped you will be responsible for the return shipping charges. In case of international shipping we won't be able to refund shipping charges.

 

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My Handicraft

1. How do I care for my handicraft?

Copper care
All of our copper bath tubs and sinks come with a protective patina, however copper requires very little maintenance. All you have to do is keep your tub and sink as dry as possible after use. When you wish to clean them, you can do it with a mild soap and water and wipe it dry with a soft cloth. Avoid the use of abrasive sponges or an abrasive cleaner and don’t allow any kind of corrosive substances to sit on the surface. Please be aware that all rustic sinks and tubs have a finish that is by nature uneven and variable in color and pattern. These variations are part of the rustic character and charm.
Bronze sink care
Our Bronze sinks require minimal care, since Bronze is one of the toughest metals and once forged and processed to create our sinks, the bronze will last for years to come without any corrosion or noticeable wearing. The bronze sinks are passed through a chemical process to produce the lasting and rigid finish. This finish has the same result as if the sinks had been submerged in the ocean for years withstanding the attacks of the salt water and different minerals. Even in these conditions Bronze remains almost untouched. When you receive your bronze sink, you will first notice the weight of it and the thickness of the walls, this should by itself give you the idea that your sink will last forever, as it does. Bronze sinks can be cleaned with any mild soap and water. ot send your order back, since that will lead to additional shipping costs that you would need to pay for.

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2. Do you provide installation details?

We provide you with installation information on the product page of your item. However, as we cannot anticipate every particular situation you might encounter, please feel free to consult directly with us. Furthermore, we recommend you consult a specialist for any kind of installation that you do not feel 100% competent in doing yourself. Please remember that handmade crafts are not consistent in their dimensions due to the nature of being crafted by hand and a ½” variance should be expected and allowed for in all planning and designing.

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General Web Site FAQs

1. Why should I register?

Registering is not required to browse or shop with us. However, registering gives you various advantages and features and it only takes 1 minute. Once registered you can add items to your wishlist, or you can check the history of orders you placed and their status; these features will help you organize your shopping and your shopping wishes. We are also trying to improve the sharing aspects of our website, so stay tuned for more exciting features available to registered TerraArtesana.com users.

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2. I forgot my password, what should I do?

When you click on login you will see a link that says: "forgot your password?" Simply click on this link and insert the email address you used to register on TerraArtesana.com and you'll be sent password retrieval instructions.

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3. Is there a risk with storing my information online with you?

Security and privacy are very important aspects of our life at TerraArtesana.com. We understand and value these aspects at TerraArtesana.com and do everything to provide a secure experience by using the latest and best technologies and protecting your privacy by being very sensitive in the way we treat you as our customer. We use thawte to certify the identity of our website and encrypt all sensitive information such as personal and financial details. We use the maximum level of encryption currently supported by web browsers (up to 256 bit encryption). Shop safely when you shop with us.

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4. Do you sell names to other companies?

We do not sell, share or participate in any sort of activity that involves revealing your information to third parties. We also store information on a highly secure server. For further information please read our privacy policy.

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5. What browser settings do you recommend?

We recommend that you use Mozilla FireFox 2.0 or higher, Internet Explorer 5.0 or higher, Google Chrome 10.0 or highger or Mac OSX Safari 3.0 or higher. You can browse and shop at TerraArtesana.com also with an older browser; however, we can not guarantee that the website will work properly with an older browser. You will need Adobe Flash version 5.0 or higher and to enable JavaScript in your browser in order to view some parts of the website. Flash and browsers are free, so we suggest you download the latest version available. The TerraArtesana.com website was developed at a native resolution of 1024 x 768. We recommend that you view our website at 1024 x 768 or a higher resolution to experience the best of TerraArtesana.com.

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6. You recommend that I set my browser to enable cookies. Why is that?

TerraArtesana.com uses cookies to measure activity on our sites. This means we collect anonymous data that can determine which areas and features of our site are most popular by measuring the user activity in order to improve and update our service. Most browsers are set up to accept cookies but if yours isn't, go to your browser's user preferences to turn cookies on. Your privacy will not be compromised as cookies contain no personally identifying information.

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Shopping and Orders

1. How do I find out more about Terra Artesana?

We invite you to take a take a look at our About Us page, where you can read about our history, our name and what’s important to us. And we welcome you contacting us for further details about us.

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2. What is your Customer Satisfaction Guarantee?

Please read our Customer Satisfaction Guarantee Policy.

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3. What is your Eco & Fair policy?

Please read more about our commitment to Eco & Fair.

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