Frequently Asked Questions

 

 

General Inquiries

1. What is TERRASSIC?

TERRASSIC is an Indian brand having its physical store in Bengaluru, India and also an online store specializing in unique and high-quality products. Our goal is to provide a wide range of items to meet various customer needs.

2. How can I contact TERRASSIC?

You can reach us via email at info@terrassic.com, or by phone at +91 93412 10271. We're also active on social media platforms as listed below:

    • Facebook: @MyTerrassic
    • Twitter/X: @MyTerrassic
    • Instagram: @MyTerrassic
    • LinkedIn: @MyTerrassic
    • YouTube: @MyTerrassic

 Account Assistance

3. How do I create an account on TERRASSIC?

To create an account, click on the "Sign Up" button on our website, provide the required information, and follow the prompts to complete the registration process.

4. I forgot my password. How can I reset it?

Click on the "Forgot Password" link on the login page, enter your registered email address, and follow the instructions sent to your email to reset your password.

5. How can I update my account information?

Log in to your account, go to the account settings section, and update your information as needed.

Ordering and Payment

6. How do I place an order?

Browse our catalogue or list of products, select the items you wish to purchase, add them to your cart, and proceed to checkout. Follow the on-screen instructions to complete your order.

7. What payment methods do you accept?

We accept various payment methods, including major credit cards (Visa, MasterCard, RuPay etc), PayPal, and other secure payment options. Our Payment Gateway is Razorpay.

8. How can I modify or cancel my order? If your order has not been shipped, you can modify or cancel it by contacting our customer support team.

Shipping and Delivery

9. What are your domestic shipping options and rates?

Domestic Shipping:

  • We offer shipping across all regions within India.

Domestic Shipping Rates:

  • We ship through reputed courier partners to ensure faster and safe delivery.
  • We offer flat-rate shipping and variable rates based on location.
  • Enjoy free shipping on orders over Rs.3000/-

10. Do you ship internationally?

International Shipping:

  • Currently, we are not undertaking any international shipping by default. However, based on customer preferences, our team can take this up on a case-to-case basis.

International Shipping Rates:

  • Rates are determined based on weight, size, and destination.
  • Additional fees such as customs duties and taxes may apply.

11. How can I track my order?

Once your order is shipped, you will receive a tracking number via email. You can use this number to track your order on the carrier's website.

12. What should I do if my order is delayed?

If your order is delayed, please contact our customer support team for assistance. We will provide updates and work to resolve any issues.

 Returns and Refunds

13. What is your return policy?

Eligibility for Returns:

  • Items can be returned within seven (7) days of delivery in their original condition and packaging.
  • Non-returnable items include final sale items and custom orders.

14. How do I initiate a return?

Return Process:

  • To initiate a return, contact our customer support team at info@terrassic.com or fill out a return request form on our website.
  • Returns require prior authorization from our support team.
  • Follow the instructions provided for packaging and shipping the returned items.

15. When will I receive my refund?

Refund Eligibility:

  • Refunds are issued for items returned in their original condition.
  • Refund requests must be made within seven (7) days of receiving the item.

Refund Process:

  • Once we receive and inspect the returned items, we will process your refund.
  • Refunds will be issued via the original payment method or as store credit.
  • Refunds are typically processed within fourteen (14) days of receiving the returned item.

Product Issues

16. What should I do if I receive a damaged or defective item?

If you receive a damaged or defective item, please contact our customer support team within 7 days of delivery. Provide photos / videos of the damage, and we will work to resolve the issue promptly.

17. Can I exchange an item?

Eligibility for Exchanges:

  • Items can be exchanged if the wrong item was received or if the item is defective.
  • Non-exchangeable items include custom or personalized items.

Exchange Process:

  • To initiate an exchange, contact our customer support team at info@terrassic.com.
  • Follow the provided process for sending and receiving exchanged items.

 

Privacy and Security

18. How do you protect my personal information?

We take your privacy seriously and use industry-standard security measures to protect your personal information. For more details, please review our Privacy Policy.

19. Will my information be shared with third parties?

We do not share your personal information with third parties without your consent, except as required by law or to fulfil your orders.

 

Customer Support

20. What are your customer support hours?

Our customer support team is available Monday to Saturday from 10 AM to 7 PM (Indian Standard Time). We are closed on Sundays.

21. How long does it take to respond to support inquiries?

We strive to respond to all support inquiries within 24 hours during our business days.

22. How can I provide feedback on my support experience?

We value your feedback! You can provide feedback through surveys sent to you after your support interaction or by filling out a feedback form on our website.

Special Assistance

23. Do you offer support for customers with disabilities?

Yes, we provide services and resources to assist customers with disabilities. Please contact our customer support team for more information.

24. Is multilingual support available? Currently, we are proficient to communicate in English, Hindi, Kannada, Tamil, Malayalam languages. Please inform our customer support team of your preferred language.

 

Policies and Changes

25. Where can I find your shipping policy?

Our shipping policy is available on our website under the "Shipping Policy" section.

26. How can I stay informed about changes to your policies?

We notify customers about changes to our policies via email and updates on our website.

27. Can the terms and policies change? Yes, we reserve the right to update our terms and policies at any time. Changes will be communicated through our website and direct communication channels.