Refund and Return Policy

Refund and Return Policy

Cancellations & Refunds: At Terrace Level we pride ourselves on having one of the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

If you have questions, please email support@terracelevel.com or call us at:

1-762-475-4872

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at:

1-762-475-4872, our website’s chat icon, or email at support@terracelevel.com.

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. Custom order brands include [names of any brands that are made custom].

These units are custom-made to your specification or created once you order. Once you place an order, work on the product commences. Your warranty will guarantee a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made or Made-to-order products.

Refunds and Returns.

If you need to exchange your product, you may do so. You, the customer, are responsible for any shipping costs throughout any returns and exchange processes. 

Due to increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are exchanging the product for another, we may be able to help you cover some of the costs depending on the product. 

Shipping Times

We provide estimated shipping times on the product pages. All orders are dispatched within 1-3 business days and delivered within 5-7 business days.

Infrequently, order delays have proven to be unavoidable and outside of Terrace Level’s control in recent years.  We thank you for your purchase and appreciate your patience.

Please Read the Following

When you are making a purchase from Terrace Level, you are acknowledging the following of the Exchange Agreement:

  • I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Terrace Level within 24 hours of the product being delivered.
  • I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 
  • I understand that products need to be returned unopened and unused.  An additional restocking fee may occur.
  • I understand that if my order has left the warehouse, I am unable to receive a full refund. 
  • I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%. 

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to [email] and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. 

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns

The Terrace Level default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page. 

All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details. 

Chargebacks

Our team is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We will respond in a timely manner and do all that we can to resolve any product issue.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve the issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact support@terracelevel.com for any questions.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.