Shipping

What are my shipping options?

Tersano Inc ships using FedEx. We offer standard shipping and expedited shipping for a fee. 

How long does shipping take?

Shipping timelines depend on your location and the courier. Check your tracking information for best estimated time of arrival.

How do I track my order?

Once the order has been shipped you will receive an email with your tracking number. Simply click on the tracking number and you will be directed to FedEx for a status.

What happens if I am not home to receive my shipment?

If you are not home to receive your shipment a door tag will be left with a future delivery date or a location you can pick up your product.

Returns

What is your return policy?

Tersano offers a 14 day return policy. To be eligible for a return, it must be within 14 days of your purchase.

How do I return my order?

To complete your return:

• We require a receipt or proof of purchase
• Email orders@tersano.com for a return authorization
• Once you have a Return Authorization return your product to:
  
  3440 North Talbot Road
  Oldcastle, ON, N0R 1L0
  Canada
  
  You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
• Once the product is received in our facility and inspected will send you an email to notify you we have received your returned item and confirm the approval or rejection of your refund. If you are approved then the refund will be processed and credit will automatically be applied to your original method of payment.

Some of our products and purchases are exempt from being returned or may have special return conditions:

• Gift Cards
• Items purchased over 14 days
• Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
• If the item was marked as a gift when purchased and shipped directly to you, then it is not eligible for return.
• If the item was given to you as a gift then it is not eligible for return.

Late or missing refunds (if applicable)

• If you haven’t received a refund yet, please first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted.
• Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at orders@tersano.com.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you received your item defective or damaged, send us an email at service@tersano.com. We request that you include your original proof of purchase, a detailed description of the damage or defect and the serial number. Once we receive your email and confirm the defect or damage, we will provide you with return and replacement instructions.