Shipping & Delivery

Thank you for shopping with TERRAINCOGNITA. We ship orders with tracking and aim to provide a smooth, reliable delivery experience. Please review the details below before placing your order.

1. Order Processing Time

Orders are usually processed within 1-3 business days after payment is confirmed. Orders placed on weekends or public holidays begin processing on the next business day. During launches, sale periods, holidays, or high-volume periods, processing may take slightly longer.

2. Estimated Delivery Time

Standard delivery usually takes 7-15 business days after the order has shipped. For remote areas, customs checks, postal delays, severe weather, or holiday periods, delivery may take up to 20 business days. Delivery times are estimates and may vary by destination, local courier handling, customs clearance, and factors outside our control.

3. Pre-Order Items

Pre-order items ship according to the estimated shipping date shown on the product page. If an order contains both in-stock and pre-order items, we may ship them together once all items are ready unless otherwise arranged by customer support.

4. Tracking

Once your order has shipped, you will receive a shipping confirmation email with tracking information. Please allow 1-3 business days for tracking to update after the package is handed to the carrier.

5. Duties & Import Fees

For all available destinations, import duties and standard customs clearance fees are included in the final price. Customers will not be required to pay extra duty fees upon delivery. Orders are shipped under DDP (Delivered Duty Paid) terms wherever delivery is available.

6. Shipping Address

Please make sure your shipping address is complete and accurate before placing your order, including apartment number, street name, city, state or province, postal code, and phone number where required. Once an order has shipped, we may not be able to change the address. PO Boxes, Parcel Lockers, APO, FPO, or DPO addresses may not be supported depending on the destination and carrier.

7. Address Changes and Cancellation

If you need to change your address or cancel an order, contact us as soon as possible at contact@terraincognita.shop. We will do our best before shipment. Once shipped, address changes or cancellations may no longer be possible.

8. Delivery Issues

If tracking shows delivered but the package has not arrived, please check your mailbox, front door, parcel locker, reception desk, neighbors, or local courier office first. If the package still cannot be located, contact us and we will help review the tracking and assist with the carrier investigation where possible.

TERRAINCOGNITA is not responsible for packages lost due to incorrect shipping information, refused delivery, failure to collect the package, or theft after confirmed delivery.

9. Lost or Damaged Packages

If a package is confirmed lost or damaged during transit, contact us with your order number and available evidence. For damaged packages, keep the original packaging and take clear photos of the outer package, shipping label, and damaged item.

10. Non-Refundable Shipping Fees

Original shipping fees, express shipping fees, and shipping protection fees are non-refundable unless the issue is caused by a confirmed error on our side.

Contact

For shipping or delivery questions, contact contact@terraincognita.shop.