FAQ - Frequently Asked Questions
ORDERING / SHIPPING / OUR GUARANTEE / RETURNS / CONTACTING US / WHOLESALE / DIFFERENCE BETWEEN TERRA EXPERIENCE WEBSITES / OTHER
You can order off this website using our Shopify cart.
How: In the United States we generally ship via US Priority Mail. Internationally we usually ship via US International Priority Mail (Global Priority Mail) or via US Postal Service's First Class International Mail (for packages 4 pounds or less). We may be able to arrange alternative shipping if you have a need to do so. Contact us at 608-849-8720 or email@example.com for more information.
Where: Our Shopify shopping cart calculates postage for the United States. We also ship internationally. Please contact us for shipping options and costs. We will gradually be adding international shipping to our Shopify website for countries we frequently ship to (Australia, Austria, Canada, France, Germany, Guatemala, Israel, Japan, Mexico, Netherlands, United Kingdom, and a few others). We also ship to other countries, but will have to work with you to figure out shipping options and costs after you make your order (or we can estimate them before you order if you prefer).
Tracking, Delivery Confirmation & Insurance: Packages shipped USPS priority mail automatically have delivery tracking and are insured for $100. If you want to have your package insured for more than $100, please ask us about obtaining additional insurance.
We require a delivery confirmation signature for all purchase over $250 (to help make sure it gets delivered to the right person – a help and surety for both of us). If you live in an apartment we may require delivery confirmation signatures for purchases of $100 (again to make sure the package is delivered to the right person). If you wish to waive this requirement, please note there is no insurance available for packages that the postal service tracks as delivered, but you do not receive.
International Shipping: We ship internationally to most countries in the world. The purchaser is responsible for insurance and insurance costs. Our Shopify checkout will automatically add postage for some countries that we frequently ship to and have stable rates. For other countries and information about international shipping insurance and tracking options please contact firstname.lastname@example.org .
Customs: We include a customs declaration as required by the US Postal service. The purchaser is responsible for paying all customs and duty tariffs required by their country. Let us know if it should be declared a gift.
When: We usually ship within one or two business days of receiving your order. We will contact you within that time period if there might be a delay or we have a question about your order.
How long: We ship directly from Madison, Wisconsin (Zip Code 53726). Based on past experience with the United States Postal Service shipping time is estimated below. The closer you are to Madison, Wisconsin the less time it will likely take.
Estimated Shipping Time
2 to 4 business days
6 to 10 business days
Media Mail (book rate)
1 to 2 weeks
If you contact us directly (608-849-8720) we may be able to work with you to provide express or overnight shipping. But we really encourage you to plan ahead. Overnight shipping is costly. If you plan ahead, you are able to get more product for your money and more of the money you spend helps support our artisans. Thanks!
3. OUR GUARANTEE
Returns are expensive for everyone. So please purchase carefully.
Please tell us how we are doing. If there is a problem with our product, please let us know about it. We want to make it right for you and learn from our mistakes. If there are things you especially like about our products please let us know about them too. Thanks!
Return mailing costs are your responsibility, unless it was due to our mistake. If it was, notify us and we will work with you to figure out the most cost-effective way to return the item. Sometimes media mail (book rate), first class, or parcel post can be less expensive (but take longer) than priority mail.
5. HOW TO CONTACT US
(608)849-8720 (web sales, Lynn)
(608)231-1247 (retail shop, Stony Hill Gallery, Dave) or
Terra Experience, 2140 Regent St., Madison, WI 53726
6. DO YOU SELL WHOLESALE? Yes, please contact me at Lynn@terraexperience.com
7. WHAT IS THE DIFFERENCE BETWEEN TERRA EXPERIENCE WEBSITES? - Terra Experience's original and primary website is http://terraexperience.com. On it you can buy a wide variety of products included handwoven textiles including huipils, scarves and skirt material, fun bags, jewelry, paintings, textiles books and many other things. It was built in 1999 using Frontpage software. It's become hard to edit and update, but still works great.
Terradollclothes.com focuses on Terra Experience's Doll Clothes and Accessories and children's books about the Mayan culture and Guatemala. Its built as a Shopify ecommerce website using some of the modern software that is now available. If it works out we may eventually also move our Terra Experience website to Shopify. Let us know what you think. Comments are welcome. email@example.com
OTHER COMMON QUESTIONS AND ANSWERS ( being added as asked)