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FAQ

Frequently Asked Questions and Answers

 

What is the status of my order and when will I receive it?
You can view your order status from your account on our eStore at anytime. Most orders ship from our warehouse within five business days (with shipping time being in addition to these five days). If your ship date is longer than 5 days from order placement, we will update you via email. On occasion, due to inventory constraints, orders from other customers and/or the need to further process your material (for example, applying certain finishes) lead times may be up to three weeks. If your material is not expected to be available within three weeks, we will contact you directly by phone and/or email to inform you of the lead time. When the product ships, you will receive an email with carrier information and a tracking number. Please contact the carrier directly if special arrangements are needed for delivery.

Can I change or cancel my order?
Once you place your order, your credit card will be charged for the full amount and the order is not changeable or cancelable.

What forms of payment are accepted?
TerraMai accepts Visa, Master Card and American Express.

Can I use my own freight account to ship my order and/or pick up my order myself?
Shipping, Handling & Insurance is automatically added to each order. Unfortunately, we are not able to accommodate other shipping arrangements.

How much product do I need to order?
Depending on the complexity of the coverage area, pattern of application, and so forth, you will typically want to order 10-15% extra material. Be sure to carefully measure the area (floor, wall, etc.) that you are covering. In addition, you may want to order a little extra for attic stock in case more is needed at some future point.

Which products and finishes are most appropriate for flooring?
Anything we list in the flooring category is appropriate for flooring. We do recommend that both Modern Classic Walnut and California Orchard Walnut be used for residential installation versus higher traffic commercial locations. Although a hardwood, these products are on the softer end of the scale than other hardwoods.

Can I get a different finish than what is offered on the eStore?
We offer a wide variety of products and finishes on the eStore, and will be adding more products and finishes in the future. We do not offer custom finishes except for orders in excess of 5000 square feet (Please call on larger orders). Having said that, many of our materials are available on our eStore unfinished allowing you to apply your own custom finish.

Do you offer trim and baseboards?
We do not offer specific trim and finishing pieces. There are a variety of products on the eStore that your installer can use to trim out your project.

Under what circumstances does TerraMai allow returns?
TerraMai is not able to take back material once it has been ordered. Measuring and planning carefully will help you order the correct amount of material and will reduce the chance of ordering more boxes than are needed. Please see FAQ “How much product should I order?”

What is the product warranty?
TerraMai offers a Residential Warranty for a period of ten years from the date of purchase. See our Warranty page for specific details.

What does “Shipping, Handling & Insurance” cover?
Shipping, Handling & Insurance covers the cost of packaging materials for your shipment and the cost of shipping. In addition, your shipment is insured by TerraMai for the full retail value.

Do I need to be at home to receive my product order and how do I coordinate delivery?
All shipments are sent via Conway Trucking Company or FedEx Ground. Carrier and shipment tracking information will be provided to you in an email upon shipment of your order. Please contact the carrier directly with any special delivery requirements, such as the need for a lift gate. There may be an additional charge for this service. Any additional charge are the customer’s responsibility. You will need to be at the delivery location to inspect and receive your order. Contact the carrier if you need to coordinate a specific delivery time.

Can I change my delivery address?
If your order requires a different delivery address then the one provided at the time of your order, contact TerraMai immediately. If your order has not shipped we can make the requested change. Once an order has shipped, the delivery address cannot be changed.

Do you ship materials internationally and, if so, are there additional fees?
Currently, we ship only to Canada. Please note that shipments to Canada may include additional duties and taxes. Import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost. Any additional applicable fees will be collected upon delivery by the carrier. These charges are the recipient’s responsibility as TerraMai is only charging transportation fees for the shipment. Please check with your customs office to determine any additional costs.

Why do I need to inspect my shipment before I sign for it and what if I receive damaged product?
Despite careful packaging of your shipment, damage sometimes occurs in transit. If your product arrives damaged, such damage must be documented on the Delivery Receipt. Note the exception on the receipt before signing for the product. Do NOT sign for the product as “Clear”. Email full details and photos to eStoreCustomerService@TerraMai.com within 48 hours of receipt so that we can rectify the situation as quickly and smoothly as possible.

Where do I find installation information?
For installation information, please consult a local wood installation expert or go to NWFA.org for installation information.

Where can I find an installer?
For installation and information on installers, please go to NWFA.org. NWFA can help you locate a Certified Professional in your area.

Do I need to acclimate the material before installation?
Some products do require acclimation while others do not. There will be a label on the package indicating whether or not your order needs to be acclimated.

Solid material (for example, Lost Coast Redwood and Teak FJ) needs to be properly acclimated prior to installation. Acclimation allows the wood to properly adjust to the normal living conditions within the structure, specifically, the temperature and humidity that will normally exist in the space when occupied. Please allocate time in your project schedule for product acclimation, if it is required. The best way to determine if the wood has properly acclimated is by taking a moisture reading. For more information on acclimating wood, please reference the National Wood Flooring Association guidelines at NWFA.org.

Engineered material (for example, Mission Oak, Modern Classic Walnut, etc.) is NOT to be acclimated and should be installed directly out of the box.

How do I care for my reclaimed wood?
With proper care and maintenance, your reclaimed wood flooring and paneling will be a focal point for many years to come. For details, see our Care & Maintenance information. For additional information, please consult a licensed wood flooring professional or NWFA.org.

How can I share pictures and other feedback on my project?
We would love to hear from you! Please send us your installation stories and photos to eStore@TerraMai.com and we can post them. We look forward to seeing your finished work. You can also provide product rating information here, on our eStore. Just go to the product page, scroll down to Product Reviews and click on the arrow on the right.

 

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