Return, Refund & Replacement Policy

At Terrapothecary, every order is carefully prepared, packaged, and inspected before it leaves our studio. Because many of our products are food items, personalized goods, or small-batch creations, certain products cannot be returned.

Food Products — Final Sale

For health, sanitation, and food-safety reasons, all food products are final sale and cannot be returned or exchanged.

This includes, but is not limited to:

• Freeze-dried fruits and vegetables
• Freeze-dried candy and snacks
• Food powders, seasonings, and teas
• Food samples included in gift baskets
• Any opened or unopened consumable product

We cannot accept food products back after they have left our control, even when the package remains unopened.

We do not provide refunds because of personal taste preferences, texture, color variation, natural product variation, or a customer changing their mind.

Damaged, Defective, or Incorrect Items

We want you to be happy with your order. Please inspect your package as soon as it arrives.

If an item arrives damaged, defective, leaking, improperly sealed, or if you receive the wrong product, please contact us within 3 calendar days of delivery.

Include:

• Your name and order number
• A description of the problem
• Clear photographs of the item
• Photographs of the packaging and shipping box

Please do not discard the product or packaging until we have reviewed your claim.

After reviewing the information, Terrapothecary may provide a replacement, store credit, or refund, depending on the circumstances and product availability. You will not be asked to return a damaged food product unless specifically instructed.

Personalized and Custom Products

Personalized, engraved, made-to-order, and custom-designed products are final sale and cannot be returned, exchanged, or refunded.

Please carefully review all names, spelling, dates, colors, designs, and personalization details before submitting your order. Terrapothecary is not responsible for errors contained in the information provided by the customer.

If we make an error while creating your personalized item, please contact us within 3 calendar days of delivery so we can make it right.

Gift Baskets

Because our gift baskets may contain food, personalized products, and specially selected items, completed gift baskets are final sale.

If an individual item inside your basket arrives damaged or is missing, please contact us within 3 calendar days of delivery with photographs of the basket, damaged item, and packaging. We will review the issue and determine the appropriate replacement, store credit, or refund.

Substitutions of equal or greater value may occasionally be necessary because of seasonal availability or inventory changes.

Natural and Handmade Variations

Many Terrapothecary products are handmade or created from natural materials. Slight differences in color, size, shape, grain, stone pattern, food appearance, and engraving placement are normal and are not considered defects.

Natural stones and cabochons are individually unique. No two pieces will look exactly alike.

Order Cancellations

Orders may be canceled only if production or preparation has not begun.

Once a food order has been prepared, a gift basket has been assembled, or a personalized item has entered production, the order cannot be canceled or refunded.

Contact us as soon as possible if you need to request a cancellation. Cancellation requests are not guaranteed.

Shipping Delays and Delivery Issues

Terrapothecary is not responsible for shipping delays caused by the carrier, severe weather, incorrect addresses provided by the customer, or packages marked as delivered by the carrier.

Customers are responsible for entering a complete and accurate delivery address. Additional shipping charges resulting from an incorrect or incomplete address are the customer’s responsibility.

If your order appears lost or is marked delivered but cannot be located, please contact the shipping carrier and then notify us so we can assist where possible.

Food Allergies and Ingredients

Customers are responsible for reviewing product descriptions, ingredient information, and allergy statements before purchasing or consuming a product.

Products may be prepared or packaged in a home kitchen or workspace where common allergens may be present. Please contact us before ordering if you have questions about a particular ingredient.

Refund Processing

When a refund is approved, it will be issued to the original payment method. Processing times vary depending on the customer’s bank, credit-card company, or payment provider.

Original shipping charges are nonrefundable unless the order was incorrect or damaged due to an error by Terrapothecary.

Contact Us

Questions or concerns regarding an order should be submitted through the contact form on our website.

Please include your order number and the email address used when placing your order.