When do you ship orders? Orders that are shipped via Ground service are shipped within 2 business days. Orders that are shipped via 2nd Business Day or Next Business Day services are shipped the same business day if the order is placed before 2:00 PM Eastern Time. If the order is received after 2:00 PM Eastern Time the order will be shipped the next business day.
Can I change the delivery address? You can change a delivery address as you are placing your order. After an order is placed, unfortunately the delivery address cannot be changed.
Can I change the date of my order’s delivery? You can change the method of shipment when you place your order. The options are Ground, 2nd Business Day, or Next Business Day. After an order is placed, unfortunately the delivery date cannot be changed.
Can I ship to other countries? Currently, we can only ship to the continental United States and Canada.
What are your shipping options and pricing?
We ship each item in your order separately.
Fresh flower arrangements are restricted to N.Y.C. & Nassau County.
Delivery charges will be added to the order & determined by distance.
Please refer to the following table for our current shipping and handling pricing structure
for silk arrangements & gifts:
Continental US Cost of each item $0-$39 $40-$100 $101++
Service Option UPS Ground $ 6 $10 $18 UPS 2nd Business Day $12 $30 $50 UPS Next Business Day $18 $35 $60
Canada UPS Ground $15 $30 $45 UPS Next Business Day $30 $60 $90
Special Flat Rate Shipping For Stems:
UPS Ground 2nd Bus. Day Next Bus. Day Continental US $ 6 $12 $18 Canada $15 NA $30
Notes: v Continental U.S. and Canada only v Prices are per item except our stem line v Prices do not include Canadian duties and taxes v UPS Ground: delivery in approximately 5 - 7 business days for U.S. destinations.
Privacy & Security
Do you have a privacy policy? Yes, click here to read Terracottahome’s Privacy Policy.
What is the Card Verification Code (CVV2)? click here to view The card security code (CVV2) is a 3 or 4 digit number that appears on a credit card. On most cards, the
CVV2 appears on the back of the card usually after all or part of your credit card number.
If I enter my credit card information will other people have access to it? No. Your information is encrypted. For anyone to make a purchase they must provide the card's CVV2 code.
Shopping & Ordering
What credit cards do you accept?
We accept Visa, Master Card, American Express, and Discover. We also accept checks and payments made through PayPal.
Can I cancel my order? Once an order is placed the fulfillment process is started, therefore after an order is placed we cannot cancel the order. If you decide you do not want the item after you receive it you may return it.
Can I purchase an item if I do not live in the United States? Currently, you can only purchase an item if you live within the continental United States or Canada.
When will my credit card be charged? Your credit card will be charged when the order is confirmed.
How is sales tax calculated? Sales tax is added to orders shipped to
residents of New York State only at the
rate of 8.625%
Product Care Questions
How do I care for my silk flowers? With the proper care, your custom botanicals can last for many seasons. Your Terracottahome arrangement was designed for indoor use. Place in locations that are cool, dry and out of direct sunlight. High humidity and direct sunlight can fade colors and permanently damage you arrangement. When not in use, store your arrangement in its original box.
Occasional cleaning is recommended. To clean your arrangement, dust gently or use your hair dryer on a "no-heat" setting. Silk flower cleaner is also available at your local craft store. Silk flower cleaner will remove dust and restore colors with a simple spray application.
Your arrangements may contain fruits, berries and other items that are hazardous to small children. Arrangements should not be watered. Arrangement pieces should not be eaten. In addition, arrangement pieces should not be placed near an open flame because they are not flame retardant. Terracottahome, and any of its affiliates, will not be responsible or liable for any and all personal or property damages or claims resulting from any improper use, handling, and/or cleaning of its products.
Are your flowers real? Our Silk Arrangements are not real. Our fresh flowers are real. Our products are faithful reproductions of real flowers, fruits, etc. Each item is carefully hand-crafted to be botanically correct which lends to subtle variations between flowers.
Exceptions to this standard are our "stylized" items that are designed for a specific look (e.g. beaded/glazed) or have a different finish.
Returns
How do I return an item? To return an item, please click here to contact customer service.
How do I package the item to return it? Items must be in the original package and have a Return Authorization Code. Please contact customer service to have a Return Authorization Code sent to you.
What method do I have to ship the return item back to you? When you contact customer service, they will email you a return UPS label for each item you are returning. You can then print out the return UPS label and tape it to the item being returned. After the label is attached to the item being returned, you can drop it off at any UPS location to send it back to us.
What if I don’t have a printer to print out the return label? We will print out a label and have it mailed to you. You can then place the return UPS label on the item being returned and drop it off at a UPS location to send back to us.
Technical Issues
I have not received email from Terracottahome Email is the primary method of communication used by Terracottahome. This includes important messages sent to you during the normal course of doing business with Terracottahome (order confirmations, account alerts, etc.). Check with your Internet Service Provider (ISP) for any system outages that may have prevented your receipt of email. If you, or your ISP, especially customers who are using AOL ver. 9 employ email filters, ensure that these are properly configured to accept email from Terracottahome ("Terracottahome.com" domain) or some similar manner. Additionally, you will receive important delivery related email directly from established freight carriers such as UPS (www.ups.com) and FedEx (www.fedex.com). Please make the necessary adjustments to your email filters.
Important: Please note that we will not be responsible for any delay, missed communication or any other issue related to your (or your ISP's) use of email filters/anti-spam software or services. Please consult your provider or software vendor's documentation for instructions on how to properly configure settings of your email filter software or service.
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