Returns & Exchanges
lots of questions asked.
Most companies have a "No Questions Asked" return policy.
We don't.
Not because we want to make returns difficult. Quite the opposite.
At TERRA, everything we design comes back to three fundamental principles:
FUNCTION. FIT. DURABILITY.
These aren't just words we put on a website. They're the standards we expect our products to meet, and the promises we make to the people who wear them.
If your TERRA gear falls short in any of those areas, we want to know. And we want to know exactly why.
Does something not fit the way it should? Tell us where, how, and what you'd change.
Does a feature not work as expected? Tell us what you were doing, what happened, and how you think it could work better.
Did something wear out, break, or fail sooner than you expected? We want to understand the circumstances and investigate what went wrong.
We're going to ask questions. Probably lots of them.
We may ask for photographs, measurements, details about how you've used the product, or the opportunity to inspect it ourselves.
Why?
Because every piece of feedback is an opportunity to improve—not just your experience with TERRA, but the products we make for every rider who comes after you.
Our goal isn't simply to process a return and move on. It's to understand the problem, work with you toward a fair resolution, and take what we've learned back to the drawing board.
That's how better gear gets made.
Of course, sometimes a return is just a return. You ordered the wrong size, changed your mind, or decided that something isn't quite what you wanted.
No problem. We have a straightforward process for those situations, too.
But when it comes to Function, Fit, or Durability, we want to have a conversation.
NEVER SETTLE. Not for our customers. Not for our products. And certainly not for ourselves.
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Sometimes a return is just a return.
If you've changed your mind, ordered the wrong size, or decided something isn't quite right for you, we accept returns of eligible merchandise within 30 days of delivery.
Items must be new, unworn, unwashed, and unused, with their original tags attached and original packaging included.
Customer pays return shipping.
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The right gear starts with the right fit.
We know that finding your perfect size online isn't always easy. That's why TERRA offers one complimentary size exchange within 30 days of delivery on eligible apparel.
If the size you ordered isn't quite right, just let us know. We'll cover shipping both ways and help get you into the correct size, at no additional cost.
All we ask is that the original item be new, unworn, unwashed, and unused, with its original tags and packaging. Exchanges are for the same product in a different size and are subject to availability.
Before sending anything back, use our Customer Care form. We'll arrange a prepaid return label using our preferred shipping carrier. Once we've received and inspected your original item, we'll ship your replacement.
Complimentary exchange shipping is available within the contiguous United States.
Because when it comes to FIT, we don't want you to settle.
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We design TERRA gear around three fundamental principles:
FUNCTION. FIT. DURABILITY.
Sometimes you don't discover whether a product truly meets your expectations until you've spent some time riding in it.
That's why our Performance Promise extends beyond our standard return policy.
For 90 days after delivery, if you've worn or used a TERRA product and believe it falls short in Function, Fit, or Durability, we want to hear about it.
Tell us what isn't working, how you've used the product, and what you expected it to do differently. We'll ask questions, review the circumstances, and work with you to understand the issue.
Each situation is evaluated individually. Depending on what we learn, we may offer an exchange, replacement, repair, refund, store credit, or another reasonable solution.
This promise is our commitment to listen, investigate, and make a good-faith effort to resolve genuine performance concerns. It is not an unconditional money-back guarantee, and voluntary remedies remain at TERRA's discretion.
After 90 days, our Performance Promise expires—but our commitment to standing behind our products doesn't.
Potential manufacturing defects and other covered issues will continue to be evaluated under our separate Warranty Policy and applicable consumer protection laws.
And if you have feedback that could help us make better gear, we always want to hear it.
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Not every problem with a product is a manufacturing defect. And not every problem needs to be one for us to take it seriously.
If your concern relates to how a product performs, fits, or holds up during use, we'll listen and help determine the appropriate next steps.
If the product has a potential defect in materials or workmanship—or another issue covered by an applicable warranty—we'll evaluate it under our Warranty Policy.
You don't need to know whether your issue qualifies as a return, a performance concern, or a warranty claim before contacting us.
Just tell us what's happening. We'll help figure out the appropriate path.
Our Performance Promise does not replace, restrict, or reduce any rights provided by our written warranties or applicable consumer protection laws.
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At TERRA, we're riders, designers, and people who genuinely care about the products we make and the people who use them.
When something goes wrong, we want to hear about it. Even when you're frustrated. Especially when you're frustrated.
We promise to listen, take your concerns seriously, communicate honestly, and treat you with respect.
All we ask is that you extend us the same courtesy.
We're happy to have difficult conversations. We're happy to hear criticism. And we're certainly not afraid of being told that something we made could be better.
But there's a difference between being frustrated and being abusive.
We won't tolerate threats, harassment, discrimination, or personal attacks toward our team. If a conversation crosses that line, we may pause it or move it to written communication until we can address the issue constructively.
We'll continue to honor our applicable warranties, legal obligations, and customer rights regardless.
We're not asking you to agree with us. We're asking you to work with us.
Good gear comes from honest feedback. Good relationships come from mutual respect.