Terms of service.

Terms of Service

Last updated: August 13th, 2025

By purchasing from Terra & Twine Handcrafted Designs, LLC (“we,” “our,” or “us”), you (“customer” or “buyer”) agree to the following terms and conditions. These policies are in place to protect both our customers and our business, and they apply to all orders placed through our website, Etsy store, local markets, or custom orders.

1. Order Processing & Shipping

  • We process most orders within 1–3 business days unless otherwise stated in the product listing.

  • Orders are shipped via USPS, UPS, or FedEx Ground unless a different shipping method is requested and approved in writing. Additional charges may apply for upgraded shipping.

  • Free shipping promotions apply only when stated (e.g., orders over $35 in the U.S.).

  • Once an order is shipped, transit times are determined by the carrier and are outside our control. We are not responsible for delays caused by postal or courier services, weather, or other factors beyond our control.

  • For local markets, “ship to customer” may be offered at no additional cost as a convenience; shipping times will be the same as standard online orders.

2. Product Variations

  • Many of our products are handmade and/or feature natural materials (e.g., wood, plants, botanicals, resin art). Variations in color, texture, size, and finish are normal and are not considered defects.

  • Living plants (including air plants) may vary slightly from listing photos based on seasonal availability, maturity, and natural growth patterns.

3. Plant Care & Responsibility

  • We package live plants carefully to ensure they arrive healthy; however, plant health can be affected by transit conditions and care after arrival.

  • We provide basic care instructions, and it is the customer’s responsibility to follow them. We cannot guarantee plant longevity beyond 72 hours after confirmed delivery.

  • If a plant arrives damaged or unhealthy, you must notify us within 48 hours of delivery with clear photos so we can determine an appropriate resolution.

4. Returns, Exchanges & Cancellations

  • Due to the handmade and/or perishable nature of many of our products (e.g., soaps, candles, plants), all sales are final unless the item arrives damaged or incorrect.

  • We do not accept returns or exchanges for items that have been used, unwrapped, or removed from original packaging.

  • For damage or defect claims, customers must notify us within 48 hours of delivery with photos of the product and packaging. We will determine if a replacement, store credit, or refund is appropriate.

  • Cancellations may be requested within 12 hours of purchase for online orders. After that, we cannot guarantee cancellation before shipment.

5. Quality & Craftsmanship Issues

  • We take pride in our quality standards, but occasional issues may occur. If you believe your item has a workmanship issue (e.g., adhesion failure on a mounted piece, resin defect), notify us within 7 days of delivery with photos.

  • We will review each case and, if approved, provide a replacement or store credit.

6. Custom Orders

  • Custom orders require payment in full before work begins.

  • All custom sales are final and cannot be returned or exchanged.

7. Liability

  • By purchasing from Terra & Twine, you agree to use our products as intended and follow any provided instructions (especially for plant care, candle burning, or soap use).

  • We are not liable for any misuse, allergic reactions, or damages resulting from the use of our products.

  • Customers are responsible for reading ingredient lists for soaps, candles, or any product that may come into contact with skin. If you have sensitivities or allergies, please contact us before purchasing.

8. Agreement to Terms

By placing an order with Terra & Twine Handcrafted Designs, LLC, you acknowledge that you have read, understood, and agree to these Terms of Service.