Order FAQ

1. How do I purchase a product online?
Many of our products are available for online purchase. Edit the Qty. box to indicate the amount you wish to order (it will post 1 of the item to the cart unless you change this number) then click ADD TO CART. The item you have selected will post itself to your shopping cart page on our secure server. You may click the Back button on your borwser to add more items. You may change the number of items in your list or delete items entirely.
Once you are finished shopping, please click the Continue button on your shopping cart page to advance to the checkout page where you will provide shipping and billing information and a credit card number. Upon completing your online order, we will confirm your order via email.

2. What forms of payment may I use?
We accept MasterCard and VISA. Your credit card will be charged at the time of shipment.

3. Is it safe to use my credit card online?
Yes. Our security system prevents unauthorized access to confidential information whether you are online or off-line.

We use state-of-the-art software to encrypt your credit card numbers and personal information automatically while they are in transit over the internet, preventing a third party from viewing the information. The instant you reach our checkout page, a padlock symbol at the bottom of your screen indicates that you have entered our secure shopping zone.

An internal security system, known as a firewall, protects information about you stored in our computer from being viewed by a third party. Information access is restricted within our offices as well. It is viewable only by employees who need the information to perform a specific job (such as a billing clerk or customer service representative), and protected by random password.

4. May I order off-line instead?
Of course. You may order by phone by calling 1-800-220-9062.

5. How soon will my purchase arrive?
We will ship your order within 48 hours of receiving you on-line request. For regular delivery, please allow 7 to 10 business days for in-stock items to arrive. Please call 1-800-220-9062 to request a rush delivery. Orders placed by noon WST, Monday through Friday, can be shipped by rush delivery in 1 to 2 business days within the continental U.S.

6. How are products shipped?
Items are shipped via UPS, Federal Express LTL and USF Reddaway. UPS, Federal Express and UFS Reddaway do not deliver to P.O. boxes, so we need a street address, or if using a rural route number, a complete address and the nearest crossroad. A phone number is required for all orders.

7. Do you ship overseas?
Yes. Please call 1-800-220-9062 or 530-964-2740 to request an overseas delivery.

8. How do you calculate shipping? What will it cost?
To simplify shipping and handling charges, we organize costs by the weight of your order. Note that these charges apply per individual address. There is also a nominal handling charge added to the first item you place in your basket.

9. How do you calculate sales tax?
We are charging only California customers a flat rate of 7.25%. California customers may be responsible for additional local/regional sales tax, if applicable.

10. Can I return a product if necessary?
TerraMai's Guarantee:
We stand behind the quality of everything we sell and guarantee against manufacturing and grading defects for your lifetime. For damage due to wear and tear, we can facilitate repairs on most items at a reasonable cost.

Have questions about the selection or care of products we sell? Want to know whether they are appropriate for your application? You'll find more information under ìProductsî on our web site. Our knowledgeable sales staff is also a great source of information. Please call 1-800 220-9062.

11. How would I return an item?
If the return is covered by our sales policy, we will refund or credit the value of the item, including taxes and shipping. To return a product be sure you call our office at1-800 220-9062, so that we can assist you in choosing the appropriate shipping method. Repackage the product as it was shipped to you, enclose the packing slip, insure the shipment, and send it back to us. Our return address is TerraMai, 1104 Firenze, McCloud, Ca 96057.

12. What if an item I want is out of stock?
For items whose popularity has temporarily outstripped our supply, a ship-by date will appear next to the item. You may still place an order for the product and it will be shipped to you as soon as it arrives in our warehouse.

13. What information do you collect and how do you use it?
We are committed to protecting your privacy on line and off. We do not share our customer information with other businesses or organizations. We do use our customer's contact information to enhance your experience with us. For example, we may use your email to send you our e-Newsletter or to contact you about new product offerings. Of course, we will gladly remove you from our email list immediately if you do not wish to be contacted.

When you purchase a product online, we ask for your name, mailing address and phone number, and your credit card number and its expiration date in order to process your order (and to contact you should we have any questions regarding your order). Our security system prevents unauthorized access to confidential information whether you are online or off-line.

Our security system prevents unauthorized access to confidential information whether you are online or off-line.

We use state-of-the-art software to encrypt your credit card numbers and personal information automatically while they are in transit over the internet, preventing a third party from viewing this information. The instant you reach our checkout page, a padlock symbol at the bottom of your screen indicates that you have entered our secure shopping zone.

An internal security system, known as a firewall, protects information about you stored in our computer from being viewed by a third party. Information access is restricted within our offices as well. It is viewable only by employees who need the information to perform a specific job (such as a billing clerk or customer service representative), and protected by random password.

14. Does your site use "cookies?"
Cookies are bits of information stored by your web browser on your computer. Our cookies contain no personal information, just a number which identifies you. Using this code number, we can recall, for instance, your password number when you log in, or the selections you've made in your shopping cart but have not yet purchased. Cookies are entirely optional. If you disable them in your browser, almost every aspect of our site will continue to work for you.

15. Do you gather other information on customers in general?
Yes. We use internet provider addresses to analyze trends, track the movement of customers from one part of our site to another (in an effort to improve the way we present information and discover any problems people may have in using our site), and gather broad demographic information for aggregate use. This means we may try to discover what time of year people in California are most likely to purchase decking, or whether customers who purchase beams from us are also likely to purchase flooring. This way, we can ensure that the products we are presenting to our customers are items they are interested in learning about and purchasing. In all cases, the information is gathered and tracked using code numbers, not your name, and it remains our property, not to be shared with any other party.

16. How Do I Submit Product Ideas or Sourcing Tips to TerraMai?
If you would like to submit a product or inventory for review by our sourcing department, please send photos and pricing to:

By email: Simply click on Contact Us.
By mail: TerraMai, P.O. Box 696, McCloud, Ca 96057

On the outside of the envelope or email, please indicate the product or material. You will be contacted if a buyer feels that product or inventory is appropriate for our business. Unsolicited samples will not be returned.

17.Are all of your wood products environmentally responsible?
At TerraMai we offer only reclaimed woods. By reclaimed we mean either wood from 100% post consumer sources (such as old buildings and discarded railway sleepers), wood that was harvested and abandoned long ago (such as river recovered logs) or "orchard salvage" woods that come from the rotation of trees planted for another use (such as walnut or rubberwood trees). Most of our sources were harvested 40 to 100 years ago and have served some other purpose before they become our products.

We also pay attention to many other factors when choosing our sources; how our presence will affect the local economy, whether we are deconstructing socially or historically significant buildings and whether there are secondary environmental issues associated with our products. Many other companies sell environmentally destructive wood alongside their "green" products. At TerraMai we have a long history of only offering the most environmentally and socially sound products.