Got a question?
Before filling in the contact form, why not browse these topics from our FAQs to find the answer.
The cost of delivery depends on the size, weight and value of your order. To find the exact cost of shipping for your order, simply add the items you want to your cart, and the shipping cost will automatically update in your cart.
Your order will be shipped within 2 days after payment.
We expect delivery across the USA and Canada to take approximately 5-10 days. Standard delivery in Europe will take approximately 6-12 working days after despatch and worldwide will take 7-15 working days from despatch.
Some deliveries may take slightly longer:
- Bikes take a little bit longer as we want to ensure they arrive with you in perfect condition, and so will take the time to inspect them before delivery
- Custom wheel builds will be dispatched as soon as they are built and inspected
- The availability of one of your order items may have changed from when you purchased – if this is the case we’ll email you to help you find an alternative
- Severe Weather disruption
- US Customs processing
Yes. As soon as your order will be dispatched, you’ll receive a message with the confirmation of shipping and the information about your order including tracking information.
Orders delivered within the United States are not subject to Customs Duties and Import Taxes.
Orders delivered to EU countries will have the relevant VAT included. For example, an order being delivered to Spain will be inclusive of Spanish VAT.
Orders delivered outside the USA and EU (Including Canary Islands and Channel Islands) are sold exclusive of VAT and may be subject to Customs Duties and Import Taxes.
Unfortunately we have no control over this part of your orders’ journey so to get the best advice you should contact your local customs office.
It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages delivered outside the USA, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country.
It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask us to do any of the above.
Any additional charges or fees for customs clearance must becovered by you. Unfortunately we have no control over these charges and cannot predict what they may be. We are unable to reimburse any costs incurred regardless of the circumstances.
We dispatch your goods from multiple warehouses so please be aware that your order may be split into two or three packages and may not arrive together in one delivery.
If you change your mind on your purchase, you have a full 365 days to return it for a refund subject to some exclusions set out below. All goods must be unused, in a saleable condition and in their original packaging with all labels still attached.
To create a Return request, visit Return Item page.
There are some exclusions to our 365 day returns policy, which are detailed below (unless faulty or not as described):
- Nutritional products or those with a best before date must be returned within 28 days
- Any customised/personalised items such as wheel builds cannot be returned
- GPS systems such as sports watches or cycle computers can only be returned if unregistered
- For hygiene reasons, any intimate garments such as underwear and swimsuits can only be returned if the items are unworn (and any protective packaging remains)
- Gift vouchers
- Products received over 365 days ago
- Products that have been opened or unsealed
- Products returned in an unsatisfactory condition
Please note, that we reserve the right to refuse a return if we believe the purpose was for stock trading/reselling and not personal use.
We cannot offer exchanges for unwanted items; please place a new order for any alternative items you require. All refunds will be issued to the original payment method on the order within 7 days of receipt at our warehouse or once the item has been checked by one of our specialists.
Our primary payment method is PayPal. PayPal is a simple, quick and secure way of paying online. For more details go to the PayPal website.
Do I need a PayPal account to pay?
No, you can pay with PayPal even if you don’t have PayPal account. PayPal accept most major credit and debit cards for online orders and you’ll be asked to enter your card details and the name and address of the card holder when you place your order.
You will be redirected to your PayPal website to authorise payment. You will then return to Terrained to confirm all your details and complete your order.
Please ensure that the right shipping address is on your order before clicking ‘Confirm’. Once completed, you will receive an order confirmation to your email address
Can’t find the answer?
Fill the contact form below to contact our friendly customer service team.