We expect delivery across the USA to take approximately 5-10 days. 

The calculation of delivery costs takes into account the weight and volume of each item. When you add an item to your cart, shipping costs automatically refresh. This way you will be able to see the total amount of your order before finalizing it (price of the articles + shipping fees). 

Please note: we cannot to deliver to Puerto Rico and Guam. We also cannot deliver to APO addresses.

We expect delivery to Canada to take approximately 5-10 days.

The calculation of delivery costs takes into account the weight and volume of each item. When you add an item to your cart, shipping costs automatically refresh. This way you will be able to see the total amount of your order before finalizing it (price of the articles + shipping fees). 

Terrained delivers to over 40 countries worldwide.

The calculation of delivery costs takes into account the weight and volume of each item. When you add an item to your cart, shipping costs automatically refresh. This way you will be able to see the total amount of your order before finalizing it (price of the articles + shipping fees). 

Delivery times are dependent on many factors but we work hard to get your order delivered as quickly as possible. Standard delivery in Europe will take approximately 5-10 working days after despatch and worldwide will take 7-15 working days from despatch.

We do not advise shipping to PO Box addresses.

For international deliveries we use different couriers according to the destination of the order. In the checkout we specify whether the delivery method is tracked or untracked, you will be required to add an item to your cart to view this. If the delivery method selected comes with tracking you will receive your tracking code via email once your order has been dispatched.

Some of these deliveries may require a signature on delivery. Please ensure you have entered a valid delivery address; we will not be held responsible for parcels delivered to hotel addresses.

If your parcel does not arrive within the specified delivery time please contact us. Our customer service representatives will be able to help.

Please note: bulky/high value orders may be upgraded to a tracked courier. This is at the discretion of our processing team to ensure your order arrives with you safely.

As a conscientious online sports retailer, we know that it’s important to support our environmental goals. As part of our push to operate in a more green and sustainable way, Terrained has achieved the ISO 14001 certification for environmental management, meaning that we are taking active measures to minimize how we negatively affect the environment with how we operate and adhere to strict criteria when it comes to goals like sustainability and waste management.

As part of this, we have made a conscious effort to reduce the amount of paper and ink that we needlessly use in our warehouse, so, we will not be including paper invoices in the majority of our parcels. This will of course do not affect any paperwork that is needed for customs clearance, nor will it affect your ability to request an invoice should you need it.

However, it will help to save around 6,000,000 sheets of paper per year and mean that we are continually pushing to reduce our environmental impact as a company.

What do 6,000,000 sheets of paper look like?

• Laid out flat, it would cover an area the size of 52 football pitches!
• Weighs in at around the same 6 African elephants!
• Stacked on top of each other, would be nearly twice the height of the Eiffel tower in Paris!

If you change your mind on your purchase, you have a full 365 days to return it for a refund. All goods must be unused, in a salable condition and in their original packaging with all labels still attached.

Unwanted returns will incur a small return postage fee. 

There are some exclusions to our 365 day returns policy, which are as detailed below:

• Nutritional products or those with a best before date must be returned within 28 days*
• Any customized 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*

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.

*Unless faulty

We cannot offer exchanges for unwanted items; please do place a new order for any alternative item you require. All refunds will be issued to the original payment method on the order within 7 days of receipt at our warehouse.

How to Return

If you wish to return unwanted items to us, please follow the simple steps below:

1. Go to Return Item page. 
2. Fill in the fields. Specify the items which you wish to return, along with the reason for return. Leave your email for further instructions
3. After checking, we will send you a return label and return form
4. Print your return label and return form
5. Insert the return form in your return package with the items you’re returning
6. Attached the return label to your box and send back to Terrained

Please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. 

You’ll receive email confirmation once your return has been processed. 

Faulty Item

Faulty items are not included in our 365 day return policy as they can be sent back to us at any time. Items sent back to us will undergo a inspection and It may be necessary to send the item away to the manufacturer to confirm the fault.

All goods purchased from Terrained are covered by a full warranty and, generally speaking, warranties cover manufacturing faults and defects including poor workmanship.

If you feel that your purchase has developed a fault, then please send your request to support@terrained.com with photographs of the issue before returning any goods – we may be able to solve your problem without you incurring any postage costs.

We will then get in contact with you for the next steps in completing your claim.

Damaged, Incorrect & Incomplete

If you have received an item that is damaged, not what you ordered, or is missing parts please send your request to support@terrained.com with photographs of the issue before returning any goods – we may be able to solve your problem without you incurring any postage costs.

How to Return

If you wish to return unwanted items to us, please follow the simple steps below:

1. Go to Return Item page. 
2. Fill in the fields. Specify the items which you wish to return, along with the reason for return. Leave your email for further instructions
3. After checking, we will send you a return label and return form
4. Print your return label and return form
5. Insert the return form in your return package with the items you’re returning
6. Attached the return label to your box and send back to Terrained

Please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. 

Please note: All faulty items that have been used must be cleaned and dried before being returned, we cannot deal with any unclean items due to health and safety and they may be returned to you which will delay your return.

You’ll receive email confirmation once your return has been processed. 

If you are not happy with your bike for whatever reason, you are welcome to return it to us for a refund so long as it is still new and unridden. Please let us know within 14 working days and we will arrange the return with you.

Please note the following:

Be sure you are happy with the bike as once used, returns cannot be accepted. We recommend you keep hold of the packaging just in case you need to return the bike to us. If you would like to return your bike within the 14 day period, you will need to cover the cost of returning the bike, along with ensuring the bike is securely packaged for transit as originally received.

Your bike is covered by the Terrained guarantee and the respective manufacturer’s warranty, please contact us for details. If your bike develops a fault within the warranty period please contact us before returning the bike or any of its components as problems can often be resolved without any postage costs being incurred. For health and safety reasons, please ensure that any returns sent back to us are clean.

You cannot return bikes and bulky items using the local returns address, when you contact us we will be able to help you arrange an alternative returns method.

Please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box.

You’ll receive email confirmation once your return has been processed. 

If none of the above situations apply to your case, please contact us.

It’s so easy to order that we don’t think you’ll need any instructions but here they are, just in case.

To add items to your cart:

1. Find the item you wish to order.
2. Choose the color/size option from the drop-down menu on the right hand side of the item picture (if applicable). Once you’re happy you’ve selected the right option click the ‘Add To Cart’ button.
3. You will be then taken to your Cart. If you have any coupons or promotional codes please enter these in to the Coupon box on the right of the screen. You can now continue to checkout or keep browsing and adding more items to your Cart.

Remember:

You can check the contents of your Cart and the total cost at any given time by clicking on the ‘Cart’ link at the top right of the page.

Postage costs will be shown on the Cart in the ‘Cart Totals’ box. It will also include additional shipping information for your delivery destination. 

You can remove items from your basket, alter the quantity required or change destination area at any time whilst on the cart page. If amending the quantity remember to press ‘Update’.

To checkout:

1. 1. Click the ‘Proceed To Checkout’ button.
   2. Fill your billing details and add any relevant order notes if you wish to do so. Please ensure your address details are correct before clicking on the ‘Continue to Payment’ button.
   3. Click the currency you would like to be invoiced in and your preferred payment method from the tabs underneath your order total.
   4. Double check your order summary  in the top right hand corner of the page to make sure everything is correct. If you’re ready to order all you have left to do is click ‘Continue to Payment’.
   5. You will then be taken to the confirmation page where you can see your order number. Email confirmation should be received shortly.

Please note: Deliveries cannot be made to PO Box addresses. We strongly advise against deliveries to be made to hotels or third party couriers. Any orders made, to be sent to a hotel or a third party courier, are entirely at the risk of the client.  Therefore, we regret to inform, that Terrained cannot accept any liability for orders that fail to arrive to the hotels or third party courier, or are damaged on receipt. We will, however, do what we can to help in cases like these.

It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the European Union, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. It is a criminal offense 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, or expect us to do any of the above. For details of Customs charges please consult your own Customs authorities for the latest rates.

Additional charges for customs clearance must be borne 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.

If you want to cancel an order contact us using our contact form or directly to support@terrained.com.

Please note that we pride ourselves on our quick turnaround time, this does mean there is only a small window to cancel your order. If you notice a mistake please contact us as soon as possible to avoid disappointment.

Although we will try our best to assist you we cannot guarantee we will be able to stop your order in time to prevent it from being dispatched.

Orders that have already been processed and dispatched can be canceled within 14 days of being received and must then be returned to Terrained within a further 14 days as per your consumer rights.

You can of course also take advantage of our 365 day returns policy.  For more information about returns, please read about Returns.

Once the order has been canceled you will receive a confirmation email. If not dispatched orders that have been paid at checkout will be automatically refunded, any other payment methods would not have been charged so would not be due a refund. Orders that have been dispatched will be refunded at the point the good are received back with us. Unfortunately orders that have been canceled cannot be reactivated, so if you change your mind, please place a new order in the usual way.

Terrained is a retailer, not a wholesaler. Our aim is to inspire everybody, every day and everywhere to experience the joy of sport, not to act as a wholesaler supporting B2B sales. As such, Terrained reserve the right to cancel excessive orders of individual products without notice. Please contact customer service for further information here.

Our commitment to you

We have always set out to be the kind of company that we would want to deal with if we were making an online purchase. Consequently, we take security and customer service very seriously indeed and appreciate the trust placed in us by all of our customers when giving us their card details.

PayPal

Our main payment method is PayPal. PayPal allows you to pay without ever sharing your personal credit or debit card information with us.

Can I use PayPal without opening a PayPal account?

You can now pay with PayPal without the need to open an account. This means PayPal will not hold onto your details after purchase. PayPal limit the number of account free transactions to 10.

Please Note: Orders will be delivered to the address confirmed on the Terrained website not the address shown in your PayPal account. Please check the delivery address at Terrained checkout before confirming the order. 

Measures that we take

We have implemented a number of measures to ensure our site and your details are as secure as possible. When you send us your personal information, the link between your PC and our server is encrypted using Industry standard methods – usually referred to as SSL.

What else can I do

The overwhelming majority of online transactions are completed safely and efficiently. However, there are some things you can do to minimize the chances of fraud. Everyone using the internet should follow the tips below:

It is essential that your PC is kept up to date with the latest anti-virus and anti-key-logger software, as the weakest point of any internet transaction is often the users PC.

In some instances, we will contact you via telephone after an order has been placed on the site. You will be requested to confirm details of the order and answer some security questions. This will allow the order to then be processed and despatched promptly to you. We will never request you to confirm your password you use to log into your account.

If you receive a suspected fake Terrained e-mail, discover a spoof Terrained website, or if anything raises your suspicions, please contact us, forwarding any suspicious e-mail including the full headers directly.

If using a public computer, such as in a library or Internet cafe, always log out when you’ve finished using Terrained.

Take care of your identity and privacy

Avoid identity theft by using an up to date web browser and blocking bogus emails with a spam filter

Always use strong passwords.

Keep your passwords to yourself. Anyone who knows your password can access your account – although they cannot get any details of your credit/debit card. Do not write down your password. When creating a password, use at least 10 characters, a combination of letters and numbers is best. Do not use dictionary words, your name, your partner’s name, your e-mail address or other personal information that can be easily obtained. You should change your password frequently. Avoid using the same password for accounts on different websites.

Secure Web Pages

Make sure whenever you are entering any personal details you are using the secure Terrained website. This can be done by checking that https:// is visible in the address bar at the top and also looking out for the padlock.

Our mission

We sell products from well-known brands. Our aim is to offer our customers high quality products at the most favorable prices. We do not sell fake items or Chinese counterfeit.We internationally cooperate with a multitude of suppliers and manufacturers that help us to provide the best possible deals for our customers and to offer a wide range of products.

Our values

We are dedicated to helping more people enjoy the benefits of riding a bike. The most important thing in our work is the sincere care of clients and attention to their needs. Therefore we carefully watch each stage of our work.And furthermore, we attach great importance to the fact of offering top quality products at affordable prices.

What are cookies and how do they work?

A cookie is a text file containing information that can be remembered by a web browser between pages. When an individual uses a web browser to access the internet their browser can create cookies which are stored on the user’s computer. Cookies are not programs and therefore cannot contain viruses or other malicious software. They are purely a string of text and numbers.

Session cookies only last during a single visit. When you close your web browser the session cookie information is automatically removed from your computer.

Persistent cookies are stored by the user’s web browser even when the web browser has been closed, so that the next time a user goes back to the website that originally set the cookie, the web site can read information back from the cookie.
Persistent cookies have an expiry date which controls when they are automatically deleted. This can be anything from a few minutes to several years, depending on your own browser settings.

The Terrained website uses session cookies for two purposes:

1. Two session cookies are set that temporarily store a unique identifier for each visitor to the website. This identifier is a random series of letters and numbers and doesn’t contain any personal or identifiable information. It is used to help count the number of visitors to the Terrained website.
2. Two cookies are set by the computer systems that run the Terrained website. These cookies are used as part of the process of sending web pages to the user’s web browser and are essential – no website using Microsoft technology will work without these cookies.

Terrained uses persistent cookies for the following purposes:

1. Google Analytics is a system used by many website to record information about who visits a website. Google set six different cookies with expiry dates ranging from 30 minutes to 2 years. These cookies are used mainly to differentiate between first time visitors to a website and repeat visitors. They also allow us to ensure our website performs as well as possible for our users.The cookies are able to collect an anonymous customer number when a user is logged into the website, allowing our backend systems to ensure accuracy of Google Analytics data and help us ensure website experience remains relevant across devices. They do not contain any personally identifiable information. You can find out more about how Google use cookies at http://www.google.co.uk/policies/privacy/ (English only)
2. Terrained uses its own cookies to remember which items a customer has put into their basket. By using a persistent cookie for this, a customer can close their web browser and come back to the Terrained website subsequently and still be able to access items that had been put into their shopping basket on a previous visit. This cookie is essential for the functioning of the Terrained website as without it customers would be unable to place items into the shopping basket. The cookie lasts for 1 year but is cleared once an order has been placed.
3. Terrained also uses a cookie to remember a user’s website preferences such as preferred language, currency and delivery country. The first time a customer visits the Terrained website they are asked to confirm this information which is then stored in a cookie set to last for 1 year. Without this cookie the customer would have to reenter their preferences every time they visit the website.
4. A number of persistent cookies are also set by the computers that run the Terrained website. These cookies are solely used to record technical information necessary for our web servers to work properly. No personally identifiable information in stored in these cookies.
5. Terrained uses cookies to improve the relevancy of ads on Google and other websites; this is called remarketing and can be opted out of through Google’s Ad Settings.

Further information

If you have any further questions about how we use cookies please contact us.