Shipping policy

We try to keep shipping simple, honest, and predictable. If anything here feels unclear, please email us and we will do our best to help.


Where we ship from and to

All orders ship from our warehouse in Brooklyn, New York.

We currently ship to:

  • All 50 US states
  • Alaska and Hawaii
  • US territories (such as Puerto Rico, Guam, US Virgin Islands)
  • Select international destinations, including Australia and countries within the European Union

We plan to add more regions over time, and when we do, we will update this page.


Processing times

For in stock items, our handling time is typically 2 to 5 business days from when you place your order to when we hand it to the carrier. During busy periods or product launches, this can take a little longer.

Pre order items ship according to the estimated batch dates listed on their product pages. If the timing changes in a meaningful way, we will email you with an update.


Delivery times

Once a carrier picks up your package, typical transit times are:

  • Continental US: usually about 3 to 7 business days
  • Alaska, Hawaii and US territories: usually a bit longer, depending on location and carrier
  • International shipments: often 7 to 21 business days, depending on the country, customs processing and local delivery partner

These are estimates, not guarantees. Weather, carrier capacity, holidays and customs can occasionally slow things down.


Shipping methods and environmental considerations

We generally use ground or ground-equivalent services when we can. They tend to be easier on both your wallet and the planet than air options. In some cases, a mix of ground and air may be used if it is clearly the best balance of cost, timing and reliability for a given route.

We do not offer extreme rush options by default because they are usually very expensive and significantly more polluting. If you have a genuinely urgent situation, email us and we can see what is possible.


Shipping costs and free shipping threshold

Shipping costs are shown at checkout before you pay and are based on your location and the size and weight of your order.

We offer free standard shipping within the United States on orders of 200 dollars or more after discounts. Orders below that threshold will see a shipping charge at checkout.

International shipping rates are higher and are calculated at checkout based on destination and carrier options.


Pre-orders and split shipments

If your order includes both in stock items and pre order items, we may ship in stock items first and pre order items later, or hold items and ship everything together. We make this call based on timing, cost and environmental impact.

Each pre order product page lists our best estimate for when that batch will be ready to ship. If timing changes, we will communicate via email. Your return and exchange windows are based on delivery date, not the date you placed the pre order.


Address changes and delivery issues

Please double check your shipping address at checkout. If you notice a mistake, email us as soon as possible with your order number and the correct address.

If your order has not shipped yet, we can usually update the address. If it has shipped, we may not be able to change it mid transit, but we will help you figure out the next best step.

If a package is returned to us due to an incorrect or incomplete address, we can reship it to a corrected address, usually with an additional shipping charge.

We use third party tools and partners to monitor addresses that show repeated issues or fraud signals. In rare cases, we may cancel and refund orders that trigger multiple warnings in order to protect both you and our business.


Lost, stolen or delayed packages

We rely on third party carriers (primarily UPS and DHL) to physically deliver your order, but we do try to help if something goes sideways.

If tracking says “delivered” but you do not see the package:

  1. Check around your property, with neighbors and any building office or mailroom.
  2. Wait one more business day. Sometimes carriers mark an item as delivered a bit early.
  3. If it still has not shown up, email us with your order number and tracking information.

We will open an inquiry with the carrier and see what we can learn. In some cases, packages are recovered or delivered late. In cases where the carrier confirms loss or a clear delivery error, we will work with you on a fair solution, which may be a replacement or a refund depending on stock and timing.

We cannot guarantee replacement of packages that appear to have been stolen after confirmed delivery in a secure location, but we will look at each situation individually and do what we can.

If tracking has no movement for many days:

If your tracking does not update for an extended period, reach out to us. We will help you contact the carrier and decide whether to wait longer, file a claim or explore other options.


International shipping

We are happy to ship Terlingua Threads gear to customers in Australia and the European Union, and may support additional regions over time.

A few key points to know:

  • Duties and taxes: For orders shipped outside the United States, the price you pay on our website covers the gear and the shipping, but it does not normally include import duties, VAT or other taxes charged by your country. Those fees, if they apply, are set by your local customs authorities and may be collected by the carrier when your package arrives in your country or before final delivery. We do not control these charges and do not receive any part of them, so we recommend checking your local rules if you are unsure what to expect.
  • Customs delays: International shipments sometimes spend extra time in customs. Unfortunately we cannot control that timing, but we can provide tracking information and any documentation the carrier requires.
  • Returns: International returns are possible but more expensive and complex. If you are outside the US and thinking about a return or exchange, email us first so we can talk through options. In many cases, exchanging or returning items across borders will involve higher shipping costs and longer timelines.

 

Questions

If you ever feel unsure about shipping costs, timing or whether we can get a package to where you are, email us at info@terlinguathreads.com before you order. We are a small team and cannot promise instant responses, but we read every note and will do our best to give you a clear, honest answer as soon as we can.