Q: Can I return my Terrace Connect financed mobile device order?

A: Terrace Connect’s mobile phone return policy allows returns or exchanges within 14 days for most phones and "activatable devices" (cellular tablets, wearables, etc.). A taxable restocking fee of up to $45 applies for most opened, non-defective phones. Unopened devices may not incur this fee. Terrace Connect follows the return policies our product supply partners, please review the return process of the location from which you received your goods. Financed orders cannot be returned for store credit or cash.  Please also contact your financing bank for further return instructions regarding your loan/lease agreement on the product in question.

1. Verify that your order meets all the conditions for returning and receiving a refund as outlined by the supplying partner.
2. Contact your financial institution for specific instructions on your loan/lease agreement and the product in question.
3. Contact Terrace Connect for return approval. You will receive a Return Authorization Number and instructions to return to your nearest store location.
4. Locate the nearest accepting location to return the product. If no suchlocation exists, please follow the supplying partner’s shipping instructions.
5. Verify what the restocking fees are for returned item and return location.
6. Provide proof of destination receipt and your return with be processed and finalized

Q: What is Terrace Connect's return policy on prepaid orders?
A: All refurbished, used, and/or custom products are final sale and cannot be returned
Terrace Connect orders can request returns based on the requirements of the supplying partner. However, shipping, delivery discrepancies, and products that arrive damaged must be reported

Q: What is the next step in a return?
A: Once a return request is approved, you will receive a Return Merchandise Authorization (RMA).  Please follow supplying partner procedure and return the product to your closest accepting location promptly.
All merchandise returned must be in original packaging in same condition with all original items (e.g., manuals, remotes, cables, etc.) that came in the box. Returns with missing items may result in a partial refund.

Q: Is there a fee for returns?
A: Restocking fees will be assessed on certain products.
All activatable devices (excluding prepaid phones) will be assessed $45.  Drones, digital cameras, camera lenses, camcorders (including action cameras), electric bikes, electric mopeds, premium scooters, super scooters, mobility scooters, electric wheelchairs, leg and body recovery systems, projectors, projector screens, and special-order products will be assessed 15% of the item purchase price.

Q: What do I do with a damaged item?
A: Damaged must be reported to Terrace Connect within 3 business days of delivery in order to be eligible for a full refund/exchange.

Q:What is the insurance on my product if it is shipped?
A:Your item is insured up to the standard liability of the shipping agent.

Q:What if my package says it was delivered but I did not receive it?
A:In the case that the item was delivered and signed for by an authorized signatory of the receiving address, it is to be considered successfully delivered.  Any such issue can be taken up with the assigned package delivery company.

Q: How do I contact Terrace Connect regarding my order?
A: For questions regarding your order, you may contact Terrace Connect Order Support: Telephone: 1-888-509-1370
Email: orders@TerraceConnect.com
What are the hours of operation?
Eastern - Monday-Friday 9:00 a.m. - 5:00 p.m. and Saturday-Sunday 11:00 a.m. - 4:00 p.m. Except national holidays 
Central - Monday-Friday 8:00 a.m. - 4:00 p.m. and Saturday-Sunday 10:00 a.m. - 3:00 p.m. Except national holidays 
Mountain - Monday-Friday 7:00 a.m. - 3:00 p.m. and Saturday-Sunday 9:00 a.m. - 2:00 p.m. Except national holidays 
Pacific - Monday-Friday 6:00 a.m. - 2:00 p.m. and Saturday-Sunday 8:00 a.m. - 1:00 p.m. Except national holidays