Shipping, Returns & Refund Policy

Shipping & Returns & Refund Policy

Last updated: August 4, 2026

Before You Order

TERPLAX confirms product availability, quotation, shipping details, and the current payment method through direct customer-service communication. Please contact us before sending funds, especially for samples, made-to-order profiles, OEM projects, or bulk supply.

Shipping Cost and Route

For the following eligible destinations, the standard international shipping charge is USD 30 per order, regardless of package weight or volume: AE, AT, AU, BE, CA, CH, CZ, DE, DK, ES, FI, FR, GB, HK, IE, IL, IT, JP, KR, MY, NL, NO, NZ, PL, PT, SE, SG. Orders ship from China. Normal order handling and production time is 7 days, and normal transit is 7–15 days via EMS, with DHL or USPS used where the confirmed route requires it. The final route, customs clearance, duties, taxes, destination restrictions, and any exception are confirmed before payment. Destinations outside this list are not covered by this fixed-rate group; United States rates are shown and confirmed separately where applicable.

Processing Time

Processing time is confirmed with the quotation. Made-to-order profiles, OEM projects, and bulk orders can require additional production and document-confirmation time.

Shipping Time and Tracking

Transit time depends on the confirmed route, destination, customs clearance, and local carrier handling. Tracking information will be provided after dispatch when available.

Made-to-Order and Bulk Orders

Customized, made-to-order, OEM, private-label, and bulk orders may become non-cancellable or non-refundable after written approval and production begins, except for rights that cannot lawfully be excluded or issues caused by TERPLAX. Please confirm profile, volume, packaging, quotation, shipping details, and payment method before final approval.

Returns and Exchanges

Returns for standard, unopened and unused items may be requested within 30 days after delivery, subject to the Refund Policy. The 7-calendar-day notice period applies only to damage, incorrect, or missing shipments; please provide photos or other proof of the issue.

For EU shipments, mandatory 14-day cancellation rights apply where legally required. For product safety and quality control, opened or used terpene products cannot be returned.

Return shipping is provided or paid by TERPLAX only for our error, damage, or incorrect shipment. Otherwise, the buyer pays return shipping unless applicable law requires otherwise.

Refunds and Replacements

After reviewing the issue, TERPLAX may arrange a replacement, partial refund, or refund depending on the situation. Approved refunds are issued to the original payment method within 10 business days, subject to the Refund Policy and applicable law.

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