This Refund Policy explains how TerraTough handles refunds once a returned item has been received, how long the process typically takes, and what to do if something doesn’t go as expected. If you’re looking for information on how to send an item back in the first place, please check our Return Policy, which covers eligibility and return conditions in detail.

How the Refund Process Works

Once your returned pet toy arrives at our facility, our team inspects it to confirm it meets the conditions required for a refund, such as being unused and returned with its original packaging and accessories, where applicable.

After the inspection is complete, we’ll send you an email letting you know whether your refund has been approved or, in rare cases, declined.

Approved refunds are always issued back to the same payment method originally used to place the order. We’re not able to redirect a refund to a different card, account, or payment method.

Accepted Payment Methods

At TerraTough, we currently accept:

  • Afterpay
  • Stripe

Only payment methods displayed and available at checkout can be used to complete an order.

How Long Refunds Take

Once we’ve received and inspected your return, approved refunds are typically processed within 10 business days.

Even after we issue the refund, your bank or payment provider may need additional time before the funds appear in your account.

If Your Refund Hasn’t Arrived

If it’s been longer than expected and you still haven’t received your refund:

  • Double-check your payment account or bank statement.
  • Check your account with the payment provider used for the purchase.
  • Contact your payment provider regarding its refund processing time.
  • Contact your bank, as some institutions may take longer to post refunds.

If you’ve completed these checks and still need help, contact us at support@terratough.store and we’ll look into it.

Refused or Undeliverable Orders

If a delivery is refused or an order is returned to us as undeliverable, please contact support@terratough.store. We will review the order and available carrier information and determine the appropriate next steps.

Refunds on Damaged or Incorrect Items

If your pet toy arrived damaged, defective, or incorrect, please contact us as soon as possible. We’ll review the issue and aim to process your refund as quickly as possible once the item is returned and received, where a return is required.

Full details on reporting damaged, defective, or incorrect items are available in our Return Policy.

Partial Refunds

In certain situations, only a partial refund may be issued—for example, if an item shows signs of use or damage that affect its resale condition.

If this applies to your return, we’ll explain the reason clearly in the email confirming your refund outcome.

Refunds and Promotional Discounts

If your order was placed using a discount code, store credit, or promotional offer, your refund will reflect the amount actually paid, not the original full price of the item.

Questions About Your Refund

If you have any questions about a refund that’s in progress or one you’ve already received, we’re glad to help clarify things.

Store Name: TerraTough
Legal business name: THE DECOR STORE L.L.C.

Website: https://terratough.store/

Email:s support@terratough.store

Phone: +1(863)6996321

Business Address: 401 US-27, Lake Placid, FL 33852, United States

Customer Support Hours: Monday to Friday, 9:00 AM to 5:00 PM (Pacific Time)

Live Chat: Available 24/7

Response Time: Within 24 to 48 hours during business days

Time Zone: GMT-07:00 (Pacific Time)

Still have a question? Visit our Contact Us page and our team will be glad to help.