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Return Policy

Return Policy

AllTerra will honor returns for orders placed on our website (excluding items noted as “Sale or Clearance”) within 30 days of the original purchase date for a refund. To be eligible, items must be returned in brand new unused condition, with all original product packaging (including tags), and any safety seals unbroken.

Original order shipping charges will not be refunded.

The cost of any return shipping is the responsibility of the customer.

We are not responsible for your return until it is received at our Returns Department. We recommend that you provide a tracking number to us for reference.

If you receive an item other than what you ordered, or if the item appears to be defective, damaged or missing please reach out to customer service directly at customerservice@allterracentral.com or call us at 1- 877-309-4099 and we will be happy to assist you. You will only be reimbursed for shipping if the item is defective or sent to you in error by AllTerra Central. In such cases, we’ll reimburse the original S&H charged on your invoice only after you have returned the item and it has been inspected. There is no restocking fee for such returns. These items must be returned in accordance with the following return procedures in all respects.

How to Return 
Please email customerservice@allterracentral.com before making a return, indicating what you are returning.
Please include the original invoice that was emailed to you or the order number.

For NEW Equipment, send the return item to:

AllTerra – Houston
Returns Dept.
14722 Regnal Street
Houston, Texas 77039

For USED Equipment, send the return item to:

AllTerra – San Antonio
Returns Dept. - Used
10822 Hillpoint
San Antonio , Texas 78217

  • Please retain proof of shipping confirmation for your protection.
  • Returns must be shipped in their original condition in which they were received with sale tags, invoices/packing slips and packaging intact. Returns must be packaged securely for shipment.
  • AllTerra Central is not responsible for delays in processing items returned to us without prior notification.
  • Returns will only be processed if we are notified within 30 calendar days of receipt of your order for any issue regarding your order including shipping errors or requests for an exchange. If outside of this time limit, items purchased are non-returnable.

Damage Notification
If you receive a package that is damaged please refuse the packaging and contact us within 3 business days so we can assist with a claim against the carrier. We cannot assist with packages that have been accepted and then later claimed as damaged. If you receive an item that is defective, please contact us within 3 business days with notification of the problem. We will gladly correct the problem directly or with the manufacturer.

Insurance
Items damaged during shipping should be covered by insurance (automatic up to $100 with FedEx). In no event should you accept a package from the carrier if it is damaged. You should immediately contact the carrier so as not to void any claim. Returning your item to our store could void your insurance by the carrier and we will not be able to take back your merchandise and issue store credit or replacement.

Non Returnable Items
There are no returns for sale items, items purchased with a discount coupon, batteries, cables, and personalized items e.g. stamping or monogramming. We do not provide exceptions to our return policy. Please note the following prior to purchase so that you are aware of our return policy. 

Special Circumstance Restocking Fee
Returns may be subject to a 15% restocking fee for opened packages, large, complex orders, undeliverable packages or packages that are returned to sender.