Vanity - Truffle Gift Box

Version: v5.2
Last updated: July 15, 2026

Terra Ross ships online orders from Bulgaria to available destinations across the European Union, the United Kingdom, Switzerland, the United States, Canada and Japan.

Orders delivered within Bulgaria are normally shipped using Econt express delivery.

For deliveries to other European Union countries, Terra Ross may use DHL Express, FedEx road/economy delivery or another suitable local, regional or international courier, depending on the destination, product type and required transit time.

Fresh and frozen products are always shipped using a suitable expedited delivery service and product-specific protective and thermal packaging. For international EU deliveries, this is normally DHL Express, although another suitable expedited courier may be selected for an eligible destination.

FedEx road/economy delivery is available only for eligible canned, jarred, dried and other ambient products delivered within the European Union. It is not used for fresh or frozen products.

All orders delivered to the United Kingdom and Switzerland are shipped exclusively by DHL Express using the Duties & Taxes Paid (DTP) service, regardless of the product type.

Eligible orders delivered to the United States, Canada and Japan are shipped exclusively by DHL Express using the Duties & Taxes Paid (DTP) service.

Important product restriction for the United States, Canada and Japan: Due to the longer international transit times, customs-clearance procedures and the possibility of regulatory inspections, Terra Ross delivers only eligible canned, jarred, preserved and dried products suitable for ambient transport to these countries. Fresh truffles, other fresh products, frozen truffles and other frozen products cannot be delivered.

The available delivery service, shipping price and estimated transit time depend on the destination, postcode, product type, parcel weight and dimensions, required packaging, customs requirements and current courier availability.

Important: Order processing time and courier transit time are separate. The estimated transit time begins after the order has been dispatched and handed to the relevant courier.

1. Scope of This Policy

This policy applies to orders placed through the Terra Ross online store.

Wholesale, palletised, bulk, private-label and separately quoted B2B shipments may use a different carrier, specialised transport provider or individually agreed delivery service.

Where separate shipping terms are included in a quotation, pro forma invoice, commercial invoice, purchase agreement, Incoterm or written order confirmation, those agreed terms will apply to the relevant B2B shipment.

2. Order Processing and Dispatch

Online orders are normally processed and prepared for dispatch within 1–2 business days.

Orders containing fresh or frozen products are normally dispatched from Monday to Thursday to reduce the risk of weekend delays or prolonged storage at a courier facility.

A fresh or frozen order may be dispatched on another day where Terra Ross has confirmed that an appropriate delivery schedule is available and that the expected transit time is suitable for the products.

Orders received after 11:00 AM Bulgarian local time, on weekends or public holidays will normally be considered for dispatch on the next suitable business day.

Processing may require additional time during:

• periods of high seasonal demand;
• public holidays;
• adverse weather conditions;
• transport or courier disruptions;
• periods of limited seasonal product availability;
• regulatory, customs or food-safety inspections.

Terra Ross may hold a temperature-sensitive order until the next suitable dispatch date where the expected route, public holidays, weekend schedule, weather conditions or courier transit time create an unreasonable risk of delay.

If a suitable expedited delivery service is not available for a fresh or frozen product, Terra Ross may contact the customer to:

• arrange a later dispatch date;
• split the order where appropriate;
• offer an alternative product or delivery solution;
• cancel and refund the affected products.

After dispatch, the customer will receive a shipping confirmation email containing the tracking number for DHL, FedEx, Econt or the relevant local or regional courier.

3. Delivery Services by Destination and Product Type

Destination	Product Type	Available Delivery Service	Typical Transit Time After Dispatch
Bulgaria	Fresh, frozen and ambient products	Econt express delivery or another suitable domestic expedited courier	Usually 1–2 business days
Other European Union countries	Fresh products	DHL Express or another suitable expedited courier selected by Terra Ross	Usually 1–3 business days, depending on the destination
Other European Union countries	Frozen products	DHL Express or another suitable expedited courier selected by Terra Ross	Usually 1–3 business days, depending on the destination
Other European Union countries	Canned, jarred, dried and other ambient products	DHL Express, FedEx road/economy delivery or another suitable local, regional or international courier	Usually 1–3 business days by express delivery or approximately 4–8 business days by road/economy delivery
United Kingdom	All product types	DHL Express DTP only	Usually 1–3 business days
Switzerland	All product types	DHL Express DTP only	Usually 1–3 business days
United States	Eligible canned, jarred, preserved and dried products only	DHL Express DTP only	Estimated during checkout; customs clearance may extend delivery
Canada	Eligible canned, jarred, preserved and dried products only	DHL Express DTP only	Estimated during checkout; customs clearance may extend delivery
Japan	Eligible canned, jarred, preserved and dried products only	DHL Express DTP only	Estimated during checkout; customs clearance may extend delivery

FedEx road/economy delivery is available only for eligible ambient products delivered within the European Union.

FedEx road/economy delivery is not available for:

• fresh products;
• frozen products;
• orders delivered to the United Kingdom;
• orders delivered to Switzerland;
• orders delivered to the United States;
• orders delivered to Canada;
• orders delivered to Japan.

Where an order contains both temperature-sensitive and ambient products, the complete order will normally be shipped using a delivery service suitable for the temperature-sensitive products.

Orders delivered to the United States, Canada or Japan cannot contain fresh or frozen products.

4. Deliveries Within Bulgaria

Orders delivered within Bulgaria are normally shipped using Econt express delivery.

Econt may be used for:

• fresh truffles and other fresh products;
• frozen truffles and other frozen products;
• canned and jarred products;
• dried products;
• other ambient products.

Fresh and frozen products are accepted for Econt delivery only where Terra Ross considers the selected service, delivery route and expected transit time suitable for the products included in the order.

Terra Ross may use another suitable domestic courier where reasonably necessary because of:

• the delivery location or postcode;
• temporary service restrictions;
• parcel weight or dimensions;
• the products included in the order;
• courier availability;
• operational or food-safety considerations.

The available delivery option, final shipping price and estimated transit time will be displayed during checkout or confirmed before dispatch.

Service	Estimated Transit Time	Suitable Products
Econt express delivery	Usually 1–2 business days	Fresh, frozen, canned, jarred, dried and other ambient products
Another suitable domestic courier	According to the service confirmed during checkout or before dispatch	Products for which the selected service is considered suitable by Terra Ross

Deliveries may be made to an address, courier office, parcel location or another available delivery point where that option is offered and selected.

Fresh and frozen orders should be collected or accepted immediately after the customer receives confirmation that the shipment is available.

Delayed collection from a courier office, parcel point or other collection location may affect the condition and quality of temperature-sensitive products.

5. Deliveries to Other European Union Countries

Deliveries from Bulgaria to addresses within the EU customs and VAT territory are normally not subject to import customs duties or import customs clearance at the destination.

Special territories, islands or destinations outside the standard EU customs or VAT territory may be subject to different documentation requirements, delivery services, local taxes, customs procedures or additional charges.

The available delivery service and final shipping price will be displayed during checkout or confirmed before dispatch.

Fresh and Frozen Products

Fresh and frozen products delivered to other European Union countries are shipped using a suitable expedited courier service.

DHL Express is the standard international express service normally used by Terra Ross for these products.

Terra Ross may use another suitable local, regional or international courier where that courier provides an appropriate expedited service for the product, destination and expected transit time.

Any alternative service selected for fresh or frozen products must be considered suitable by Terra Ross for temperature-sensitive food products and the expected journey.

Ambient Products

Eligible canned, jarred, dried and other ambient products may be shipped using:

• DHL Express;
• FedEx road/economy delivery;
• another suitable local courier;
• a regional courier or delivery partner;
• another international courier selected by Terra Ross.

FedEx road/economy delivery is a slower land-based service intended only for products that remain stable under normal ambient transport conditions.

FedEx road/economy delivery is not suitable for and will not be used for fresh or frozen products.

Local and Regional Courier Partners

In certain European Union countries, Terra Ross may use a suitable local or regional courier where this provides an appropriate and reliable service for the destination.

A local or regional courier may be used:

• for the complete delivery route;
• for domestic transport within the destination country;
• for the final stage of delivery after an international courier transfers the parcel to a local partner;
• where a standard DHL or FedEx service is unavailable, restricted or unsuitable for the destination;
• where the local service provides a more appropriate delivery route or collection option.

The use of a local courier or delivery partner does not change the customer's mandatory legal rights or the product-conformity obligations of Terra Ross.

Where a customer has expressly purchased a specific premium delivery service, Terra Ross will not replace it with a materially slower service without the customer's agreement, except where a change is reasonably necessary to complete the delivery because of circumstances outside the control of Terra Ross.

Service	Estimated Transit Time	Suitable Products
DHL Express	Usually 1–3 business days	Fresh, frozen and ambient products
Suitable expedited local or regional courier	According to the destination and selected service	Fresh, frozen or ambient products where approved by Terra Ross
FedEx road/economy delivery	Usually 4–8 business days	Canned, jarred, dried and other ambient products only
Other local or regional road service	According to the destination and selected service	Eligible ambient products only, unless an expedited temperature-sensitive service has been expressly approved

• Free shipping: Available for qualifying orders over €149, subject to the conditions and eligible delivery options displayed during checkout.
• Fresh and frozen products: Always shipped using a suitable expedited service.
• Ambient products: May be shipped by express, road/economy or another suitable local or regional service.
• FedEx service: Available only for eligible ambient products and supported EU destinations.
• Import customs duties: Normally not applicable to deliveries within the EU customs territory.

6. Packaging and Temperature-Sensitive Products

Fresh and frozen products are packed using product-specific protective and thermal packaging appropriate to the product and expected journey.

Standard courier services used by Terra Ross, including DHL Express and Econt express delivery, are expedited parcel services. They are not continuously monitored refrigerated or frozen transport services unless a separate specialised transport service has been expressly agreed in writing.

Protective and thermal packaging is designed to reduce the effect of normal temperature changes during the expected expedited transit period.

Protective packaging cannot preserve a temperature-sensitive product indefinitely where delivery, customs clearance, recipient response or collection is delayed.

Customers must therefore:

• monitor the courier tracking information;
• accept delivery without unnecessary delay;
• collect the shipment promptly where delivery is made to a courier office or collection point;
• inspect the products immediately after receipt;
• store fresh or frozen products according to the instructions on the label or product page.

7. Deliveries to the United Kingdom — DHL Express DTP

All Terra Ross orders delivered to available destinations in England, Scotland, Wales and Northern Ireland are shipped exclusively by DHL Express using the Duties & Taxes Paid (DTP) service.

This applies to all product types, including:

• fresh products;
• frozen products;
• canned products;
• jarred products;
• dried products;
• other ambient products.

Econt, FedEx road/economy delivery and other local courier services are not offered as alternative shipping methods for orders delivered to the United Kingdom.

What DTP Means for UK Customers

Duties & Taxes Paid means that Terra Ross instructs DHL Express to bill the applicable standard import duties and taxes to Terra Ross instead of collecting them from the recipient.

The checkout total includes:

• the product price;
• DHL Express delivery;
• applicable standard import duties;
• UK import VAT;
• standard customs-clearance charges assessed for the shipment.

The checkout price is therefore the final standard price for the products, DHL Express delivery and applicable import charges.

The recipient should not be required to pay standard import duties, import VAT or standard customs-clearance charges upon delivery.

DHL or the customs authorities may request identification, confirmation of the recipient's details or other information required to complete customs clearance.

The recipient must provide accurate contact information and respond promptly to legitimate customs-clearance requests.

A request for identification or customs information does not mean that the shipment is not using DTP and does not necessarily mean that an additional import payment is required.

If DHL asks the recipient to pay standard import duties, import VAT or standard customs-clearance charges for a Terra Ross order, the recipient should contact Terra Ross before making the payment.

Service	Duty and Tax Service	Estimated Transit Time	Suitable Products
DHL Express	Duties & Taxes Paid (DTP)	Usually 1–3 business days	All product types

• Courier: DHL Express only.
• Duty and tax service: Duties & Taxes Paid (DTP).
• Standard import duties: Paid by Terra Ross through DHL Express.
• UK import VAT: Paid by Terra Ross through DHL Express.
• Standard customs-clearance charges: Included by Terra Ross.
• Standard import payment upon delivery: Not normally required.
• Free shipping: Available for qualifying orders over £149, subject to the conditions displayed during checkout.
• FedEx road/economy delivery: Not available.
• Econt delivery: Not available.

Customs procedures may occasionally extend the estimated delivery time. Terra Ross cannot guarantee the duration of customs inspections or procedures performed by DHL or public authorities.

8. Deliveries to Switzerland — DHL Express DTP

All Terra Ross orders delivered to Switzerland are shipped exclusively by DHL Express using the Duties & Taxes Paid (DTP) service.

This applies to all product types, including:

• fresh products;
• frozen products;
• canned products;
• jarred products;
• dried products;
• other ambient products.

Econt, FedEx road/economy delivery and other local courier services are not offered as alternative shipping methods for orders delivered to Switzerland.

What DTP Means for Swiss Customers

Duties & Taxes Paid means that Terra Ross instructs DHL Express to bill the applicable standard import duties and taxes to Terra Ross instead of collecting them from the recipient.

The checkout total includes:

• the product price;
• DHL Express delivery;
• applicable standard customs duties;
• Swiss import VAT;
• standard customs-clearance charges assessed for the shipment.

The checkout price is therefore the final standard price for the products, DHL Express delivery and applicable import charges.

The recipient should not be required to pay standard customs duties, Swiss import VAT or standard customs-clearance charges upon delivery.

DHL or the Swiss customs authorities may request identification, confirmation of the recipient's details or other information required to complete customs clearance.

The recipient must provide accurate contact information and respond promptly to legitimate customs-clearance requests.

A request for identification or customs information does not mean that the shipment is not using DTP and does not necessarily mean that an additional import payment is required.

If DHL asks the recipient to pay standard customs duties, import VAT or standard customs-clearance charges for a Terra Ross order, the recipient should contact Terra Ross before making the payment.

Service	Duty and Tax Service	Estimated Transit Time	Suitable Products
DHL Express	Duties & Taxes Paid (DTP)	Usually 1–3 business days	All product types

• Courier: DHL Express only.
• Duty and tax service: Duties & Taxes Paid (DTP).
• Standard customs duties: Paid by Terra Ross through DHL Express.
• Swiss import VAT: Paid by Terra Ross through DHL Express.
• Standard customs-clearance charges: Included by Terra Ross.
• Standard import payment upon delivery: Not normally required.
• Shipping price: Calculated according to the delivery address, postcode, parcel weight and product type.
• FedEx road/economy delivery: Not available.
• Econt delivery: Not available.

Customs procedures may occasionally extend the estimated delivery time. Terra Ross cannot guarantee the duration of customs inspections or procedures performed by DHL or public authorities.

9. Deliveries to the United States, Canada and Japan — DHL Express DTP

Terra Ross delivers eligible orders to the United States, Canada and Japan exclusively by DHL Express using the Duties & Taxes Paid (DTP) service.

Due to the longer international transit times, customs-clearance procedures and the possibility of regulatory inspections, only eligible canned, jarred, preserved and dried products suitable for ambient transport may be ordered for delivery to these countries.

Fresh truffles, other fresh products, frozen truffles and other frozen products cannot be delivered to the United States, Canada or Japan.

This restriction applies even where DHL Express service is technically available, because transit and customs-clearance times may be unsuitable for products that require chilled or frozen handling.

Product availability is determined by the destination selected during checkout. Terra Ross may remove, cancel and refund an affected product where:

• the product is fresh or frozen;
• the product is not approved or suitable for import into the destination country;
• the available transit time is not suitable for the product;
• required customs, food-safety or import documentation cannot be completed;
• DHL Express service is unavailable or restricted for the shipment.

What DTP Means for Customers in the United States, Canada and Japan

Duties & Taxes Paid means that Terra Ross instructs DHL Express to bill the applicable standard import duties and taxes to Terra Ross instead of collecting them from the recipient.

The checkout total for an eligible order includes:

• the product price;
• DHL Express delivery;
• applicable standard import customs duties, where applicable;
• applicable standard import sales tax, GST, consumption tax or other import tax;
• standard customs-clearance charges assessed for the shipment.

The recipient should not normally be required to pay standard import duties, standard import taxes or standard customs-clearance charges upon delivery.

DHL or the destination customs, tax, food-safety or regulatory authorities may request identification, importer details, confirmation of the delivery information or other documents required to complete customs clearance.

The recipient must provide accurate contact information and respond promptly to legitimate customs or import requests.

A request for information does not mean that the shipment is not using DTP and does not necessarily mean that an additional payment is required from the recipient.

If DHL asks the recipient to pay standard import duties, standard import taxes or standard customs-clearance charges for a Terra Ross order, the recipient should contact Terra Ross before making the payment.

Destination	Service	Duty and Tax Service	Suitable Products	Transit Time
United States	DHL Express	Duties & Taxes Paid (DTP)	Eligible canned, jarred, preserved and dried products only	Estimated during checkout; customs clearance may extend delivery
Canada	DHL Express	Duties & Taxes Paid (DTP)	Eligible canned, jarred, preserved and dried products only	Estimated during checkout; customs clearance may extend delivery
Japan	DHL Express	Duties & Taxes Paid (DTP)	Eligible canned, jarred, preserved and dried products only	Estimated during checkout; customs clearance may extend delivery

• Courier: DHL Express only.
• Duty and tax service: Duties & Taxes Paid (DTP).
• Eligible products: Canned, jarred, preserved and dried products suitable for ambient transport.
• Fresh products: Not available.
• Frozen products: Not available.
• FedEx road/economy delivery: Not available.
• Econt delivery: Not available.

Customs, food-safety and regulatory procedures may extend the estimated delivery time. Terra Ross cannot guarantee the duration of inspections or procedures performed by DHL or public authorities.

10. Courier Selection and Delivery Options

The courier used for an order may depend on:

• the destination country and postcode;
• the products included in the order;
• whether expedited delivery is required;
• the parcel weight and dimensions;
• the required protective or thermal packaging;
• courier route and service availability;
• public holidays and expected transit schedules;
• temporary operational or regulatory restrictions.

Where more than one suitable delivery option is available, the available services and prices may be displayed during checkout.

Where only one suitable delivery service is available, Terra Ross may select the courier required to complete the delivery safely and efficiently.

The courier displayed during checkout may use an affiliated company, subcontractor or local last-mile delivery partner to complete part of the delivery route.

Where Terra Ross changes the originally indicated courier after the order is placed, the replacement service will be selected according to the product type, destination and expected transit time.

Terra Ross will not intentionally replace a paid premium service with a materially slower service without the customer's agreement, except where a change is necessary because of circumstances outside its reasonable control.

11. Shipping Prices and Delivery Estimates

The available delivery service, shipping price and estimated transit time are calculated according to:

• the destination country and postcode;
• the total parcel weight and dimensions;
• the products included in the order;
• the required protective or thermal packaging;
• the selected or available courier service;
• current courier route and service availability;
• applicable customs, import and food-safety requirements.

Terra Ross normally uses:

• Econt express delivery for orders delivered within Bulgaria;
• DHL Express for international fresh and frozen deliveries within the European Union;
• FedEx road/economy delivery for eligible ambient products within supported EU destinations;
• local or regional couriers for suitable deliveries within other EU countries where appropriate;
• DHL Express DTP for all orders delivered to the United Kingdom and Switzerland;
• DHL Express DTP for eligible canned, jarred, preserved and dried products delivered to the United States, Canada and Japan.

Fresh and frozen products are not available for delivery to the United States, Canada or Japan.

The exact shipping price and available delivery options will be displayed before the order is completed or confirmed before dispatch where a manually arranged service is required.

All processing and transit times are estimates and are not guaranteed.

Delivery delays may occur because of:

• customs procedures or regulatory inspections;
• food-safety or import inspections;
• adverse weather;
• public holidays;
• strikes or transport disruptions;
• incorrect or incomplete delivery information;
• recipient unavailability;
• remote-area delivery schedules;
• local courier restrictions;
• circumstances outside the reasonable control of Terra Ross.

Customs clearance may extend the transit time for deliveries to the United Kingdom, Switzerland, the United States, Canada and Japan even though the shipments use the DTP service.

12. Shipment Tracking

After dispatch, the customer will receive a tracking number or other available shipment reference by email.

Depending on the service used:

• orders sent by DHL Express will receive DHL tracking information;
• eligible ambient orders sent by FedEx road/economy delivery will receive FedEx tracking information;
• orders delivered within Bulgaria will normally receive Econt tracking information;
• orders sent by another local or regional courier will receive the tracking information provided by that courier.

Tracking information may require several hours to become active after the shipping label has been created or the shipment has been collected.

The tracking information may be used to:

• follow the shipment through the relevant courier's tracking service;
• receive updates about the shipment status;
• review available delivery or collection options;
• contact the courier regarding a delivery attempt, collection option or delivery problem.

Where an international courier transfers the shipment to a local delivery partner, the tracking page may display an additional local tracking number or delivery reference.

13. Customer Responsibilities

Before completing an order, the customer must provide complete and accurate information, including:

• the recipient's full name;
• the complete delivery address;
• the correct postcode;
• a valid telephone number;
• a valid email address;
• company and VAT information, where applicable;
• any additional information required for customs clearance or local delivery.

The customer is responsible for:

• checking the tracking information provided by the relevant courier;
• responding promptly to delivery or customs-clearance requests;
• ensuring that someone is available to receive the shipment;
• collecting a parcel promptly where delivery is made to a courier office or collection point;
• accepting temperature-sensitive products without unnecessary delay;
• storing the products immediately according to the instructions on the label or product page.

Fresh and frozen products should be accepted or collected at the first available opportunity.

Customers are strongly advised not to postpone, redirect or authorise unattended delivery of a temperature-sensitive shipment.

Delivery changes, courier-office storage, parcel-point storage or delayed collection may affect the condition and quality of fresh or frozen products.

14. Missed Delivery and Recipient Absence

The relevant courier will attempt delivery to the address or delivery location selected for the order.

If the recipient is unavailable, the courier may:

• attempt delivery again;
• hold the parcel at a courier office, local facility or service point;
• provide instructions for collection;
• offer another locally available delivery option;
• return the parcel to Terra Ross where delivery or collection cannot be completed.

The recipient must follow the courier's instructions promptly.

Delayed delivery or collection is particularly unsuitable for fresh and frozen products and may affect their quality, condition and suitability for use.

Additional delivery attempts, address corrections, storage, redirection, local handling or return transportation may result in additional courier charges.

15. Incorrect Address, Refused Delivery and Uncollected Shipments

If a shipment is delayed, stored, redirected or returned because of:

• an incorrect or incomplete address;
• an incorrect postcode;
• an incorrect telephone number or email address;
• recipient absence;
• refusal of delivery;
• failure to collect the parcel;
• failure to provide required customs or delivery information;
• failure to respond to the courier;

the customer may be responsible for the resulting:

• address-correction charges;
• additional delivery charges;
• storage and handling charges;
• return transportation;
• customs-related charges;
• disposal costs.

Fresh and frozen products that are delayed, returned or left uncollected for customer-related reasons are not eligible for a voluntary refund because their condition, temperature history and suitability for resale can no longer be verified.

This does not limit mandatory legal rights concerning defective, damaged, incorrect or non-conforming products.

For eligible unopened canned, jarred, dried or other ambient products, any refundable amount will be considered only after the returned products have been received and inspected.

Applicable outbound shipping, return shipping, storage and handling costs may be deducted from the refundable amount except where mandatory consumer law provides otherwise.

16. Damaged, Incorrect, Thawed or Delayed Shipments

Please inspect the parcel and products immediately after delivery or collection.

Contact Terra Ross as soon as possible if:

• the external parcel or internal packaging is visibly damaged;
• the packaging is leaking, swollen, unsealed or otherwise compromised;
• an incorrect product was delivered;
• an item is missing;
• a frozen product arrived thawed or partially thawed;
• a fresh product shows a significant problem upon arrival;
• the product has an unusual or unpleasant odour;
• the courier tracking information shows a substantial or unexplained delivery delay.

Where practical, report the issue within 24 hours of delivery and provide:

• the order number;
• the tracking number or shipment reference provided by DHL, FedEx, Econt or the relevant courier;
• clear photographs of the external parcel;
• photographs of the shipping label;
• photographs of the internal packaging;
• photographs or video showing the affected product;
• a short description of the issue.

Do not consume or use a product that appears unsafe.

Photograph the product immediately and retain it only where safe and practical, following the applicable storage instructions, until Terra Ross provides further guidance.

If keeping the product would create a hygiene or safety risk, document the issue before disposing of it.

Requests for prompt notification and supporting evidence help Terra Ross investigate the shipment with the relevant courier. They do not limit mandatory legal rights relating to defective, damaged, incorrect or non-conforming products.

17. Returns

Return eligibility, withdrawal rights, complaint procedures and refund conditions are described in the Terra Ross Return and Refund Policy.

Fresh and frozen products are not accepted for ordinary voluntary change-of-mind returns to the extent permitted by applicable law because their condition, storage history and temperature history cannot be verified after delivery.

Eligible unopened canned, jarred, dried and other ambient products delivered to consumers within the European Union or the United Kingdom may be returned where the requirements of the Return and Refund Policy and applicable law are satisfied.

Terra Ross does not offer a voluntary right of withdrawal, cancellation or change-of-mind return for orders delivered to Switzerland.

Opened or unsealed food products cannot be returned as an ordinary change-of-mind return where the applicable legal exception applies.

Mandatory rights concerning damaged, defective, unsafe, incorrect or non-conforming products remain unaffected in all supported markets.

18. DTP Coverage and Non-Standard Charges

The DHL Express Duties & Taxes Paid (DTP) service used for the United Kingdom, Switzerland, the United States, Canada and Japan instructs DHL Express to bill the applicable standard import duties and taxes to Terra Ross instead of collecting them from the recipient.

For a correctly documented shipment completed under normal customs and delivery conditions, the service and Terra Ross arrangements normally cover:

• standard import customs duties;
• standard import VAT, GST, consumption tax, sales tax or other applicable import tax;
• standard customs-clearance charges included by Terra Ross;
• normal customs processing required for the shipment.

DTP does not remove the recipient's responsibility to provide identification, importer details or other information required by DHL or the public authorities.

DTP does not cover exceptional charges caused by:

• incorrect or incomplete customer information;
• address changes or redirection requested after dispatch;
• recipient absence or delayed collection;
• refusal of delivery;
• failure to provide requested identification, importer or customs information;
• extended courier or customs storage;
• additional delivery attempts;
• return transportation or disposal;
• special services requested by the recipient;
• non-routine permits, licences, inspections or customs procedures caused by the recipient or inaccurate information supplied for the order.

Such exceptional charges may be deducted from any refundable amount or charged to the customer where permitted by applicable law.

19. Contact Information

For questions concerning dispatch, courier selection, tracking, DTP delivery, customs clearance or delivery status, please contact Terra Ross:

Email: info@terra-ross.com
Telephone: +49 177 159 2737

Please include your order number and the relevant DHL, FedEx, Econt or other courier tracking number so that the Terra Ross team can assist you efficiently.

Thank you for choosing Terra Ross.