FAQ

Order Information

How soon will I get my package?
Orders placed before 12:00 PM EST on working days will go out that day. All orders placed after noon will ship the next business day. We ship via UPS, so shipping can take anywhere between 1-5 business days.

How can I check the status of my order?
Log on to your account at VerTerra.com to check the status of your order. You should also receive emails updating you on the progress of your order. If you did not create an account and shopped as a guest, please email customercare@verterra.com with questions regarding your order.

How can I track my order?
Once your order has shipped, you can track your package online at www.ups.com. Copy and paste the tracking number sent to your email or linked to your account / order information to track the status.

Do you ship to P.O. Boxes?
No, UPS does not delivery to P.O. boxes. Please provide an alternative address to ship your order.

How is sales tax determined?
New York State sales take (8.38%) is applied to all orders billed to a New York address.

I am shipping outside of the U.S. Will I be charged additional duties and taxes?
Yes. If you are ordering and shipping outside of the U.S., you will be responsible for all duties, taxes, and fees. VerTerra.com can predict what those charges may be. Please contact your country’s customs office for more information on customs charges.

How do I calculate my shipping cost?
VerTerra.com uses UPS realtime rates to determine shipping – this figure is based on the weight of your shipment. During checkout, you will be given each UPS shipping option, along with cost.

If you would like to estimate shipping beforehand, you can do so through the UPS website. We ship from zip codes 11101 and 07036 (bulk only). Most individual orders are between 2-10 pounds and bulk orders average 40 lbs. per box. You will need both pieces of information to determine cost.

What is your return policy?
Returns will only be accepted for defective or broken dinnerware. If you believe you have received dinnerware in such condition, please contact customercare@verterra.com or call 718-383-3333.

What forms of payment do you accept online?
We accept all major credit cards: MasterCard, VISA, American Express, and Discover.

How can I find out when my backordered items will be shipped?
Once your backordered item has shipped, you will be sent notification and tracking information via email, as long as you registered with VerTerra.com. If you did not create an account, please contact customercare@verterra.com for backorder information.

Can I make a change to a backordered item in my order?
As long as your order has not shipped, you may make changes to your backorder. Please contact customercare@verterra.com to facilitate any changes.

Shopping Online

Is it safe to shop VerTerra.com?
Yes, it is safe to shop on VerTerra.com. Our site is secured and encrypted through VeriSign, Inc.

How can I redeem a promo code?
Promotional codes can be redeemed any time before checkout by clicking on "My Bag" and entering the code in the box provided.

How do I receive special offers from VerTerra.com?
To receive special offers from VerTerra.com, please sign up for our newsletter. Signing up is easy – just enter your email address in the box provided at the bottom of every page.

How can I unsubscribe from receiving VerTerra.com emails?
To unsubscribe from VerTerra.com emails, simply press the unsubscribe button at the bottom of the E-newsletter. If you are having problems, please email customercare@verterra.com with "Newsletter Unsubscribe Request" in the subject line.

What are the browser recommendations for shopping at VerTerra.com?
To best view the VerTerra.com site, we suggest.

Distribution / Wholesale

Can I access your wholesale prices?
Please fill out the Become a Distributor or Customer form found on the Contact Us page for wholesale information. We will contact you within one business day with more information on pricing and programs.

How do I set up an account?
To set up a distributor or wholesale account, please fill out the appropriate form found on the Contact Us page. We will contact you within one business day to discuss opportunities with VerTerra.

Are there minimums?
Yes. Opening orders for retail packaged goods is $250 and $500 minimum for bulk packaged goods. Initial orders must be paid with a credit card, at which time you can request terms for future orders.

Can I make changes to my order?
Changes to your order are dependent upon your contract and terms with VerTerra. If for any reason you need to make a change, please contact us immediately through email, customercare@verterra.com or phone, 718-383-3333.

What happens if an item is backordered?
We do our best to keep all distributors informed of any backordered items, as well as its estimated time of delivery. If an item is backordered, we will ship it as soon as we have it in inventory, on a FIFO basis.

When placing an order, you have the option to ship complete or not, so as long as you do not check ship complete, everything on your order will ship, with the exception of the backordered item.

What are my shipping options?
We ship though UPS. For booking orders, you can choose whether you would like to use UPS Ground (on our account and you are invoiced), UPS Freight (on your account only), or arrange for third party shipping.

Should you require and are approved to drop ship an order, you may offer your customers the option of UPS Ground, 3 Day Select, 2nd Day Air, and Next Day Air.

What are your shipping lead times?
Booking orders are due by a predetermined date and require a 60-day lead time. We cannot guarantee fulfillment of any late booking orders.

Can I do drop shipments?
No, we currently do not offer drop ship services. If you have a specific fill-in or issue requiring a drop shipment, please contact customercare@verterra.com.

Do you offer same day shipping?
We can guarantee orders out placed before 12:00PM EST on working days. Any order placed after will ship no later than one business day. The earliest one can receive a package is the next business day, via UPS Next Day Air.

Can I track my packages?
Yes. When logged in, go to your order history. Anything that has shipped will have a tracking number. For detailed information, plug the tracking number into the UPS.com website.

What is your return policy?
We will accept returns on defects only. Once you are an approved customer, we will provide you with more information on what qualifies as a defect, how long you have to return an item, and how to facilitate a return.

How do I process a return?

General Information

Do you have a catalog?
To request a brochure, please email info@verterra.com and specify if you would like the E-version or a hard copy mailed to you.

Press Inquiries
Please email press@verterra.com for all press inquiries.

Can I use your photography and media?
Yes. We are happy to send you media and photography packs -- please email your request to info@verterra.com. Photo credit to Theodore Samuels is required for use.

How can I ask you a question?
The best way to reach us is though email. Please go to the Contact Us page and click on Customer Care and fill out the form. We’ll get back to you within one business day with an answer to your question.