This Shipping & Delivery Policy outlines the fulfillment procedures, transit timeframes, and terms for orders placed on www.terranovafashion.com (operating under the brand terranovafashion), managed by TERRANOVA GLOBAL COMMERCE SDN BHD.
1. Operating Entity & Origin Address All orders are processed, packaged, and dispatched directly from our primary operating facility in Malaysia:
- Operating Entity: TERRANOVA GLOBAL COMMERCE SDN BHD
- Company Registration (SSM No): 202601024706 (1686803-K)
- Dispatch Facility Address: 41A LINTASAN PERAJURIT 6, TAMAN PERAK 31400 IPOH, PERAK, MALAYSIA
- Customer Support Email: environment@terranovafashion.com
- Telephone Contact: +60 1153761418
2. Destination Regions & Carrier Partners We provide international shipping services exclusively to customers located within:
- European Union & United Kingdom
- United States of America
All shipments are handled in cooperation with international express logistics providers, including priority services from DHL, FedEx, and UPS, ensuring structured transport handling across all transit routes.
3. Delivery Timelines & Order Tracking
- Standard Transit Window:Estimated delivery times for standard international shipments range between 6 to 10 working days following dispatch confirmation.
- Automated Tracking Notifications:To keep customers informed throughout the delivery journey, automated tracking updates are dispatched to the email address provided during checkout at critical handling stages:
- Order dispatch from our fulfillment center
- Entry into key logistics processing hubs
- Local courier routing for final delivery
4. Overdue Shipments & Carrier Audit Protocol If a shipment exceeds the standard delivery window of 10 working days, the customer is advised to contact our support desk at environment@terranovafashion.com. Upon notification, TERRANOVA GLOBAL COMMERCE SDN BHD will immediately initiate a formal inquiry with the designated carrier.
Based on the official investigation findings provided by the carrier, we will proceed with one of the following resolutions:
- Issuance of a full refund to the original payment method
- Dispatch of a replacement order at no additional cost
5. Statutory Passage of Risk & Ownership In compliance with mandatory consumer protection standards across the European Union, the United Kingdom, and the United States, the risk of loss or damage to items during transport transfers to the customer only upon physical receipt of the package by the customer or an authorized representative. Ownership passes simultaneously upon verified delivery.