Asked Questions (FAQ)

I. Welcome to Our Help Center

At Terra Flora Global LLC, we are dedicated to providing not only the finest dried fruits, nuts, and teas but also a seamless and informative shopping experience. We understand you may have questions before, during, and after your purchase. This comprehensive Frequently Asked Questions (FAQ) section is designed to provide clear, immediate answers to the most common inquiries we receive.

We have organized this resource into logical categories to help you find the information you need quickly. If your question is not covered here, please do not hesitate to reach out to our dedicated customer support team through our Contact Us page for personalized assistance.

II. General Questions

Q1: What is Terra Flora Global LLC?
A1: Terra Flora Global LLC is a premium online retailer specializing in high-quality, globally-sourced dried fruits, nuts, healthy snacks, artisanal teas, and beautifully curated gift collections. Based in the USA, we ship our products nationwide and internationally to bring nature’s finest flavors directly to your doorstep.

Q2: Where is Terra Flora Global located?
A2: Our corporate headquarters and primary operations center is located at 30 N Gould St STE R, Sheridan, WY 82801, United States. Please note this is not a public retail storefront; all orders are placed and fulfilled through our e-commerce website.

Q3: Are your products organic?
A3: We offer a selection of certified organic products, which are clearly labeled as such on our website (e.g., “Organic Turkish Apricots”). While we prioritize natural and high-quality sourcing, not all our products are certified organic. We always strive to provide detailed sourcing and ingredient information on each product page for your awareness.

Q4: Do your products contain additives or preservatives?
A4: We are committed to purity. Many of our dried fruits are “natural” or “unsulfured,” meaning no sulfur dioxide or other preservatives are used to retain color. Our product descriptions explicitly list all ingredients. For example, our natural dried strawberries contain only strawberries. However, some items, like crystallized ginger or chocolate-covered fruits, will list their specific ingredients (e.g., sugar, chocolate). We believe in full transparency so you can make informed choices.

Q5: How should I store your dried fruits and nuts?
A5: To maintain maximum freshness, flavor, and texture, we recommend storing our products in a cool, dark, and dry place. An airtight container in your pantry is ideal. For longer-term storage (over a month), placing the product in an airtight container in the refrigerator or even the freezer can significantly extend shelf life and prevent any potential rancidity in nuts. Always refer to any “best by” date on the packaging.

III. Ordering & Account Management

Q6: How do I place an order?
A6: Ordering is simple:

  1. Browse our categories and add desired items to your cart.

  2. Click the cart icon to review your selections.

  3. Proceed to checkout.

  4. Enter your shipping and billing information.

  5. Select a shipping method.

  6. Choose your payment method and complete the secure transaction.

  7. You will receive an order confirmation email immediately.

Q7: Can I modify or cancel my order after placing it?
A7: We process orders quickly to ensure fast delivery. If you need to modify or cancel an order, please contact our customer support team immediately via email (vinfresh.fba@gmail.com) or phone with your order number. We will make every effort to accommodate your request if the order has not yet entered the packaging and shipping phase. We cannot guarantee changes or cancellations once an order is being processed.

Q8: Do I need an account to place an order?
A8: You can check out as a guest. However, creating a free account offers significant benefits:

  • Faster checkout in the future with saved addresses.

  • Easy access to your order history and tracking information.

  • Ability to save your favorite products to a wishlist.

  • Manage saved payment methods securely.

Q9: I forgot my password. How can I reset it?
A9: On the login page, click the “Forgot your password?” link. Enter the email address associated with your account. You will receive an email with instructions to create a new, secure password.

IV. Payment & Pricing

Q10: What payment methods do you accept?
A10: We accept all major credit/debit cards (Visa, Mastercard, American Express, Discover, JCB, Diners Club) processed securely via Stripe. We also support fast checkout with Apple Pay and Google Pay. For detailed information, please visit our Payment Methods page.

Q11: Is it safe to use my credit card on your website?
A11: Absolutely. Security is our top priority. We use Stripe, a PCI DSS Level 1 certified payment processor (the highest level of security certification). Your full card details are never stored on our servers. All transactions are encrypted using TLS technology. For more details, see our Payment Methods and Privacy Policy.

Q12: Why was my payment declined?
A12: Common reasons include:

  • Incorrect card number, expiration date, or CVV.

  • Insufficient funds or credit limit.

  • Your bank’s fraud protection has flagged the transaction (common for international orders). Contact your bank to authorize the purchase.

  • The billing address entered does not match the address on file with your bank.

  • An issue with 3D Secure authentication (the extra verification step from your bank).

Q13: Are taxes charged on orders?
A13: For orders shipped within the United States, applicable state and local sales tax will be calculated and added at checkout based on your delivery address.
For international orders, we do not collect import duties or taxes. You, as the recipient, are responsible for any customs fees, VAT, GST, or other import charges levied by your country’s authorities. These fees are not included in our prices or shipping costs.

Q14: The price changed after I placed my order. Will I be charged the new price?
A14: No. The price confirmed at the time of your order is the price you will be charged, provided your order has been accepted (shipment confirmation sent).

V. Shipping & Delivery

Q15: Where do you ship?
A15: We ship across all 50 U.S. states and to many international destinations. During checkout, you can enter your address to see available shipping options and calculated costs.

Q16: What are my shipping options and costs?
A16: Shipping costs and delivery timelines vary based on your location, order weight, and the service level you choose (e.g., Standard, Expedited). All options and real-time costs will be clearly displayed at checkout before you finalize payment. For a detailed overview, please see our Shipping Policy.

Q17: How long will it take to receive my order?
A17:

  • U.S. Domestic: Typically 3-8 business days for standard shipping, depending on your distance from our fulfillment center.

  • International: Delivery times vary widely by country, typically ranging from 7 to 20 business days. These are estimates, and customs processing can add additional time.

Please note: These are processing and transit time estimates and are not guaranteed delivery dates. You will receive a tracking number via email once your order ships.

Q18: Do you offer order tracking?
A18: Yes! As soon as your order is packaged and handed to the shipping carrier, you will receive a shipment confirmation email containing a tracking number and a link to monitor your package’s journey.

Q19: What if my package is lost or damaged in transit?
A19: Please contact our customer support team immediately with your order number. We will initiate an investigation with the shipping carrier. For lost or damaged packages, we have policies in place to resolve the issue, which may include sending a replacement or issuing a refund. Please refer to our Shipping Policy for full details.

Q20: Can I ship to a different address than my billing address?
A20: Yes, you can enter separate shipping and billing addresses during checkout. Please double-check the shipping address for accuracy, as we are not responsible for orders shipped to an incorrect address provided by the customer.

VI. Returns, Refunds & Exchanges

Q21: What is your return policy?
A21: Your satisfaction is guaranteed. If you are not completely happy with your purchase, you may return unopened and unused items in their original packaging within 30 days of delivery for a full refund of the product cost. Return shipping is the customer’s responsibility unless the return is due to our error or a defective product. Due to the perishable nature of food, we cannot accept returns of opened products unless they are defective. For complete details, please read our Refund and Return Policy.

Q22: How do I initiate a return?
A22:

  1. Contact our customer support team within 30 days of delivery to request a Return Merchandise Authorization (RMA) number and instructions.

  2. Securely package the item(s) with the RMA number clearly visible on the outside.

  3. Ship the package to the address we provide, using a trackable method.

  4. Once we receive and inspect the return, we will process your refund to the original payment method.

Q23: How long does it take to receive a refund?
A23: After we receive your return and approve it, we will initiate the refund immediately. It may then take 5-10 business days for the refund to be posted back to your original payment method, depending on your bank or card issuer’s processing times.

Q24: What if I receive a defective or incorrect item?
A24: We apologize for any error. Please contact us within 7 days of delivery with photos of the product and its packaging. We will arrange for a prepaid return label if needed and promptly send the correct replacement or issue a full refund, including any return shipping costs.

VII. Product-Specific Questions

Q25: Do your products contain common allergens?
A25: Yes. Our facility handles a wide variety of tree nuts, peanuts (in some products), coconut, dairy (in chocolate items), and other allergens. While we have strict cleaning procedures, we cannot guarantee that any product is completely free from traces of allergens due to shared equipment. Always check the ingredient list on each product page and the packaging upon arrival. If you have severe allergies, please exercise caution.

Q26: Are your products suitable for vegans/vegetarians?
A26: Many of our plain dried fruits, nuts, and herbal teas are vegan. However, products containing chocolate (milk or dark), yogurt coatings, or honey are not vegan. Product descriptions will list all ingredients. Vegetarians should note that some candied items may use insect-derived shellac (confectioner’s glaze); we specify this where applicable.

Q27: What is the shelf life of your products?
A27: Shelf life varies by product. Most dried fruits and nuts have a “best by” date of 6-12 months from packaging when stored properly in a sealed container in a cool, dry place. For the most accurate information, please refer to the “best by” or “use by” date printed on the product packaging you receive.

Q28: Can I request a custom gift basket or corporate order?
A28: Absolutely! We specialize in creating beautiful, custom assortments. Please contact us directly via the Contact Us page and select “Custom & Corporate Gift Orders.” Provide details about your occasion, budget, and preferences, and our team will work with you to create a perfect, personalized offering.

VIII. Website & Technical Support

Q29: The website isn’t loading properly. What should I do?
A29: First, try clearing your browser’s cache and cookies, then reload the page. Ensure you are using a modern, updated browser (Chrome, Firefox, Safari, Edge). If the problem persists, please contact us and describe the issue, including the device and browser you are using.

Q30: I didn’t receive my order confirmation/shipment email.
A30: First, please check your spam or junk mail folder. If it’s not there, log into your account on our website to view your order status. If you still cannot find it, contact us with your name and order details, and we will resend the confirmation.

Q31: How do I unsubscribe from your marketing emails?
A31: You can unsubscribe at any time by clicking the “Unsubscribe” link at the bottom of any marketing email you receive from us. Alternatively, you can manage your email preferences in your account settings or contact us to update your preferences.

IX. Still Have Questions?

We hope this FAQ section has been helpful. Our customer support team is always ready to provide further assistance for questions that are more specific or personal.

Contact Us:

  • Email: vinfresh.fba@gmail.com

  • Phone: +84 981 742 057

  • Contact Form: Available on our Contact Us page.

Thank you for choosing Terra Flora Global LLC. We value your business and are committed to ensuring your experience with us is exceptional from start to finish.