FAQs

How can I contact BaseTerrain?

You can contact us by email at info@baseterrain.com.
Our customer support team will be happy to assist with any questions regarding orders, products, or general enquiries.

Do you ship worldwide?

Yes, we ship internationally to selected regions.
Available shipping options, costs, and delivery estimates are shown at checkout based on your location.

Where do you ship from?

Orders are shipped from our fulfilment partners. Dispatch locations may vary depending on product availability.

Can I change or cancel my order?

We aim to process orders as quickly as possible.
If you need to change or cancel an order, please contact us within 12 hours of placing your order.

Requests made after this time may not be possible if the order has already entered processing.
Once received, your order may be returned in accordance with our Returns Policy.

What payment methods do you accept?

We accept all major payment methods, including:

  • Visa

  • Mastercard

  • American Express

  • PayPal

All payments are processed securely.

When will my order be processed?

Orders are processed Monday to Friday, excluding public holidays.
Please allow 1–3 business days for order processing before dispatch.

During peak periods, sales, or holidays, processing times may be slightly longer.

How long will it take to receive my order?

Delivery times vary by destination.
Due to demand and international shipping conditions, orders may take approximately 2–4 weeks to arrive.

Estimated delivery times are displayed at checkout.

What if I don’t receive my order?

If your order has not arrived within 30 days after dispatch, please contact us at info@baseterrain.com.
You may be eligible for a replacement or full refund, depending on the circumstances.

Will I be charged customs fees or taxes?

Prices shown on our website do not include customs duties or import taxes.

Depending on your country, additional fees may be charged by your local customs authority once the order arrives. These charges are:

  • Determined by local regulations

  • The responsibility of the customer

  • Not covered by BaseTerrain

We are not responsible for delays caused by customs processing. For more information, please contact your local customs office.

How do I return an item?

To initiate a return, please contact us at info@baseterrain.com with your order number and details.
Returns must comply with our Returns Policy.

What if my item arrives damaged, incorrect, or defective?

If you receive an item that is damaged, incorrect, or missing, please email info@baseterrain.com as soon as possible and include:

  • Your order number

  • Clear photos of the item(s)

  • A brief description of the issue

We’ll work with you to resolve the matter promptly.

When will I receive my refund?

Refunds are issued to the original payment method used at checkout.

  • Credit/debit card refunds typically take 7–10 business days to appear, depending on your bank.

  • PayPal refunds are usually processed faster.

If you haven’t received your refund after this time, we recommend contacting your payment provider or bank directly.