WELCOME to TERRACALLA

Interested? Read our vendor expectations below...

Terracalla has defined its vendor conduct requirements to create the best sales environment for both buyers and sellers. In an effort to offer a consistent shopping experience, our requirements are meant to assure not only the quality of the goods and services for sale here, but also the satisfaction of the sales process as a whole. Our goal is to display and represent our vendors wares in a manner that inspires our customers to buy with confidence. We want our shoppers to know that they are ordering quality goods, and that our vendors will stand behind the items they sell. What follows is an outline of vendor expectations designed to promote the most successful sales relationship possible. Thank you for your interest.

1. Representation of Goods and Services

• Vendors will provide only consumer-safe, undamaged, non-defective goods and services for sale.
• Vendors will not sell rebranded items from other suppliers without their consent.
• Vendors must accurately describe their wares without misrepresenting the materials or techniques used, including dimensions or other relevant details.
• Vendors are responsible to insure that their goods and services are legal to sell and that all local regulations are observed for the regions they ship to or provide services.
• Vendors will upload a minimum of one picture per sale item.
• All pictures will be cropped to a minimum of 800 x 800 pixels and bear no watermarks of any kind. It is recommended that your product photos should be shot on a white, uncluttered background, to visually enhance your products.

2. Listing Items for Sale

• Vendors are responsible for listing their own items. Terracalla provides basic support and a step by step manual for using our sales system. Be sure to utilize the tutorial resources available to vendors. Most questions can be resolved by studying these materials.* Manual to be available shortly.
• Vendors are responsible for managing their inventory so that no item listed for sale on Terracalla is oversold. If you list an item for sale then it must be available for immediate shipment. Backordering is strictly forbidden.
  *For items that are made to order or require custom fitment, Terracalla will make exception to the previous   rule on the sole condition that it is clearly stated to the customer and that a realistic expectation is set forth for delivery date of the item.
• Should you require personalized service to assist in setting up your sale items, Terracalla offers premium services for a fee.

3. Pricing and Payments

• Vendors shall keep the retail price of their items listed on Terracalla.com consistent across all distribution channels (online and offline). 
• Vendors shall be responsible for the payment of all applicable taxes which may arise out of or in relation to the sale and delivery of the Product. 
• Terracalla collects all payments directly from each sale and charges a 15% commission fee for all sales. Upon confirmed shipping of an order, the 85% remainder of each sale will be paid out to the vendor the following week within 7-10 working days. 
• Starting January 5, 2012, a membership fee of $15.00 per month will be charged to vendors to maintain their seller account. All new vendor accounts include a free 30 day trial membership.
• Vendors must maintain an active PayPal account in order to receive payment. PayPal is Terracalla's sole merchant gateway and payment processor.
• All prices on Terracalla.com are listed in US Dollars - If you are are vendor from a country other than the US, please be sure to check the currency exchange frequently so that your prices remain consistent with the current US Dollar Exchange Rate.

4. Managing Sales and Orders

• Vendors are responsible for processing sales promptly as they come into the system. Vendors receive instant notification via email whenever one of their items sell. Customers are also notified via email upon successful checkout that their order is being processed.
• You must update and manage order status on the Terracalla system at each critical event. For example, vendors will update the order status when an item is Delayed, Shipped or Refunded by using the Order Management System.
• Vendors will only respond to customer questions or queries using the Terracalla Order Management System's messaging portal. Vendors will be courteous and prompt and conduct themselves in a professional and friendly manner.
• Vendors must never entice or solicit the customer to engage or transact independently of the Terracalla platform.

5. Packaging

• Vendors will ship all items using clean, sturdy and durable packaging that will adequately protect the items from damage during transit. Terracalla encourages eco-friendly packing material where possible.
• Vendors will include the printed Terracalla sales receipt for all items shipped to customers. Vendors must not include any additional promotional or self-branded materials with any shipments to customers.

6. Shipping and Returns

Required

• Vendors will include local shipping in their retail price (within their own country).
• Vendors will ship orders within 3 days of receipt during workdays unless the item has been specifically marked as ‘made-to-order’ in its description.

Recommended

• We recommend that vendors ship worldwide if possible (or all countries that are legally feasible). This gives an expansive customer base. As Terracalla holds the funds once a sale is made, your payment is guaranteed, as once you've shipped the item, you receive your payment via our system.
• Where feasible an insurance shipping option should be outlined in your sales/shipping policy.
• Returns, Refunds and Exchange to be outlined in your seller's policy. Vendors set their own guidelines in regards to returns or refunds. However, we recommend that all vendors offer a full refund if the customer requests one within seven (7) days of receipt of the item and returns the item(s) to the vendor.
• If available, vendors will include a shipping tracking number with a tracking URL to enable their customers to monitor the delivery of their package.