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To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

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© Terranova Alimenti SRL | P. IVA 03649630823 | Via Gustavo Roccella 269, Palermo - 90128

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What do you need?

We will do our best to cancel your order.
If the order has already been entrusted to the courier, just refuse the package upon delivery. Once the package has been returned to our warehouses, a refund will be issued for the goods that have been refused (excluding shipping costs).

Where do you find the problem?

Enter the shipping country

Enter the shipping province

Enter the shipping postcode

I have received damaged goods

All merchandise is insured. To take advantage of this insurance it is essential that in the courier receipt you have specified "I accept subject to control".

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Order number (View your orders)

If you don't have an account, enter your order number

If you wish to claim a damaged or non-compliant product, please attach photos of the product in question

Attach images (max 5mb, supported formats jpg, jpeg, gif, bmp, png)

I want to return the product

Your message

I read the Privacy Policy and I authorize the processing of my personal data for the purposes indicated therein.

Domande frequenti

Shipment

In Palermo the shipping cost is 5 euros for orders of less than 50 euros. For delivery to the floor the supplement is 5 euros.

For all other locations, the shipping cost is automatically calculated based on the weight and the destination area.

After adding the products to the cart, the cost will be shown in the "Calculate shipping" section located at the bottom of the cart page.

In the "Calculate shipment" section, enter all the required fields, including Country, Province, City and Post Code. and press "Update".

In Italy delivery generally takes place within 3-5 days from delivery to the courier, excluding Saturdays, Sundays and holidays. For remote locations and smaller islands delivery may be slightly delayed.

Throughout Europe delivery generally takes 5-10 working days.

If the order is placed by 11:30 in the morning the goods will be entrusted to the courier in the afternoon of the same day.

If the order is placed after 11:30 in the morning the goods will be entrusted to the courier the next day.

Yes. When the package is taken over by the courier, it will be possible to monitor the shipment using the Tracking Code received by email.

Change an order

No, once the order has been placed it is no longer possible to change it.

If you have ordered the wrong product you will have to cancel the order and repeat it.

If you need to add a product you will need to place a second order.

Yes. You will need to fill in the contact form by entering" Change your shipping address" or "Change your billing information" as a reason, specifying the order number.

If the order has not yet been entrusted to the courier we will change the address.

If, on the other hand, the package has already been entrusted to the courier it will no longer be possible to change the shipping address.

If you want to cancel an order you must contact us via the contact form by selecting as motivation "I want to cancel my order", indicating the order number and the reason for which you intend to cancel the purchase.

If the order has not yet been entrusted to the courier, the order will be canceled and a refund of the ordered goods will be issued.

If the order has already been entrusted to the courier, just refuse the package upon delivery. Once the package has returned to our warehouses, a refund will be issued for the goods that have been refused (excluding shipping costs).

Returns and complaints

Yes. Within 14 days of receipt of the product, you have the right to return the purchased goods provided that the product to be returned is intact, complete with the original packaging and label, as well as packaging.

To do this, it will be necessary to return the package to "Terranova Alimenti SRL, Via Gustavo Roccella 269, 90128 Palermo PA", adding a printout of the order received via email to the package. For safe packaging, we ask you to respect the Guidelines of Packaging.

When the package is delivered to our warehouses, a refund will be made for the products purchased (shipping costs excluded).

If the product you have received does not comply with the one ordered, you must write to us via the contact form, selecting as the reason "Product not compliant with the order", indicate the order number, attach photos of the wrong product and indicate in the message the product you should have received.

Once the error has been ascertained, a courier will be sent to collect the incorrect product, then the correct product will be sent to you at no additional cost, provided that the returned product is intact, complete with original packaging and label, as well as packaging.

Other frequently asked questions

Yes, fill out the reseller form . We can apply a reserved price list for you.

Payment via Paypal, Credit Card or Bank Transfer

Apple Pay and Google Pay.
PayPal.
Credit or Debit Card.
Bank Transfer. (Your order will not be shipped until the funds have been transferred to our bank account.)
Payment on Delivery. (Only for Palermo and surroundings).

To learn more, visit the General Conditions of Sale on Payments

Absolutely yes

Sign the receipt of the courier with "control reserve".
Send photos of the package and of the damaged product to the email address supporto@terranovaalimenti.it

Only after receiving appropriate documentation and confirming the damage, a refund will be issued or a discount code will be sent for an amount equivalent to the amount to be refunded.

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