Tierra Sunglasses Help Center

• All orders placed between Monday - Friday before 2pm PST, will be shipped on the same business day.
  
• All orders placed between Monday - Friday after 2pm PST, will be shipped the next business day.
  
• All orders placed during the weekend, and/or holidays will be shipped the next business day.
  

Sometimes, your order gets automatically cancelled by Shopify’s security system. Below are some reasons why it might happen:

• You didn't respond, in a timely fashion manner,  to an important email from Tierra Sunglasses.

• The system checks continuously for duplicate transactions. If you might have placed a duplicate order, they system will flag it, and it will automatically cancel one of those transactions (refunding you back the total amount for one transaction).

• The system validates for correct credit card information, and if it is not an exact match Shopify will flag your transaction as "Highly Fraudulent". If this is the case, your order will automatically be cancelled and a full refund will be posted back to the original payment method. If you experience this issue, please place the order again and provide us with your email, billing address and the last 4 digits of your credit/debit card in the  'Notes' section during checkout).
  

We accept most major credit cards (Visa, MasterCard, American Express), debit cards, Apple pay and PayPal.

You might be entering the incorrect debit or credit numbers, or you might be entering the incorrect billing or shipping information (don’t worry, it happens to the best of us). 

Please double check that the information your are typing is correct, and please ensure that you are entering the same billing information associated to your credit/debit card.

You can check for your order confirmation in two different places.

1. Our automated system will send you an order email confirmation right after you place an order. Check your inbox or spam folders for an email from: beawesome@tierrasunglasses.com (if the order confirmation is in your spam folder, remember to add our email address to your safe sender list).
2. You can also check for your order confirmation by signing in to your account from our website.

You can track your order in the following three different places:

1. By visiting our ‘Track order’ page (enter your email and order number).
   
2. By logging into your account and clicking on the ‘tracking information’ page.
   
3. When your sunglasses ship, you will receive an automatic email shipping confirmation. You can click the tracking number link within the email to track your order. (**Please allow 12 hours for tracking information to become available).
   

If you need to update or cancel your order, please email us immediately at beawesome@tierrasunglasses.com. We try to process orders very quickly, and once our warehouse has processed your order we can no longer make changes to or cancel your order.

We do not have the ability to add items to your order once it has been placed. Please place a new order with the items you want to purchase.

Shipping rates vary by product size, weight, delivery type and shipping destination.

After you add items to your shopping card, and when you checkout, you will be able to enter your shipping address information and choose a shipping method to calculate the shipping cost. 

• For domestic orders, we ship with USPS. 
• For international orders we use USPS or DHL.
  

It happens to the best of us! If you accidentally put the wrong shipping address here's what you can do:

1. If you placed your order within the last one (1) hour, we are usually able to make changes before your item is shipped. To make the change, you can give us a call at (305) 905-3724, or email us at beawesome@tierrasunglasses.com. Please include your CORRECT address so that we can update it as quickly as possible. NOTE: Our offices are open Monday - Friday from 8am - 5pm PST.
   
2. If you already received your tracking information (meaning that the package has left our facility) we ask that you contact the shipping company directly to intercept your package or attempt an address change. 
   

• For USA (domestic) customers, click here to attempt to intercept your USPS package.
  
• For International customers, click here to attempt to intercept your DHL package.

Once the package has left our facility we have no way of changing this address and we are unable to contact the shipping company on your behalf for security and privacy reasons.

All orders that are shipped to an incorrect address will be the the customer’s sole responsibility for paying the shipping fees associated with the order. Once the package returns to our facility, we will refund the total order amount minus the shipping fees incurred in this change.

It's our duty to process your order, send it to your shipping address and provide you with a tracking number. If your order has been delivered according to tracking, we are not liable for its whereabouts beyond that. We recommend contacting the shipping agency USPS, UPS, or DHL to locate your package. 

However, we recommend the following:

• Contact your local Post Office and ask them if the package has arrived at their facility (please provide them your tracking number)
  
• Packages are misplaced often, therefore, we recommend asking your admin office, and neighbors to see if they might have them 
  
• Please allow 24 hours from the time the package is marked as delivered for final delivery to occur. USPS can occasionally mark a package delivered before it actually arrives, and can sometimes arrive 1-2 days later.
  

USA (domestic) orders ship from our Emeryville, CA warehouse. Unless otherwise specified at checkout, your order will ship (by default) via USPS First Class with tracking included. Your order will be processed within 24-48 hours depending on the time it is placed. We will email you the tracking number once it has been shipped.

Estimated Shipping Times

• First Class Or Free = 4-9 Days
  
• USPS Priority Mail = 2-5 Days
  
• USPS Express Mail = 1-3 Days

All shipments include tracking, and it will be sent to you automatically, by our system, once it’s left at the USPS office. We are not liable for packages that show that they have been delivered but have not been received.

International orders orders ship from our Emeryville, CA warehouse. Unless otherwise specified at checkout, your order will ship (by default) via DHL Global Mail with tracking included. Your order will be processed within 24-48 hours depending on the time it is placed. 

Estimated Shipping Times

• USPS First-Class International = Arrives about 3 – 4 weeks from ship date.
  
• USPS Priority International Mail = Arrives about 1 – 3 weeks from ship date.
  
• DHL Global Mail = 3-5 Weeks Average (frequently faster)
  
• DHL Global Mail Canada = 2-3 Weeks Average (frequently faster)
  
• DHL Express Canada = 2-5 Days Signature Required
  
• DHL Express Global = 3-5 Days Signature Required
  

Some countries may have extra fees for imported goods. We have no control over this. All fees will be your responsibility. Tierra Sunglasses will not mark your package as ‘sample’ or ‘gift’ to avoid these taxes.

Invoices and custom forms cannot be edited to reflect a different amount than what was paid. In addition, we are not liable for packages that show that they have been delivered but have not been received.

• Items purchased within the last 15 days that are unworn, unused, undamaged, and in their original packaging are eligible for a full return or exchange.
  
• Tierra Charity Sunglasses are the only style of sunglasses that are not returnable. 

We have an easy online return process that you can initiate here.

1. Before you proceed, please check our Return & Exchange Policy and check our Return & Exchanges FAQ's in our help center
   
2. Click here to initiate your return
3. Enter your email address
4. Enter your order number
5. Choose the item(s) you wish to return or exchange
6. Pack the items well, and ship them to us
7. Once we receive your sunglasses and inspect the item(s), we’ll refund you back to the original payment method (typically takes 48 hours)

• Original shipping charges is non-refundable
• The return shipping label cost will be deducted from the total amount of your order
• Customer [You] will pay for the return shipping

Once your items are inspected by the store, you'll get your refund typically within 48 hours.

We tend to sell out of some styles very quickly, so if you are looking to exchange an item, we recommend returning your items and then purchasing what you’re looking for right away. The refund process typically takes 48 hours after we receive your return.

• If you received a damaged item, you do not need to initiate a return. Please email us at:  beawesome@teirrasunglasses.com with your name, order number and send us a good picture or two of your broken shades. Our support team will take it from here.
• If you received an incorrect item, you do not need to initiate a return. Please email us at:  beawesome@teirrasunglasses.com with your name and order number. Our support team will take it from here.

1. Email us at:  beawesome@teirrasunglasses.com with your name and order number
2. We will provide you with a trade-in form for you to complete
   
3. Complete the form
   
4. Pack the item(s). Remember to include the trade-in form and the return shipping label (so we can send it back to you)
   
5. Ship us your old pair to:
   
• ATTN: Trade-in
• 1333 Powell Street, Unit A-328, Emeryville, CA, 94608
6. Once we receive your old sunnies, we’ll ship your new pair immediately.
   

• You can only trade-in your pair of sunglasses once per purchase.
• Remember Mario Bros? You have one life for each pair of Tierra Sunglasses you own. After you trade-them in once, you have zero life's left. 
  

If you were gifted Tierra’s and you would like to exchange them, please email us:  beawesome@teirrasunglasses.com with your name, the full name of the person that gifted you the sunglasses, and the name of the shades you would like in return. Please ship us your current pair to the address below. 

• Any customer that has purchased Tierra Sunglasses directly from our website, or through one of our retail partners is eligible for the trade-in.

We have an easy online replacment process that you can initiate here.

1. Before you proceed, please check our Replacement Policy
   
2. Click here to initiate your replacement process
3. Enter all the replacement required information (the order number is particularly important, as it will help us track your previous order)
4. We'll email you the discount code right after we confirm/ validate your previous purchase

We’ve simplified things down to four easy steps and four fundamental face shapes to help you find your perfect pair. To get started, check out our 'Fit Guide' page

• All lenses are polycarbonate and feature 100% UV400 protection to block 100% of all UVA and UVB rays. 
  
• All of our colored lenses have mirror-coated reflective layers  that limit the amount of light entering your eyes, so you're more comfortable in bright conditions. The outside color of our mirror-coated lenses does not affect your color perception of the world around you.
  
• Many of our shades are made from an extremely lightweight and durable polycarbonate composite . The material ensures that your frames won't warp or lose shape in either extreme hot or cold environments.
  
• The Clubmaster collection is handmade from Acetate. This material is the highest quality used in Tierra’s history. It is plant based, and made to go as hard as you do. Hot? Cold? You won't get a frail feeling or brittle breakage here.
• The Aviators are Metal Framed  and are comprised of Nickel Silver & Hard Brass.

Below are the main differences between polarized and non-polarized lenses, and the benefits of buying polarized sunglasses

• UV protection – A vital reality most people are unaware of is the fact that when using sunglasses, the pupil widens. Consequently, allowing UV rays to enter the eyes easier. If a lens offers poor UV protection, sun rays may damage the eyes permanently causing macular degeneration which leads to vision loss and cataracts. However, if you purchase polarized lenses, this is one risk you will never have to worry about because they offer 100% protection against UVA and UVB rays.

• Another benefit for polarized lenses, is that it offers almost complete protection against the sun’s horizontal glare, making the reflection of the sun almost unnoticeable for a clearer more defined vision. The intensity of the emission of sun waves is much higher than the scattered ones. Thus, making this kind of light harmful for the eyes and especially for those who are driving. The polarized lenses are used to block this intense light that is reflected from flat surfaces. The reason for this is that polarized sunglasses are made with vertical polarization, while the light reflected by the sun on flat surfaces is horizontally polarized.

• Different to polarized lenses, non polarized lenses have a dark shade and reduce the intensity of light. However, unlike the polarized lenses, they cannot counter the effects of horizontal polarization. These lenses do not take into account the direction in which light is coming.

• If you are someone who’s constantly active under the sun, driving, jogging or simply laying under the sun, polarized sunglasses are definitely the better choice when purchasing new shades!
  

All of our lenses are polarized and come with UV400 protection.

• Polarized lenses have an extra anti-reflective coating film to make your vision more comfortable by reducing reflected light such as glares you get from the sun. This eliminates the reflections on water, snow, pavement, card hoods, etc.
  
• UV400 protection is the highest level of protection your sunglasses lenses can have. They are able to block 99-100% of harmful rays from the sun to keep your eyes safe.
  

All of our lenses are polarized and come with UV400 protection.

• Polarized lenses have an extra anti-reflective coating film to make your vision more comfortable by reducing reflected light such as glares you get from the sun. This eliminates the reflections on water, snow, pavement, card hoods, etc.
  
• UV400 protection is the highest level of protection your sunglasses lenses can have. They are able to block 99-100% of harmful rays from the sun to keep your eyes safe.
  

If for any reason you're not satisfied with your Tierra Sunglasses, you have 15 days to return or exchange your items, no questions asked! Just make sure the items are unworn, unused, undamaged, in the state you receive them, and in their original packaging.

We have an easy online return process that you can initiate here.

1. Before you proceed, please check our Return & Exchange Policy and check our Return & Exchanges FAQ's in our help center
   
2. Click here to initiate your return
3. Enter your email address
4. Enter your order number
5. Choose the item(s) you wish to return or exchange
6. Pack the items well, and ship them to us
7. Once we receive your sunglasses and inspect the item(s), we’ll refund you back to the original payment method (typically takes 48 hours)

• You can trade-in your old pair of Tierra Sunglasses only after 6 months of the date of purchase.
• You can only trade-in your Tierra sunglasses once per purchase. 
• Trade in is only applicable to our Rumble sunglasses collection
• We are happy to give you a brand new pair, free of charge, but you will have to pay shipping costs (both ways). 

For example, if you purchase a pair of Tierra Sunglasses on Jan 1st, 2018, you are eligible to trade them in on/ or after July 1st, 2018. You should complete the form and wait for instructions from us to proceed with the trade-in. Once you receive the new sunglasses, so are no longer eligible for a second trade-in unless you purchase a brand new pair.

• The replacement program is for existing Tierra Sunglasses customers only. 
  
• The replacement program is only for our Rumble sunglasses collection
• We understand you have an active lifestyles and we also understand that travel, sports and outdoor accessories get lost, broken or scratch, so there is no limit to the amount of replacements discount you can get.

Click here to read our Ambassadors Terms & Conditions

Call us during business hours for a nice chat. We're open Monday through Friday from 9am-5pm PT. Our number is: +1 (415) 851-2050

Send an email to any and we'll get back pronto! This is our email: beawesome@tierrasunglasses.com