Order Process

Your TerraPan order is officially placed after we have received a deposit via your choice of PayPal, bank transfer, certified check or money order. We create the TerraPans in the order that deposits and complete tuning information is received. You can track the status of your order within Submittable. Updates will be made on a monthly basis. When your TerraPan is complete, you will have the opportunity to approve a video file also available within Submittable. A payment reflecting the balance due on your TerraPan, plus shipping, handling and insurance costs, will be due prior to us shipping your TerraPan. Once your TerraPan has shipped, your tracking number will be entered into Submittable.

Reservation Process

Reservations differ from orders; however, we also track reservations via Submittable, and similar polices apply. While orders can be for any tuning and take around 1 year to complete, reservations are for unclaimed TerraPans with specific tunings which have already been placed in production and will be ready within 1-3 months. Your TerraPan reservation is officially placed after we have received a deposit via your choice of bank transfer, certified check or money order. PayPal and credit cards are not accepted for reservations. When your TerraPan is complete, you will have the opportunity to approve a video file also available within Submittable. A payment reflecting the balance due on your TerraPan, plus shipping, handling and insurance costs, will be due prior to us shipping your TerraPan. Once your TerraPan has shipped, your tracking number will be entered into Submittable.

Direct Purchase Process

Direct purchases are for specific TerraPans which are available for immediate sale. Upon verifying that a specific production number is available for you, then you will be prompted to pay in full, and your TerraPan will be shipped within a week of receiving your payment. Payment for direct purchases must be made via certified check, money order or bank transfer only. We cannot accept PayPal or credit card for direct purchases.

About Shipping

As of October 2017, we process all shipments via NEX, which partners with UPS, FedEx and DHL. The most cost effective of these 3 carriers will be responsible for delivering your TerraPan. We cannot ship to PO boxes or via US Mail. All shipping costs include handling and insurance for the value of your TerraPan. We are happy to ship internationally; however, we cannot take action to waive and/or reduce international duties fees. All instruments will be fully insured and will be labeled accurately as steel percussion musical instruments for personal use.

About Refunds and Returns

We are a small family business in no position to cater to clients who may suddenly change their minds and request a refund. Fulfilling each stage of production is an investment of funds, time, and trust for us as well. If you have doubts about ordering, we ask that you please abstain. Meanwhile, if you're certain your desire a TerraPan, then we ask you to honor this desire by genuinely allowing us to fulfill it. With this in mind, we cannot offer refunds of your deposits prior to the completion of your order and/or reservation. However, should you choose not to receive your TerraPan once it is complete, we will assist you in recovering your deposit by transferring your TerraPan to another client. Alternatively, if you receive your TerraPan and are not fully satisfied with its quality, we will offer a refund only after you have maintained your instrument for 90 days. Sometimes, it simply takes time to explore different playing techniques and to let the instrument settle prior to realizing the full potential of your TerraPan. If, after 90 days, you remain dissatisfied with your purchase, we will process a refund within 30 days of receiving your returned TerraPan, provided that you finance the return shipping via UPS, FedEx or DHL. No payment will be returned until within 30 days of receiving your return.

Re-tunings and Care

We estimated tunings hold about 5 years. However, this will differ with frequency of use. Re-tunings average $160 USD,and we will be happy to schedule these for you. You may send re-tuning requests to kelli@terratonz.com.

You can also increase the longevity of your tuning and the general quality of your TerraPan by taking excellent care to maintain your instrument. Generally speaking, the following guidelines should assist you in this:

  • Avoid playing your TerraPan in direct sunlight. Seeking out a shaded space to play will reward you.

  • Avoid playing your TerraPan if hot to the touch.
  • Avoid storing your TerraPan is environments with extreme temperatures.

  • Keep your TerraPan dry.

  • If your TerraPan becomes extremely hot, allowing it to cool down to room temperature prior to playing it will help preserve the tuning.

  • Store your TerraPan in a case only during travel. When not traveling, it is best to hang your TerraPan from a wall and allow it to “breathe.”

  • Lightly coat your TerraPan with a steel preserving lubricant, such as FrogLube or Coconut oil, 1-3 times monthly (depending on your environment) and after periods of heavy use. Be sure to wipe off excess oil immediately after applying the lubricant. TerraPans located in especially humid climates will need more monthly treatments than those located in more neutral regions.

  • If your TerraPan should become wet, dry it thoroughly and lubricate it prior to playing.

  • Always use the lightest possible touch when playing your TerraPan. The motion is different than what is used to play a traditional hand drum, such as Djembe.

  • Never, under any circumstances, use mallets to play your TerraPan. Hands only please!