FAQs
You have questons, we have answers. Let us help you navigate through common queries.
Where do you ship?
We ship to the continental United States.
How long does shipping take?
This is determined by your location. Orders are shipped from our Raleigh location and should arrive to you within a week of the original order date.
Are your products in stock?
Every model is handmade and produced individually. To reduce waiting times most Xterra products are usually in stock unless otherwise indicated on the Product Page. If you see a model that is not in stock, feel free to contact us at [email protected].
How much does shipping cost?
This is determined by the size of the product you have ordered and your address. A cost estimate will be provided for you during checkout.
How do I know when my order will arrive?
You will receive a notification and tracking number after your order has been processed.
Where is my order?
Each order will receive a tracking number where you can look up online to determine where your order is and when you anticipate it’s delivery.
What is the terrain made of?
Our cube and commissioned models are made of a cast gypsum. This material is quite strong and durable and will last for many years. The material has a matte, slightly rough finish resulting in a plaster-like surface. The frame is made from solid, black painted wood and includes a wall mounting bracket. Our frame models are made from a very durable resin to help reduce the weight for shipping.
What are the dimensions of the products?
Xterra Frames
Cube: 7.25 x 7.25 in | 18.4 x 18.4 cm
Small: 13.25 x 13.25 in | 33.6 x 33.6 cm
Medium: 18.25 x 18.25 in | 46.4 x 46.4 cm
Large: 25.25 x 25.25 in | 64.1 x 64.1 cm
Extra Large: 37.25 x 37.25 | 94.6 x 94.6 cm
Commissioned Xterra Frames
Sizes are determined during a discovery discussion with the client. In order to get the very most of your commissioned work, we recommend commissioned work to be larger than 24 x 24 in (60×60 cm) and no larger than 48×96 in (122 x 244 cm).
Do I need to assemble the product?
No, every CUBE and every FRAME comes fully assembled.
Can I hang my terrain on the wall?
Yes, every model comes with a pre-mounted wall mounting bracket for an easy wall installation.
How do I clean the terrain?
The models can easily be cleaned. See our Cleaning Guide for more tips.
How can I remove the dust from my terrain
We recommend using a blow-dryer every 3 months. See our Cleaning Guide for more tips.
Do I need to protect the model from UV rays?
No, the city material is UV resistant.
Can I change the area of my terrain?
No, unfortunately that is not possible.
Do you do custom orders?
In general we do custom models, however these are not mass produced. Please contact us at [email protected] and we’ll be glad to work with you.
How do you get your 3D data?
Learn more on our About page.
Can I buy your 3D data?
No, unfortunately our digital 3D data is not for sale.
Can I change my order?
Contact us at [email protected]. Please make sure to include your order number.
How can I return my order?
Send us a message directly to [email protected] and we will send you the instructions for your return.
How much time do I have to return my order?
Returns need to be made within 14 days after delivery.
When do I get my money back after a return?
We will issue a refund to the original payment method as soon as the package has been returned to us. We do not offer the shipping as part of the refund. Please note that the refund can only be processed after we received the goods.
Can I purchase for my company?
You sure can! Find out everything about corporate orders and contact us directly at [email protected].
Where are you based?
Our production and office are based in Raleigh, NC.
Do you have a showroom?
No, we do not have a studio. However, if you are in the Raleigh NC area and would like an opportunity to see out products, please contact us at [email protected].