Fill out the form to create a case with the support team.

Tern customer support hours:
Monday through Friday, 8 AM to 8 PM PT.

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Tern can return any “non-installed” items to the respective merchants where they were purchased, provided the return is not being made in-store. We just need digital versions of prepaid return shipping labels, barcodes, or QR Codes.
Tern will take items like televisions, microwaves, etc. that have been uninstalled and are ready for pickup.
Because of merchants’ disparate return policies for in-store returns.
Returns for purchases made in-store are only supported if the return is being processed through online channels and will be shipped back to the merchant.
We’ll keep our Tern community in the loop on any changes to our in-store return policy.
Tern can handle items as heavy as 50lbs., and as large as 72 linear in. (Length + Width + Height).
If you think your return is heavy and/or large, just let us know when we confirm your pickup, so the courier is prepared.
No. We require digital versions of prepaid return shipping labels, barcodes, or QR Codes.

You can return as many items as you like. Additional charges may apply for customers not on a Tern subscription plan.
You can add an additional address to your account when scheduling a pickup, just tap on the address field and "Add a New Address". You can set up this new address as "default" if you want it to be automatically selected the next time you schedule a pickup. You can manage all of your addresses, including adding new locations, in your profile.
Pictures of screen displays always have lower quality than screenshots, and in some cases, barcodes and QR codes are not able to get scanned from them.
We recommend our customers take screenshots from their devices:
From your iPhone or iPad:
Press the side button and the volume up button at the same time.
From your Android phone:
Press the Power and Volume down buttons at the same time.
From your Mac computer:
Press and hold these three keys together: Shift, Command, and 4, and Space bar.
From your Window computer:
Press Ctrl and PrtScn keys at the same time.

Every Tern return is picked up and handled only by Tern couriers. We take care of your things as if they were our own.
These things happen. Tern always communicates the status of the pickup through direct messages. If you know you will miss the courier, you can just respond to any of the messages and let us know you want to reschedule, or just cancel and schedule a new pickup in the App. You won't be charged for missed pickups.
Good news! Boxing, taping, and packing are optional. If you already have your return item boxed up and sealed, great, otherwise, we can handle that for you if you prefer. Just schedule the pickup and we will take care of the rest.
No printer? That's ok! A lot of our customers don't have access to printers at home, so Tern doesn't require printed shipping labels. Just send a digital copy of your shipping label, barcode, or QR Code and we will take care of the rest.

The refund process will still depend on the merchant receiving your return, but we'll do all that we can to ensure a quick turnaround of your items to get your money as quickly as possible.
Tern backs our service with insurance of up to $3,500 for items that are lost or damaged while in our possession. We make sure that your items are safe from the moment we pick them up to the moment we drop them at the appropriate shipping location.
There are a few things you can do to check on the status of your refund:
- Check the merchant’s app or web portal account for your refund status.
- Check the merchant’s refund policy page for their refund processing time. Depending on the merchant, refunds can take from one day to a few weeks to be issued.
- Check the carrier’s tracking information to verify the delivery of your return and contact the merchant. We provide our customers with the carrier’s tracking information for each return we handle (when provided by the carrier). To access it, go to the Tern Returns app and find your returned item.
If you think your return got lost or damaged while in Tern’s possession, contact support at support@ternit.com or fill out a support case form.

Only for customers not on a Tern subscription plan.
For customers that choose to pay-as-they-go, service fees are based on the number of returns on each scheduled pickup as follows:
$6.95 per scheduled pickup, Including the first return.
$2.00 per each additional return.
If you cancel or add returns, we will recalculate these fees, and adjust charges based only on the number of return items we pick up.
Yes. If a pay-as-you-go customer schedules multiple pickups that can be consolidated into one run, Tern will combine the pickups and charge only the base pickup fee plus $2 for each additional item in that pickup.
Tern places a credit card pre-authorization or hold when a pickup is scheduled, this usually appears in credit card accounts as a “pending charge”. This pending charge will appear until the final charge, which happens after we pick up your returns.
Customers not on a Tern subscription plan will be charged a $6.95 cancelation fee If they cancel on the same day of the pickup. This fee will not apply if pickup is rescheduled.
We charge 6.95 to our pay-as-you-go customers only when a pickup is canceled on the same day your items are picked up.
Our home pickup service requires meticulous coordination and planning to ensure all our customers’ items are collected and returned swiftly and efficiently. If a cancelation occurs when our vans are already en-route, it impacts our resource allocation and ability to serve other customers.