Question 1

What is Blue Terra? 🌏

Accepted Answer

Blue Terra is an AED 40/mo membership grocery market that allows you to show the healthiest organic and sustainable groceries and beauty products for 30% below retail, delivered in 1 hour.

Question 2

What is a carbon-neutral company?

Accepted Answer

Okay, let's get scientific! A carbon-neutral company is a company that calculates the CO2 emissions it produces and then goes and removes an equal amount of carbon from the atmosphere. All in all, it is operating like it wasn't there; Blue Terra offsets the carbon footprint of its office, packaging, production, and logistics as well as the delivery operation by investing in carbon credits provided by Carbon Green Africa which is a Zimbabwe based company established to facilitate the generation of Carbon Credits through validating REDD(Reducing Emissions from Deforestation and Forest Degradation) projects, through its local team and network of partners.

Question 3

Why the name Blue Terra?

Accepted Answer

Inspired by the Voyager 1 that turned around on Feb 14 1990 to take a picture of our planet far into our solar system. About 6.4 billion kilometers away, what it saw was a blue shining planet. It was written about by the famous astrophysicist Carl Sagan in his book 'Pale Blue Dot', which pleaded that our only mission on this planet is our responsibility to deal more kindly to one another and to preserve and cherish the pale blue dot 🔵, the only home we've ever known.

Question 4

What is Blue Terra's ultimate goal? 🥅

Accepted Answer

To help every person on this planet that is willing and able to buy products that have lesser emission that does no harm to this planet while delivering each and every person's basic needs through the products that they purchase.

Question 5

Do we have an app? 🤳

Accepted Answer

Yes, we do have an app 💪  
        Below you can find the links: 
        Apple Store: https://apps.apple.com/app/blue-terra/id1567897596
        Google Playstore: https://play.google.com/store/apps/details?id=co.blueterra

Question 6

How will I know Blue Terra has received my order? 📝

Accepted Answer

Once you have proceeded to the checkout, you will receive a confirmation email 📨 from Blue Terra with your order number and products' references. If you do not receive the confirmation email immediately, please refresh your mailbox, and you shall see it quickly after the payment has been processed. If you're still facing any issue with the matter please contact our customer service team they're always here to help!

Question 7

How do I place an order on Blue Terra? 🧐

Accepted Answer

Making a purchase is easy on our platform. Once you have found the products you are looking for, simply select the number of items and click 'add to bag'. Your chosen item(s) will then be added to your basket 🧺. You can therefore directly go to checkout, or continue browsing to find other gems. 💎

Question 8

Can I cancel my order? 🤨

Accepted Answer

Sure! 😅 You have up to 15 minutes once you proceed to the checkout to cancel your order.

Question 9

Can I amend my order after confirmation?✍

Accepted Answer

No worries, we're here for you!👥 You just need to contact customer service within 15 minutes of placing the order, and they will amend your order and make sure you have everything that you need.

Question 10

Can I order a gift card? 💝

Accepted Answer

We do not offer gift cards just yet, but we'll notify you as soon as we do

Question 11

I have received the wrong item 😔

Accepted Answer

If you receive the wrong item, we will organize a return service free of charge and will deliver the right product with no extra cost. All that while remaining carbon-neutral. Impressive huh? 😌

Question 12

An item is missing from my order 🥺

Accepted Answer

For any missing items in your order, please contact customer service with your order number and the missing item's name and reference. Our team will look into your request and get back to you in a timely manner.

Question 13

How do I find a specific item? 🛒

Accepted Answer

On the Blue Terra platform, you can search by category. Directly type the product's name or the brand name or the sustainable aspect of the product that you would like in the search bar. Alternatively, our customer service will be happy to help you navigate! They got your back!🫂

Question 14

How can I pay on Blue Terra? 💳

Accepted Answer

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

Question 15

Why is my payment declined? 😱

Accepted Answer

This may happen for a few reasons like the CVV number is not matching your card, the card number is incorrect, or that your card has insufficient funds or even expired. In these cases, you will see a message on your order review page. If the error persists, please contact your bank to see if there's an issue with your card.

Question 16

Can I use more than one discount? 😏

Accepted Answer

Getting a little eager eh? We understand... But unfortunately, you cannot use more than one discount or promo code per order.

Question 17

Why is the price of some sustainable products more expensive than unsustainable products? 💸

Accepted Answer

The businesses we feature use materials that are not available in large-scale production, so they can't be as cheap as the products available at large. The businesses that care more about their pockets rather than your health and sustainability use the large-scale stuff. The ones that care more about you than their profits don't use that.

Question 18

Is there a minimum order?

Accepted Answer

There's none! Enjoy your shopping.

Question 19

Do you offer installment plan? 🤫

Accepted Answer

Unfortunately, we do not offer an installment plan yet.

Question 20

Can I pay by cash at the delivery? 🤔

Accepted Answer

Unfortunately, we cannot provide with 'cash payment on delivery' option. Please refer to 'How can I pay on Blue Terra' to see our existing payment options.

Question 21

Will I receive my order with the brand packaging or Blue Terra packaging? 📦

Accepted Answer

You will receive your product with Blue Terra packaging, an eco-friendly and nicely designed package that is reusable and recycled 😍

Question 22

Can I select a Gift Packaging? 🎁

Accepted Answer

We do not provide this option, although we're on the lookout for sustainable gift wraps to use on our product order but worry not! Our current packaging looks like it's gift-wrapped already.

Question 23

Will we deliver in countries other than the UAE and KSA?

Accepted Answer

Our mission is to make every customer a conscious customer. This drives us to expand around the world in order to empower people to effortlessly keep the planet awesome. For the time being, we do not deliver in other countries, but please drop in the comments or contact our customer service to tell us where you would like us to launch in! 🌍😄

Question 24

When will I receive my order? 🚗

Accepted Answer

Once we have processed your payment, you will receive a confirmation email. Our team usually delivers the order within 120 mins 🏎

Question 25

Can I choose my delivery day and time? 🗓

Accepted Answer

As of now, you cannot but the delivery time will be clear when you'll place your order.

Question 26

How do I track my parcel? 🛍

Accepted Answer

As soon as your order ships, you will receive an sms with a tracking link. You'll know exactly where your driver is and when he'll arrive to you 📦

Question 27

Can I pick up my order and not have it delivered? 🚶‍♂️🚶‍♀️

Accepted Answer

Currently, we do not offer such a service but if multiple people requested this, we will do our best to enable this service because we're focused on giving people what they want.

Question 28

How can I change my delivery address? 🏘

Accepted Answer

You can change your delivery address at checkout before proceeding to the payment. Once the payment is processed, if you wish to change your delivery address, please contact our customer service.

Question 29

I have not received my order 😳

Accepted Answer

We are very sorry that happened 😟. Please contact customer support by clicking on the chat icon on the bottom right of the screen and we'll reply within minutes. Alternatively, please call us!

Question 30

Can I return an item?

Accepted Answer

Yes, you can return an item except if it is fresh produce, meat, seafood, poultry, dairy and eggs products. If you wish to return an item please contact our customer service and they will provide you with the return options. The item has to be in the same condition, unused, with the initial packaging.If the product is in such a condition, we will issue a refund within 14 working days.

Question 31

How much does it cost to return an item? 💸

Accepted Answer

Don't worry! It's on us, you won't be charged any delivery fee.

Question 32

How long do I have to return an item once my order is received? ⏳

Accepted Answer

You have up to 7 days to issue a return request process upon receiving the package.

Question 33

How do I do to return an item?

Accepted Answer

Please contact our customer service, they will offer you the return options and organize the pickup.

Question 34

When will I get my refund?

Accepted Answer

We will issue a refund, and it should appear in your account within 14 business days after filing for a refund.

Question 35

Can I reuse a promo code if I return an item?

Accepted Answer

You will be refunded for the net total after discount. Sadly you can not use the same promo code. Please do reach out to our customer service team for further details.

Question 36

Can I return/exchange a gift? 🎁

Accepted Answer

Absolutely, our aim is to make you feel comfortable using sustainable products. Just contact our customer service team, and they'll help you out with the journey.

Question 37

Can I share my feedback? 🗣

Accepted Answer

We love to hear your thoughts and create a better experience for you 👂🏼. You can share your feedback by contacting our customer service team. You can also send us your feedback through the e-mail that you will receive to evaluate your experience.

Question 38

Who shall I contact if I have further questions? 💬

Accepted Answer

Do not hesitate to give us a call or chat with us on the site using the chatbox at the bottom right of your screen.
        
 If you'd like to call us, you can reach out to us using any of the below numbers:
KSA: +966 11 520 2903
UAE: +971 4 586 8744
        
Or you can reach us on Whatsapp using the below number: 
+971 58 545 8344

Question 39

How do I leave a product review?

Accepted Answer

You can leave a review after you've made a purchase through the email we send out for you to provide any product reviews where you can speak your mind. Oh, and please do not hesitate to mention what to keep and what to remove. We only want to keep the products that work for you and the planet.

Question 40

How do I reset my password? 🔑

Accepted Answer

When logging in, you can select 'I forgot my password' and you will receive a link to reset your password.

Question 41

I signed up for a user account but didn’t receive my confirmation email 📩

Accepted Answer

Step one is to check the junk/spam. Our emails don’t usually make it there, but you never know. If you don’t find it there contact our customer service team, we'll solve it in a heartbeat.

Question 42

How can I change the email address for my account? ✉

Accepted Answer

You need to log into the user account on your profile screen, then enter your details. After that, access the edit info page. There you'll be able to change the email. There's a confirmation process that you'll need to do, but then you have a new email.

Question 43

How can I Delete My Account and My Data?

Accepted Answer

To the extent required by applicable law, you may have the right to request access to or delete your personal data. This can be done by contacting our Customer Care Department at support@blueterra.co

Question 44

How do I view my order history?

Accepted Answer

Step one: Log in your account. Step two: go into your profile page. Step three: click on orders, then order history.

Question 45

How can I recycle my empty and used products? ♻️

Accepted Answer

We have chosen Zeloop to make it easier for you. Zeloop an organization that rewards you by placing your products that are no longer in use in recycling bins. They will make sure that your products are being recycled afterwards and not ending up in landfills. The recycle bins can be found on the Zeloop map. In case there's no bin next to you that's marked but you find one, make sure to take a picture of you putting your product in that bin and upload it on Zeloop , and you'll be rewarded for making it easier for other people to recycle their products in that area.

Question 46

How do you plan on staying sustainable? 🌍️

Accepted Answer

It's not only about planning to stay; it's about planning to become more and more sustainable. Currently, we focus on giving you products that do good by you and the environment as well as we focus on making sure that we do not pollute or execute any waste 🗑️ as an organization through our carbon offsetting project and in the future we'll continue to curate better products with more and more affordable prices so that everybody that is related to the organization can be more and more sustainable and by increasing our involvement into the society with education initiatives and green projects.

Question 47

How do you claim in the orders there's 0 kg of carbon emission? 🚚️

Accepted Answer

In order to deliver the product to you, we have to pick them up, put them in recycled packaging and then deliver them. In every stage of this process there's carbon emission being emitted: picking up products with the vehicle that emits carbon, producing the packaging, and the energy emitted of the facility where we pack the products; all of this is being calculated through our calculation of the Watts needed by the machinery that is used from power to production to vehicle(the type of the vehicle to distance km)and from that we can get to kg of co2 emitted which we use as a benchmark to buy carbon credits that go towards projects that remove from the atmosphere the equivalent of the kg that had the product delivered to you. We do that to every single order received by every single customer every time from day one while collaborating with Carbon Green Africa. For a detailed explanation, you can check FAQs>About us>what is a carbon-neutral company? or contact our customer service team. They'll be happy to help with any concerns you might have.

Question 48

Do sustainable products have the same efficiency as unsustainable products? 🧴

Accepted Answer

We have curated the list of products to make sure that sustainability doesn’t come at the cost of efficiency and vice versa. The products that we chose have a careful balance between getting the job done for you and have little to no co2 emission. All that being said, we really think they're good... great... actually perfect. We might be a little biased, but you know deep down that's true.

Question 49

Are the products certified? 🙄

Accepted Answer

The majority of the products that require certification by organizations that put their seal of approval on them are available on the marketplace

Question 50

Are there maximum quantities that I can order of a particular product?

Accepted Answer

We invite careful and conscious consumption, by that we do not encourage buying more than your need. In principle, there's no cap of quantities in each product, but it remains that we also have to check with the supplier of this product to see if they have the quantity requested.

Question 51

Are our products cruelty-free? Are they tested on animals? 🕊

Accepted Answer

The majority, if not all of our skincare, are products that are cruelty-free and not tested on animals. We condemn the testing of products on animals 🐰.

Question 52

Will more brands and products be added?

Accepted Answer

Of course! Every day we're adding products and brands that offer to give you access to more categories, better price points and better sustainable products.

Question 53

Are our products Halal?

Accepted Answer

You can head over to the products listing page and filter by Halal to discover the whole range of Halal products available

Question 54

Are our products gluten free? 🌾🆓️

Accepted Answer

There's a big range of available products. You can head over to the products listing page and filter by gluten-free to discover a whole new world of gluten-free products.

Question 55

Are our products organic? 🍊

Accepted Answer

You can head over to the products listing page and filter by organic to discover the best of both worlds (sustainable and organic)

Question 56

Are our products vegan? 🕊

Accepted Answer

A big portion of our products are vegan. You can head over to the products listing page and filter by vegan to discover all the amazing products available. 🍅

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