FAQ

Shipping delays can occasionally happen during transit. Please allow some extra time for your order to arrive, as we usually do not have additional tracking details beyond what is shown in the tracking link provided.

If you believe your package may be delayed or stuck, we recommend contacting the local courier listed in your tracking information first, as they can provide the most accurate updates.

If you're still having trouble, please submit a ticket through our Support Center and our team will be happy to assist.

In most cases, no additional customs fees are required.

However, for a few destinations, import taxes may need to be paid by the recipient upon delivery, depending on local customs regulations. This may apply to countries such as Türkiye and Brazil.

Customs policies can vary by country, so if you're unsure, please contact our support team via Support Center for more information.

• Orders are processed within 2–4 business days after payment has been confirmed. Once shipped, you’ll receive a tracking link via email.
• During special circumstances that may affect fulfillment or delivery timelines, please refer to our official Discord or Twitter announcements for the most up-to-date information on potential shipping delays.

Shipping address changes must be requested before the order is shipped. Once an order has been dispatched, we are unable to modify the delivery address.

You can update your shipping address yourself within 90 minutes of placing your order through your Order Details page:
- Log in to your profile using the email address used for the order, then click the relevant order to view more details and update your shipping address.
- You can also access this page by clicking “View your order” in your order confirmation email.

After 90 minutes, or once the order has been processed, self-service address changes may no longer be available. In this case, please submit a ticket through our Support Center and include your corrected shipping address. If the order has already been shipped, the customer will be responsible for any failed delivery or redirection fees.

You may view the shipping details through this link

If your item arrives damaged, defective, or if something appears to be missing, please contact our support team via Support Center.

For missing items, we require an unboxing video that clearly shows the package being opened from start to finish. This helps us verify the issue and assist you more quickly.

Please include your order number and any relevant photos or videos when contacting support, and we’ll do our best to resolve the issue promptly.

Yes, we ship internationally. Shipping times and customs policies may vary depending on your location.

For the full list of supported countries and detailed shipping information, please refer to our Shipping Policy:
https://www.teevolution.gg/policies/shipping-policy

You can reach our support team by submitting a ticket through our Support Center. For faster assistance, please include your order number and any relevant details or images if applicable.

Please allow up to 3×24 hours for our team to respond, as we reply to requests in the order we receive them. If you do not receive a reply within 3 days, feel free to tag us on Discord so we can help escalate your case.

We are currently still working on improving our support system, and we genuinely welcome any feedback you may have.

If you are unable to access the Support Center, you can also contact us directly at support@teevolution.com and we’ll be happy to help.

Order edits, such as changing the color or variant, can only be made before the order has been shipped. Once an order has been dispatched, we are unable to make any changes.

To request an edit, please submit a ticket through our Support Center as soon as possible and clearly specify the changes you would like to make.

If you would like to upgrade your order or add accessories, we recommend cancelling and placing a new order instead. The request form is intended for color changes and same-price variant adjustments only.

Order cancellations can be self-requested within 90 minutes of placing your order through your Order Details page:

• Log in to your profile using the email address used for the order, then click the relevant order to view more details and submit a cancellation request.
• You can also access this page by clicking “View your order” in your order confirmation email.

After 90 minutes, or once the order has been processed, self-cancellation may no longer be available. In this case, please submit a ticket through our Support Center as soon as possible.

We will do our best to assist if the order has not yet shipped. If the order has already been shipped, cancellation is no longer possible, and any returns will be the customer’s responsibility.

Refunds or returns are generally accepted only for verified product defects and incorrect product version under the applicable warranty.

If you experience any issues with your product, please submit a ticket via Support Center and we’ll help troubleshoot or arrange the next steps if necessary.

For full details, please refer to our refund policy here:
https://www.teevolution.gg/policies/refund-policy

Terra is available for purchase on our official website www.teevolution.gg, as well as on Taobao store (for China’s customers). It is also available on AliExpress and authorized retailers in selected countries which you can view on our Where To Buy Page here.

You can reach our support team by submitting a ticket through our Support Center. For faster assistance, please include your order number and any relevant details or images if applicable.

Allow up to 3x24 hours for our team to respond, as we reply to emails in the order we receive them. Our team will assess the issue and provide the best solution, which may include online troubleshooting, a replacement unit, replacement parts, or other options.

If you do not receive a reply within 3 days, feel free to tag us on Discord so we can help escalate your case.

1. Open the Terra downloadable software.
2. Unplug the 1k dongle (this will display the main screen with the "?" icon).
3. Plug in the RapidSync 8K dongle.
4. On your mouse, press and hold the left, right, and middle buttons simultaneously for around 3 seconds, until the DPl light starts blinking.
5. On your keyboard, press the spacebar to start pairing.
6. Press the spacebar again to confirm the process.

Quick Guide: Click here to see video

1. Download the Pairing Tool here.
2. Open the correct software for your mouse:

• Black Terra: Pairing Tool_XD9PT BK_250919.exe
• White Terra: Pairing Tool_XD9PT WH_250919.exe

3. Select the option: 插入USB自动对码（Insert USB for automatic code matching).
4. Switch your mouse to 2.4G Wireless Mode.
5. Plug in the Dongle
6. Pair your Mouse: Press and hold the left, right, and middle mouse buttons simultaneously until the countdown indicator shows: “地址接受完成，正在读取CID和MID” (Address Acceptance Complete, Currently Reading CID and MID). Release all buttons to complete the process.

Quick Guide: Click here to see video

1. Press and Hold – Turns the display on or off
2. Single Press – Adjusts screen brightness (5 levels)
3. Double Press – Switches the display interface

1. Terra Pro Mouse
2. 1k Dongle
3. USB-C Cable
4. Set of Grip Tape
5. White PTFE Skates
6. Collection Card
7. PTFE Dot Skates x8
8. Teevolution Stickers
9. Quick Start Guide

*The RapidSync 8K LCD Dongle (included with the 8K variant) is packaged in a separate box and shipped together in the same delivery.

If you purchased the 8K variant, the RapidSync 8K LCD Dongle is included but packaged in a separate box. It is shipped together with your order in the same delivery, so please check all packaging materials carefully.

If you still can’t locate it, please contact our support team.

If your mouse cursor is stuttering, lagging, or not tracking smoothly, please follow the steps below:

1. Check Dongle Distance

• Try to shorten the distance between the mouse and the receiver/dongle.
• If you are using the 1K dongle, you can use the Type-C cable and adapter to bring the dongle closer to your mouse.

2. Use the Original Type-C Cable: Please use the original included Type-C cable.

3. Use the Correct USB Port: Connect the Type-C cable of the dongle to your computer motherboard, preferably a USB 3.0 port.

4. Adjust LOD (Lift-Off Distance): Due to different mouse pad thicknesses, we recommend setting the mouse LOD (lift-off distance) to 2mm in the driver to ensure stable tracking.

5. Check Sensor & Surface: Make sure there is no dust or debris on the sensor window or mouse pad, as this can affect performance.

6. Check Battery Level: When the battery is below 20%, the mouse may flash red and cause tracking issues. Please charge the mouse.

7. Update Firmware: Upgrade both the mouse firmware and receiver/dongle firmware to the latest version.

8. Enable Long Distance Mode: Turn on Long Distance Mode in the driver to reduce interference from other devices.

9. High Polling Rate Settings (1K/2K)
If you are using a polling rate above 1kHz in games:

• Turn on Raw Input in the game.
• Set DPI to 1600 for smoother performance.

10. For Valorant Players (High Polling Rate Issues): If you experience frame drops in Valorant while using a high polling rate, make sure the game’s “Raw Input Buffering” is enabled to ensure smoother performance.

11. 4K / 8K Stuttering Issues: If the mouse feels stuck or laggy at 4K or 8K, it may be due to your PC or game not supporting those settings.

Minimum requirements for 4K:

• Intel Core i7 or above
• 16GB RAM or above
• NVIDIA GTX 1080 or equivalent
• 144Hz or above refresh rate

Minimum requirements for 8K:

• Intel Core i7 9700K or above or AMD Ryzen 7 3700X or above
• NVIDIA GTX 1080 or above or AMD RX 5700 or above
• 240Hz or above display
• 16GB RAM or above

Some games (like Apex Legends, Minecraft, Fortnite) may not perform well at 4K+.

Motion Sync aligns the mouse sensor data with the USB polling cycle to produce smoother and more consistent cursor movement.

When enabled, it may introduce a very small increase in latency, but it’s usually not noticeable during normal use or gaming.

With Motion Sync turned on, the mouse captures more evenly spaced tracking data, resulting in clearer, smoother, and more stable movement paths.

Highest Performance mode keeps the mouse sensor running at a constant 20,000 FPS, to deliver maximum performance.

• This mode increases power consumption and will shorten battery life.
• The sleep time shown under applies only to Highest Performance Mode, not the mouse’s normal sleep settings.

If you are not playing high-intensity competitive games, we recommend turning this mode off.

If you are experiencing battery life issues, please also check whether this mode is enabled.

Terra's battery can last up to 70 hours when used with a 1000Hz polling rate. However, please note that actual battery life may vary depending on usage, settings, and other factors.

Terra Pro Battery Life (Updated March 2026)

• 1K: ~70 hours
• 2K: ~26 hours
• 4K: ~23 hours
• 8K: ~16 hours

*Battery life may vary depending on individual usage habits and intensity. The figures above are provided as a general reference.

The line visible on the mouse shell under certain lighting or viewing angles is a normal part of the manufacturing process and is not a crack or damage.

This small seam line can appear where the mold pieces meet during production, which is common with high-quality injection-molded plastic products. It does not affect the mouse's durability, performance, or functionality in any way.

Your mouse is completely safe and normal to use.

Battery Usage & Power Consumption

1. The battery life stated in the product specifications is tested under a 1000Hz polling rate. Using higher polling rates such as 2000Hz or above may result in increased power consumption, which is normal.
2. Power consumption may vary depending on the mousepad surface. Glass or dark-colored mousepads may result in slightly higher power usage due to sensor behavior.

Charging Recommendations

1. The product may not arrive at a full 100% charge. We recommend fully charging it before use for best accuracy. Please charge using a PC USB port.
2. We do not recommend using fast chargers, as they may affect battery level readings and charging behavior.
3. For safe and stable charging, please use the original cable and charge via a computer USB port. We do not recommend using high-power third-party chargers.

Battery Level Accuracy

1. Battery level readings in the software may vary by around 5%. This is within normal range.
2. Keeping the software, mouse firmware, and receiver firmware updated to the latest version can help improve accuracy.

All our products come with a 12-month warranty, subject to terms and conditions, in addition to any rights you may have under applicable laws and regulations.

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