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Free shipping on orders over $60.

*We can only ship within the continental U.S. We are unable to ship to P.O.Boxes. Check Returns & Shipping conditions

Shipping, taxes, and discounts calculated at checkout.

RETURNS & SHIPPING

WHAT ARE YOUR SHIPPING OPTIONS? IS THERE EXPEDITED SHIPPING?

We only offer ground shipping due to the flammability of our product and we do not offer expedited shipping.

DO YOU OFFER FREE SHIPPING?

Free shipping on orders of $60 or more.

CAN TOUCHLAND SHIP TO PO BOX?

No. Due to the flammability specifications of the product, couriers do not permit shipment to P.O. Boxes. If a customer enters a P.O. Box, the courier service will return the shipment, and the customer will be responsible for the cost of a second shipment.

CAN TOUCHLAND SHIP TO APO ADDRESS?

There are specific items you can't ship due to safety and legal reasons. Prohibited items include aerosols, alcohol and items containing it like hand sanitizer, mouthwash, etc., along with flammable substances, as these pose a risk during transportation.

CAN I MODIFY OR CHANGE AN ORDER?

Unfortunately, our automated system does not permit modifications or adjustments to orders once they have been placed. We kindly ask customers to ensure that all information entered during checkout is accurate. It's important to note that once an order is processed, the customer is responsible for the items delivered to the provided address. This policy also extends to the inability to retroactively apply discount codes or promotions.

CAN I CANCEL MY ORDER ONCE IT’S BEEN PLACED?

We regret to inform you that once an order has been placed, it cannot be canceled. We strive to fulfill orders promptly, and once they enter our processing system, we are unable to halt the process. We appreciate your understanding in this matter.

HOW LONG DOES IT TAKE FOR ORDERS TO SHIP & DELIVER?

It can take 1-3 business days (Monday-Friday, excluding holidays) for orders to process, and all packages are shipped with standard ground shipping, which takes an average of 3-10 business days (Monday-Friday, excluding holidays) from the first tracking movement, to be delivered. When a package is traveling between distribution centers or awaiting to be sorted within a processing center, it is normal for there to be no updates, since the package is not being scanned. Unfortunately, we do not have any control over how long it takes DHL or USPS to scan or sort packages or provide additional tracking updates/information.

DO YOU OFFER INTERNATIONAL SHIPPING?

No, we currently do not offer international shipping. We only ship in the continental USA.

HOW CAN I TRACK MY ORDER?

Once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to monitor the status of your delivery. If you are having problems with your tracking number please contact our customer service team at customerservice@touchland.com

WHAT IS YOUR RETURN POLICY?

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, you may return your unopened pristine items within 14 days of delivery for a full refund or replacement. Bear in mind, that customer will be responsible for all shipping costs to return or reship.

HOW DO I INITIATE A RETURN?

To initiate a return, please contact our customer service team at customerservice@touchland.com with your order number and the reason for the return.

WHO IS RESPONSIBLE FOR RETURN SHIPPING COSTS?

Return shipping costs are the responsibility of the customer.

HOW LONG DOES IT TAKE TO PROCESS RETURNS?

Once we receive your returned items, please allow 5-7 business days for us to process your return and issue a refund or exchange. You will be notified via email once your return has been processed.

HOW DO I REPORT DAMAGED ITEMS?

If you receive an item that appears to be damaged, please file a claim with customerservice@touchland.com within 7 days of delivery. Failure to report a damaged item will result in the inability to process your claim.

To expedite the claim process, kindly include the below documentation along with your message:

  • Picture(s) of the damaged item(s) and Video(s) that visually displays the damage.
  • Picture(s) of the lot code located on the bottom of the bottle.
  • Picture of the shipping box and shipping label
  • Touchland will not be able to process any claims without the requested documentation and it must be submitted within 7 calendar days of the delivery date.
  • Please note: Touchland can only process claims for items purchased directly through the touchland.com online store. Damages of products purchased through third party retailers must be claimed directly with the retailer.

WHAT HAPPENS IF I PROVIDED THE WRONG ADDRESS & CONFIRMED AN ORDER?

If you provided a wrong address, we are unable to retrieve your package. Please make sure to provide the right address before checking out. If the package is returned, the customer will be responsible for the re-shipping fee.

CAN I CLAIM ITEMS PURCHASED FROM A RETAILER?

If you purchased our products from a retailer, please contact the retailer directly regarding their return policy. We are unable to process returns for items purchased from third-party retailers. We can only process claims of orders purchased through touchland.com.

DO YOU OFFER PACKAGE PROTECTION?

Yes, we offer Route Package Protection at checkout.We offer customers the option to include Route Package Protection during checkout as an insurance against loss, theft, or damage in transit for a minimal fee of 1.5% of the subtotal of the order.

HOW DO I FILE A CLAIM WHEN MY ORDER IS MARKED AS “DELIVERED” BUT I HAVE NOT RECEIVED IT?

Before proceeding with a claim, please note that the delivery driver may have placed it in a safer location, please check your:

  • Mailbox
  • Porch
  • Garage
  • Any area out of potential weather hazards
  • Exterior doors and any locations where the package could be placed
  • Check your mailbox again as some packages come separately from your regular mail.
  • Check with others in your house who may have accepted it.
  • Check with your neighbors.
  • Please allow 2 additional business days as orders may arrive after the delivered scan on an order.

If you purchased Route Package Protection, you will be able to file a claim for orders lost, damaged or stolen while in transit.

If you opted out of Route Package Protection at checkout and a package has been marked as “delivered”, we are unable to make any claims. DHL usually does a package hand-off to USPS and USPS completes the final stage of delivery. Only the receiver can initiate a search with USPS as they can geolocate the exact location your package was scanned upon its delivery. USPS also has a strict process when it comes to missing mail/packages – the first step is to submit a “Help Request” followed by filing a claim based on the results of the request. We would recommend starting a Help Request and following their missing package steps. You can find more information of how to start a search here: https://www.usps.com/help/missing-mail.htm

HOW DO I FILE A CLAIM IF I AM MISSING AN ITEM/S IN MY ORDER?

  • When customers purchase Route Package Protection and encounter missing items upon receiving their package, Route will initiate a claim process. If the package appears tampered with or damaged, Route can proceed with the claim using photos of the damage provided by the customer. In cases where the package isn’t tampered with, Route will request evidence from Touchland to confirm that the weight and items in the package were dispatched together. If the weight matches the items on the order, Route will proceed with the claim.
  • For customers who opted out of Route Package Protection at checkout, we’ll conduct an investigation and verify the package’s weight. If the package left our facilities with the correct weight, we’re unable to process the claim as it wasn’t insured under Route Package Protection, which covers the product’s value post-departure from our facilities.

HOW DO I FILE A CLAIM IF MY ORDER GOT LOST IN TRANSIT?

Lost package claims can be filed if the tracking has not had any updates for 15 days. Therefore, if the tracking link for your package hasn’t shown any new updates by then please circle back with us so that we can start a claim to either reship or refund your order. If your package is lost during shipping, please contact our customer service team at customerservice@touchland.com

HOW AND WHEN DO I FILE A CLAIM WHEN PURCHASING ROUTE PACKAGE PROTECTION?

For ease of access, you can also file a claim here: https://claims.route.com/

When you file a claim, it will be reviewed for approval for a reorder or refund, just make sure to read their Terms & Conditions. Since you have 15 days to file a claim for a stolen package, we would suggest filing as soon as possible. Once you click the Route Claims link, simply follow the prompts on their webpage, as normal. Please note: make sure to have the Order ID (ORDER NUMBER) ready to use with the claim form. Top Tip: Please visit the Route page on a desktop (not mobile) as some customers have had trouble loading the page correctly in the past.

ROUTE COVERAGE & CLAIMS INFORMATION:

We’ve partnered with Route - a package protection and tracking solution to give our customers the best possible delivery experience. Route offers premium package protection for your online orders. When you add Route at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, the dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet?

Route Package Protection covers lost, stolen, and damaged items. Visit Route Package Protection Policies to review the policies and understand the requirements for filing lost, stolen, or damaged package claims.

Ready to file a claim? Click here: https://claims.route.com/

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