How do I return an item?
Email us at: email@example.com
Per safety regulation, we cannot accept returns of used products due to a health and cross-contamination issue. If you wish to return your products, and have an un-used product, please read to ensure your request meets the criteria below:
Original sales receipt must accompany returns.
We accept returns for exchange or refund 7 calendar days after delivery of the product. At our sole discretion after 7 calendar days, we will offer an exchange or store credit only. Items must be in "new, unaltered and unused condition". Definition of new, unaltered and unused condition is:
- without showing signs of wear or damage in any way
- within 7 calendar days of the delivery date (after 7 days no returns are allowed)
- must not be a special order or a custom order
- unless noted that it cannot be returned or has a different return policy time period other than that 7 days noted in that item's particular item description.
If address is not provided or legible, and courier cannot deliver or order is shipped back, the second shipment will be at customer expense for a refund to be allowed
If an item is received damaged or is incorrectly shipped by us please contact Customer Support immediately. Items that are defective and shipped from us or items that you did not order but received from us will qualify for store credit or a cash refund.
Refunds are contingent upon inspection of item(s) once we receive it.
There is a 15% restocking fee for returned items that are not being exchanged and are not damaged.
Again you MUST contact us within 7 days if you intend to return ANY item back to our store Items.
Returned to us AFTER 7 days and WITHOUT contacting us will NOT be refunded.
Customer is responsible for all shipping costs if seller is not at fault.
How do tracking updates work?
Once an order gains tracking information, it is guaranteed that it has left our warehouse.
Our carriers do NOT scan each package upon pick-up at the warehouse, so the first tracking update and scan will come at the carriers' origin facilities. These updates often take several business days to occur.
You can subscribe to order updates, this will help you get email notifications for orders when the tracking information is updated.
Your expected delivery time
All Touchland products are ineligible for air freight (due to flammable goods limitations by the IATA). All orders within the continental US can expect 3-10 business day delivery. Currently, we can ship ONLY to the continental US.
Haven't received your items?The carriers we use ship millions of packages a day. Unfortunately, some issues can arise from time to time, such as loss of tracking, delayed tracking, etc. Most of the time, the items are recovered and delivered, but in the event that a package is lost, we can definitely help you with the claims process and, in most cases, get your order resent instantly.
If you believe your package is lost and you have not received tracking updates for at least 15 days (all carriers, except Media Mail), please send us an email at firstname.lastname@example.org (include your order number) and we'll try to resolve the issue as quickly as possible.
Can Touchland ship to PO boxes?
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.
Did you enter an incorrect shipping address?
It is the customers responsibility to confirm, before placing their order, that the designated shipping address is accurate. Any orders whose shipping address was incorrectly entered, resulting in couriers inability to deliver, will be subject to an additional shipping charge.
We typically process our orders and prepare shipment within hours after an order is placed, thus it is not possible for us alter a confirmed shipping address. If the customer entered an incorrect shipping address, it is best practice to contact the courier with your tracking number to update the shipping address.
Should the customer wish to receive a full refund for an unsuccessful delivery, Touchland will refund 100% of the product value less the applicable shipping.
Should an order be delivered successfully to an incorrectly entered address, and Touchland is unable to recover the delivered products, then a refund for either the products or shipping will be unavailable.
My tracking number says my product is delivered, but I didn't receive it. What do I do?
Once a shipment is "confirmed delivered" by the courier, we (Touchland) can no longer accept refund requests, or inquire as to the order status. If the customer has a shipment that has been confirmed delivered, yet they are not in receipt of the product, it is the customers responsibility to contact and file a claim with the courier.
Can I cancel my order before it ships?
Once an order is successfully placed, we cannot accept "cancellations" or immediate refunds. If you wish to return your product, you must wait until the product is received, and then follow the Return Instructions on this page to be eligible for your refund