RETURNS & SHIPPING
WHAT ARE YOUR SHIPPING OPTIONS? IS THERE EXPEDITED SHIPPING?
DO YOU OFFER FREE SHIPPING?
CAN TOUCHLAND SHIP TO PO BOX?
CAN TOUCHLAND SHIP TO APO ADDRESS?
CAN I MODIFY OR CHANGE AN ORDER?
CAN I CANCEL MY ORDER ONCE IT’S BEEN PLACED?
HOW LONG DOES IT TAKE FOR ORDERS TO SHIP & DELIVER?
DO YOU OFFER INTERNATIONAL SHIPPING?
HOW CAN I TRACK MY ORDER?
WHAT IS YOUR RETURN POLICY?
HOW DO I INITIATE A RETURN?
WHO IS RESPONSIBLE FOR RETURN SHIPPING COSTS?
HOW LONG DOES IT TAKE TO PROCESS RETURNS?
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?
CAN I CLAIM ITEMS PURCHASED FROM A RETAILER?
DO YOU OFFER PACKAGE PROTECTION?
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?
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?
- Download the Route app for iOS on the Apple App Store.
- Download the Route app for Android on the Google Play Store.
- For more information, click here: Route FAQ
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/