HOW DO I RETURN AN ITEM OR INQUIRY ABOUT RETURNING AN ITEM (POWER MIST AND SHIELDS)?
Due to the nature of our products, all sales are final and cannot be exchanged. If you have any questions, please email us at CUSTOMERSERVICE@TOUCHLAND.COM
REFUND/REPLACEMENT OF DAMAGED PRODUCTS/PACKAGES:
If you received a package that has suffered any damage during shipment that affected Touchland’s product quality, you'll need to inform Touchland before 7 calendar days from the delivery date.
To open and file the claim, you'll need to email email@example.com the following (no claims will be processed unless this documentation is submitted):
- Picture or video of the damaged item(s).
- Picture of the shipping box the products were delivered in.
- Picture of the shipping label on the shipping box.
Touchland is unable to process a claim of a product damaged during transportation after 7 calendar days from the delivery date.
If you discard the products, and are unable to provide documentation of the damaged item(s), we will not be able to honor a refund/replacement. Products that have less than half of the liquid left inside are not eligible for a replacement or a refund.
Damaged products purchased through third party retailers must be claimed directly to the third party retailer. We are unable to process claims of damaged products that haven’t been ordered directly through TOUCHLAND.COM.
REFUND/REPLACEMENT OF ORDERS SHIPPED TO A FORWARDER OR THAT HAVE LEFT THE USA
Orders shipped to a forwarder or that have left the USA, will not be granted any replacement or refund upon inspection of the items. Is the customer responsibility to inspect the products upon arrival at the shipping address inputted during checkout within 7 business days from the delivery date.
REFUND/RETURN KUB SMART DISPENSERS & ACCESSORIES:
Due to the nature of our products, all sales are final and cannot be exchanged. This applies to KUB, KUB accessories and Refeel. If you have any questions, please email us at CUSTOMERSERVICE@TOUCHLAND.COM
REFUND/REPLACEMENT OF MALFUNCTIONING KUB SMART DISPENSERS:
KUB is an electronic device with two (2) years limited warranty. To report a malfunctioning problem, send an email to firstname.lastname@example.org so our technical team can assist you.
If after following Touchland's troubleshooting steps you are still experiencing issues, please submit a video of the problem to email@example.com.
If after the customer service team provides possible resolutions, the dispenser is still not working, Touchland will provide a prepaid shipping label to inspect the device in-house (this process can take 10 business days after Touchland receives the device).
If after evaluating the product in-house, this is working properly, it will be shipped back to the customer at the customer's expense together with a video of the working device from the tech team. Payment of the new shipping fee can be made through Paypal at: firstname.lastname@example.org
If the Product fails to conform to this Limited Warranty during the Warranty Period, Touchland will, at its sole discretion, either (a) repair or replace any defective Product or component; or (b) accept the return of the Product and refund the money actually paid by the original purchaser for the Product. Repair or replacement may be made with a new or refurbished product or components, at Touchland sole discretion.
This Limited Warranty does not cover the following (collectively “Ineligible Products”): Products marked as “sample” or “Not for Sale”, or sold “AS IS”; or Products that have been subject to: (a) modifications, alterations, tampering, or improper maintenance or repairs; (b) handling, storage, installation, testing, or use not in accordance with the User’s Guide or other instructions provided by Touchland; (c) abuse or misuse of the Product; (d) breakdowns, fluctuations, or interruptions in electric power or the telecommunications network; or (e) Acts of God, including but not limited to lightning, flood, tornado, earthquake, or hurricane. This Limited Warranty does not cover consumable parts, including batteries.
PRE-ORDER FEATURE OF PRODUCTS:
Due to periods of unforeseen high demand, we occasionally offer the opportunity for customers to “pre order” a product. This feature is meant to ensure customers have an opportunity to reserve their shipment, once the product is available for fulfillment. Touchland reserves the right to alter expected ship dates at any time, and without notice. Similarly, all customers who purchase using the preorder functionality, hereby acknowledge that they are pre ordering a future-available product, and understand that expected ship date will be at the sole discretion of Touchland. All pre-orders will be shipped based on a “first come, first serve” basis. When pre-ordering, you'll be charged the whole amount of the order at checkout. If at anytime you wish to cancel your preorder, please contact us at email@example.com
WHAT’S THE AVERAGE PROCESSING TIME?
Regular orders are processed to be shipped in 2-7 business days.
Wholesale orders & dispenser orders are processed to be shipped in 4-7 business days.
WHAT’S THE EXPECTED DELIVERY TIME?
All orders are shipped with USPS standard ground shipping which can take 3-10 business days to be delivered from the first tracking movement. All Touchland products are ineligible for air freight (due to flammable goods limitations by the IATA).
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.
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 20 days, 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.
Please note that claims of packages that got lost in-transit must be made within 90 days from the shipping date in order to be honored a refund or replacement.
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 ranging from $4 to $30 based on original order size.
We typically process our orders and prepare shipment within hours after an order is placed, thus it is not possible for us to 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 and 15% safety restocking fee. 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. You should contact the courier so that they can provide you further information on where your order was scanned upon delivery.
Please note that it is the customer's responsibility to ensure the destination address is secure to receive packages. We provide a tracking number to ensure the receiver is at the location the day of the delivery to locate the package.
CAN I MODIFY THE SHIPPING ADDRESS OF MY ORDER?
Once an order is successfully placed, we can only modify the shipping address if this hasn’t been picked up for fulfillment. If a package has been picked up for fulfillment or shipped, we can no longer modify the shipping address provided during checkout.
CAN I CANCEL MY ORDER BEFORE IT SHIPS?
Once an order is successfully placed, we cannot accept "cancellations" or immediate refunds since the information is transferred to our logistics partner who processes orders immediately. Please note that inquiries emailed to any contact email other than email@example.com will not be valid as request of modification or cancelation.
All shipping fees on partially cancelled orders will remain the same. No partial refunds on shipping fees will be made.
If you are a tax-exempt organization, please emails us at firstname.lastname@example.org prior to ordering. No sales tax refunds will be made to successfully placed orders.
WHAT IS ROUTE?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience:
Route+ is 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.
Purchased Route+ and need to file a claim? File here: https://claims.route.com/
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, 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 it now on the App store.
WHERE IS MY ORDER?
Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.
WHAT IF MY ORDER NEVER ARRIVES OR IS STOLEN?
To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
WHAT IF MY ORDER IS DAMAGED?
To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for reorder or refund within 24 hours. If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at email@example.com and we will be happy to work with you to remedy the situation.
WHAT DO I GET WHEN I INSURE MY ORDER WITH ROUTE+?
Route+ is 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. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
HOW DO I FILE A CLAIM FOR MY LOST, STOLEN OR DAMAGE ORDER?
If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/. Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
DOES ROUTE+ COVER STOLEN ITEMS?
Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.
DELIVERY OF PACKAGES DURING COVID-19
WHERE IS MY PACKAGE?
Due to this unprecedented time and the safety of both, customer and courier, all packages will be dropped outside of your home to secure self-distance. That means that, nor Fedex or USPS, will be knocking on your door to deliver your order. Packages will be left outside the residential or commercial address input during checkout. Please make sure to check your tracking to pick up your package when it has been marked as delivered. We can no longer accept refund requests if your tracking shows that the package has been delivered. It is the customer’s responsibility to be at the destination address upon delivery to avoid any theft or issue with the delivery.
If your package has been marked as delivered, and you are unable to locate it, you will have to contact USPS or Fedex directly to start a claim with them.