Shipping
Shipping & Refund Policy
Shipping Privacy Policy
Our goal is to offer you the best shipping options, no matter where you live. We deliver to hundreds of customers across the world every day, and we strive to provide you with services of the highest level.
The time frame of an order delivery is divided into two parts:
- Processing time: 1-2 Working Days
- Shipping time:
- 2to 5 working days (for US only)
- 7 to 14 working days (global)
- Due to impact of COVID-19, order process and shipping time may be delayed, hope you can understand.
- Since shipping is often affected by the processing time of the Customs and delivery standard in the destination country,the estimated delivery date indicated on the Web site is strictly for reference only and shall not be regarded as a commitment.
Shipping methods:
- Standard shipping: 4PX, UPS and Amazon
Shipping fee:
- You can pay $10 extra per order for faster shipping method according the specific address.
How do I know if my order was placed successfully?
If you have received an order confirmation email from us, your order was placed successfully! You can also log into your account to view your order history and search for your most recent order.
Will COVID-19 affect my order?
In view of the recent situation of COVID-19, logistics transportation and global delivery services are now subject to temporary delays. Shipping time is likely to be lengthened as a special arrangement of some courier service companies and air traffic delays are to be expected. Thanks for your patience while we work hard to get your order to you!
How can I make changes to my order?
Simply email us at support@torraslife.com within 12 hours. Be sure to include your order number! If it is the device type, case type or color that you would like to adjust, please also let us know the details in email. Please keep in mind that order changes can only be made before it sent out.
When will my order ship out?
Orders will ship out within 1 to 2 business days from the time of purchase. (Please allow extra time for your order to be processed during public holidays. )Shipping times depend on the shipping method available in your region.
After your order is shipped out, it usually takes about 24-48 hours for any tracking services to update. If no updates are made on your tracking information after 48 hours, please contact our Customer Support Team for more assistance.
Note: The shipping times are merely estimates. While we will try to deliver your order as quickly as possible, please note that orders placed during promotional periods and special events may require longer shipping times.
How can I track my order?
After placing your order, you will receive a shipping confirmation email from TORRAS. Please click on the link provided in the email to view the up-to-date tracking status of your package .You can also contact our dedicated customer support team at support@torraslife.com to check the status of your order.
How do I change my shipping method after placing an order?
Once an order is placed you will not be able to change the shipping method. Be sure to double check before giving the go-ahead.
How can I cancel my order?
We’re sorry to hear that you’ll be canceling your order with us! We may be able to cancel your order for you if it hasn’t been processed out yet.Please contact our Customer Support Team with your order number, and we will look into the status of the order and assist you accordingly.If your order has already been processed to ship, we will be unable to cancel your order.
What do I do if I didn’t receive my package?
If you think that your package is lost or delayed, please contact our Customer Support Team with your order number, and we will review the information to see how we can best assist you. We want to ensure that all our customers are able to receive and enjoy their products, and we will try our best to make that happen!
What if I have a problem after my order has been delivered?
A timely notification and valid proof can help us resolve your issue(s) as quickly as possible. If you encounter any of the following problems with your order, please contact us at support@torraslife.com within three business days of receiving your order with a detailed description of the issue(s) you are having along with any other relevant information:
- Damaged items in the package.
- Items in the package are not the products you ordered or some items are missing.
- The package is marked as having been signed for on the courier’s website, but you did not receive the package.
Return Policy
Cancellation
We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.
Returns (if applicable)
If you discover a fault with the item(s) you have received, please take pictures of the defect and contact us right away. We will work with you to guarantee your satisfaction.
We accept return of products. Customers have the right to apply for a return within 7 days after delivery the product.（If it is not a quality problem, the postage will be paid by the buyer）
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.
Return address:
TORRAS
C-1403, Zhantao Tech Bldg., Longhua Dist, Shenzhen, Guangdong, China
Phone: Tel : +86 18818575861
Notes
Custom-order or personalised items do not have a right to 7 days refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason. No restocking fee to be charged to the consumers for the return of a product.;
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Please note that customers are responsible for all the fees involved for returning items if there is no quality issue or defect with the products.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@torraslife.com
Please contact our Customer service at support@torraslife.com to get the return address.
