Shipping Policy
We hope the information below answers any questions you might have but if not, please contact our customer care team by email to customercare@torrousa.com and we will be happy to help!
Standard Shipping
FREE Shipping on all orders over $100 (US Mainland Only).
DHL aims to deliver your order in 5 to 7 working days and offers a fully tracked service with email notifications.
We reserve the right to cancel any international order prior to shipping and refund the order in full.
Amazon Fulfilment Centres
If an Amazon fulfilment centre is closer to your location and the item is in stock then we will dispatch from that Amazon fulfilment centre to expedite delivery.
Business Addresses
TORRO do not accept responsibility for any delays to orders which are shipped to a non-residential address (e.g. a business location) where delivery is attempted outside of business hours.
Remote locations
If your Zip code is classified as a remote location then we reserve the right to cancel the order. Item may be reordered with a pre-arranged surcharge.
In a very small number of cases, DHL are permitted to pass parcels to the USPS for final delivery. This can increase shipping times by a number of days. This protocol prevents any surcharges being added to the order.
If you live in a remote location and the order is not cancelled and refunded within 24hrs, please note it is likely that DHL will deliver in conjunction with USPS and a delay may occur.
Customs Duties
Customs duty may be applied and varies based on the destination country. Any import duties and taxes will be paid locally by the recipient.
Shipments to business addresses may be subject to additional import duties and taxes to be paid by the receiver in the destination country.
Larger items
May incur an additional surcharge. You will be contacted direct to confirm the additional cost prior to dispatch.
Please note: we cannot be held responsible for third-party involvement when a delay occurs.
Delivery Exceptions and Restrictions
Do you have any delivery restrictions?
We do reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO box. If this affects an order you place, we'll notify you as soon as possible.
I am unable to select my shipping address.
Please contact us so we can see if we can facilitate shipment to your country.
Remote locations
If your Zip code is classified as a remote location then we reserve the right to cancel the order. Item may be reordered with a pre-arranged surcharge.
In a very small number of cases, DHL are permitted to pass parcels to the USPS for final delivery. This can increase shipping times by a number of days. This protocol prevents any surcharges being added to the order.
If you live in a remote location and the order is not cancelled and refunded within 24hrs, please note it is likely that DHL will deliver in conjunction with USPS and a delay may occur.
Please note: we cannot be held responsible for third-party involvement when a delay occurs.
Items Not Received
I still haven’t received my item.
Check that you haven’t received a card from the courier if you were out. If the item was sent to your home, ask anyone else living there if they accepted the delivery. Please also check if the item has been left with a neighbour, or in your Safeplace (if you have one).
If the item was sent to your work address, check with the post room and your colleagues to see if someone accepted the delivery.
Still missing?
If your item is still missing and a reasonable amount of time has passed, then it may be considered lost. Please contact us and we will look into this further for you.
My item is shown as delivered, but it hasn’t been received.
Check that you haven’t received a card from the courier if you were out. If the item was sent to your home, ask anyone else living there if they accepted the delivery. Please also check if the item has been left with a neighbour, or in your Safeplace (if you have one).
If the item was sent to your work address, check with the post room and your colleagues to see if someone accepted the delivery.
Please note: we cannot be held responsible for third-party involvement when a delay occurs.
Missed Delivery
DHL
If you were not in when delivery was attempted the courier will post an attempted delivery card but will attempt delivery the following working day.
If this is again unsuccessful the card left will explain why delivery couldn’t be made and advises how you can arrange redelivery at a convenient time.
Returning an Item
For return queries please refer to our returns policy.
We are unable to offer an exchange on orders unless faulty. If you’ve changed your mind on your purchase, please refer to our returns policy.
Please note unless faulty you will need to pay for return postage and the original delivery charge will not be refunded. If correct postage has not been applied on the returned item then additional fees occurred will be deducted from final refund.
