Frequently Asked Questions
Ordering
Do you accept orders placed outside of the US?
Yes, we do! We ship worldwide.
What payment methods do you accept?
We Accept all major credit cards and PayPal.
Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated with the latest US Dollar exchange rate of your card issuer.
How secure is my online order?
In order to offer you a safe and enjoyable shopping experience, your credit card details are protected by the highest level of commercially available 256-bit SSL Encryption Technology.
Your information is SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
The bottom line is that you can feel safe making purchases on our platform because your data is encrypted and protected at all times.
Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
How do I change or cancel my order?
To cancel your order, we must hear from you at the latest by 11.59 PM EST on the day of ordering. It's worth noting that we are really quick at packing and processing your order. That's something we're really proud of, but it means we are not able to make any amendments to your order after the day of ordering. Any orders that have already been packed or shipped cannot be canceled.
Shipping
When will my order arrive?
Shipping times depend on the demand and the destination country of the products:
United States: 3-5 Days (Local warehouse)
United States: 12-20 Days (Overseas warehouse)
Canada: 12-20 Days
Australia: 12-20 Days
European Union: 12-20 Days
Rest of the World: 12-25 Days
Please allow for a longer shipping time during holiday seasons. You will always be notified prior to ordering on our website when we are experiencing longer than normal shipping times. This may occur near Christmas or other major holidays because local post offices are experiencing higher volume.
How do I track my order?
You can track your order status by inserting your order tracking code Here.
Will I be charged with customs or taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives in its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office.
Returns
I'm not happy with my order. How can I return it?
We operate a flexible, hassle-free policy when it comes to returns and refunds. Please click Here to find out how our refund policy works.
What if the item(s) I received is defective/incorrect/damaged?
Please contact us within 2 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 3-5 business days of the cancellation request. The fastest way to get a refund is to first contact us via email: support@touchofnova.com