Shipping & Returns

SHIPPING

WHAT’S THE AVERAGE PROCESSING TIME?

Regular orders are processed to be shipped in 2-7 business days.
Wholesale orders and dispenser orders are processed to be shipped in 4-7 business days.

WHAT’S THE EXPECTED DELIVERY TIME?

All Touchland products are ineligible for air freight (due to flammable goods limitations by the IATA). All orders are shipped with standard ground shipping which can take 3-10 business days to be delivered from the first tracking movement.

HOW DO TRACKING UPDATES WORK?

We provide a tracking code for every order to localize it. Tracking information is updated at the carriers’ discretion. Once an order gains tracking information, it is guaranteed that it has left our warehouse.

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. Contact us here.

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 with 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. 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. Any orders whose shipping address was incorrectly entered, resulting in couriers inability to deliver, will be subject to an additional shipping charge based on original order size.
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?

Please note that it is the customer’s responsibility to ensure the destination address is secure to receive packages. 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.

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.

RETURNS

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.

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 attach the following:

_ Picture or video of the damaged items.
_ Picture of the shipping box the products were delivered in.
_ Picture of the shipping label on the shipping box.

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.

REFUND/RETURN OF 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.

REFUND/REPLACEMENT OF MALFUNCTIONING KUB SMART DISPENSERS:

KUB is an electronic device with two (2) years limited warranty. To report a malfunctioning problem, fill in the form so our technical team can assist you.

We’ll ask you to submit a video of the problem. 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.

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.

This Limited Warranty does not cover the following (collectively “Ineligible Products”): products marked as “sample” or “Not for Sale”, or sold “AS IS”; or roducts 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

ORDER CANCELATION

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. For any order request, fill in this form and you’ll be contacted by our customer care team.

PARTIAL CANCELATIONS

No partial refunds on shipping fees will be made.

All shipping fees on partially cancelled orders will remain the same.