Shipping Policy
We hope the information below answers any questions you might have but if not, please contact customer care by email to customercare@torro-au.com and we will be happy to help!
Standard Shipping
Items will be shipped from the closest fulfilment center. Final shipping costs will be calculated at checkout based on destination and stock location.
We cannot be held responsible for any orders that are made in error. Any order made in error by the customer will be liable to a 30% restocking fee that will be deducted from the total refund amount. (The 30% restocking fee is calculated from the total price paid for the item by the customer). In these circumstances the cost of return shipping will be paid by the customer. We cannot be held responsible for any returned items that fail to reach us.
We reserve the right to cancel any order prior to shipping and refund the order in full.
*Exceptions:
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 postcode/Zip code is classified as a remote location by one of our approved couriers then we reserve the right to cancel the order. Item may be reordered with a pre-arranged surcharge.
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.
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.
Pre-Purchase Orders
Pre-Purchase orders are for products that are currently not yet available to ship immediately from TORRO although a clear “ships by date” will be shown. Pre-Purchase is a way to guarantee that you will receive your chosen products as soon as they are available to ship.
Pre-Purchase products are indicated as such on the Product page, Shopping Basket and Confirmation Email with a “Pre-Purchase” label and expected “ship by date”. This may be subject to change due to circumstances outside our control but will be communicated via email. Thank you for your patience and understanding.
In order to make a Pre-Purchase, you will need to complete the normal order process including Shipping and Billing information. When you place a Pre-Purchase order you will need to pay the full price of all products within your order.
Any orders which contain pre-purchase items will be held and processed for dispatch once all items within the order are available to ship.
You may cancel your Pre-Purchase order and get a full refund at any time before the product has been dispatched.
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 postcode/Zip code is classified as a remote location by one of our approved couriers 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 a local services 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 a local delivery service 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 Express
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.
