Returns and Exchanges:
Please Note : Shipping cost is an estimate based on weight, cost may vary on large or unusual package dimensions.
At Trust Toad we want you to be completely satisfied with your purchase. If you are not satisfied with your order you have two options for return or exchange. You can simply bring your order in its original packaging accompanied by the original receipt to your local store for a refund or exchange. There is no additional shipping or restocking fees when you make an in-store return, however the original shipping fee from your order will not be refunded. Or simply return your order to us within 30 days from the date your order was received and we will issue you a refund or exchange minus the shipping charges. Please note clearance items are final sale and cannot be returned.
Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectations.
Returns with a receipt:
Merchandise returned accompanied by original receipt in resalable condition may be refunded to original tender. Original credit and/or debit card (if applicable) must be presented to process refund. Any transactions over $50 when returning or Exchanging to credit card or cash will require an I.D. with name and address to be presented.
Returns without a receipt:
For merchandise returned without receipt, in resalable condition, a store credit note will be issued. Store credit note amount will be for lowest sale price in the last 3 months.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Shipping Options | Delivery Time | |
|---|---|---|
| United States | Delivery in 2 – 5 working days | |
| Canada, Europe | Delivery in 10 – 20 working days | |
| Australia, New Zeeland | Delivery in 10 – 30 working days | |
| Africa | Delivery in 15 – 20 working days |
ORDER CANCELLATION
All orders can be canceled until they are processed and shipped. Once the packaging and shipping process has started, it can no longer be canceled.
REFUNDS
If you do not want the product you received, you are required to contact us via email at hello@trusttoad.com within 14 days of receiving the item. After the claim is approved, you must return the item to our warehouse at your own expense and the item must be unused;
In the case you receive a damaged or incorrect product, you are required to submit photo evidence to support@trusttoad.com within 14 days of receiving the item. If the claim is approved, a refund will be issued.
If the product packaging is damaged but the product itself is intact, you must submit a claim to the shipping carrier directly.
Missing order. In the case that a package is delivered (based on tracking number update) but you did not receive the item, you must submit a claim to the shipping carrier directly.
If you experienced any of the above scenarios, you must report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.
REFUNDS ARE NOT AVAILABLE UNDER THE FOLLOWING CIRCUMSTANCES:
Your order does not arrive due to an incorrect address provided by you;
Your order does not arrive due to exceptional circumstances beyond our control (e.g. delayed by a natural disaster)
HOW DO I REQUEST A RETURN, EXCHANGE, OR REFUND?
If you want to initiate a return, exchange, or refund, please complete the following steps:
- In the event of a return, exchange, or refund request contact us via email at hello@trusttoad.com and include the evidence if required;
- After we have approved the order return, exchange or refund, the product must be returned to our warehouse at the address we provide to you. You must return the item to our warehouse at your own expense and the item must be unused;
- You must provide a tracking number;
- Once the tracking number has been provided (or once we received the returned product), a replacement product will be shipped or a refund will be credited back to the card or original method of payment on file. In order for us to ship a replacement product or process a refund for damaged or incorrect product we require a tracking number for the item returned to be provided.
Have any other questions? Please feel free to reach out to hello@trusttoad.com
FOR ON-LINE FREE SHIPPING PROMOTIONS
Disclaimer: Customers are responsible for all shipping charges for any returned products under the FREE SHIPPING promotion. Trust Toad can arrange for any products to be picked up from customers, any corresponding return shipment fees will be deducted from the amounts refundable. Customers also have the option to ship products back to Trust Toad after receiving an authorization using their preferred courier, however, charges must be PREPAID, otherwise returns will not be accepted.