We offer a variety of contact methods for customers, here's how:
via Phone: (818) 855-9495 est. wait time: Instant M-F 8am-5pm
via Email: Support@ToroeEyewear.com est. wait time: 12-24 Hours (M-F)
via Website: Live Chat est. process time: Instant
U.S Military, Law Enforcement, & First responders
Some Exclusions may apply. U.S Military, U.S Law Enforcement, & U.S First Responders are eligible for [25% OFF] pricing on purchases made at and only on www.ToroeEyewear.com
U.S. Military [25% OFF]
-Active Duty Military Personnel
-Federal Fire and Emergency Response
-National Guard Personnel
-U.S. Coast Guard
-Federal Law Enforcement Officers
U.S and local Law Enforcement, Fire and Emergency Responders [25% OFF]
-Law Enforcement Official
-Fire Department Personnel Official
-Emergency Medical Services (EMS)
Retired members of any of the groups mentioned above also qualify [25% OFF]
- For qualification we must be able to verify proof of validity. We reserve the right to not grant discounted pricing if we are unable to validate proof of title. For questions contact support@Toroeeyewear.com
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Warranty claim replacement items must be the same as the Customers original purchased order. A Standard Shipping & Handling Warranty fee will apply for each replacement processed, and the shipping address must be the same as provided in the original purchase order. If the original purchased Sunglass is out of Stock, the customer may select another Sunglass of equal or lesser value and must be the closest variant to the original product. In the event that the customers selects another Sunglass (due to out of Stock), The Warranty coverage will carry on only towards the new item. Every verified and valid Sunglass purchase is backed with our Signature Lifetime Warranty. This Warranty covers Manufacturer Defects, General damages, Lost, Broken and stolen occurrences. Warranty claim replacements are valid towards the Lifetime of your sunglasses but limited to one replacement towards General damages, Lost, Broken and stolen claims. By default, the first claim is categorized as 1 of 4 types of occurrences: 1) General Damage, 2) Lost, 3) Broken, or 4) Stolen. Once your first claim has been used, following claims are only granted through Manufacturer Defects. Orders with existing claims are NOT returnable/ exchangeable, even if within the 30 day return window. Every Warranty claim must have a unique order number per product being claimed. Multiple claims within a single Order are NOT allowed. We reserve the right to refuse Warranty to anyone for any reason. Warranty claims and Returns are processed and fulfilled from our Warehouse in Texas USA. ATTN: AMAZON.com buyers: All Warranty claims made towards AMAZON.com purchases, by default will be on freeze for 30 days from the original purchase date. AMAZON.com Warranty claims may be submitted and paid for, but will not release until day 31. To unfreeze this timeframe, the buyer may submit photos and mail the “damaged” sunglasses to TOROE Eyewear. Allow 3-10 business days for processing, and once approved, the Warranty claim will be released for shipment. Limits for Gifts and Warranty: Any product that is received outside of a ”paid for” or a promotional transaction that was discounted equally or greater than 50% off, will not be granted our Lifetime Warranty. Our Lifetime Warranty only applies towards product that is paid for fully or meets above 50% of MSRP. Examples of product that doesn’t qualify for our Lifetime Warranty includes- Sponsored Gifts, Discounted product that exceed 50% off, Giveaway prizes, & General Gifts. Naturally occurred defects with the product is considered a Manufacture defect. Naturally occurred defects must be unintentional and considered a natural occurrence, without the possibility of deliberate action. For all Manufacturer defect claims, the item must be returned to us for evaluation and approval. Policy update of "Limit to 1 Replacement" goes into effect 10/15/2022, and applies to all order placed on and after this date. All orders placed pre 10/15/2022 continue under original policy details.
Submit an instant Warranty claim below
est. process time: up to 12-24 Hours (M-F)
CLAIMS: STEP 1
Returns and Exchanges
Returns and Exchanges are extremely easy with us. If for any reason you are not 100% satisfied with your purchase, you may return your items for an item Exchange or refund within 30 days from the date you receive your order. Items processed as Returns or Exchange must be in New, Unmarked and Unused condition, and with its complete original packaging. USA Returned shipping cost are subject to a $10 Flat Rate Fee. USA Exchange Shipping Cost are covered by TOROE Eyewear (Limited to 1 time). Free exchange shipping is available for orders within the US only. International exchanges require a shipping fee of $19.95. International returned shipping costs apply to the customer. There are no Returns on orders that have already used up a Warranty claim. As soon as a Warranty claim is submitted, this forfeits your ability to process a return even if within 30 days of the return window. If the returned product is received in an "unacceptable" condition, we reserve the right to reject the returned order and the package will be mailed back to the customer at the Customers expense. Refunds will appear on your Bank statement once the returned goods have been received and processed at our facility; Allow 12-48 hours for processing. Gift cards are Non-refundable and have no expiration date. Shipping and Shipping protection costs are also non-refundable.
TOROE Eyewear will cover the cost of the customers First exchange- including shipment returning to our facility and New shipment to customer that includes the exchanged item. Shipping costs for continued exchanges after the first occurrence, become responsibility of the customer. Exchanges are unlimited but limited to 1 at TOROE Eyewear's expense. Items processed as an exchange must be in New, Unmarked and Unused condition, and with its complete original packaging.
Warranty claims and Returns are processed and fulfilled from our Warehouse in Texas USA.
100% money back guaranteed on product cost for all New, unmarked and Unused returns that are submitted within 30 days after receiving your goods. Original shipping costs are non-refundable if the delivery service has already occurred. For International Returns, Return shipping costs are paid for by the customer.
Promotional Item Returns
If there was a coupon or promotion applied to your order - the discounted item automatically gets assumed as the first return. Refund amounts may or may not include promotional savings that were applied towards the order. If a Promotional item was included in your shipment, your return must also include the Promotional item. If the promotional item is not received the retail cost of the item will be deducted from your refund total.
Mystery Item(s) are Final sale. They are Non-Returnable/ Exchangeable and carry no Warranty. These products are typically priced at more than 50% off Original Retail cost. A Mystery Item means that it is a complete surprise and your Sunglasses will be chosen at Random selection.
RETURNS & EXCHANGE PROCESS
STEP 1: Click the link below to start your return
SHIPPING & SHIPPING PROTECTION
Regular orders are processed and fulfilled from our Facility in Los Angeles, CA. Warranty claims and Returns are processed and fulfilled from our Warehouse in Texas USA.
Shipping Protection Provides protection for shipments that are lost, broken, or stolen. Add Insurance to your cart at checkout to enable protection. By opting out of shipping protection, we are not liable for lost, damaged, or stolen items.
In order to use the shipping protection, a ticket must be opened within 15 business days of delivery. If opened after the 15 business days, the shipping protection becomes invalid.
If the package was marked delivered and the delivery information was inputted incorrectly by the customer then this will void the shipping protection.
Missing items within Package
For claims made towards missing items within a package, we must be alerted within 10 days after receiving your package. Customer must provide photo of 1) Package 2) Items within the Package and 3) Photo of the label displayed on the outside of the package. Without proof of these 3 items, we are unable to validate missing items, and request will be denied.
Domestic (USA Shipments)
• USPS Ground (3-7 Business days): $8.00
• 2-3 Priority Shipping: $10.00
• Next Business Day delivery by 4:30 p.m. to U.S. businesses and by 8 p.m. to residences: $55.00
International Shipments (Outside USA)
The following shipping methods DO NOT COVER International Duties and other Customs related fees. If a Free promotional item is included, Customer holds responsibility for added weight/value costs; if any. ATTN: Due to COVID-19 related Disruptions, First-Class international shipments may take longer than expected to be delivered. In some events, an International shipping address may get considered by the courier as being a “remote area for delivery" and pricing/ service will be effected. The shipping method will than be changed on our end, only if considered as a "remote area for delivery" and the calculated shipping cost will be refunded and the package will ship with via First-Class Mail International (15-45 Business days).
• 15-45 Business Days First-Class Mail International
• 2-5 Business Days (CA) *UPS Expedite: Calculated at checkout
INTERNATIONAL CUSTOMS DISCLOSURE:
TOROE Performance Eyewear holds itself non-responsible for the additional custom duties and taxes for all packages that contain a free (promotion) item
None of the services are guaranteed on a specific number of days other that our 2 Day shipping option. For 2 Day shipping: Allow Two business days for delivery, after the package receives its first scan by courier. For handling, allow a maximum of 24-48 hours before the order ships. Typically all orders are processed, handled and prepared in less than 24-48 hours, and ships out accordingly. All shipping costs are responsibility of the buyer and are non-refundable if the shipping service was used. For all shipping services, the delivery time frame begins counting as soon as it receives its first official scan by the courier service provider. When a scan is made, this means that the package is now in official possession of the courier service provider.
INTELLECTUAL PROPERTY RIGHTS
USER GENERATED CONTENT
LIMITATION OF LIABILITY
VARIATION OF TERMS
GOVERNING LAW & JURISDICTION
•What personally identifiable information is collected from you through the website, how it is used and with whom it may be shared.
•What choices are available to you regarding the use of your data.
•The security procedures in place to protect the misuse of your information.
•How you can correct any inaccuracies in the information.
We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Your Access to and Control Over Information You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:(818)855-9495
See what data we have about you, if any. Change/correct any data we have about you. Have us delete any data we have about you. Express any concern you have about our use of your data.
Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a lock icon in the address bar and looking for "https" at the beginning of the address of the Web page.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.