Refund Policy

30-Day Satisfaction Guarantee

We stand behind our products. If you are not happy with your order, you may request a return within 30 days of the delivery date.

Eligible returns will be refunded to the original payment method once the returned package has been received and processed.

Who Is Eligible for a Return

Returns are available for orders shipped within Canada and the United States.

International orders are final sale and are not eligible for returns.

To qualify, your return request must be submitted within 30 days of delivery. We accept returns for most reasons, but we may ask what went wrong so we can improve our products and customer experience.

Shipping Fees, Handling Fees, and Return Costs

Return shipping is the customer’s responsibility.

For standard returns, refunds will be issued minus the original shipping fees and a 10% handling fee.

Customers are responsible for the cost of return shipping unless the return is due to an error on our end, such as a damaged item or incorrect product being sent.

We recommend using a trackable shipping service for your return, as we cannot issue a refund for a return package that does not arrive back to us.

When Refunds Are Processed

Once your return is received and inspected, we will process your refund to the original payment method.

Refunds typically appear within 5-10 business days after processing, depending on your bank or payment provider.

Damaged or Incorrect Orders

If your order arrives damaged or you received the wrong item, please contact us at hello@torotan.com with your order number and a photo of the issue.

We will make it right with a replacement or a full refund, including shipping where applicable.

Return to Sender or Refused Packages

Refunds cannot be issued for packages marked “Return to Sender” or “Refused” unless the package is successfully returned to our warehouse.

If the package is received back in good condition, we will issue a refund minus the original shipping fees and a 10% handling fee.

If you would like the order shipped again, you will be responsible for the additional shipping cost.

Order Cancellations

To request a cancellation, please email hello@torotan.com as soon as possible.

If your order has not yet been processed or had a shipping label created, we will do our best to cancel it. Once a shipping label has been purchased, the order can no longer be cancelled and must be handled through the return process.

How to Request a Return

To start a return, email hello@torotan.com with your order number and a brief reason for the return.

Our team will review your request and provide return instructions.