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Returns & Shipping

RETURNS

Unfortunately, due to the COVID-19 pandemic, we will no longer accept any returns. Under normal circumstances we have our return policies. However, due to the volatile and uncertain nature of this global health crisis and for the good of public health, we cannot take this risk.

In case you receive your product damaged, please refer to the following point. If you have any questions or concerns, please contact us at INFO@TOUCHLAND.CA.

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 email INFO@TOUCHLAND.CA the following (no claims will be processed unless this documentation is submitted):

• Picture or video of the damaged item(s).

• Picture of the shipping box the products were delivered in.

• Picture of the shipping label on the shipping box.

Touchland is unable to process a claim of a product damaged during transportation after 7 calendar days from the delivery date.

If you discard the products, and are unable to provide documentation of the damaged item(s), we will not be able to honour a refund/replacement.

Damaged products purchased through third party retailers must be claimed directly to the third party retailer. We are unable to process claims of damaged products that haven’t been ordered directly through TOUCHLAND.CA.

KUB (dispensers, Refeel cartridges and Supports) are not refundable once used/opened or missing the original seals.

To initiate a return please email us at: INFO@TOUCHLAND.CA

Per safety regulation, we cannot accept returns of used products due to a health and cross-contamination issue. If you wish to return your products, and have an unused product, please read to ensure your request meets the criteria below:

We accept returns for exchange or refund 7 calendar days after delivery of the product. At our sole discretion after 7 calendar days, we will offer an exchange or store credit only. Items must be in "new, unaltered and unused condition". Definition of new, unaltered and unused condition is:

• Without showing signs of wear or damage in any way.

• Within 7 calendar days of the delivery date (after 7 days no returns are allowed).

• Must not be a special order or a custom order.

• Unless noted that it cannot be returned or has a different return policy time period other than that 7 days noted in that item's particular item description.

Refunds are contingent upon inspection of item(s) once we receive it.

KUB is an electronic device with two (2) years limited warranty.

To report a malfunctioning problem, send an email to INFO@TOUCHLAND.CA so our technical team can assist you or troubleshoot the device following the troubleshoot guide on the app.


If after following Touchland troubleshooting steps and submitting a video of the problem the smart dispenser is having this is deemed as defective, Touchland will provide a shipping label to inspect the device in-house and repair the device.


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.

Repair or replacement may be made with a new or refurbished product or components, at Touchland sole discretion.

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

Due to periods of unforeseen high demand, we occasionally offer the opportunity for customers to “pre order” a product. This feature is meant to ensure customers have an opportunity to reserve their shipment, once the product is available for fulfillment. Touchland reserves the right to alter expected ship dates at any time, and without notice. Similarly, all customers who purchase using the preorder functionality, hereby acknowledge that they are pre ordering a future-available product, and understand that expected ship date will be at the sole discretion of Touchland. All pre-orders will be shipped based on a “first come, first serve” basis. When pre-ordering, you'll be charged the whole amount of the order at checkout. If at anytime you wish to cancel your preorder, please contact us at INFO@TOUCHLAND.CA.

SHIPPING

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

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

Once an order gains tracking information, it is guaranteed that it has left our warehouse.
Our carriers do NOT scan each package upon pick-up at the warehouse, so the first tracking update and scan will come at the carriers' origin facilities. These updates often take several business days to occur.
You can subscribe to order updates, this will help you get email notifications for orders when the tracking information is updated.

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.
If you believe your package is lost and you have not received tracking updates for at least 20 days, please send us an email at INFO@TOUCHLAND.CA (include your order number) and we'll try to resolve the issue as quickly as possible.

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.

It is the customers responsibility to confirm, before placing their order, that the designated shipping address is accurate. Any orders whose shipping address was incorrectly entered, resulting in couriers inability to deliver, will be subject to an additional shipping charge ranging from $4 to $30 based on original order size.
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.
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.

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. You should contact the courier so that they can provide you further information on where your order was scanned upon delivery.

Please note that it is the customer's responsibility to ensure the destination address is secure to receive packages. We provide a tracking number to ensure the receiver is at the location the day of the delivery to locate the package.

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.

ORDER CANCELATION

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. If you wish to return your product, you must wait until the product is received, and then follow the Return Instructions on this page to be eligible for your refund. Please note that inquiries emailed to any contact email other than INFO@TOUCHLAND.CA will not be valid as request of modification or cancelation.

All shipping fees on partially cancelled orders will remain the same. No partial refunds on shipping fees will be made.

DELIVERY OF PACKAGES DURING COVID-19 🦠

Due to this unprecedented time and the safety of both, customer and courier, all packages will be dropped outside of your home to secure self-distance. That means that, nor UPS or Canada Post, will be knocking on your door to deliver your order. Packages will be left outside the residential or commercial address input during checkout. Please make sure to check your tracking to pick up your package when it has been marked as delivered. We can no longer accept refund requests if your tracking shows that the package has been delivered. It is the customer’s responsibility to be at the destination address upon delivery to avoid any theft or issue with the delivery.
If your package has been marked as delivered, and you are unable to locate it, you will have to contact UPS or Canada Post directly to start a claim with them.

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