FAQ
Welcome to the Torqelo FAQ. Find answers about ordering, shipping, returns, payments and more. If you need additional help, email Sales@torqelo.com.
Orders and Payments
What products does Torqelo sell?
Torqelo offers a curated selection of products across beauty and personal care, fragrance, jewelry and beads, home and garden, bedding and linens, storage and organization, candles, apparel and accessories, health and wellness, baby and pet products, tea and coffee, and other everyday essentials. Some items are fulfilled directly by partner brands or suppliers.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB and UnionPay credit and debit cards, plus Shop Pay, PayPal, Apple Pay and Google Pay. All prices are in U.S. dollars (USD).
Is checkout secure?
Yes. Torqelo uses Shopify's PCI-compliant, SSL-encrypted checkout. We never see or store your full card number.
Will I be charged sales tax?
Applicable state and local sales tax is calculated at checkout based on your shipping address and shown before you pay.
When will I be charged?
Your payment method is charged when your order is placed. You will receive an order-confirmation email immediately after checkout.
Can I change or cancel my order?
Email Sales@torqelo.com with your order number as soon as possible. Orders can be cancelled free of charge before they enter processing (usually within a few hours of ordering). Once an order has been processed or shipped it cannot be changed or cancelled, but eligible items may be returned under our Return & Refund Policy.
Why was my order cancelled?
Rarely, we cancel an order because an item sold out, a price was listed in error, payment could not be verified, or fraud was suspected. If that happens you will be refunded in full to your original payment method within 10 business days.
Shipping and Delivery
For complete processing and shipping information, see our Shipping & Delivery Information.
Where does Torqelo ship?
We ship to addresses in the United States only (all 50 states and Washington, D.C.). We do not ship internationally at this time.
How much does shipping cost?
Shipping is calculated by the carrier (USPS, UPS or FedEx) based on the weight of your items and your delivery address. The exact shipping cost is always shown at checkout before you pay, so there are no surprises. Some items are fulfilled directly by partner brands or suppliers, so orders with products from more than one supplier may show a separate rate for each shipment. If a free-shipping or discounted-shipping promotion is displayed on the storefront, checkout will show whether the order qualifies; the promotion's stated thresholds and exclusions apply. See our Shipping Policy for full details.
How long does order processing take?
Most orders are processed within 1–3 business days. However, some products may require 7–15 business days to ship, depending on supplier availability, fulfillment location, and product processing requirements.
Orders placed on weekends or holidays generally begin processing on the next business day. If your order requires additional processing time, we will notify you as soon as possible.
How long does delivery take?
Standard shipping transit is generally estimated at 3–7 business days after processing and shipment. Some products may require 7–15 business days to ship before carrier transit begins, depending on supplier availability, fulfillment location, and product processing requirements.
Delivery transit times vary by destination and shipping carrier. Processing and shipping times are estimates and are not guaranteed. If your order requires additional processing time, we will notify you as soon as possible.
How can I track my order?
You will receive a shipping-confirmation email with tracking information when your order ships. Please allow up to 48 hours for tracking to become active.
Why did my order arrive in multiple packages?
Orders containing items from more than one supplier may ship from different locations and arrive on different dates, each with its own tracking number. Any shipping charges are shown in full at checkout before you pay.
My tracking says delivered but I cannot find my package. What should I do?
Check your mailbox, porch, parcel locker, household members and neighbors, then contact Sales@torqelo.com within 7 days with your order number. We will open a trace with the carrier and, if the carrier confirms the package is lost, send a replacement or refund.
What happens if I enter the wrong shipping address?
Contact us immediately at Sales@torqelo.com. We will do our best to correct it, but cannot guarantee changes once an order has been processed or shipped.
Returns and Refunds
What is Torqelo's return policy?
Eligible items may be returned within 30 days of delivery if they are unused, in original condition and packaging, with tags attached. Proof of purchase is required. Please read the exclusions below — many health and beauty items are final sale.
Which products cannot be returned?
For hygiene and safety reasons the following are final sale and cannot be returned unless they arrive damaged, defective or incorrect:
- Health, beauty and personal-care products (skincare, cosmetics, haircare, fragrance, body care, bath, oral care, wellness) — opened or unopened
- Perishable goods, plants and flowers
- Personalized or custom-made products
- Hazardous materials, flammable liquids or gases
- Gift cards
Home goods, bedding, towels, storage, décor, candles, jewelry, apparel and accessories are returnable. If you are unsure, email us before ordering and we will confirm.
Who pays for return shipping?
- Damaged, defective or wrong item: we do — you receive a prepaid return label at no cost and a full refund including original shipping.
- Change of mind or other reasons: the customer does. Use our prepaid label (cost, typically $8–$15, deducted from your refund) or ship tracked at your own expense. Original shipping charges are not refunded.
How do I request a return?
Email Sales@torqelo.com within 30 days of delivery with your order number, the item(s) and the reason. We reply within 2 business days with a return authorization and the correct return address (some items go back to the fulfilling supplier). Please do not ship anything back before you receive authorization.
My product arrived damaged, defective or incorrect. What should I do?
Contact us within 7 days of delivery with your order number and photos of the product, packaging and shipping label. We will send a prepaid label and either replace the item or refund you in full — this applies even to items that are otherwise final sale.
When will I receive my refund?
Once your return is received and inspected we will email you. Approved refunds go back to your original payment method within 10 business days. If more than 15 business days pass, contact us.
Can I exchange an item?
We do not offer direct exchanges. Return the eligible item and place a new order for the item you want.
Products and Availability
Are all products shown on the website in stock?
Product pages show live stock levels and sold-out items cannot be added to the cart. If an item sells out after you order, we will contact you and refund that item in full.
Why do product colors look different in person?
Colors may vary slightly due to lighting, photography and screen settings. We make every reasonable effort to display products accurately.
Where can I find ingredients, materials or specifications?
On each product page. Please review the description, ingredients, sizing and care information before ordering. For beauty, wellness or personal-care products, consult a healthcare professional if you have allergies, sensitivities or medical conditions.
Customer Support
How can I contact Torqelo?
Torqelo.com
750 N San Vicente Blvd, Suite 800
West Hollywood, CA 90069, United States
Email: Sales@torqelo.com
Or use our Contact page. Please include your order number for faster help.