Frequently Asked Questions
Most frequent questions and answers
If you are interested in becoming a product reviewer, please make sure to send us the following information to our Customer Support Team: 1) Link to your Blog/ Youtube channel/ etc… 2) Full Name, Phone Number, Email Address 3) # of Followers 4) What OS you focus on (Apple, Android, etc) 5) Shipping Address 6) If Applicable: Equipment used for videos/ etc We will then forward your email to our Media Team. If they are interested, someone will be getting in touch with you shortly.
We appreciate your interest in TORRAS products! If you are interested in becoming one of our resellers, please fill out the Reseller Form. A sales agent will be getting back to you if you meet the requirements to become one of our Authorized Partners.
Please note that only one promotion or discount code can be added into the cart as only one code can be used per order. Your discount code may not work if there is already a code applied to the order. If your discount code is not working, please try clearing your browser cache or try using a different web browser. If the issue persists, please contact our Customer Support Team. We will do our best to assist you at that time!
All promotion and discount codes need to be added into the shopping cart before checkout. You can find the code box on the right hand side on the checkout page. At this time, only one promotion / discount code can be applied per order.
Generally, we suggest to our customers to clean our cases with mild soap and warm water or with a damp microfiber cloth. Most stains can be removed using these methods. The products can then be air dried or dried lightly with a paper towel. Please note that any damages that occur during cleaning attempts or during the cleaning process are not covered under our warranty program. We advise that you always use care and caution when cleaning your case or other products.
Here are some tips to ensure that your screen protector is successfully installed: We recommend that the screen protector be applied while the case is on the device to ensure that the screen protector is precisely centered and aligned for proper installation. Before beginning, make sure to wash your hands thoroughly and wipe your screen with the microfiber cloth and the included screen wipe. Most of our screen protectors also come with the dust remover stickers to pick up any excess dust on the screen. The screen should be free of any dust particles or debris. Make sure the surface you are using to apply the installation is clean and stable. Once installed, remove any air bubbles by gently pushing the bubble outwards towards the edge of the screen protector. Please refrain from using excessive force when installing or removing the screen protector or it may cause damage to the product. We do not advise for the screen protectors to be reused as removing them for reinstallation may damage the adhesive properties of the screen protector.
Most of our TORRAS screen protectors can be used with our TORRAS cases as they have been designed and developed with compatibility in mind. However, we are unable to guarantee the compatibility of another manufacturer’s products with our TORRAS cases and screen protectors as they have not been tested together. If you have any questions regarding the compatibility of our products, please do not hesitate to contact our friendly Customer Support Team. We are eager to help!
We strive to develop cases that do not hinder or interfere with any functions or capabilities of the device. For this reason, all of our TORRAS cases should be compatible with the Qi wireless charging feature of the phone. However, for the Slim Armor CS / Crystal Wallet cases, we recommend that any cards be taken out of the card slot when wirelessly charging, as the cards will interfere with the wireless charging function and it may also possibly damage the cards. If you choose to purchase and insert a metal plate into the QNMP compatible slot or case for use with our magnetic car mounts, the metal plate will disrupt wireless charging capabilities. The case itself without the metal plate will allow wireless charging without any issues.
We are sorry to hear that you’ve received your item in this condition. If your item arrived defective or damaged, please contact our Customer Support Team. We will assist you with a replacement through our Warranty Program as promptly as possible.
At this time, we do not have an exchange program available. We kindly ask that you return the item(s) for a refund and place a brand new order with the item(s) you prefer.
Please note that when purchasing any goods online, some or all of these goods may not originate in the country you reside in. Therefore the products may be subject to a customs duty, which is a tariff or tax imposed on goods when transported across international borders. These charges are charged by each individual country and the chosen courier based on the value of the product(s) being imported. These additional charges will be collected from the recipient by the shipping carrier at the time of delivery, and the recipient of the order will be responsible for any charges. Please feel free to contact your local customs office for any additional information or questions.
If you think that your package is lost or delayed, please contact our Customer Support Team with your order number, and we will review the information to see how we can best assist you. We want to ensure that all our customers are able to receive and enjoy their products, and we will try our best to make that happen! In the case that a shipment has been marked as delivered but not actually received, here are a couple things you can do before contacting our team: Check with your neighbors, building management, or security to see if they may have received it on your behalf. Contact your local post office as they may be holding the package at their facility following an unsuccessful delivery attempt.
Unfortunately, we are unable to split ship your order. We kindly ask that you pay close attention to the availability date mentioned in product listings for pre-order or back-ordered products. Your order will ship out once all of the items in the order become available. If you would like certain items to arrive sooner, we recommend that you place separate orders for these items as orders containing pre-order or back-order items will not be shipped until all items are available.
Orders will ship out within 1 to 2 business days from the time of purchase*. Please note our warehouse is closed on weekends and USPS holidays**, and we are unable to ship out packages on these days. Order cut-off time is 10:00 AM PST, so any order made after 10:00 AM PST will be considered a next business day order. (Example: If an order is placed on Monday at 1:00 PM PST, it will be considered a Tuesday order) Orders that are placed on weekends or holidays will be considered a next business day order. (Example: If order is placed on Saturday, it will be considered a Monday order)
We offer free domestic shipping for standard orders (over $40) to destinations within the contiguous United States! For expedited shipping options or international destinations, shipping costs will vary depending on the carrier, shipping method, destination, and weight of the package.
The payment options that we accept are: Credit Cards (Visa, Mastercard, Discover, and American Express) Debit Cards PayPal At this time, we do not accept purchase orders, cash, check or money orders, nor do we offer any sort of layaway or COD service.
We do apologize for the inconvenience, however, we are unable to make changes to your order. If your order has not been processed out yet, what we can do is cancel the current order so you can make a brand new order with which you prefer. However, if the order has been processed for shipping, we will be unable to cancel the order. Please contact our Customer Support Team to request a cancellation.
We’re sorry to hear that you’ll be cancelling your order with us! We may be able to cancel your order for you if it hasn’t been processed out yet. Please contact our Customer Support Team with your order number, and we will look into the status of the order and assist you accordingly
If you created an account with us, you can log into your account and on your dashboard go to “ACCOUNT”. You will see a full history of your orders since the account has been active. You can find the shipping status and tracking number from there. If you do not have an account, please contact our Customer Support Team! One of our friendly and helpful agents will be more than happy to assist you.