Shipping Policy for Touchlans

Last Updated: 2025.08.25

At Touchlans (“we,” “us,” or “our”), we strive to provide reliable, transparent shipping services for all orders of our hygiene products—including hand soap refills, hand creams, disinfecting wipes, and disinfecting sprays—across domestic and international locations. This Shipping Policy outlines our order processing timelines, delivery timeframes, shipping fees, and related terms to help you understand how your order will be fulfilled. By placing an order on our website (ww w.tou chlan s.com, “the Site”), you agree to comply with this Shipping Policy, as well as our Terms of Purchase and Privacy Policy.

1. Order Processing Timeline

Before your order is shipped, we first process it to verify payment, check product availability, and prepare items for fulfillment.

Standard Processing: Most orders are processed within 1–3 business days of receiving your order confirmation (sent after successful payment verification).
Exceptions: Processing may be delayed by 1–2 additional business days during peak seasons (e.g., holidays, sales events), weekends, or public holidays, as our team focuses on ensuring accurate order preparation.
Order Verification: If there is an issue with your order (e.g., incomplete shipping address, payment discrepancy), we will contact you via email (at the address provided during checkout) to resolve it—this may extend the processing timeline.

2. Delivery Timeframes

Once your order is processed and shipped, delivery times are consistent for both domestic (United States) and international destinations—no additional declarations or exceptions apply to domestic vs. international delivery.

Standard Delivery: After shipment, you can expect to receive your order within 6–12 business days. This timeframe includes transit time with our trusted shipping partners and does not include order processing days or local customs clearance (for international orders).
No 加急配送 (Express Shipping): At this time, we do not offer expedited or 加急配送 options. All orders are shipped via standard delivery to ensure cost-effectiveness and consistency across all destinations.
Delivery Day Notes: Delivery occurs on business days (Monday–Friday) and excludes weekends, public holidays, and local non-delivery days (as determined by the shipping carrier).

3. Shipping Destinations

We currently ship to the following locations:

Domestic: All 50 states of the United States, including Alaska, Hawaii, and U.S. territories (e.g., Puerto Rico, Guam)—note that delivery to remote or rural areas may take the full 12 business days.
International: Most countries worldwide. However, we reserve the right to restrict shipping to certain destinations due to local import laws, customs regulations, or logistical constraints. If your country is not eligible for shipping, you will be notified during checkout before completing your order.

4. Shipping Fees

Shipping fees are calculated based on three factors: your shipping destination, order weight, and package dimensions. Fees are displayed clearly during the checkout process, before you confirm your order, so you can review the total cost (product price + shipping fee + applicable taxes) upfront.

Domestic Shipping Fees: For orders within the U.S., fees typically range from $4.99 to $12.99, depending on order size. We may offer free domestic shipping promotions from time to time (e.g., “Free Shipping on Orders Over $50”)—details of such promotions will be clearly stated on the Site or in promotional emails.
International Shipping Fees: For international orders, fees are calculated based on the destination country and package weight, ranging from $12.99 to $39.99. These fees do not include customs duties, taxes, or import fees (see Section 6 for details on international customs).
Shipping Fee Policy: Shipping fees are non-refundable, unless your order is canceled before shipment (per Section 4.1 of our Refund Policy) or the shipping delay is caused by our error (e.g., incorrect item shipped).

5. Shipping Confirmation and Tracking

To keep you informed about your order’s status, we provide shipping updates via email:

Shipping Confirmation Email: Once your order is shipped, we will send an email to the address you provided during checkout. This email includes:
A unique tracking number (provided by our shipping partner, e.g., UPS, FedEx, USPS, or local postal services).
A direct link to the shipping carrier’s tracking page, where you can monitor your package’s transit status (e.g., “In Transit,” “Out for Delivery,” “Delivered”).
Tracking Limitations: For some international destinations, tracking may only be available until the package reaches the destination country’s customs office. After that, local postal services may not provide real-time tracking—we recommend contacting the local postal service with your tracking number for updates in such cases.
Account Tracking: You can also view your order’s shipping status by logging into your Touchlans account on the Site and navigating to the “Order History” section.

6. International Shipping: Customs and Duties

For international orders, please note the following important details, as they are your responsibility:

Customs Clearance: Your package may be subject to inspection by the destination country’s customs authorities. Customs clearance times vary by country and can add 1–3 additional business days to the delivery timeframe (this is not included in the 6–12 business day transit time).
Import Duties, Taxes, and Fees: Most countries impose import duties, value-added taxes (VAT), or other fees on international shipments. These charges are determined by the destination country’s customs laws and are your sole responsibility—we do not collect these fees during checkout, and they will typically be due when you receive your package (either from the carrier or customs office).
Customs Documentation: We will include all necessary documentation (e.g., commercial invoice) with your package to facilitate customs clearance, including details about the product type, quantity, and declared value (based on your order total in USD).
Prohibited Items: You are responsible for ensuring that the products you order comply with your country’s import laws. If a package is rejected or confiscated by customs due to non-compliance, we will not issue a refund (see Section 4.3 of our Refund Policy for more details).

7. Shipping Issues and Resolution

We work closely with our shipping partners to ensure smooth delivery, but occasional issues may arise. Below is how we address common scenarios:

7.1 Delayed Deliveries

If your package has not arrived within the 12 business day delivery window:

Check the tracking page (via the shipping confirmation email) for updates—delays may be due to customs hold, weather, or carrier disruptions.
If tracking shows no movement for 3 or more business days, contact us at [email protected] with your order number and tracking number. We will investigate with the carrier and provide an update within 1–2 business days.

7.2 Missing or Lost Packages

If the shipping carrier marks your package as “Delivered” but you have not received it, contact us within 7 days of the “Delivered” date (per Section 4.2 of our Refund Policy). We will work with the carrier to trace the package (e.g., checking for delivery to a neighbor, apartment office, or safe drop location).
If the carrier confirms the package is lost, we will offer you a choice: a full refund (to your original payment method) or a free reshipment of your order—this will be processed within 2–3 business days of the carrier’s confirmation.

7.3 Incorrect or Incomplete Shipping Address

If you provide an incorrect or incomplete shipping address (e.g., missing apartment number, wrong city), your package may be returned to us by the carrier. In such cases, we will notify you via email, and you will be responsible for paying a second shipping fee to reship the order (we will not refund the original shipping fee).
To avoid this, please double-check your shipping address during checkout—you can edit the address until you confirm your order (once confirmed, address changes are not guaranteed).

7.4 Damaged Packages

If your package arrives damaged (e.g., broken packaging, leaking products), contact us within 14 days of delivery (per Section 1.2 of our Refund Policy) with:

Your order number
Photos of the damaged packaging and product
A description of the damage

We will arrange for a full refund or free reshipment (at your choice) and may ask you to return the damaged items (with a prepaid shipping label provided by us).

8. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes in our shipping partners, delivery options, or legal requirements (e.g., new international shipping regulations). When we make changes:

We will update the “Last Updated” date at the top of this page.
The revised policy will take effect immediately upon being posted on the Site.
Your continued use of the Site or placement of orders after the revised policy is posted constitutes your acceptance of the changes.

We encourage you to review this policy periodically to stay informed about any updates.

9. Contact Us

If you have any questions, concerns, or need assistance with shipping (e.g., tracking updates, delayed orders), please contact our customer service team at:

Email: [email protected]

We aim to respond to all shipping-related inquiries within 1–2 business days and resolve issues promptly.

Thank you for choosing Touchlans—we appreciate your patience as we work to deliver your hygiene essentials safely and on time!