Customer Service
Welcome to touchbaseusa.com Customer Service
Here you will find the answers to your questions about shopping on this site, your order, payment options and more. Simply select from the categories below for complete information.
Shipping
Item Availability
Shipping Methods and Rates
Payment
Payment Options
Sales Tax
Your Order
Order Status
Tracking your order
Cancellations
Returns
Return Policy and Instructions
Exchange
Shipping
Item Availability:
When shopping, the sizes and color currently available for each item
will be listed in the drop-down menus for you to select and add to your
shopping bag.
By placing an item in your shopping bag, the item is not reserved.
Items are reserved after the checkout process is completed. This may
result in an unavailable item being listed as available. We will send
you an email if this happens to your order.
Most orders for In-Stock items begin the order process as soon as your
online purchase is completed. Your In-Stock item will be shipped once
the item is located in stock, your payment is approved, and the receiving
address is verified. You will not be charged for any item until it is
shipped to you.
Please note: Expected shipment times appearing in the Shopping Bag
specify when an item is expected to leave our warehouse, not when the
item will arrive at its final shipping destination. After your order
leaves our warehouse, delivery times vary according to the shipping method
you select during checkout and the location of your shipping address.
Shipping Method and Rates:
Currently, Touchbase ships strictly to the contiguous 48 U.S. states,
plus Alaska and Hawaii. Shipments to International destinations and U.S.
territories (such as Puerto Rico and Guam) are unavailable.
Depending on the item(s) you purchase on Touchbase website and the
location to which the items will be delivered, different methods will
be available. Each shipping method has its own restrictions and charges
that will be applied to your order.
At checkout, you will be prompted to choose a shipping method for your
item(s). Shipping costs are dependent on the destination of your order
and the shipping method you select. Your total shipping charges will
automatically compute during checkout prior to the completion of your
order.
In order to make purchases at touchbaseusa.com, you must have both
a shipping address and credit card billing address within the United
States. In addition, the issuing bank must be based in the United States.
Also at this time, Touchbase does not ship to PO box addresses.
General Shipping Information:
UPS Ground delivery
- Delivery within 5-7 business days
- Service Monday through Friday
- Signature required
- Shipment confirmation with tracking number provided via email
- Shipping rates (detailed below)
UPS 3-Day SelectSM Delivery
- Delivery within 3 business days
- Service Monday through Friday
- Signature required
- Shipment confirmation with tracking number provided via email
- Shipping rates (detailed below)
UPS 2 nd Day Air ® Delivery
- Delivery within 2 business day
- Service Monday through Friday
- Signature required
- Shipment confirmation with tracking number provided via email
- Shipping rates (detailed below)
UPS Next Day Air Saver ® Delivery
- Delivery the next business day
- Service Monday through Friday
- Signature required
- Shipment confirmation with tracking number provided via email
- Shipping rates (detailed below)
Delivery to Alaska and Hawaii
- Add $10.00 to shipping rates (detailed below)
Shipping Rates:
Your shipping costs will vary depending on the value of your order:
Order Total |
UPS |
Ground |
3-Day
SelectSM |
2
nd Day Air® |
Next Day
Air Saver® |
$0.00 - $49.99 |
$5.95 |
$10.95 |
$16.95 |
$26.95 |
$50.00 - $99.99 |
$6.95 |
$11.95 |
$17.95 |
$27.95 |
$100.00 - $149.99 |
$7.95 |
$12.95 |
$18.95 |
$28.95 |
$150.00 - $249.99 |
$9.95 |
$13.95 |
$19.95 |
$29.95 |
$250.00 - $49.99 |
$11.95 |
$15.95 |
$20.95 |
$30.95 |
$500.00 - $999.99 |
$17.95 |
$21.95 |
$26.95 |
$36.95 |
$1000.00 - $1999.99 |
$32.95 |
$36.95 |
$41.95 |
$51.95 |
$2000 - Up |
$51.95 |
$55.95 |
$60.95 |
$70.95 |
UPS, UPS brandmark, and the Color Brown are trademarks of United Parcel
Service of America, Inc.
All Rights Reserved.
- Orders are shipped on business days only. Business days are Monday-Friday,
excluding federal holidays within the United States.
- Your order must be received and your credit card authorized by 12:00
p.m. (noon) PST or your order will not be processed until the following
business day. This applies to all shipping methods, including Overnight
delivery.
- Orders with shipping destinations in Alaska or Hawaii require 2-3
additional business days for delivery.
Payment
Payment Options
Credit cards accepted:
Other payment method:
We do not accept:
Important Information About Payment
- Credit Cards are not charged until order items are shipped
- Debit and Bank Check Cards may reflect deduction of funds immediately
upon order.
- For your security, your billing name, address and phone number must
match that of the credit card used for payment. We reserve the right
to cancel any order that does not match these criteria.
Sales Tax (CA ONLY)
Touchbase charges sales tax for orders shipped to California. Recipients
of orders shipped to other states are responsible for complying with
state and local tax laws.
Your Order
Order Status:
The status of your order is easy to find.
Check your email. You were required to enter an email address during Checkout. You will receive emails at your address keeping you up-to-date about the status of your order.
Contact us. If you still have questions about your order, please contact us via email at customerservice@touchbaseusa.com
Tracking your order
When can you track your order?
It may take up to 48 hours or longer before the package is checked into the carrier’s tracking system. That means even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours or more.
Orders placed on touchbaseusa.com may be delivered by one of several different carriers and shipping methods. Therefore, tracking availability may vary depending on the type of item you purchased, the shipping method you selected during Checkout, and the carrier that is delivering your item(s).
Cancellations:
Cancellations Due to Order Processing Difficulties
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
Item(s) not available.
Difficulty in processing your payment information.
Cannot ship to address provided
Duplicate order was placed.
If your order is cancelled, you will receive an important notice regarding your order via email, which will explain the reason for the cancellation. You will not be billed for any cancelled items.
Changing or Canceling your Order:
You may only cancel your order if you receive an email notifying you that:
One or more items in your order is on backorder. (You may only cancel the backordered items.) Please contact us immediately by email at customerservice@touchbaseusa.com
if you wish to cancel these items or to cancel the complete order.
Returns
Return Policy and Instructions:
Your satisfaction is our priority, if you are not satisfied with an item you purchased, you may return the item within 30 days of delivery. Return items should not be used, washed and must be sent back in their original packaging, with store tags attached.
To send an item back to us, pack the item securely and enclose the Touchbase, Inc. invoice that arrived with your package. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries. You may use any shipper you like, for your protection, we recommend that you use UPS or Insured Parcel Post for your return. Touchbase, Inc. will not responsible for lost return shipments. Please keep the Return Tracking Number from the package you are returning to ensure that the package is returned. Ship the return package to:
Touchbase, Inc.
Returns Department
981 Industrial Road, Ste. E
San Carlos, CA 94070
Once we receive your return package, please allow 1-2 weeks for processing. We will send you an email notification when your refund has been processed. You can expect a refund in the same form of payment originally used for purchase. Please note that your original shipping costs will not be refunded.
Exchanges:
Due to our rapidly changing store inventory, Touchbase, Inc. does not process exchanges. We suggest that you send your merchandise back to us for a refund, and place a new order with us at any time.
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