SHIPPING AND DELIVERY
YES! Most of our shipping goes to European Union countries, but also outside EU like: Norway, Great Britain and Switzerland. But not only. We have a history of shipping to Dubai, Russia, Senegal, United States and Canada.
YES! All purchases in our website are guaranteed maximum security! TOROZ takes internet payment security very seriously.
When you order online, you data is secured by the SSL protocol (Secure Socket Layer). And the payments are provided by trusted payment services such as: Google Pay, PayPal, Stripe, Payu
Our shipping fees depend on the country where the package is shipped and the volume and weight of the items. In the European Union, prices are between 14 -25 EUR for a standard, up to 30 kg package.
Larger size parcels, like boards, and small obstacles are shipped with international transport and the prices are higher than standard packages, because of the size and weight.
BIG structures, like Race Obstacles and Training Rigs are delivered by us or international transport and the cost of delivery must be validated individually for each purchase. Please email us contact@toroz.eu if you want to check the costs for your country, and you are interested in the BIG equipment.
95% of our orders are ready to send the next day after you ordered. And can be picked up by the shipping company. From that point the time of delivery varies for different countries. But usually takes about 2-5 days.
Larger size parcels, like boards, and small obstacles need to be shipped with international transport and the time of delivery might get longer than usual 2-5 days, if you want to know exactly how long will it take, contact us before buying.
BIG structures, like Race Obstacles and Training Rigs are delivered by us or international transport and time of delivery must be validated individually for each purchase, because it need to includes the time of production. Please email us contact@toroz.eu if you want to check the terms of delivery to your country, if you are interested in the BIG equipment.
Once the items are ready to be shipped, we will send you an e-mail to notify you that your parcel has been dispatched. The e-mail includes a link to the shipping company website. From there on, you will be able to track the status of your order on the shipping company website. You can also check your order´s delivery status in your account. We mostly send packages with FEDEX.
When the delivery is made, it is important that you examine the package for signs of damage, loss, or theft. If the package is open and/or damaged (the security seal is broken), and the contents also appear to be damaged, be sure to open and check the contents with the delivery driver. If the contents are indeed damaged or the package is incomplete the customer must refuse the order. Be sure to contact customer service to report the incident. The driver´s verbal acknowledgment cannot be used as proof of your claim.
We strongly recommend recording a video while opening the package so that, in the event that you need to file a damage claim, you can successfully prove the damage or missing items. Claims may be rejected if they are submitted without photos or videos taken at the time of delivery showing the damaged package or demonstrating the loss of the items, and/or without a copy of the report completed by the driver at the time of delivery, and/or without an invoice or receipt proving the value of the goods. You must send us your claim in writing within 24 hours of the date of delivery. We cannot accept or process any claims for deliveries over 24 hours.
We may have the parcel returned to us because the courier was unable to deliver the parcel to your address.
If the parcel could not be delivered within 2 weeks, it will be returned to us. If we receive your parcel returned, it may be for the following reasons:
- The address is incorrect.
- No one has been able to pick up the parcel during the 2 week period at the collection point.
- The parcel has been refused by the customer. For orders shipped outside of the European Union, any parcels returned to us due to the customer refusing to pay local duty will be refunded LESS the original shipping costs.
TAX AND VAT
When placing your order, under your private data (name, and address) you will have a place with a checkbox to pick additional document - invoice. It's “do you want an invoice”. Mark the checkbox and write your invoice data (name, address and vat number or tax ID if you want a company invoice) in the field of invoice description.
Unfortunately, an invoice cannot be changed once it has been issued. When placing your order, be sure to indicate the correct information that you want to have on your Invoice.
For orders being shipped to private customers, to countries within the European Union, VAT is already included in the product prices you see on our website.
For orders being shipped to countries out of the European Union, the VAT can be excluded from the product prices you see on our website. However your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. The courier will charge you any taxes or customs directly. As taxes and customs may also depend on product category as well as declared amount, we are not able to provide you with any further details. We would recommend you to consult your local Customs office, which will happily assist you with further information.
If you place your order as a company and dispose of an international VAT number, we happily subtract VAT from your invoice. You can check if your company is an active international Vat payer on the VIES database, here: https://ec.europa.eu/taxation_customs/vies/#/vat-validation We kindly ask you to first place your order and provide your company information. Then, once your order has been shipped, the VAT will be removed from your invoice and you will receive a refund of the difference by a bank transfer. There for we will need you to send us an email, with your bank account number and the SWIFT code of your bank. The bank data, needs to be own by the same company as the invoice.
PAYMENT
Our main payment service for quick payments and credit card service is STRIPE, you can use also PayPal, Google Payments and PayU. For Poland customers can also use Przelewy24 and BLIK
If you want to use a regular bank transfer here are our bank data
For EUR payments IBAN PL 56 1930 1943 2470 0441 7280 0004
For PLN payments IBAN PL 40 1930 1943 2470 0441 7280 0001
Bank SWIFT POLUPLPR
Please verify that your credit card number and expiration date are correct. Also, please note that we accept Visa, MasterCard, JCB, American Express and Maestro for credit card payments.
Sometimes your bank can hold the money on your card during a security time, to make sure that you really want to make the purchase. This is especially common if you do not shop online very often; If you have tried to make multiple purchases in a short period of time; Or if your card is very new.
We recommend that you call your bank to notify them that you have tried to buy from an online store. This way they can confirm your identity and enable its use. In any case, if the error messages come from your bank and not from our store, we recommend that you call your bank first to get more information about it.
If you are sure that the money were not taken from your account, now you should make a new order.
Once you have placed your order, and you have chosen a quick payment method you have 30 minutes to finish the transaction. If not the purchase will be automatically canceled.
If you have placed and order with regular bank transfer method you have to pay within 7 days. On the 8th day we will cancel your order.
MY ACCOUNT
In MY ACCOUNT you always have access to all your orders, correspondence with us, returns, and have access to your points and benefits of our VIP customers program. You can also change any preferences of your newsletters, contact us directly or rate your bought items to obtain extra bonuses.
When placing an order, your account will be automatically created and you can always log into MY ACCOUNT by using your e-mail and chosen password.
If you forgot your password, you will need to enter your email address and click on the ´send´ button. You will receive an email with a link in it (please note: this email may take some time to reach you and could appear in your spam / junk folder). Click on the link in the email when you receive it, and you´ll be prompted to enter a new password.
RETURNS
You have the right to return your purchased item/s without having to give a reason, at any time within 30 days beginning the day after the day on which you received the goods. You can return any item within 30 days, as long as the item/s is/are in perfect conditions, unused. We only ask you to please send us an email before you send back the package with information’s:
- What are you returning
- What is your Bank Account number to return the money with SWIFT code of your bank, and Name of the owner of the bank account number.
The items are your responsibility until they reach us, so make sure it’s packed up properly and can’t get damaged on the way! We recommend you obtain a proof of shipping. Our returns address is: TOROZ Sp. Z o.o. ul. Uczniowska 48-50, 80-530 Poland, mobile number +48 507 656 154, email: contact@toroz.eu
Once your return has been processed, we will refund you and send you a confirmation email. You will receive the money in your account between 4 and 10 days approximately depending on the payment method used when placing your order and your bank.
If you return an because it does not suits you, return fees have to be paid by you. If you return a damaged or faulty item, , of course we will organize a pick up on our cost. Returning a damaged item must have proof that it was not made by you. Please make sure that you have a video or pictures of the unpacking process.
WARRANTY
If you detect that the item has a manufacturing and / or functional defect, you can file a warranty claim.
To process your warranty we kindly ask you to provide us with a brief description about the defect as well as at least one picture where the damage/defect can be shown. Pictures can be attached directly to the email.
We are unable to accept reclamations for the following defects:
- Damaged due to incorrect or intense usage.
- Color fades
- Damaged due to external factors, such as friction, sharp objects or chemicals.
For regular customer and private use it’s 24 months.
For company customers and commercial use (for example: gym’s, races, etc.) it’s 12 months.