Returns and Exchanges
We at Tourance, Inc. create our products with great care in the US. We pride ourselves on producing luxurious products that bring you maximum comfort and joy.
For online orders, if you are dissatisfied for any reason with a purchase from this website, you may return it for a refund or exchange within 30 days of receipt of purchase. Please note that you are responsible for cost of shipping the item back to us.
For wholesale orders, returns have to be within 30 days of purchase. Please note that you are responsible for cost of shipping the items back to us. From 30 days – 60 days of purchase, returned items will be charged 15% restocking fee. After 60 days of purchase, items can’t be returned, refund or exchanged. All returns after 30 days have to be approved by Tourance.
All returns must be unused, unwashed, in the original packaging, from a smoke-free environment, and have all applicable tags still attached.
Call us at (415) 252-7277 or email firstname.lastname@example.org with your order number ready.
If you purchased your Tourance product from one of our retail distributors, website partners, or a third party, please contact that company directly regarding their return and exchange policy.
Products that are made to order, have been personalized, monogrammed, or altered cannot be for refunded or exchanged.
Any refund will be processed within 1-2 weeks after we receive the returned items and will be credited back to the original payment method.
If you have any questions regarding our return policy, or whether your purchase may be returned, please call us at (415) 252-7277 during our regular business hours: Monday through Friday, 9am to 5pm. PST. You may also contact us through email at email@example.com.
We accept Visa, MasterCard, American Express, and Discover cards. No orders will be processed without proper payment authorization. Payment will be collected once the order is placed.
Order confirmations are automatically sent to the billing email address given by you during checkout. If upon placing your order online, you don’t receive an email confirmation within 24 hours please contact us immediately at (415) 252-7277 or email firstname.lastname@example.org.
Upon receiving your order confirmation via email please review all aspects of the order for data accuracy.
Sales Tax for California Residents: Tourance, Inc. is a registered corporation in the State of California and is responsible for collecting applicable state sales tax on all orders having an California business address and/or shipped within the state of California. We will automatically calculate this tax on all orders shipped within the state of California.
As direct manufacturers of our own products we strive to process your orders as soon as possible so that our fantastically soft and luscious products make it to your door promptly.
Typical Order Processing Speed
Our offices are staffed 5 days a week, and our fulfillment hours are Monday through Friday, 9am to 5pm PST. We are generally closed on weekends and most holidays.
All Tourance products are made in small batches to ensure quality. As such, we keep on hand only a limited stock of our product lines. While most orders will be shipped out within 1 business day, some orders may require three to five days of lead time.
During the holiday, retail customers should place orders 14 days ahead to give the best chance of receiving all requested items.
If we learn that a product you have ordered is out of stock or on backorder, or that there will be a backup in production, we will attempt to contact you as soon as we are made aware that any problem exists with a shipment date. If you need to verify stock information and availability prior to placing your order contact us at email@example.com.
Shipping Time Frames
If you ordered our products on this website, we will send them to you via UPS from our studio in San Francisco. Please allow 3 business days for deliveries to the West Coast, and up to 7 business days for deliveries to the East Coast.
All orders require a signature, so please ensure you provide a delivery address that will enable someone to sign for the parcel. If no one will be home to sign please make sure it is stated in the note of your order. This is to ensure that your package got delivered.
Delivery is not available on the weekends or national holidays. Due to quantity of Holiday orders processed, please allow 14 days for shipping and handling.
We strive to offer FREE shipping on our items. Those items that qualify for Free Shipping are clearly marked on each individual product page. For those items that do not qualify for Free Shipping, please refer to the shipping and handling estimates provided during checkout. When applicable, fees are calculated according to the weight of the merchandise in your order.
Important Note: Some items (such as our throw pillows) have an added shipping charge due to their size in addition to the regular shipping and handling. These additional fees will be noted on the product details page and will be added to the standard shipping fee (which are outlined in the chart below), at check out.
UPS and Fed Ex will not ship to a P.O. Box; therefore, all orders must be shipped to a physical address.
Order Status & Tracking
To track a package or check the status of your order, you must first sign in to your personal account using your email address and password. Once you are logged in, click “view order status” to see a listing of all orders that you have placed. Click either the “view” button to see order details or the “track” button to track a package. Please note that if you did not place an order using a customer account, tracking and order details is not available.
Alternately, please email us at firstname.lastname@example.org with your first and last name and order number
Our policies relating to the transfer of personally identifiable information from the European Union (“EU”) to the United States are contained in our European Safe Harbor Policy.
Information We Collect
We may collect two types of information from users of the Site: “personally identifiable information” which means any information by which a user can be personally identified (such as name, e-mail address, mailing address, phone number, billing and account number, credit card information, and other information incidental to providing goods and services) and “aggregate information” which means information that would not permit the personal identification of a user (such as IP address, frequency of visits to the Site and Site pages most frequently accessed).
Collection and Use of Personally Identifiable Information
Tourance collects personally identifiable information that is voluntarily provided by users of the Site, such as when placing an order on the Site, establishing an account, contacting us with a question or comment, utilizing an “Email to a Friend” feature, or signing up to receive emails about our latest products and services. In addition, Tourance may from time to time conduct surveys on the Site where users can voluntarily participate and provide personally identifiable information. We may maintain a record of your purchases or the types of products that appeal to you. By providing personally identifiable information to us, we are better able to match your interests. Tourance may use your personally identifiable information for various purposes such as to help us improve the Site, to better tailor our products, services and marketing efforts, and to provide content on the Site or inform you of upcoming promotions and other product or service offerings that may be of interest to you
Collection And Use Of Aggregate Information
Tourance also collects aggregate information, which is used in a collective manner, and no individual person can be identified by this compiled information. The types of aggregate information we collect include frequency of visits to the Site, search terms entered, Site pages most frequently accessed; location, age or gender of users; and types of products that are of greatest interest to our customers. By knowing more about the general profile or our customers (without identifying any specific individual characteristics), we believe we can improve your shopping experience.
Sharing, Selling And Trading Personally Identifiable Information Collected Online With Third Parties
In addition, the Tourance Parties may share or transfer personally identifiable information to unrelated third parties: if required to do so by law or to comply with a legal requirement, judicial proceeding, court order, or legal process; to investigate a possible crime, such as fraud or identity theft; or when we believe it is necessary to protect the rights, property, or safety of the Tourance Parties or other persons.
We may use certain aggregate information for research or marketing purposes and may share, trade or publish that aggregate information and statistical data derived from such information with our parent, affiliates or third parties for research or marketing purposes. We do not use aggregate information to identify a particular user.
We use a third-party service provider to serve ads on our behalf across the Internet. They may collect anonymous information about your visits to our Web site, and your interaction with our products and services. They may also use information about your visits to this and other Web sites to target advertisements for goods and services. This anonymous information is collected through the use of a pixel tag, which is industry standard technology used by most major Web sites. No personally identifiable information is collected or used in this process. They do not know the name, phone number, address, email address, or any personally identifying information about the user. If you would like more information about this practice and to know your choices about not having this anonymous information used by our third party service provider, please click here.
The security of your personally identifiable information is important to us and Tourance is committed to handling such information carefully. We maintain physical, electronic and procedural safeguards to guard your personally identifiable information. We use secure socket layer (“SSL”) technology to protect the security of your payment information and we encrypt your personally identifiable information when it is sent over the Internet. No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, while we strive to use commercially acceptable means to protect your personally identifiable information, we cannot guarantee its absolute security.
Limitations on Liability
IN NO EVENT WILL TOURANCE, OR ITS AFFILIATES, OR ANY PARTY INVOLVED IN CREATING, OPERATING, PRODUCING, TRANSMITTING OR DELIVERING THIS SITE OR ITS PRODUCTS OR SERVICES BE LIABLE IN ANY MANNER WHATSOEVER FOR ANY INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOST PROFITS, LOST DATA OR BUSINESS INTERRUPTION) ARISING OUT OF THE USE, INABILITY TO USE, OR THE RESULTS OF USE OF THIS SITE, ANY SITES LINKED TO THIS SITE, OR THE MATERIALS, INFORMATION OR SERVICES CONTAINED AT ANY OR ALL SUCH SITES, WHETHER BASED ON WARRANTY, CONTRACT, TORT OR ANY OTHER LEGAL THEORY AND WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE FOREGOING LIMITATIONS OF LIABILITY DO NOT APPLY TO THE EXTENT PROHIBITED BY LAW. PLEASE REFER TO YOUR LOCAL LAWS FOR ANY SUCH PROHIBITIONS.
IN THE EVENT OF ANY PROBLEM WITH THIS SITE OR ANY CONTENT, YOU AGREE THAT YOUR SOLE REMEDY IS TO CEASE USING THIS SITE. IN THE EVENT OF ANY PROBLEM WITH THE PRODUCTS OR SERVICES THAT YOU HAVE PURCHASED ON OR THROUGH THIS SITE, YOU AGREE THAT YOUR SOLE REMEDY, IF ANY, IS A RETURN AND REFUND FOR SUCH PRODUCT OR SERVICES IN ACCORDANCE WITH THE RETURNS AND REFUNDS POLICIES POSTED ON THIS SITE.
The Site uses “cookies” for the purpose of facilitating the gathering of aggregate information. Cookies are pieces of information which websites transfer to your computer’s web browser for storage on your computer’s hard drive. In addition, cookies on the Site may contain information (such as a unique user ID), which tracks the pages of the Site you have visited. This information allows us to make updates to enhance your experience including through recognizing your preferences to make shopping easier for you and providing you with a customized experience. If you wish not to utilize cookie technology, this feature may be disabled within your web browser. You may use the Site without restriction even if you have blocked cookies on your browser.
Additional Privacy Protections For Children Using The Internet
In the event that Tourance or its parent or any affiliates is acquired (whether by sale of assets or ownership interests) by or merged with a third party entity, we reserve the right, in any of these circumstances, to transfer or assign the personally identifiable and aggregate information we have collected from visitors to our Site as part of such merger, acquisition, sale, or other change of control. In the unlikely event of our bankruptcy, insolvency, reorganization, receivership, or assignment for the benefit of creditors, or the application of laws or equitable principles affecting creditors’ rights generally, we may transfer your data to a successor or to a third party that purchases our assets arising from such circumstances.
You may elect not to receive promotional communications from Tourance in connection with the Site. If you have established an account or signed up for our email list, you will have an opportunity to opt-out of receiving promotional emails from us by click on the Manage My Subscription link at the bottom of the email.
Please note that removal of user information from our database or “opting-out” will not stop marketing or advertising content that is generated for distribution or is otherwise queued for transmission to you prior to the time when we can implement your request.
If you establish an account, you may receive certain types of communications even if you have not opted-in to receive them because these types of communications may be necessary in order to maintain an account on the Site.
User Requests and Corrections of or Questions Relating To User Information
If your name, e-mail, postal address, telephone number or other personally identifiable information changes you can make changes on your ecommerce tourance.com account at My Account at www.tourance.com/my-account/. If you have a request or question relating to such information you can email us by clicking Contact Customer Service Department.
European Safe Harbor Policy
To the extent that we transfer any personally identifiable information from the EU to the United States, we take reasonable steps to assure that the information which is transferred is reliable for its intended purpose, accurate, complete, and current. We also take reasonable measures to protect such personally identifiable information from loss, misuse, unauthorized access, disclosure, alteration, and destruction.
Any third party that assists us in processing or maintaining our database of personally identifiable information is required by us to agree to provide at least the same level of privacy protection as is mandated by the Safe Harbor Principles described in the EU Data Directive.
We are committed to educating our employees, customers, and users about compliance with the EU Data Directive. If you have any questions, concerns, or complaints about our compliance with the EU Data Directive, please contact us at the address provided above. We will provide details regarding the process to be followed when filing a complaint.
We will investigate and attempt to resolve complaints and disputes regarding use and disclosure of personally identifiable information in accordance with the principles of the EU Data Directive. Any other controversy or claim arising out of or relating to our adherence to the EU Data Directive, or the breach thereof, shall be settled by arbitration administered by the American Arbitration Association (“AAA”) in accordance with its applicable commercial rules, provided, further, that any arbitrator shall be either an attorney or retired judge having significant and recognized experience with and knowledge of privacy issues and information technology. The arbitration panel should apply New York law, without regard to its conflict of laws principles, as well as the Safe Harbor Enforcement Principle issued by the U.S. Department of Commerce www.export.gov/safeharbor/SHPRINCIPLESFINAL.htm. In addition, the exclusive location for such arbitration shall be New York, NY. All decisions of the arbitration panel shall be final and binding on the parties, which waive any right to further appeal the arbitration award, to the extent an appeal may be lawfully waived.