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 protected]
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 [email protected] with your first and last name and order number