Shipping & Returns
This Online Purchase Information governs purchases made through the website. Please read these terms and conditions before placing your order. By placing your order online, you have agreed to the following terms and conditions.
We ship most of the products from China. After an order has been placed, your items will be sent out within 2-5 business days. For most of the items it would usually take 10-15 business days for shipping (U.S.) and 30+ business days delivery to other countries (China Post).
Due to the popularity of certain items in our catalog, shipping times may take longer than the estimates and up to 35 business days. If your order hasn't arrived within 45 business days of the date of original purchase, contact our support team for a full refund of your purchase. (This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).
Your multiple-item order will generally be shipped separately, due to different warehouse locations for various items. This means you may receive part of your order before the rest of it, and this is completely normal. Unfortunately tracking information is not always available. Thank you for your patience and understanding!
Delivery and mail theft is continually on the rise, especially during the holidays and with each shipment we provide a tracking number either through FedEx, UPS or USPS.
If for some reason, your delivery is stolen and we can verify with the tracking number that the shipment was delivered, we do not take responsibility and ship another order for free nor do we provide a refund.
Sadly we are not responsible for any lost or unclaimed packages. Please contact your local post office to inquire where your package may be - sometimes it's held at your local main post office branch for you to pick up.
We encourage all of our customers to utilize a secure post office box, drop box or have it held at a local FedEx or UPS station to avoid this concern. Additionally, if the products delivered are perishable and perish during this delay, troygear.com.com does not accept responsibility nor provide a refund.
We cannot ship to P.O. Boxes. Unfortunately, we cannot accept a post office box for shipping purposes because our shipper only delivers to street addresses.
We cannot guarantee the delivery timeframe if the post office has any unexpected delays due to holidays, weather, customs, or other conditions. Delivery times may vary, especially during peak periods.
We are not responsible for import duties taxes and customs fees. Please choose some local sellers, if you cannot wait patiently in the shipping time we declared.
Please double check to make sure your shipping address is correct. If an item is returned because of wrong address, you will be required to pay additional shipping charges.
We appreciate your patience if you haven't received items in 30 days. If you are concerned in any way, please feel free to contact us via the contact form instead of leaving negative/neutral feedback or opening a dispute. We will make every effort to fix any problem (resend or refund any missing item).
Where can I look up my order status?
Simply go to this page: Track My Order and enter your order number and email address.
Why do I not get FREE SHIPPING?
Shipping is calculated based on a number of factors including the shipping method, the weight of the items purchased, the country of manufacture and the destination of the package.
Do you provide international shipping?
Yes, but certain items on our online site may be unavailable for international shipping. International shipping is calculated based on a number of factors including the shipping method, the weight of the items purchased, the country of manufacture and the destination of the package. All customs, taxes, import duties, brokerage fees, or any additional charges by your local government are the responsibility of the recipient.
Important: Customers with shipping addresses outside of the U.S. shipping zone are solely responsible for all duties, import taxes and brokerage fees. These are not included in the cost of shipping or handling of your order. Customs, duties, and taxes vary widely from country to country; please check with your local customs agency for details on estimated costs. Customs, duty, and taxes are non-refundable: so if you refuse a shipment because of unexpected import fees, the cost of the original shipping, any brokerage/customs/duty/taxes, and any return shipping charges will not be refunded.
How do I change my delivery address?
Please contact us as soon as you realize you need to change the delivery address as once it is shipped we cannot change the address.
Why didn't I get a Tracking Code?
You will receive an automated tracking number via email from USPS, UPS or FedEx after the order has been fulfilled and ready for shipment; there is no need to request a tracking number. Unfortunately tracking information is not always available.
Is shipping included in the prices?
If product name includes 'free shipping', then you will do not need to pay for shipping cost. Not every product has free shipping and varies from country to country.
Will my items be sent in one package? For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping. Please keep this in mind when receiving deliveries.
How do I return / exchange an item?
So if for any reason you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 7 days of receipt. To arrange a return, please email us with your full name and order number letting us know whether you require an exchange or refund. Returns or exchanges sent to us without a note cannot be processed. The cost of returning the item to us is your responsibility and the item is your responsibility until it reaches us. We will not refund postage costs unless the item is faulty or is a mistake made through us.
Returns for refund
Any returned items will be refunded as soon as possible upon receipt. We will minus the cost of the initial postage fee. You will be notified by e-mail as soon as this has been done. If a discount was applied to your original order, the amount refunded will be adjusted accordingly.
We have a limit of 5 promotional free items / giveaways per order.
This is a team of just two people. Sadly we can't afford the costs of services that large companies like Amazon or Target could provide. Due to the small nature of our company, we cannot be lenient about our refunds and exchange policies. Thank you for understanding.