FAQ

U.S. Shipping & Returns

If you don't like the sunglasses after shipping or you find some problems with them, Torege allows you to return or exchange the accessory. You have 60 days to get them back to us BUT in their original condition.

How to do the process:

You need to have:

1. Order Number
2. Email address associated with your order
3. You should have access to the above email
4. Obtain a Return Authorization number by emailing support@torege.com. Please provide a copy of your order number and confirmation in the email.

If you have those three things, then you're ready to return the glasses back.

1. Log in to https://www.torege.com 2. Scroll down to the bottom of the page
3. On the right side of the page, under the "Support" column, click the "returns" link.
4. After clicking on "return" you will be redirected to our return page. Then put in the email that is associated with your order.
5. Click the "Find Your Order" button. After you will find the notification to check your email.
6. In the email, you will see a prompt to get start the return. Go ahead and click the link.
7. Select the items which are going to be returned. Also, select the reason for which they are being returned. This helps us make our products even better!
8. Once the item and the reason have been selected, scroll over to the upper right-hand corner and click "return".
9. Feel free to leave us comments! We appreciate all feedback! And then click "Confirm"
10. Once the return is confirmed, this page will appear. Download the return label by clicking the left-hand side link, print out the slip, and tape it on the box to send it back! If you would like to shop with an instant refund. Use that code given in the gray box at check out!

Exchanges

— Just enter the email you used to place your order, and click, "Find Your Order."

— Once you've clicked, we'll send you an email to initiate the process.

— We'll ask you a few questions about why you are exchanging the item.

— Then we'll issue you a return label.

— Once you finish the steps on your end, you are immediately issued a store credit, feel free to shop with that!

Here are some step-by-step instructions for return.

You'll need the following things:

1. Order Number

2. Email address associated with your order

3. You should have access to the above email

4. Obtain a Return Authorization number by emailing support@torege.com. Please provide a copy of your order number and confirmation in the email.

If you have those three things, then you're ready to return.

1. Log onto www.torege.com.

2. Scroll all the way down to the bottom of the page

3. On the right-hand side of the page, under the "Support" column, click the "returns" link second word from the top

4. After clicking on "return" you will be redirected to our return page. While there put in the email that is associated with your order.

5. Once, click the "Find Your Order"! The button you will see on this page. Just as it says, it's time to check your email.

6. Once you found the email, you will see the following with a prompt to get start the return. Go ahead and click the link.

7. Select the items which are going to be returned. Also, select the reason for which they are being returned. This helps our support team a butt load to help with making our products the best they can be!

8. Once the item and the reason have been selected, scroll over to the upper right-hand corner and click "return"

9. Feel free to leave us comments! We appreciate all feedback! And then click "Confirm"

10. Once the return is confirmed, this page will appear. Download the return label by clicking the left-hand side link, print out the slip, and tape it on the box to send it back! If you would like to shop with an instant refund. Use that code given in the gray box at check out!

When we have the return back in our HQ, our support team will issue a refund for your item or what is leftover from your instant refund!

Please Note:

All refunds for returns include only the price you paid for the products without the shipping charges. That difference is the shipping cost from us to you. We cover the shipping from you back to us.

Once we've received your package, your return will be processed within 2 business days. You will be notified via email by address listed on your order when this transaction has taken place.

After we have issued the refund, it will take up to 3 business days for the funds to be placed back on your credit card, Paypal, or Amazon accounts.

We are sorry you aren't happy with your purchase, but let's get this done! It is possible we were only given a phone number to send SMS updates to. No worries, go ahead and shoot us an email at support@torege.com to see if this is the case!

If it is, please wait 24 hours before initiating the return. Your email needs to sync with the returns system.

Listed below are the instructions to start a return or exchange after your email has synced!

torege.returnscenter.com

— Just enter the email you used to place your order, and click, "Start a Return."

— We'll send you an email to initiate the process.

We'll ask you a few questions about why you're returning the item.

Then we'll issue you a return label.
Once you finish the return on your end, you are immediately issued a store credit, feel free to shop with that!
When we get your items back to the office, we'll go ahead and issue you a refund of the remainder of the credit.

A shipment confirmation email with a tracking number will land in your inbox shortly after we ship your order. Please allow the tracking link about 24-48 hours to show any updates.

You can track your order directly through our website(Track My Order). Please make sure to have your order number and email to look up your order.

For additional courier tracking, you can also visit the:

— DHL e-Commerce Tracking
— USPS

For domestic orders, we offer two shipping options: Standard and Express Shipping

After processing, it varies on the type of shipping selected at checkout. Please note these are estimated delivery times and we cannot guarantee that you will receive your order in the timeframe stated below.

Processing will take 1-3 business days. (Processing time may vary for Black Friday or Cyber Monday orders every year)

Standard shipping is 4-6 business days once shipped.

Express Shipping is 2-4 business days once shipped.

PLEASE NOTE that shipping companies will vary in how fast or slow they can deliver your package. After we hand your package over to the shipping company, the time it takes for delivery is under the control of the shipping company. If your order is international please be noted that your package will need to go through an inspection at customs, which might lengthen the delivery process.

Your order is shipped from Moreno Valley, California

Our shipping uses Amazon, USPS, DHL.

We ship orders Monday through Friday. Processing of orders takes approximately 1-2 business days. Orders placed on weekends will usually ship out on Monday or Tuesday.

During sale events and promotions, please allow up to 4 full business days for us to get your order out. Rest assured our team will be working hard to get all orders out ASAP!

We offer Standard Free shipping with an estimated time range of 4-6 business days.

Express shipping in the USA varies depending on amount of your order.

We can only edit your order information until they are closed for shipping! If there are some changes that need to be made in your order.

Please let us know as soon as possible at support@torege.com. If you would like to cancel your order, please let us know before we arrange the shipment for you at support@torege.com. Please include your name and order number in your email.

The order shows as "Undeliverable"

We are so sorry about this inconvenience, please double-check that the shipping address for the order was entered correctly.

The next step we would suggest is this is the correct address, would check with your local post office as to exactly why this package could not be received! If they don't have answers, send us an email at support@torege.com so that we can go ahead and send another package out to you.

We generally would suggest trying another address, but if the first address is 100% correct, we can go ahead and try that one out again!

My package had an attempted delivery to a business while closed

This is something couriers encounter on a daily basis. Typically, they will either leave a notice for you to pick it up at the post office, or they will mark it for redelivery the next business day.

If for some reason they don't do any of the above, let us know at support@torege.com!

My order says it was delivered, but I didn't receive it.

Please note: More often times than not, this is a human error and the package is found within the business day by following the action items.

1. Confirm the shipping address entered at checkout is correct.

2. Confirm the tracking on this page says delivered: tools.usps.com

Contact USPS at the location associated with the last zip code on the tracking: m.usps.com

3. Confirm with the location that they don't indeed have it.

If you can't check off all the above, let us know at support@torege.com.

We ship orders Monday through Friday. Processing of orders takes approximately 1-3 business days. Orders placed on weekends will usually ship out on Monday or Tuesday.

Type of shipping:

— Free Shipping in US 4-6 Business days after processing
— Express Shipping in US 2-4 business days after processing
— International Shipping 10-20 business days depending on the country where you're in.
— If you ordered Express shipping, please allow for 1 business day of processing to ship out your order. Once your package has been shipped, it will arrive in 2 business days.

During sale events and promotions, please allow up to 4 full business days for us to get your order out. Rest assured our team will be working hard to get all orders out ASAP!

We accept a variety of payment methods including Visa, Mastercard, American Express, Discover cards, Western Union, and Cirrus.

Also, you can shop sunglasses on Shopify in installments.

— Split your purchases into 4 equal payments with 0% interest

— No fees

— No impact on your credit scores

Get 10% OFF by using the INSTA BUY promo code!

Order Status & Payment

Your debit/credit card will only be charged once.

If you just placed your order and you received an error at first, the second charge you are seeing is an authorization.

This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear and is "pending" (depending on your bank, usually within 48-72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.

A few possible reasons as to why your order was canceled/refunded:

— You did not respond to an important email from Torege regarding a time-sensitive email.

— You may have placed a duplicate order and we automatically refunded it to make sure you were not charged twice.

— The order was flagged as "Highly Fraudulent" and was refunded (in this case, please place an order again and provide us with the following information in the "Notes" section during checkout): Email Address, Billing Address, Last 4 digits of Credit Card/Debit Card Used

Most of the time, if this happens, it is due to a typo or, only a phone number was used at checkout!

Please contact us in support with your name, shipping address, and the email you'd like on file. They have the powers to fix it.

My order status says "Unfulfilled". What does that mean?

This means that we successfully received your order and we are currently processing it! Once your order is shipped, you'll receive a tracking number and your order status will change to "Fulfilled".

Processing time varies between 1 and 3 days before the order is shipped.

There are a couple of reasons:

Day/Time-ordered

Orders placed after 11 am PST Monday-Friday, and on weekends or holidays, will start processing the next business day

Type of shipping

Free Shipping in US 4-6 Business Days after processing.

Express Shipping in US 2-4 business days after processing.

International Shipping 10-20 business days depending on the country where you're in.

If this happens, please send a photo of your order packing slip and your item to support@torege.com. In the subject line, please put "ATTN: Shipping". Once we receive your email, we'll get back to you as soon as possible!

Card troubleshooting
— Double-check all card info

— Confirm your billing address (especially your zip code)

If you've checked these two pieces of information and still have a problem, please contact your bank and make sure they have the correct info.

Other options:

— Use another card

— Use Paypal or Amazon Pay Account

Unfortunately, no. We moved to ship out of our office and into a fulfillment center. When we did that we traded the ability to pick up orders for faster processing times.

Sales, Discounts & Gift Cards

Enter your coupon code in the "Gift card or Discount Code" section during the checkout process. Hit apply, then the discount amount will be reflected in the order total.

Sorry, but Only ONE code or promotion may be used per order. However, if you have a gift card, you can use a gift card and code at the same time.

Discount codes will not work on sale items.

If you have both sale and full-priced items in your cart, you may still use your code, and only items that are not on sale will be discounted. Or, you can save most discount codes for later.

Please take a screenshot and send it to support@torege.com. Our support team will get back to you as soon as possible.

To qualify for the group discount, orders must be a minimum of 20 pairs (in a single purchase).

Please fill out the form below and we will get back to you with a special hook up. if you're ordering less than 20 pairs. feel free to use the code "SHOP20" for 20% off your order!

Final Sale means that Items are non-returnable.

If sale items come damaged, please reach out to our support team at support@torege.com

Unfortunately, at this time, we do not have any gift options available for our products.

Product & Sizing

You can find the size guide by clicking the "Size Chart" button under each sunglasses brief description

Polarized lenses have an additional anti-reflective coating of film on them that help make your vision more comfortable by reducing reflected light such as glares you get from the sun. It blocks horizontal light waves. Looking at LCD screens, phones, computers, and car dash screens can all be corrupted while wearing polarized sunglasses.

If you don't like them anyway, you can return them with your 60 days return service. Please log onto torege.returnscenter.com

— From there, we'll shoot you an email to initiate the process.

— We'll ask you a few questions about why you are exchanging the item.

— Then we'll issue you a return label.

— Once you finish the steps on your end, you are immediately issued a store credit, feel free to shop with that!

You can get customized sunglasses at Torege. If interested, please email your ideas to support@torege.com

This could happen when you're covering your mouth. Basically when this happens their breath goes back up through their vents at the bottom.

That being said, if you wiped off your lens on the inside, you may have removed the anti-fog coating in there.

If you think this happened, you can contact us at support@torege.com

Want to keep your precious glasses in good condition? Here are a few simple steps to follow.

LENSES

— Before cleaning your lenses, double-check that no dirt, sand, or other debris is present.

— If dirt or sand is on your lenses, blow the particles off as best as you can before cleaning.

— Gently rinse your Torege with tap water that is not too hot, especially after taking a dip in the pool or in the sea.

— Next, take the microfiber wipe or cinch pouch included in your purchase or any soft cloth available to you and wipe your lens with low - medium pressure.

— Repeat this step as needed to clean your lenses.

— If needed, a tiny amount of standard dish soap can be applied to the lenses to help clean tougher stains and blemishes, but please ensure that you have completely removed all soap residue before drying.

GENERAL

— Avoid storing your Torege in extreme conditions.

— Avoid storing your Torege in your vehicle for extended periods of time.

— Clean your Torege before storing or putting them away.

— Always rinse your Torege with tap water after taking a dip in the pool or in the sea.

— Periodically wipe away sweat, oil, and other residue that may transfer onto the frame to keep your sunnies fresh.

— Wash your cinch bag periodically to help keep it clean and debris free.

DO NOT

— Use any paper products or other abrasive materials on the lenses.

— Store or place your sunglasses in high heat situations.

— Use glass cleaners as they may damage the lens coating.

— Place your Torege face down.

— Store your Torege with sharp or blunt objects that may result in damage to the lens or frame.

— Expose your Torege to extreme heat, strong detergents, or other chemicals.

— Allow saltwater and chlorine to sit on your lenses for too long without rinsing and cleaning them. Saltwater and chlorine can eat away at the lens coating.

Currently, we don't have prescription sunglasses.

Yes, all of our lenses have a UV protection layer.

Torege offers a Lifetime Warranty on all Torege Eyewear against manufactures defects as well as accidental breakage!

We cover everything from broken frames to scratched lenses. All warranties are handled through our Customer Support Team. Please contact us at support@torege.com.

But warranty DOES NOT cover loss or theft of sunglasses, intentional damage, or disposal.

Eligibility

To be eligible for Torege Lifetime Warranty, you must purchase your Torege Sunglasses from a Torege Official Website or other Torege Authorized Dealer. Both photos prove the damage and your order number will be required.

Polarized lenses have an additional anti-reflective coating of film on them that help make your vision more comfortable by reducing reflected light such as glares you get from the sun. Someone way smarter than us could probably explain that polarized lenses help eliminate reflections on the water, snow, pavement, car hoods, you name it.

Also, the majority of our shades come with UV400 protection. UV 400 is the highest level of protection your sunglasses lenses can have. They are able to block 99-100% of harmful rays from the sun to keep your eyes safe. Our Wire Frame collection comes with UV300+ protection.

International

If your package is at your country’s customs department, we, unfortunately, cannot provide an estimated time for how long it will take them to process your package.

In all honestly, there are packages that make it through customs inspections within a few days while other times they take a few weeks. We wish there was more that we can do to help the situation, but it is completely out of our control. However, once it clears customs, then it usually only takes 2-3 days for your local post office to deliver it.

We appreciate your patience in this issue and apologize for the inconvenience. If it were up to us, we would have you already rocking Torege!

We ship to most countries around the world, but mostly to the USA.

Yes, we do charge for international orders outside US. The shipping fee varies depending on the country where you are in.

Hope you’re enjoying your Torege Eyewear. But if you got some problems with your Torege sunglasses that need to be fixed, remember that you have a 60-day warranty.

We understand that if you just can’t keep them, you also have those 60 days to get them back to us.

Here’s how: Register on our returns page to generate a return label and shipping instructions. Then use those instructions to ship off your return to HQ

PLEASE NOTE THAT YOU HAVE 60 DAYS FROM YOUR PURCHASE TO EXCHANGE OR RETURN THE MERCHANDISE IN LIKE-NEW CONDITION!

Exchanges

All exchanges can be handled on the website! We listed the link with detailed instructions below. If you want some help picking something out, let us know at support@torege.com! However, if you still want an exchange, follow the instruction below:

— Visit torege.returnscenter.com

— Enter the email you used to place your order, and click, "Find Your Order."

— Once you've clicked, we'll send you an email to initiate the process.

— We'll ask you a few questions about why you are exchanging the item.

— Then we'll issue you a return label.

— Once you finish the steps on your end, you are immediately issued a store credit, feel free to shop with that!

When we get your items back to the office, we'll go ahead and issue you a refund of the remainder of the credit!

We use USPS, DHL for international shipping.

If you put the wrong address at checkout, please contact us at support@torege.com as soon as possible.

PLEASE NOTE once your order is processed we're not able to make any changes to your order