About us

As a valued TORCHSTAR customer, we want to provide you with information about our shipping procedure. We promise to ship items you order that are in stock within 2 business days. Most packages are shipped by U.S. Postal Office and FedEx. Please take your time to review these contents before placing order! If you need assistance, send us an email, and make sure "Check the status of your order" is selected in the inquiry drop-down.

We make every effort to ship all orders within 2 business days.

• Second-day shipping if order is placed by 3 p.m. CDT.
• Monday shipping if order is placed on the weekend.

**An email is sent to confirm that your order has been received and is being processed. Another email will be sent to you with tracking information when your order ships. Our products are shipped from Eastvale, California, Monday to Friday, except for the following holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day, and all US Postal Office holidays.

hidden Shipping Procedure

We print our shipping labels in advance of shipping our items, so you may receive an email with your tracking number up to a day in advance of the item physically shipping out. For an estimated delivery date for your order, please log in to your account and check the order page to see your expected delivery window.

Currently, we partner with FedEx and the USPS to provide you with the most cost-effective shipping solutions for our orders. Please be informed that your mail may be delivered on weekends. You can continue tracking the item at www.fedex.com by the FedEx tracking number provided.

For USPS packages, there is sometimes a delay of 24 to 48 hours after a package is handed off to the Post Office before the tracking system updates with new tracking information. This generally will not cause delays in the actual delivery of the package. You can track your item at www.usps.com.

Out-Of-Stock Items

Please use our order form "Comments" box if you would like to learn any more details about out-of-stock items.

We promise to ship items you order that are in stock within 2 business days. In the event that one or more items in your order is out of stock, we will notify you by email or by phone and you will be able to choose between immediately shipping the available items, or waiting for all items to be shipped together. You will also receive a notification when back-ordered products are shipped out.

Cancel Order

• You can cancel your order without being charged for anything if the package is still held in our warehouse. Once the package left the warehouse and in transit, you can reject the package upon delivery if you want to cancel your order.
• We will issue refund to your account once the package is returned to our warehouse.
• Under these circumstances, the original shipping cost and other charge may apply.

Credit Card

We accept Visa, MasterCard, Discover and American Express. Credit card information is never stored anywhere on our premises or online server. Credit card information is transmitted securely using 256-bit encryption.

PayPal

Select "PayPal" on the order form. Your order will not be processed or shipped until payment is received and verified. You will not be able to modify your order once it has been submitted.

Bank Transfer

For orders placed using a bank transfer please allow 5 business days for the transfer to be completed. Once we have confirmed that the funds have successfully transferred, your order will ship.

For first time orders placed using a bank transfer you will notice that two small deposits will be made in your bank account (please allow 1-2 business days for deposits to appear). These deposits will be used to verify your account. An email containing a link to verify your account will also be sent upon placing your order. After verification, we will request the funds from your account. The transfer process takes up to 5 business days. Once we have confirmed that the funds have successfully transferred, your order will ship.

US bank accounts only. International bank accounts may use our "Wire Transfer" option.

Electronic Funds Transfer

Select "Wire Transfer" on the order form. There is a $20 wire transfer fee included when you place your order. Our online shopping cart will generate a P/I (proforma invoice) that we will email to you along with the shipping charges and our bank information. Your order will not be processed or shipped until payment is received.

Purchase Orders / NET 30 Terms

We only accept POs ($100 merchandise minimum) after credit approval. Commercial customers only.

If you have any other questions about purchase orders, feel free to contact us.

We have a hassle-free 30-day return and exchange policy.

• If you request an RMA (return merchandise authorization) within 30 days of purchase, and it is initiated due to reasons other than a manufacturing defect or wrong shipment, you will need to pay for the return shipping cost and will be charged a 10% restocking fee. Modified, damaged products, or items that have missing accessories are not returnable, such as cut strip light.
• All returns must be accompanied by a return merchandise authorization number (RMA#). To obtain RMA#, please e-mail us at: info@torchstar.us or call us at 1-800-990-7688. Be sure to include your order number on all correspondence. Our representatives will review your request and issue the RMA# per our return policy. Please mark RMA# on the return shipping label or shipping box.
• We are not responsible for products returned without RMA# or shipments prior to their arrival at our warehouses. For proof of delivery, we recommend that you return the items via carriers that can provide a shipment tracking number. Keep the tracking information if possible.
• Any missing or damaged items must be reported within 3 business days of receiving the item. Failure to do so will result in your request being denied.
• Please allow 7 business days to see a refund on your credit card statement.
• We do not refund shipping.
• COD (collect on delivery) and Freight Collect packages will not be accepted.
• We have a 30-day exchange policy. We will only exchange items if the value of the item(s) you are returning exactly matches the value of the item(s) you want to exchange them for.
• For warranty returns passed the 30 days, please call us at 1-800-990-7688 so we can make sure we are providing you with the best possible technical support. The shipping cost is at the customer's expense after 30 days from the purchase date.

Custom Orders, Large Orders, and Non-Returnable Items

• Please order small quantities of LEDs and LED products to test for suitability in your application before ordering large quantities.
• A 15% restocking fee may apply to orders containing quantities of 100 or more pieces, orders with missing materials or merchandise not in original packaging and condition.
• Through-hole LEDs and surface-mount LED chips cannot be returned if the package has been opened.
• LED bulbs, fixtures, and other LED products or accessories can be returned if opened.
• Customized or special-order products are not eligible for returns. This includes custom-length light strips and custom-printed panels.