TorchStar

Shipping and Return Policy

TorchStar® is not just expanding our product lines; we are connecting with each client. We invest significant time and resources into understanding real industrial needs.

1. Return & Replacement

Suppose you request an RMA (return merchandise authorization) within 30 days of purchase, for returns unrelated to manufacturing defects or incorrect shipments, you will be responsible for covering the return shipping costs and may be subject to a 10% restocking fee. Please note that we cannot accept returns for modified, damaged products, or items with missing accessories, such as cut strip lights.

All returns must be accompanied by a return merchandise authorization number (RMA#). To obtain RMA#, please email us at: info@torchstar.us or submit a return form in Contact Us. Be sure to include your order number in all correspondence. Our representatives will review your request and issue the RMA# per our return policy. In addition, please mark RMA# on the return shipping label or shipping box.

  • We are only responsible for products returned with RMA# or shipments before they arrive 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 three business days of receiving the item. Please do so to ensure your request is accepted.
  • Please allow seven business days for 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. After that, 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 past 30 days, please go to the After-Sale service page and submit a form, so we can ensure we provide you with the best possible support.

  • 2. 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.
    Through-hole LEDs and surface-mount LED chips cannot be returned if the package has been opened.

    If opened, LED bulbs, fixtures, and other LED products or accessories can be returned.
    Customized or special-order products are not eligible for returns. This includes custom-length light strips and custom-printed panels.

    *Final Sale Items: Products marked as final sale are not eligible for returns but are covered by our standard warranty for defects or performance issues.

  • 3. Cancel Order

    You can cancel your order without being charged if the package is still in our warehouse.

    Once the package leaves the warehouse and is in transit, you can reject the package upon delivery if you want to cancel your order.

    We will refund your account once the package is returned to our warehouse.

    Under these circumstances, the original shipping cost and other charges may apply.

    *Final Sale Items: Products marked as final sale are not eligible for cancelling but are covered by our standard warranty for defects or performance issues.

  • 4. Shipping Policy

    As a valued TorchStar customer, we want to inform you about our shipping progress. We promise to ship the items you order in stock within two business days. U.S. Postal Office and FedEx ship most packages. Please take your time to review these contents before placing the order! If you need assistance, email us, 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 two business days.
    • Second-day shipping if 3 p.m. CDT places the order. Monday shipping if the order is placed on the weekend.

    An email confirms 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 national holidays.

  • 5. Shipping Procedure

    We print our shipping labels before shipping our items, so you may receive an email with your tracking number up to a day before the item is shipped 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 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. In addition, you can continue tracking the item at www.fedex.com by using 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. However, this generally will not cause delays in the actual delivery of the package. You can track your item at www.usps.com.