tortis questions & answers
If you do not see your answer here, please email us on the Contact Us section.
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Q: What is the address of your offices?
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A: 319 Lafayette Street #130, New York, NY 10012.
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Q: Can I pick up an order in person?
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A: Yes, in a couple weeks we will publish a list of locations where customers may pick up orders.
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Q: I cannot complete my order online. What should I do?
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A: Call us Monday through Friday, 9am to 6pm EST and speak with a helpful sales agent to complete your order over the phone toll free at 888-595-6466.
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Q: Are clearance items returnable?
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A: All clearance items are final sale, no returns/no exchanges.
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Q: Do you accept checks or money orders?
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A: Yes, we accept check and money orders only for US domestic customers. Please choose "Mail Orders" as the payment method during Step 2 of the checkout. Your order will be shipped once we receive & clear payment. The check should be made out to tortis Inc. in the total amount and mailed to tortis Inc. 319 Lafayette Street #130, New York, NY 10012.
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Q: How much does it cost for shipping and handling within the US, Puerto Rico and Canada?
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A: We use standard UPS shipping costs. The pricing is dependent on the zip code of the shipping address and the weight of the package. UPS Ground (including Alaska, Hawaii and Puerto Rico) starts at around $3.00 and increases the further distance you are from New York City. Using UPS Canada Standard costs $9.00 and above. A handling fee is a separate charge applied to every internet order.
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Q: Does tortis ship internationally?
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A: No, but this service will be available soon.
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Q: How long does it take for my package to arrive?
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A: Since most of our orders are shipped from New York City, this time frame can range from 1 to 5 business days using UPS Standard Ground as the shipping method. Note: Orders placed after 12pm will not ship before the next business day. We attempt to ship the same day or the following business day after an order is placed. Business days are Monday through Friday. If we need to confirm the validity of an order--confirmation by the customer may delay the shipment of the order.
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Q: What if UPS is unable to deliver my package, and it is returned?
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A: tortis will make every effort to get in touch with you via email and telephone concerning a returned package. You can also reach us at 888-595-6466 or at metrocardholder@gmail.com to let us know of an alternate address to ensure the reshipment will be delivered. Depending on the UPS service requested, we will charge the original card for the 2nd shipping cost. If you choose not to have it mailed out, we will refund the cost of the item(s) (shipping, handling and gift wrap are non-refundable), and email you with this confirmation.
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Q: What could delay my order?
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A: Here are a few reasons your package may be delayed:
-If a product is on backorder, normally we will wait a few days, if necessary, to ship all parts of your order at the same time. If the wait for one part of the order will take more than five business days to fulfill, we will ship the first part and then ship the second part via UPS Ground separately. Customers will be contacted if additional shipping fees are required. Orders using expedited delivery will be informed as to the status of the order components.
- The address entered in the Billing Information section during checkout does not match what the credit card company has on file. An inquiry to the customer must be made in order to avoid any possible fraud
- A product may no longer be available in the requested style/size, and emails and phone messages to the customers have not been answered.
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Q: What does it mean when an item is back-ordered?
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A: When an item is unavailable to send out for several days or more, we put it on backorder until it becomes available. We try to include an estimate of its shipping date both on our website and on your invoice.
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Q: A product says "Please add 5-7 business days to the delivery time of this product." What does this mean?
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A: Items describing additional times for its delivery are shipped directly from our affiliate warehouses or directly from the artist, depending on the product. While we try to keep inventory in our office and warehouse in New York, some products are made on demand and require additional shipping time.
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Q: How can I return an undamaged item for a refund or exchange?
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A: There is a 30-Day return policy from the date of purchase in which you can request a refund. After these 30 days, a store credit for the product's price will be emailed to you in the form of a coupon code. Exchanges can be made up to 60 days from the purchase date. You may send any valid returns and/or exchanges to the following address:
tortis Inc.
319 Lafayette Street #130
New York, NY 10012
Once we receive an undamaged return, we refund the subtotal amount (shipping, handling and gift wrapping are non-refundable). When an exchange is ready to be sent out, we will charge the appropriate UPS amount for its reshipment.
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Q: What if there is a problem with my order once I receive it?
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A: Please notify us within 7 days of its delivery either by phone or through email if you receive an incorrect (note: not incomplete) order or damaged item. If an error is made, we will exchange the items and pay for shipping both ways via UPS Ground only. Once we are notified, a hold in the amount of the replacement item(s) plus shipping will be placed on your credit card and will be voided once the damaged/incorrect item(s) are returned. If the item(s) are not shipped within 7 business days of its most recent delivery date, your credit card will be charged for the amount of the hold. Please notify us immediately if no return label is included in the reshipment. We will do our best to resolve the problem.
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Q: I received a gift, and it is damaged. What should I do?
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A: Please notify us immediately either by phone or through email if you receive a damaged item. If it was not a result of UPS' handling of the package, we will exchange the items and pay for shipping both ways via UPS Ground. In this case, replacements can only be sent when we have the damaged item in our possession. We will issue a return shipping label via email to the receiver the same day we are notified, and once we have it back in our possession and confirm it is damaged, we will send out a replacement. When a damaged item(s) is returned and determined to be resalable by the tortis team, the cost of shipping both ways will be charged to either the biller or recipient. If an item is needed sooner, the receiver's credit card number will be necessary to send out a replacement. A hold in the amount of the replacement item(s) plus shipping will be placed on your credit card and will be voided once the item(s) are returned, and we have determined that it is indeed defective. If the product(s) is determined to not be defective by tortis, the credit card will be charged for the shipping cost to and from your residence and any difference in the final price of the merchandise. Please notify us immediately if a return label was not received. We will do our best to resolve the problem.
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