FAQs

FAQs – trollective.com

Frequently Asked Questions

Find quick answers to common queries about free US shipping, returns, warranty, orders, and more. All info aligns with our policies (updated November 16, 2025).

Shipping FAQs

Q: Is shipping really free?

A: Yes — 100% free on every order, no minimum, no promo code. US domestic only (all 50 states, AK, HI, PR, PO Boxes, APO/FPO).

Q: How long does delivery take?

A:

• Handling: 1–2 business days (orders by 3 PM EST ship same day).

• Transit: 9–10 business days from shipment.

• Total: 10–12 business days from order to door. Cutoff: Mon–Fri 3 PM EST. Weekend orders ship the next business day.

Q: Do I get tracking?

A: Yes — 100% of orders. Tracking email sent instantly on shipment. Track via our site or carrier.

Q: What carriers do you use?

A: USPS Priority, UPS Ground, FedEx Home Delivery — auto-selected for speed.

Q: Can I ship internationally?

A: No — US only at this time.

Q: What if my package is lost or damaged?

A:

• Lost (>20 days): Free reship or full refund.

• Damaged: Report within 7 days with photos → free replacement.

Returns & Refunds FAQs

Q: How long do I have to return?

A: 30 calendar days from delivery date (US tracking proof).

Q: Is return shipping free?

A: Yes — free prepaid US return label (we cover 100%).

Q: How do I start a return?

A: Email support@trollective.com or call 716-948-2895 → get RMA + label → drop at USPS/UPS.

Q: When will I get my refund?

A: 3–5 business days after we receive & inspect. Full refund to original payment.

Q: Can I exchange instead?

A: Yes — free exchange, shipped in 9–10 days.

Q: What items can’t be returned?

A: Final sale, custom, used, or hygiene items with broken seal.

Warranty FAQs

Q: What’s the warranty?

A: 1-year limited on manufacturing defects from delivery date.

Q: Is warranty return shipping free?

A: Yes — free US prepaid label for valid claims.

Q: How do I file a warranty claim?

A: Email/call with order # + photos → RMA → ship → we repair/replace/refund free.

Q: What’s not covered?

A: Wear/tear, misuse, accident, or damage after 30-day return window.

Orders & Payments

Q: What payment methods do you accept?

A: Google Pay, PayPal, major credit/debit cards. Secure & tokenized — we never store card info.

Q: Can I change my order/address?

A: Yes — if not shipped. Contact support@trollective.com before 3 PM EST.

Q: Do you charge sales tax?

A: Yes — based on US state laws, added at checkout.

Q: When is my card charged?

A: At order placement (authorization), final charge on shipment.

Account & Privacy

Q: Do I need an account?

A: Yes — for checkout, tracking, and order history.

Q: Is my data safe?

A: 100% — SSL encrypted, no data selling, CCPA compliant. See Privacy Policy.

Q: How do I manage cookies?

A: Via banner or browser. See Cookie Policy.

Contact Us

Still have questions?

• Email: support@trollective.com

• Phone: 716-948-2895 (Mon–Fri, 9 AM–5 PM EST)

• Address: Toxte.com, 1923 McDonald Avenue, Brooklyn, NY 11223, United States

24-hour response (business days).