Order Issues

• Why didn't I receive an order confirmation email?
  If you did not receive your order confirmation email, please check your spam folder. Please email the customer service team with your transaction ID.
• Can I cancel my order?
  If your order has not shipped, you can cancel it under " My Orders ". Or you can also contact us for assistance.
  *Please note that we cannot cancel orders that have already been shipped.
• How to check order status？
  Your current order status is displayed on the My Orders and Tracking page.
• How do I write a review?
  Once you receive your package, please click the "Write a Review" button on the " My Reviews " page to write a review.
• Can I change the delivery address after payment?
  Please contact us to change your address before your item ships.
• How do I get my bill?
  Please contact us with your order number and billing address.

Shipping & Delivery

• Where is the product shipped from?
  Our warehouses are located in America. We will prioritize the delivery of your package from the warehouse closest to you.
• How long is the delivery time?
  Warehouse processing time 1-2 business days, delivery time is 2-6 business days for general products and 10-15 business days for heavy＆big size products.
• How to get tracking information?
  Tracking information will be updated on the " My Orders " page at the same time after the package is shipped.
• Why is the tracking number invalid?
  Please wait patiently. Tracking numbers are not valid until the carrier scans the package and uploads the information.

Return & Refund

• How long is the warranty period?
  We provide a one-year warranty for products sold on the official BIG RED website.
• Can I return my product?
  Yes, please read our Returns Policy carefully before returning your product. If you have further questions, please contact the customer service team.
• How do I return my product?
  If the product can be returned for free, please contact customer service within 30 days of receiving the product for a return label/return address. Please contact us again for a refund after signing for the returned package at our warehouse.
• Free returns available?
  Disclaimer: The official website return policy only applies to orders placed on the official website. We offer our customers a 30-day free return policy. Please review the following terms that apply to this policy:

  Terms that apply to free returns:

  1. The product cannot be used normally after receiving it.

  2. We sent you the wrong product.

  3.The product you received is defective.

  Terms that do not apply to free returns:

  1. You no longer want it or like it.

  2. The product is not suitable.

  3. The product came too late.

  4. The product does not come with an instruction manual.

  5. The product is damaged due to unnatural reasons.

• How can I get a refund?
  Please contact us with corresponding pictures and videos.
• How soon can I receive a refund?
  Refunds will be settled within 15 business days of receipt of the returned item. The specific date of the transfer refund is determined by the payment channel bank.
• What should I do if I don't receive a refund?
  Please contact your payment bank first to confirm that the refund has been cleared. If the bank confirms that the payment did not go through, please contact us next.

Payment & Promos

• How can I get a discount code?
  Please pay close attention to the promotion activities on our website to get a discount code.
• What can I do if I forget to use the discount code?
  Please use the discount code on your next purchase before the code expires.
• Why is my discount code invalid?
  Please read the usable product range, time and other regulations of the discount code. Please contact us next for more details.
• Can I use more than one discount code on one order?
  Only one discount code can be used on one order.
• What are the accepted payment methods?
  Paying by PayPal, Klarna and credit card is accepted.
• What can I do if my payment fails?
  Please check your network environment, payment method, and bank settings.
• About US State Sales and Use Taxes
  Items sold on our Marketplaces and shipped to locations both inside and outside the US, including territories, may be subject to tax.
• Items sold on our Marketplaces and shipped to locations both inside and outside the US, including territories, may be subject to tax.
• How Tax is calculated
  The amount of tax charged on your order depends on many factors including the following:
  
  ●The identity of the seller
  ●The type of item or service purchased
  ●The time and location of fulfillment
  ●The shipment or delivery address of your order
  
  These factors can change between the time you place an order and when your shipment is complete. As a result, the tax calculated on your order may change. We display an "Estimated Tax" to be collected at Check Out when confirming an order. The amounts displayed as estimated tax may then be updated later when your order is finalized and completed.
  The tax rate applied to your order will be the combined state and local rates of the address where your order is delivered to or fulfilled from. For example, if you live in a state that does not impose a sales tax, you may still see tax calculated on your order if shipped to another state. Moreover, the tax rates applied to your order may also be different for a variety of reasons, such as a shipment to a residential home versus a business address. Also, the total selling price of an item will generally include item-level shipping and handling charges, item level discounts, and other charges. If applied at an order level, these charges, may be allocated to the individual items in an order.
  If you are ordering from Torin and shipping to a country outside of the US, you may be charged the applicable country tax rate.
• Which states and US territories need to tax
  Items sold on torinjacks.com that are shipped to destinations in the following states and US territories may be subject to tax:

  Alabama	Kentucky	Ohio
  Alaska	Louisiana	Oklahoma
  Arizona	Maine	Pennsylvania
  Arkansas	Maryland	Puerto Rico
  California	Massachusetts	Rhode Island
  Colorado	Michigan	South Carolina
  Connecticut	Minnesota	South Dakota
  District of Columbia	Mississippi	Tennessee
  Florida	Missouri	Texas
  Georgia	Nebraska	Utah
  Hawaii	Nevada	Virginia
  Idaho	New Jersey	Vermont
  Illinois	New Mexico	Washington
  Indiana	New York	West Virginia
  Iowa	North Carolina	Wisconsin
  Kansas	North Dakota	Wyoming

Product & Stock

• Do you provide wholesale business?
  Please click on contact us button to get more information.
• Where can I find manual, instruction or warranty information for my lift?
  Please Check the Product info page and at the bottom of the description.
• What are the requirements to install my lift?
  2-post lifts (under 12,000 LB. capacity): Four (4) inches of concrete at 3000 PSI 12,000 pound two-post lifts (and higher capacity): Six (6) inches of concrete at 3000 PSI is required.
• Do I need thicker concrete under the posts?
  No, our listed concrete requirements are sufficient for the entire area of your lift.
• How long should I let my concrete floor cure?
  You may install/anchor your lift (4) days after the concrete has been poured. You must wait a total of (7) days before using the lift to its rated capacity.