FAQs

How do I track my order / Where is my tracking number?

Your tracking information can be found in your shipping confirmation email. Click "View Order," enter your order number and email address, and you will be able to track your order.

If you have not received your shipping confirmation email, please wait up to two business days. Our servers update tracking information every 24 hours after your order has been shipped.

 

How do I use the blower function?

To use the blower function, attach the round attachment to the rear of the vacuum, and make sure to remove the spout and filter when using the blower function.

For more information, please view the diagram in our instructions manual.

 

Why does my vacuum turn off immediately after turning on?

To turn on the Torque Pro, press the power button for 3 seconds and then release it. The vacuum will toggle on.

To switch to high power mode, press the power button once while the vacuum is off.

To turn off the vacuum, press the power button for 3 seconds while the vacuum is on.

 

How can I contact Torque?

You can email us at support@torquevacuum.com where our customer service team will be happy to help you with whatever you need!

 

Do you ship worldwide?

Yes

 

Where do you ship from?

For Australian & New Zealand orders, we ship from Melbourne, VIC. 

[Due to high demand, we are temporarily shipping all orders to Australia and New Zealand from our main warehouse. The current estimated shipping times are 5-10 business days.]

For other countries and in cases of low inventory, we ship from our main warehouse in Hong Kong.  

 

Can I change or cancel my order?

As we aim to process orders as quickly as possible, you are able to request changes or cancellations within 12 hours of placing your order or before the order has been fulfilled. Please note, however, that all cancellations must be approved by us before taking effect. Requesting a cancellation within the 12-hour window does not automatically mean the order is cancelled.

If your order has already been processed and fulfilled within this 12-hour window, we are unable to cancel or modify your order. All requests made after the order has been fulfilled or after the 12-hour window has closed will be denied.

 

What payment methods do you accept?

 

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

 

When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day.

 

How long will it take to receive my order?

Australia & New Zealand: 5-7 business days.

United States & Canada: 5-7 business days.

Rest of the world: 10-14 business days.

However in the case of high demand, shipping may take longer. Please contact us at support@torquevacuum.com for more information.

 

What if I don't receive my order?

If you don't receive your order within 30 days after shipping, you are eligible for a full refund.

 

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in AU Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

How do I return an item?

Please contact us at support@torquevacuum.com

 

What if the item(s) I received are defective/incorrect/damaged?

Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

 

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.