Orders are generally processed within 1–3 business days before shipment.

Once your order has been processed and shipped, available tracking information will be provided.

Estimated delivery within the United States is generally 5–10 business days after your order has been processed.

Delivery estimates may vary depending on destination, carrier conditions, holidays, weather, customs procedures, or other circumstances outside our direct control.

Yes. Orders of US$34.99 or more qualify for free shipping.

For orders below the free-shipping threshold, any applicable shipping charge will be shown at checkout before payment.

Torenvi uses a multi-location fulfillment model.

Depending on inventory availability, product requirements, and your delivery destination, orders may be fulfilled from different fulfillment facilities, including third-party partner facilities.

This means that not every Torenvi order will necessarily ship from the same location, and we do not represent that all orders are dispatched from a single local warehouse.

Yes. Once your order has shipped and tracking information becomes available, you will receive shipping confirmation with the available tracking details.

Please allow some time for tracking information to become active after shipment.

Tracking updates can occasionally take additional time depending on the carrier.

If your tracking information has not updated for an extended period, or your package appears significantly delayed, please contact service@torenvi.com.

Include your order number and the email address used when placing your order so our customer service team can review the available shipment information.

Orders may be changed or cancelled before they have shipped. Please contact service@torenvi.com as soon as possible if you need to request a change or cancellation.

Once an order has shipped, changes or cancellations may no longer be possible.

Where applicable, you may request a return after receiving your order in accordance with our Return & Refund Policy.

Eligible purchases may be returned within our 180-day return window, measured from the date of delivery and subject to the conditions outlined in our Return & Refund Policy.

Before sending anything back, please contact service@torenvi.com.

Please include your order number, the item you wish to return, and the reason for your return request.

Our customer service team will review your request and provide the applicable return instructions and appropriate return address.

Please do not send a return to our business registration address or any other address that has not been provided or confirmed by our customer service team.

For returns that are not related to a product quality issue, fulfillment error, damaged item, defective item, or incorrect product, the customer is responsible for the return shipping cost.

If your order arrives damaged, defective, incorrect, or materially different from the product description, Torenvi will provide an appropriate replacement, refund, or return solution at no additional cost to the customer where the issue is confirmed.

Please contact service@torenvi.com and include:

• Your order number
• The email address used when placing the order
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging where relevant

After reviewing the information, Torenvi will provide an appropriate replacement, refund, or return solution at no additional cost to you where the issue is confirmed.

If an item or included component appears to be missing, please contact service@torenvi.com with your order number and details of the missing item or component.

Our customer service team will review the order and available shipment information and assist you with the appropriate next steps.

Approved refunds are issued to the original payment method.

Torenvi will generally process an approved refund within 1–3 business days.

After the refund has been issued, it generally takes an additional 5–10 business days to appear through your original payment method. Actual posting times may vary depending on your bank, card issuer, or payment provider.

Yes. Torenvi uses secure SSL encryption during checkout to help protect information transmitted during the payment process.

Available payment methods are displayed directly at checkout.

The payment options shown there are the methods currently available for your order and delivery destination.

The applicable Torenvi product page is the primary source for product-specific information.

Depending on the item, the page may include dimensions, materials, included pieces, recommended age guidance, setup or assembly notes, care information, safety guidance, and other relevant details.

Please review the description, specifications, photographs, available options, and any product-specific notices before ordering.

Start with the child's age, interests, preferred style of play, available space, and the information shown on the individual product page.

If you need help with a specific item, contact service@torenvi.com and include the product name or product page link.

Setup requirements depend on the individual product.

Some items can be used shortly after unpacking, while products with multiple pieces, larger structures, or activity components may require simple assembly, arrangement, or adult setup.

Please follow the product page and any instructions included with the item before first use.

Always review the age guidance, product description, included instructions, and any warnings provided for the specific item.

Certain products may include small components, cords, moving parts, tools, or other features that require age-appropriate use or adult supervision.

Product-specific instructions and warnings take priority over general information provided on this FAQ page.

We aim to show Torenvi products as clearly and accurately as possible.

Minor differences in color, texture, finish, or surface appearance can occur because of screen settings, photography, lighting, production batches, or normal material variation where applicable.

Please review the listed dimensions, materials, included pieces, options, and product description before placing your order.

Care requirements vary according to the product and its materials.

As a general rule, keep products clean and dry, store them appropriately after use, and check them periodically for damage, loose parts, or unusual wear.

Do not soak wooden or material-sensitive items unless the product-specific instructions state that this is suitable. Outdoor-use items should be cleaned and dried before storage where appropriate.

Always follow the care guidance provided on the applicable product page or with the product.

You can reach our customer service team by email or phone.

Email: service@torenvi.com

Phone: 133 3293 7675

Support Hours: 9:00 AM–6:00 PM Pacific Time

Website: torenvi.com

If your question concerns an existing order, please include your order number and the email address used when placing the order.

Torenvi is owned and operated by Hangzhou Lishan Maoyi Youxian Gongsi (Hangzhou Lishan Trading Co., Ltd.).

Store Operator: Hangzhou Lishan Maoyi Youxian Gongsi (Hangzhou Lishan Trading Co., Ltd.)

Unified Social Credit Code: 91330108MAEA2A8X0K

Brand Representative: He Di

Business Address: Zhejiang Sheng Hangzhou Shi Binjiang Qu Changhe Jiedao Yueming Lu 1040 Hao, 3 Ceng, 37796 Shi Room 37796, 3rd Floor, No. 1040 Yueming Road, Changhe Subdistrict, Binjiang District, Hangzhou, Zhejiang, China

Hangzhou Lishan Maoyi Youxian Gongsi (Hangzhou Lishan Trading Co., Ltd.) is responsible for the operation of torenvi.com, including online store operations, order processing, customer service, and related e-commerce activities.