We're Here to Help
Need help with an order, delivery, return, or Torytale product?
Our customer care team is here to assist you.
Email: service@torytalestore.com
Customer Support Hours:
Monday–Friday, 9:30 AM–6:00 PM CST
Response Time:
Typically within one business day.
When contacting us about an existing order, please include your order number and the email address used to place the order so we can assist you more efficiently.
Order & Shipping Support
Contact us if you need help with:
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Order status
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Tracking information
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Delivery questions
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Shipping address corrections
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Delayed shipments
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Lost or missing packages
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Damaged packages
Eligible orders are fulfilled through our U.S. and EU warehouses based on delivery destination, product availability, and fulfillment capacity.
Orders are typically prepared for shipment within 24 hours, and eligible U.S. and EU orders are estimated to arrive within 3–5 business days after shipment.
Tracking information will be provided when available.
Product Support
Need help setting up or using your Torytale product?
We can assist with:
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Initial setup
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TV connectivity
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Controller connection
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Charging
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Display or connection issues
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Basic troubleshooting
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Product functionality questions
Please include your product model, such as M15 Plus, SF3000, or SF3500, along with a description of the issue.
Photos or a short video may also help us understand technical problems more quickly.
Returns & Refunds
If you would like to request a return, refund, exchange, or assistance with a damaged or defective product, please contact:
Eligible purchases may be returned under our 30-Day Return Policy.
Customers in certain countries or regions, including the European Union, may also have additional statutory consumer rights.
Please review our Returns & Refunds Policy for complete details.
Do not send a product back before receiving the appropriate return instructions.
Because orders may be fulfilled from different U.S. or EU warehouse locations, the correct return address may vary.
EU Customers
Customers located in the European Union may have additional statutory rights relating to:
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Online purchase withdrawal
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Returns and refunds
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Defective or non-conforming products
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Legal guarantees
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Delivery
These rights are explained in our Returns & Refunds Policy and Terms of Service.
Eligible EU consumers wishing to exercise a statutory right of withdrawal may also use our Withdraw from Contract option available through the Customer Care section of our website.
Send Us a Message
When contacting us, please provide as much relevant information as possible.
For order-related questions, include:
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Your name
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Order number
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Email address used for the order
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Product name
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A short description of your question or issue
For damaged or defective products, photos or a short video may help us review the issue more quickly.
Email: service@torytalestore.com
Quick Answers
How long does shipping take?
Orders are typically prepared for shipment within 24 hours.
Eligible U.S. and EU orders are estimated to arrive within 3–5 business days after shipment.
Delivery times are estimates and may vary depending on destination, carrier conditions, holidays, and other factors.
Where will my order ship from?
Torytale fulfills eligible orders through warehouses in the United States and the European Union.
The fulfillment location is selected based on your delivery destination, product availability, and fulfillment capacity.
How can I track my order?
Tracking information will normally be provided after your order has shipped and the carrier makes tracking available.
Please allow some time for tracking information to update after the tracking number is created.
Can I change my shipping address?
Please contact us as soon as possible at service@torytalestore.com.
We will make reasonable efforts to assist before the order is processed or shipped, but changes cannot be guaranteed once fulfillment has begun.
Can I return my order?
Eligible products may be returned within 30 days of delivery under our Returns & Refunds Policy.
Additional statutory rights may apply depending on your country or region.
What if my product arrives damaged or defective?
Contact us at service@torytalestore.com with your order number and details of the issue.
Where reasonably possible, include clear photos or a short video.
We will review the issue and work with you toward an appropriate solution in accordance with our policies and applicable consumer law.
Torytale Customer Care
Email: service@torytalestore.com
Support Hours: Monday–Friday, 9:30 AM–6:00 PM CST
Response Time: Typically within one business day.
We're here to help make your Torytale experience simple from ordering and delivery through setup and support.