Frequently Asked Questions

ORDER INFORMATION

What is the minimum order?

Our minimum order is $300 or a $50 handling fee applies to established accounts.

What does the SQ mean when ordering products?

SQ denotes the sell quantity for each item. All items are shipped in multiples of their sell quantity (SQ) as noted.

Sale Items (Volume Discounts) are sold in multiples of the regular Sale Quantity (SQ). The Volume Discount Quantity and Discount is indicated below the item product detail on the product page. Items purchased at the regular SQ will not receive a discount.

How do I change quantities or cancel an item in my order?

Please call our head office at 800 423-4417 if you need to make changes to a submitted order. 

What do you do with backorders?

All backorders are shipped unless other instructions are given at the time of ordering.  However, backorders under $150 are subject to cancellation without notice.

MY ACCOUNT

How do I create a wholesale account?

Torre & Tagus is a wholesale company. If you are interested in becoming a retail partner, please register to set up a new account.

1) Click the "here to register.

2) Fill in the details. Please make sure to include all relevant information to ensure your registration is processed quickly.

3) Click submit. We will review your registration and reply within 1-3 business days.

Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the Person symbol at the top right-hand side of our site, and then click "My Account" to edit your account information.

I forgot my password.

Click the Person symbol at the top right of our site and click "My Account". Under the login box you'll see a link that says "Forgot your password?". Fill in your email and you will be sent instructions.

Where is my previous wishlist?

We have recently upgraded our website with more features and a better shopping experience. Unfortunately this means any previous wish list you had saved is no longer accessible on your account. Please contact us, as we may be able to retrieve it for you for a period of time while we transition to our new site.

SHIPPING & RETURNS

How much is my shipping?

Shipping will be calculated based on the size and weight of your shipment at the time of invoicing. For items labeled TRUCK, we recommend pallet shipping and extra freight charges may apply. If you require a shipping estimate, please contact us.

What is your return policy?

Returns or damages must be reported within 7 days of receiving the merchandise for an authorization number and to arrange replacement or credit. Unwanted or undamaged returns will not be accepted without prior authorization and a 20% restocking fee + freight will be charged. Original packaging must accompany all returns.

Please contact us if you need to return an item.

PRICING & BILLING

How do I establish credit with Torre & Tagus?

All credit is granted at the discretion of Torre & Tagus Designs Ltd. once an account has been active for 12 months and is in good standing.

Terms are available on approved credit - call us at 1 800 423-4417 for more details.

Sale Item Quantity

Sale Items (Volume Discounts) are sold in multiples of the regular Sale Quantity (SQ). The Volume Discount Quantity and Discount is indicated below the item product detail on the product page. Items purchased at the regular SQ will not receive a discount.

What are the payment terms?

Until credit is established, orders are processed as Prepaid, COD, or by Visa or MasterCard.

Do I have to pay sales tax?

For our Canadian customers, we charge the following sales tax:
5% GST: BC, AB, SK, MB, QC, YK, NU, NT
13% HST: ON, NB, NF
14% HST: PEI
15% HST: NS
Note: In BC, without a valid PST registration number, we charge 7% PST.

Pricing

Prices are subject to change without notice.  Items are billed at prices effective when shipped.

How do you deal with overdue accounts?

A charge of 1.5% per month (18% per annum) will be applied to all overdue accounts. Overdue accounts will receive notification fo payment and action by collection agency if the amount is not settled. Collection costs & legal fees will be at the customer's expense.

PRODUCT INFORMATION

Product Sizes

Product sizes are rounded up or down to the nearest 1/4" for simplicity.

What are your product conditions of use?

Although new or recycled materials are used in our products we would ask that you inquire regarding the specific use and safety of your product.

How do I find my product?

To find the product(s) you're looking for, you may either use the navigation menus under the SHOP category or click on the magnifying glass to pull up the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?

To navigate this website, simply click SHOP from the top menu bar, and then on a category that you might be interested in. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

CONTACT INFORMATION

How do I contact your head office?

Vancouver Head Office
#150-11188 Featherstone Way
Richmond, BC V6W 1K9
Canada

Office Hours
Monday - Friday
8:30am - 5pm PST

T 800 423-4417
F 866 423-4417
FRANCAIS

Comment puis-je apporter des modifications à ma commande?

Vous devez appeler notre bureau pour effectuer des modifications une fois que votre commande a été traitée.

Comment puis-je créer un compte revendeur?

Si vous souhaitez devenir partenaire, veuillez configurer un nouveau compte en soumettant les informations sur la page « Dealer».

Comment puis-je modifier mes informations de compte?

Cliquez sur le lien « Mon compte» en haut à droite de notre site pour modifier les informations de votre compte.

J’ai oublié mon mot de passe.

Cliquez sur « Connexion » en haut à droite de notre site. Dans la partie inférieure de la boîte de connexion, vous verrez un lien « Oublié votre mot de passe ?» Cliquez ici. Ce lien vous enverra un courriel avec votre mot de passe.

Qu’advient-il des commandes en souffrance?

Toutes les commandes en souffrance sont expédiées, sauf indication contraire. Les commandes en souffrance sous 150 $ font l’objet d’une annulation sans préavis.

Qu’est-ce que le SQ signifie lorsqu’une commande est effectuée?

Tous les articles sont expédiés en multiples de leur quantité vendue (QV) comme indiqué.

Quel est le minimum requis pour une commande?

Notre minimum requis pour une commande est de 300 $. Des frais de manutention de 50 $ s’appliquent sur les comptes établis.

Quelle est votre politique de retour?

Les renvois ou dommages doivent être signalés dans les 7 jours suivant la réception de la marchandise pour la réception d’un numéro d’autorisation et pour offrir un remplacement ou un crédit. Les retours ne seront pas acceptés sans autorisation préalable. Des frais d’entreposage + fret de 20 % seront facturés sur les retours non autorisés et les commandes rejetées. L’emballage d’origine doit accompagner tous les retours.

Veuillez nous contacter si vous avez besoin de retourner un article.

Où est mon ancienne liste de favoris?

Nous avons récemment mis à jour notre site Web afin d’offrir davantage de caractéristiques et une meilleure expérience de magasinage. Malheureusement cela signifie que la liste de favoris que vous aviez sauvegardée n’est plus accessible sur votre compte. Veuillez communiquer avec nous, car nous pourrons peut-être la récupérer pour vous pendant la période de transition vers notre nouveau site.