FAQ

How do you offer such great prices for high-quality gear? 
By selling our products directly to you, instead of through a retail middleman (like a department store, REI or EMS), we’re able to eliminate the markup traditionally charged by retailers and pass those savings on to you.  Additionally, instead of spending money on retail stores, we’re spending money on what we think is most important – the best materials and thoughtful design.

Do you have physical stores or are there other places on the internet to buy Toren gear? 
No.  We are proud to be an online, direct-to-consumer brand.  We’re based in New York City, and if you’re nearby, you’re welcome to come down to the office and check out our products in person.
   
What materials does Toren use to make its products?
We feature technical fabrics made by Toray, a leading manufacturer of waterproof/breathable textiles.  We’re also incorporating some of the highest quality zippers, drawstrings and pull-cords to enhance our products.
 
Where does Toren manufacture its products?
We’re currently in production at Zhejiang Banyu Industrial Co. in China, outside of Shanghai. Banyu is a safe, clean, well ventilated, clearly lit and healthy work environment, and we’ve taken great care in selecting a factory that shares our commitment to quality, ethics and technical capabilities.  The factory is audited every 18 months by qualified auditors for social and environmental compliance to ensure conditions remain up to the highest standards. Check out our blog for more info on the factory where our products are manufactured and notes on our visits there.
   
What’s the status of my order?
Once you place an order, you'll get an email confirming your purchase.  We ship orders out within 24 hours of receipt.  Shortly thereafter, you’ll receive an email with the shipping status and estimated delivery date.
   
How will I know my size?
We recognize that our tailored fit may be different than many of the brands out there, so you might be a little nervous about how to choose the size that’s perfect for you, but don’t worry - we think you’ll find our jackets some of the most flattering out there.  To make sure you get it right, we’ll be offering free shipping and free return shipping on all domestic purchases of $95 or more and we’re available via email, telephone or online chat to discuss the products and fit.  And if you happen to find yourself in New York City, come on down to the studio to try on our products in person! 

What are my payment options? 
We accept Visa, MasterCard, American Express, PayPal and  prepaid credit cards if the card has a billing address attached to it. Unfortunately, we can’t split payments between credit cards.
   
How much does shipping cost?
We offer free domestic shipping and return shipping for all orders over $95.  International shipping costs depend on where you’re located - shipping costs are calculated at checkout.

Can I get my order expedited?
Absolutely!  You’ll be given an option for to ship via regular or expedited service during checkout.
   
What’s your return policy?
We have a 30-day return policy for all of our products, provided they are in new condition with tags attached.  If you need to set up a return, email us at support@toren.is so we can get started on the return or exchange process.  We’d love to hear your feedback too.

How can I stay updated on Toren or ask questions? 
Head over to our blog for all of the latest updates and progress reports. We’ll be posting on development and production, as well as products in the pipeline and content we think you might be interested in.  You can also sign up for our weekly newsletter, which will keep you posted on what’s going on and make sure you’re the first to know about new products and special offers.
 
How’d you get your name? 
Toren means “craggy mountain range” and is our founder Ethan’s middle name. Plus, we like the sound of it.

What are the production plans for Toren?
Right now, we’re developing our 2015 line.
 
Are you hiring?
We’re always looking for passionate individuals who believe in our product and who are inspired to push it further. E-mail us innovate@toren.is and tell us why you want to be a part of the team. 
   
Who can I contact about press inquiries?
Shoot us an email at press@toren.is.  We look forward to hearing from you!