FAQs

How can I contact Tromo?

You can email us at support@tromo.co, and our customer support team will be happy to help you with anything you need.

Do you ship worldwide?

Yes, we ship worldwide.

Where do you ship from?

We ship from Hong Kong.

Can I change or cancel my order?

As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order. Requests made after this time cannot be guaranteed.
Once received, your order may be returned for a full refund.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express) and PayPal.

When will my order be processed?

All orders are handled and shipped from our warehouse. Please allow additional processing time during holidays and sale periods.
Orders are processed Monday through Friday within 1–3 business days of the order date and shipped the following business day. We do not ship on weekends.

How long will it take to receive my order?

Due to high demand, orders typically take 2–4 weeks to arrive.

What if I don’t receive my order?

If you do not receive your order within 30 days after shipping, you are eligible for a full refund.

Will I be charged customs fees or taxes?

Prices shown on our website are listed in US Dollars and are tax-free, which means you may be responsible for customs duties or taxes upon delivery.
These fees are determined by your local customs office and are not covered by us. We are also not responsible for delays caused by customs processing.
For more information, please contact your local customs office.

How do I return an item?

Please contact us at support@tromo.co for return instructions.

What if my item is incorrect, damaged, or defective?

If you receive an item that is incorrect, missing, or damaged, please contact us immediately. Include your order number, photos of the item(s), and any relevant details so we can resolve the issue as quickly as possible.

When will I receive my refund?

Refunds are issued to the original payment method.

  • Credit/debit card refunds are processed within 7–10 business days after we receive the returned item or approve the cancellation.

  • Timing may vary depending on your card-issuing bank.

If you haven’t received your refund after this period, please contact your bank or credit card provider for further assistance.