Contact us
Questions about which system suits your space, your order or delivery? We are happy to help.
A friendly human on our team is always happy to help, no bots and no runaround. Email us any time and we will reply as soon as we can, usually within one working day.
Company information
Full, transparent business details, so you always know exactly who you are buying from.
- Company nameTowel Company USA, a division of Caruso Consulting Co Ltd
- Company registration (Thailand)0765554000332
- US office149 New Montgomery St, 4th Floor, San Francisco, CA 94105, United States
- Phone+66 98 391 3877
- Emailtheteam@customersupport.care
Orders over $100 ship free with tracked delivery (a flat $25 applies below that). See Refunds & Returns and Shipping for the full details.
Common questions
How do I get in touch about an order I have already placed?
Email the team with your order number. If your question is about where a parcel has got to and you already have a tracking number, the Track Your Parcel page will usually answer it faster than we can.
When will I get a tracking number?
Tracking numbers are issued once an order has been processed and despatched, which is 24 to 48 hours after you order. You will get it in a 'Your order has now been shipped' email rather than having to ask for it.
How long does delivery take?
Five to seven days across the USA, after the 24 to 48 hour handling and processing time.
What does delivery cost?
Delivery is $25 anywhere in the USA, and free on orders over $100.
Can I change or cancel an order after placing it?
You can cancel at any point before the order ships. Because most orders ship within 24 hours you need to tell us within 12 hours, and a 12.5% service and processing fee applies to a cancellation. Once packing has started an order can no longer be cancelled.
Something arrived damaged. What happens now?
Send us your order number and, if you can, a photograph of how it arrived. Where a product has arrived damaged or gone missing in transit we cover the return postage and issue the refund after our checks, usually within 24 to 48 hours.
I have changed my mind. Can I send it back?
Yes, within 15 days of purchase and in its original packaging. A change-of-mind return carries a non-refundable $39 per order packing and handling fee, and return postage is yours to arrange with a tracked service, because a change of mind is not a fault. Get in touch with your order number and the tracking details and we will process the refund once it reaches us.
Do you sell to hotels, spas and other businesses?
Yes. The wholesale page is the place to start, and a message through the contact form with the quantities and the products you are after will get you a reply.
How quickly do you answer emails?
Support runs seven days a week and we aim to come back to you within 24 hours.