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FAQs

Frequently Asked Questions

Click on the following subjects to read the questions and answers:

Warranty

Returns

Orders and tracking

Product care

Product information

Styling and product tips

 
WARRANTY
1.) How long is my CROC unit covered under warranty? Your CROC unit is covered for one year from the date of purchase from an authorized vendor. You must have a valid receipt from the authorized vendor, in order to receive warranty coverage or submit a warranty claim. Warranted items will be repaired or replaced for you at the company’s discretion. 2.) What does my warranty cover? Your one year warranty protects your CROC unit from any defect or problem stemming from a defect due to workmanship from the manufacturing process. A unit is not considered defective, unless examined in our Repair Center by a trained technician. 3.) Are there exclusions to my warranty coverage? Yes, the following are exclusions not covered under warranty: - Physical or internal damage caused by misuse, mishandling, or accidental damage (such as, but not limited to, dropping a unit). - Normal wear and tear, such as scratches on the plates, product build up, broken exterior, loose plates, etc. - Improper voltage usage outside of the United States. - Cord malfunction caused by pulling on the cord improperly, or wrapping the cord around the unit. - Tampering, modifications, or repair attempts by another party other than a technician employed by CROC/Turbo Ion, Inc. will void your warranty coverage. - Purchase from an unauthorized vendor will void your warranty coverage, and in this situation your consumer rights lie with the point of sale. - Removal of any labeling or serial number from a unit. 4.) How do I know if I am covered under warranty? In order to receive warranty coverage, you should have activated your warranty within thirty days of the purchase date, and be found in the CROC Warranty Database. If you are not found in the CROC Warranty Database, you can still establish your warranty coverage by providing our company with a valid receipt from an authorized vendor, showing the unit has been purchased within a year to date. Non-valid receipts are handwritten receipts without the proper business information as required by the company, credit card statements, or other forms of receipts which the company considers non-valid. 5.) How does the warranty process work for a CROC unit purchased as a gift? If you received a CROC unit as a gift, you must obtain a copy of a valid receipt in order to activate or claim warranty coverage. We recommend if you are purchasing a CROC unit as a gift, you provide the recipient with a copy of the receipt or activate the warranty for the recipient before gifting the item. Without a valid receipt at the time of warranty submission, a CROC unit cannot be determined to be under warranty coverage. 6.) What online vendors are not authorized sellers of CROC products? Online vendors such as Amazon.com, Ebay.com, Overstock.com, Misikko.com, Sleekhair.com, and any other website the company deems unauthorized, are not established sellers of the CROC product line, and do not have a valid account with our company. We do not guarantee under warranty any products bearing our name or logo and purchased through an unauthorized website. Please make sure to check with our Customer Service Department to confirm if a vendor is an authorized seller of the CROC brand.  
RETURNS
1.) How do I send my CROC unit to the Repair Center? In order to receive the best possible service through our Repair Center, please follow the directions listed in our Repairs/Replacements Process here. 2.) Am I able to send a CROC unit to the Repair Center, even if it is not covered under warranty? Yes, we still accept units not covered under warranty for examination and possible repair or replacement. If a unit is not covered under warranty, repair or replacement fees, plus shipping and handling fees, will apply. 3.) Can I purchase a replacement part and repair the unit myself? No, for liability reasons we cannot provide replacement parts for “at home” repairs. For your safety, and the safety of your CROC unit, please follow the proper steps and allow our Repair Center to properly assess and repair your item. 4.) How do I check the status of my unit while it is in the Repair Center? In order to check the status of your current repair or replacement, please email your name, phone number, and the tracking number from your shipped unit to info@turboion.com. A Customer Service representative or technician will contact you with information regarding the status of your unit. 5.) Do you provide a temporary unit for use while my CROC unit is in the Repair Center? No, we do not provide a temporary unit for your use while your unit is in our Repair Center. Please plan accordingly, before sending in your unit to be examined by a technician. 6.) I purchased my CROC unit from an outside vendor, how do I return it for a refund? While we do have our own refund policy and procedure, we do not provide a refund for an item not purchased directly from our company. You should contact the company you purchased from in order to discuss a refund within their set company policies.  
ORDERS AND TRACKING
1.) How do I track my order from your company? If you placed an order successfully through CROC24.com, you will receive tracking information within 1-3 business days after the order has been shipped. If you are anticipating the return of a repaired or replaced unit from our Repair Center, you may email a request for your tracking number at info@turboion.com. In your request, please include your name, phone number, and address for reference’s sake. 2.) Are there additional fees if I am purchasing from outside of the United States? All international consumers are subject to their country’s Customs fees and taxes. This is not an additional fee charged by our company, and we anticipate that all international customers will be familiar with their country’s laws regarding international purchases and Customs taxes. 3.) What do I do if I received an item which was damaged in transit? While this is rare, the occasional accident can occur when an order is being shipped. Please take pictures of the outside packaging, item packaging, and the item itself. Submit your pictures, a photocopy of your invoice, and phone number to info@turboion.com. A Customer Service representative will contact you regarding the damaged item. 4.) What Terms and Conditions apply to pricing and promotions? We are not able to advertise or advise in advance of an upcoming promotional discount for a product. After an order has been placed, it cannot be refunded to accommodate a new, discounted order. If an order has been processed within our warehouse or shipped, we are not able to issue a full refund, and the standard Return/Exchange policy procedures will apply to your order. All promotions can not be combined or accumulative. 5.) What is the refund policy and process if I purchased directly from your company? Returns for refund or exchange are only allowed within 14 days of the date of the order completion. All sales are final, and no refunds or exchanges will be allowed for non-warranty items. If you are having difficulty with an item, and are past the 14 day refund policy, any return made will be treated as a warranty submission through our Repair Center.  
PRODUCT CARE
1.) What is the best way to care for my CROC iron? Keep your plates clean of residue or product build up, by wiping them regularly with a smooth, gentle cloth. If you have a CROC Infrared model, clean the infrared strip with a q-tip, to prevent any build up from clogging the lights. 2.) What is the best way to care for my CROC dryer? Regularly remove the back vent cap on the dryer to remove any built up hair or dust. This will keep your dryer clean, and the motor working properly. 3.) If my iron won’t heat past 230 degrees, what do I do? Your iron has switched into Celsius mode, and can be switched back to Fahrenheit mode easily by following the directions below: - Unplug the iron, then plug it back in, but do not turn it on. - Hold down on the increase temperature button, then at the same time, hold down the power button. - The iron’s digital display should flash an “F” and begin heating to its desired Fahrenheit temperature. Please note, this is not a reset for any other issue, and only works to switch the iron back into Fahrenheit mode.  If the iron displays any other message than the “F” or does not heat up to its maximum temperature, please contact our Customer Service Department. 4.) How do I promote the life span of my unit? Refrain from wrapping the cord around your unit, and always keep your unit clean and properly stored in a dry, safe area. Always unplug your unit after each use, and make sure to maintain safe and careful practices and habits when using your unit. 5.) Can I use my CROC iron when I travel outside of the United States or Canada? Most CROC flat irons can be used up to 240v. However, our older units did not have this feature, and we advise that you call our Customer Service Department and check to make sure your iron is travel ready before using it outside of the United States. 6.) Can I use my CROC dryer when I travel outside of the United States or Canada? No, our CROC dryers are not considered dual or free voltage, and should only be used within the United States and Canada.  
PRODUCT INFORMATION
1.) If I leave my iron plugged in, will it automatically shut off? Most of our irons feature an auto shut off feature. The auto shut off feature will automatically turn off the heat of your iron after 30-40 minutes of non-use. However, it does not shut off the electrical current running from your socket to the iron, and you should always remember to unplug your unit to promote the longevity of the unit, and for safety purposes. 2.) Are titanium plates better than ceramic plates? Titanium plates are beneficial in providing even heat distribution, an exceptionally smooth glide, enhance durability, are easy to use on all hair types, prevent snagging or pulling, deliver instant heat, reduce styling time, eliminate static, reduce damage to hair, and provide your hair with a shinier finish. 3.) What temperature options do I have on my iron? CROC irons with digital temperature controls allow you to choose from 18 custom settings, ranging from 280 to 450 degrees Fahrenheit. You are able to choose your desired temperature within that range, and adjust the temperature as needed depending on your styling needs. 4.) What is the difference between Negative and Positive ions? Negative ions provide a conditioning-like effect on your hair, compact the cuticle, and reduce frizz. This type of ion is typically used when you are seeking a straighter, sleeker style. Positive ions allow the hair not to be overly smoothed, open the cuticle, and create height. This type of ion is typically used when you are seeking a more voluminous style. 5.) If I dropped my unit, is it still safe to use? Always use your best judgment after dropping a unit. We have designed and manufactured our units to be sturdy, and resist damage upon impact. However, our CROC units are not shockproof, and if you notice anything out of the ordinary when using your unit after it has been dropped, it may be in your best interest to contact our Customer Service Department, or send in the unit to be examined at our Repair Center.  
STYLING AND PRODUCT TIPS
1.) What is the best temperature for styling my hair? Depending on your hair type, we recommend a general temperature range for using our products. Normal Hair: We recommend a temperature range of 360-380 degrees Fahrenheit. Coarse, Thick, Curly, or Ethnic Hair: We recommend a temperature range of 380-410 degrees Fahrenheit. Bleached, Chemically Treated, Damaged, or Fine Hair: We recommend a temperature below 360 degrees Fahrenheit. Of course, you are the best judge for your hair, and should always use your own discernment when applying heat to your hair. 2.) Do I need heat protection when using my CROC unit? Yes, you should always protect your hair in case of heat damage. Because our CROC tools are a professional styling tool line, we caution use of heavy products when using your unit. A light, heat protection such as a serum or spray is recommended. Make sure if you are using a product with your unit, you clean your unit properly to prevent product build up or damage to the unit. 3.) Will styling with my iron at 450 degrees give me better results? Not necessarily. You should always use the proper temperature range for your hair, in order not to damage your hair with excessive heat exposure. Consult with your stylist for their recommendations on what heat level you should use on your hair, or follow our recommendations as listed above in this section. 4.) Is the CROC brand a good fit for my fine, thin hair? Yes! With the temperature ranges offered on all our tools, the CROC brand has been externally and internally designed for all hair types and textures. As always, exercise caution in using too high of a temperature when styling your hair, and make sure you adjust your heat settings according to your hair type. 5.) I’m not a stylist, is it safe for me to use a CROC professional styling tool? Yes, and as a matter of fact, when used correctly, a CROC professional tool can be safer and more beneficial to your hair than other brands found in stores. Because of the advanced technology behind our products, you will receive better styling results and achieve healthier, happier hair. FAQs
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