Who We Are and How to Contact Us

• Who are The TUFFTEQ?
  • Welcome to TUFFTEQ, where innovation meets equine care. Our journey began with a simple mission: to redefine the standard of fly protection for horses. Driven by our passion for equine welfare, we create products that offer superior protection, durability, and comfort for your beloved equine companions.
• How can I contact you?
  • You can reach us at info@tuffteq.shop for any inquiries or assistance.

 

Placing Your Order

• Can you help me choose my product?
  • Absolutely! Our team is here to help you select the best products for your horse's needs. Contact us at info@tuffteq.shop for personalized recommendations.
• Can I order over the phone?
  • Currently, we only accept orders through our online store for your convenience and security.
• How do I leave feedback?
  • We welcome your feedback! You can leave a review on our website or email your comments to info@tuffteq.shop.

 

Receiving Your Order

• When will my order be dispatched?
  • Orders placed before 11am PST are typically dispatched the same day. Orders placed after this time will be dispatched the next business day.
• When will I receive my order?
  • Delivery times vary based on the shipping method selected. Standard shipping takes 5-7 business days, while expedited options are available for faster delivery.
• Do you offer next-day delivery?
  • Yes, we offer next-day delivery options. Please choose the appropriate shipping method during checkout.

• Can I collect my order?
  • We currently do not offer a collection service. All orders are delivered directly to your specified address.

 

How Do Payments Work?

• What payment options are there?
  • We accept major credit cards and PayPal for your convenience.
• Are payments secure?
  • Yes, all payments are processed securely with encryption to protect your personal and financial information.
• What about import duties and taxes?
  • Import duties and taxes are not included in the item price or shipping cost. These charges are the buyer's responsibility.

 

Using Your Account

• Do I need an account to place my order?
  • No, you can place an order as a guest. However, creating an account allows for faster checkout and order tracking.
• Are my details secure?
  • Yes, your personal information is protected. Please review our Privacy Policy for more details.
• How do I change my password?
  • You can change your password in the account settings section on our website.
• How do I recover a forgotten password?
  • Click on "Forgot Password" at the login page and follow the instructions to reset your password.
• How do I add a new delivery address?
  • You can add or update delivery addresses in your account settings.

 

Returns and Exchanges

• How do I return an item?
  • To initiate a return, please contact us at info@tuffteq.shop within 30 days of receiving your order.
• How long do I have to return an item?
  • You have up to 30 days to return an item from the date of purchase.
• Can you send a replacement urgently?
  • Yes, we can expedite replacements for urgent needs. Please contact our customer service for assistance.

 

Warranty Claims

• How do I make a warranty claim?
  • If your product doesn't meet your standards, contact us within 30 days for a money-back guarantee.

 

Privacy

• How do you use my personal information?
  • We use your personal information to process orders, improve our services, and communicate with you. For more details, please refer to our Privacy Policy.
• Does this website use cookies?
  • Yes, our website uses cookies to enhance your browsing experience. Please refer to our Cookie Policy for more information.

 

Discounts & Promotions

• Do you price match?
  • Currently, we do not offer a price match guarantee.
• Do I need to return free gifts?
  • Yes, if you return an item that came with a free gift, the gift must also be returned.

 

Additional Information

• How much is shipping?
  • Standard shipping (5-7 business days) is free. Expedited shipping options include 3-day shipping for $5.00 and 2-day shipping for $7.00.
• Whole Sale Inquiries
  • For wholesale purchases, please email info@tuffteq.shop for more information.