FAQs

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.