FREQUENTLY ASKED QUESTIONS

1. Can I cancel my order?
Yes, you can cancel your order in most cases, please contact our customer support at contactus@toughout.co.nz for assistance. However, Once your order in processing or in transact, it would be very difficult to stop it, hence we require you make contact as soon as possible if you intend to cancel order.

2. Can I make changes to my order?
We’ll makes our best to accommodate any changes, including change to another product or change your delivery address etc. please email us at contactus@toughout.co.nz for help.
Again, please make contact as soon as possible as it would be very difficult to make changes once your order has been dispatched.

3. What type of payment do you accept?
We accept Bank transfer, Visa/Master Card

4. How can I be sure that I’ve made my purchase correctly?
You will receive an order confirmation email once you placed the order. Remember to check your spam folder if you did not receive one.

5. Can I track my order?
Yes, you can. You will receive an email notification once your order has been dispatched, which will including delivery details that provides you full visibility of the tracking.

6. My order hasn’t arrived, what now?
Please contact our customer support via contactus@toughtout.co.nz for assistance, we will look into it for you.

7. I’ve received incorrect/faulty/damaged item.
Please email us to contactus@toughout.co.nz, one of our representative will taking care of your issue.

8. Do you deliver overseas?
No, we can only deliver to New Zealand addresses.

9. Do you offer click and collect?
We are not yet able to provide pickup service at the stage.

10. Can I return an order?
Yes, we do accept change of mind returns in most cases, please refer to our Warranty and Returns Policy or contact us via contactus@toughout.co.nz for assistance.

11. Do you provide warranties on your products?
Yes, Toughout offers a standard 12 months’ manufacture warranties on most of our products, and you can find the warranty information in each product page.

12. How do I make a warranty claim?
If you have any issues with the product, please email us at contactus@toughout.co.nz and will do our best to help.

Terms of use of this website
These general terms & conditions are issued by Toughout Limited trading as TOUGHOUT and cover the use (includes but is not limited to visit/access our website, purchase on our site, participation in our promotions and subscribe to our newsletters) of our website – www.toughout.co.nz
By accessing and using our website you agree to be bound by these terms and conditions, as well as all applicable laws as governed and interpreted in accordance with the laws of New Zealand. If you do not agree with any of these terms and conditions, do not use the Toughout website.

Limitation of Liability
While we endeavor to provide accurate information on the website, typographical errors, inaccuracies and omissions may occur. Therefore, under no circumstances shall Tougout limited be accepting any liability, direct or indirect, for any kind of loss or damages arising from or in connection with your use of any information contains on this website. You acknowledge that it is solely your responsibility for your action taken in the use of the site.
We reserve the right to make changes or update information at any time without notice.

Links
The website may contain links to external internet websites. Toughout does not guarantee or approve of any material or representations on those websites. Nor do we warrant the connections of this website or any linked site, including any data, program or downloadable files that are free of viruses, Trojan horses, worms or similar devices.

Copyright
The content of this website is copyright of Toughout Limited or a third party. Toughout does not grant you any intellectual property right in this website. You must not use any trademark displayed on this website. You must only use this website, and you must only display, copy, distribute, or print of this website for personal use. You must not attempt to change, reproduce, add to, remove, hack or interfere with this website or its material.

Security
All payments via our website are processed using SSL protocol to protect your sensitive information, and establishing an account with us using your user ID and password is another great practice for accessing the security area of Toughout website. You can help to protect your details from unauthorized access by keeping your account information confidential and logging out your account each time you finish using the site.
You agree to immediately notify during business hours of any unauthorized use of your account or suspect any attempting money transfer without your permission.
We reserve the right to require proof of identification for security seasons for certain transactions.

Your comments
We welcome you comments regarding the Toughout product, service or website. Any comments, feedback, reviews, photos shall be and remain the property of Toughout Limited. We are entitled to use, disclose, publish and distribute any comments you submitted without compensating you in anyway. We ask you not to send us any comments that you do not want to assign to us or please do not include any confidential information in your comment.

Disclaimer
These terms and conditions may change from time to time, we do recommend you review these terms and conditions carefully each time of using the website.

Terms of Trade
When purchase from us, you acknowledge below

Orders
All orders are payable in full before delivery. We reserve the right to reject and cancel your order in full or partly where: (a)you are in breach the payment obligations or our inability to obtain authorization for your payment, (b)there has been genuine pricing or product description error, (c)Goods are found out of stock after the order confirmation, or(d) You not meeting the eligibility to order criteria set out in the listing.
Our customer service team will contact you for any cancellations and a refund will be provided on the amount paid that relates to the canceled portion of the order

Pricing and Payment
All prices listed on the Toughout website are in New Zealand Dollars and are GST inclusive. We reserve the right to alter prices on our website at any time for any reason. Online and in store pricing may differ.
Payment options are listed on the checkout page together with your order summary.

Delivery and Shipping
Where the product is able to be delivered/delivery options are listed on each product page.
Delivery and shipping charges will be payable on product purchase and may vary depending on the number of items to be purchased, the size and shape of the products, and your residential addresses.
You will receive an email confirmation once we dispatched your order and if anything causes delays or there is any problem, one of our team will contact you.

Privacy
Toughout collects your personal information to allow us to supply you with products or services. Please check our privacy policy.
By placing an order through our website, your consent to Toughout collecting your personal information including your name, contact details, and delivery address and agree to provide it to third parties including suppliers and delivery contractors to fulfil and deliver your order.

Further information
A further information can be found on our FAQ page or email us at contactus@toughout.co.nz