1. Can I cancel my order?
Yes, you can cancel your order in most cases, please contact our customer support at firstname.lastname@example.org 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 email@example.com 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 firstname.lastname@example.org for assistance, we will look into it for you.
7. I’ve received incorrect/faulty/damaged item.
Please email us to email@example.com, 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 firstname.lastname@example.org 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 email@example.com and will do our best to help.