Delivery

Europe - For customers within the European Union, we offer free delivery on all orders over €60. For orders below this threshold, shipping charges are calculated at checkout based on destination and delivery method. Orders are typically delivered within 10 working days. All applicable duties and taxes are prepaid at the time of purchase, ensuring that no additional charges or fees are due upon delivery.

For countries outside of the European Union delivery cost varies depending on your location, size and weight of your order. Please enter your address at checkout to find out how much it will be and see an estimated timescale for delivery. Deliveries are sometimes subject to additional charges for customs clearance and sales tax, which are out of our control. We recommend you check the regulations that apply where you live. 

Other Worldwide destinations

We deliver to most worldwide destinations not mentioned above. The cost for this varies depending on your location. Please enter your address at checkout to find out how much it will be and see an estimated timescale for delivery. Deliveries to other countries are sometimes subject to additional charges for customs clearance and sales tax, which are out of our control. We recommend you check the regulations that apply where you live. 

Incorrectly addresses shipments

Occasionally, an incorrect delivery address may be entered at checkout, either through express payment methods that autofill saved details or through a mistype. We strongly recommend checking your delivery address carefully before completing your order.

If this happens, please contact us immediately at hello@tug-e-nuff.co.uk with your order number and the correct address.

If your order has not yet been dispatched, we will make every effort to update the details before it ships.

Once an order has been shipped, we are unable to amend the address or redirect the parcel in the carriers network. However, if the parcel is returned to us by the carrier, we can arrange redelivery. Our team will contact you within 5 working days of the parcel being received back at our warehouse.

Please note that if the parcel is not returned to us, we are unable to issue a refund or replacement. 

Missing, delayed or damaged parcels

We work hard to make sure your Tug-E-Nuff toys get to you as quickly as possible. Occasionally, delays happen and very occasionally parcels go missing after they leave us. 

Timescales for delivery should be considered estimates. If your parcel does not arrive within the expected timeframe, we kindly ask you to wait a set period of time before we are able to ask our delivery partner to investigate. 

The timescales for this depend on your location...

• UK delivery - 7 days
• USA delivery - 10 days
• All other destinations - 25 days

If your order has still not arrived after this time, please email hello@tug-e-nuff.com and we will be happy to help. 

We may need to allow additional time for our delivery partner to investigate before we can issue a replacement (if necessary). We will keep you informed of the steps we are taking and the outcome at each stage.

In the unlikely event that your parcel arrives damaged, please in the first instance take a photo showing the damage before opening the package. Please then check all the contents match the packing slip which is included with your shipment, if there is a discrepancy please capture a photo of all the contents of the parcel and reach out to us by emailing hello@tug-e-nuff.com where we will investigate. 

Delivery discrepancies

In the unlikely event, there is an item missing or you have been sent the wrong item please contact us within 14 days of receiving your order to notify us. We will ask you for a photograph showing the total contents of your delivery. Should there be a genuine mistake we will of course send you the correct or missing item.