Refund Policy
RETURNS - SHORT VERSION
Our policy lasts 30 days. If 30 days have passed by since your purchase, unfortunately, we can’t offer you a refund or exchange. You are dead to us. Just kidding, give us a call or send us an email and we can see if there is something we can do to help you out.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Not kidding, no one wants your second-hand stuff. Take it to Good Will, re-gift, or try to sell it on Craigslist, OfferUp, or one of those super awesome platforms. No need to get mad or frustrated... turn it into cash money!
RETURNS - LONG VERSION
We understand that you may need to return your purchased item due to an issue with your product. Rest assured that most products available at Tuff Stuff Overland are returnable. As long as they are returned with all original packaging, paperwork, and parts in new and unused condition. Meaning, make certain that the item fits before trying to install it. Do a "dry" fit. Double check your year/make/model info and verify the item you just received is the one that fits your vehicle. Once it has scratches, dents, dirty shoe marks, etc. no one else is going to want it. Don't be that customer.
To return an item, a Return Authorization Number (RA#) must be requested within 30 days of receipt of the product. When shipping the return, this RA# must be clearly displayed on the package. Items returned without an RA# cannot be refunded or exchanged.
Authorized items must be returned with all original packaging, paperwork, and parts in new and unused condition. A refund will not be issued if items are not returned in this condition.
Due to Covid-19 related issues, tents cannot be returned once used.
As a courtesy, Tuff Stuff Overland may decide to issue a refund prior to receiving the returned item. If the item fails inspection upon arrival, we reserve the right to reverse the courtesy refund. All this means is to make sure the item qualifies for a full return prior to shipping the item back.
Also, we've seen folks get frustrated and throw all the parts, loose screws, etc. into the box and ship it off without a second thought. Well, slow your roll buddy, any damage caused during the return shipment will be your responsibility. So package it up like you’re about to have a night of sweet lovemaking. If we open the box, and it's a hot mess inside, that product will take the form of a clingy ex and come back to you. I think we can all agree that's a pretty fair condition on our side. If not, we may not be a good fit for you and you’ll want to purchase elsewhere.
Tuff Stuff Overland is not responsible for damages incurred during product installation or use, and will not compensate for any speeding tickets, damages, tents flying off due to installation issues, nor reimburse labor charges, installation fees or credit card fees, under any circumstances. Seriously, we once were asked to pay for a speeding ticket because one of our products made a customer's car go too fast. Yep, mom thought it was our fault her teenage son got a ticket for speeding. Hence the all-encompassing verbiage.
Return Process
-Contact a Tuff Stuff Overland Customer Service Representative toll-free at 1.866.220.0171 and let the team know that you'd like to return your purchase.
-Our Customer Service Team will provide you with an RA#, and email you detailed return instructions.
-Clearly display the RA# on the package and return to the address given in the email.
The customer is responsible for all return shipping costs unless the return is due to manufacturer defect or Tuff Stuff Overland error.
-The original method of payment used to place the order will be credited the purchase price, minus the ship to and return shipping costs. Tuff Stuff Overland will send a confirmation email once the refund has been issued. Please allow up to 4-7 business days for your bank to process the credit. We all know they process the credit same day and hold the funds for interest purposes for the next week but what can you do.
Defective Items
If you receive an item that is defective or broken, stop and takes pictures, Tuff Stuff Overland will provide you with a prepaid return shipping label. To receive the return shipping label, follow the return procedure above.
Items Damaged in Transit
If you receive a damaged package, you must refuse delivery and contact customer service toll-free at 1.866.220.0171 or returns@ecomauto.com within 3 days of attempted delivery. If you refuse delivery, the order will be returned to us. If you accept delivery due to concealed damage, contact customer service, we will help you file a damage claim with the carrier.
Warranty Items
Tuff Stuff Overland guarantees the workmanship of the products we sell for 30 days from the date of receipt. All returned items will be inspected for warranty eligibility. You are responsible for the cost of shipping merchandise to one of our distribution centers for warranty inspection.
Most of our products are covered by manufacturer’s warranties and/or guarantees that cover the merchandise for a certain period of time. Please check the product documentation for more information regarding the product warranty policy. Should your product fail after 30 days, please contact our customer service department toll-free at 1.866.220.0171 and we will assist you in submitting a claim.
Tuff Stuff Overland will not be liable for any indirect, special, incidental, or consequential damages from any products sold. We will not be responsible or liable for inconvenience, labor, legal fees, or any other costs incurred while the item is being inspected or replaced.
Exclusions from warranties
Electrical and computer items
Any problem from misuse or improper installation
Damage to your vehicle (if a product falls off due to improper installation we'd consider this beyond the scope of the warranty)
Consequential costs or damages (storage fees, mechanic fees, car rental fees, tickets from the PoPo, etc.)
Restocking Fees
Some items require a restocking fee. The fees can range from 15-30% depending on the item. Some items qualify for a refund, minus the restocking fee and any return shipping costs, when returned with all original packaging, paperwork, and parts in new and unused condition.
Non-Returnable Products
Some items, including (but not limited to) custom patterned, custom painted items, special ordered items, are not eligible for a return. So, if you order a hot pink tent and then change your mind after seeing how hot and how pink the cover really is, it's yours. We suggest Craigslist, eBay, or give to your neighborhood Mary Kay representative as a gift, etc.
If there is a manufacturer defect or Tuff Stuff Overland error, these items may be returned for credit.
These items cannot be returned:
Any product that has been installed, including tents, racks, etc.
Opened electrical items
Custom items
Custom painted or monogrammed items
Closeout or clearance items
Small children
Special order items
Tuff Stuff Overland extends the active return period from 30 to 60 days on orders placed between “Black Friday” (the Friday following Thanksgiving) and Dec 24th. All other return policies and procedures still apply.
Product Installation Policy (umm... I think you're doing it wrong)
Tuff Stuff Overland has no control over the use of any product. Tuff Stuff Overland, therefore, expects the customer to exercise good judgment as to the proper selection, installation, use and maintenance of any product. Tuff Stuff Overland assumes no responsibility for damage or injury of any kind due to any misuse or improper application of any products in any way by any person.
Returns FAQ
Why do you ask for pictures?
We're living in a modern world and use modern technology to work through issues. It's a lot less expensive to send a few pics than to ship the product back when a picture can tell us the same story. You pay for the return shipping so wouldn't you rather bang out of few pics and avoid that extra cost if possible?
Another example, you get your package or crated tent and it's all jacked up (or even a little jacked up)... you better paparazzi it like you just saw Michael Jackson doing the moon walk down your driveway! That there is what we call "carrier" damage and we'll help you file a claim. The picture shows that's how you received the item. Case closed.
How can I return an item?
Contact a Tuff Stuff Overland Customer Service Representative via our toll-free phone 1.866.220.0171 or email customerservice@ecomauto.com and let the team know that you'd like to return your item. We will provide you with an RA# (Return Authorization) and email you detailed return instructions. Valid RA#'s are required in order for us to quickly identify your return and issue credit. No valid RA# = No Credit.
Can I exchange an item?
Items that include all original packaging, paperwork, and parts in new and unused condition may be returned. Just follow the Tuff Stuff Overland returns procedure. It’s a paperwork thing.
Will I pay a restocking fee?
Some products require a restocking fee. The fees can range from 15-30% depending on the item and the manufacturer. These items can be refunded, less the restocking fee and any return shipping costs. The items will be inspected before a credit is issued.
Who pays for return shipping costs?
If the return is due to manufacturer defect or Tuff Stuff Overland error, we will pay for return shipping. Otherwise, the customer is responsible for the cost of returning the item.
What should I do if I received the wrong item?
-Confirm whether the item you ordered is the item you actually received. You can do this by comparing the part number on the shipping receipt to the part number on your email order receipt.
-Confirm that the part number on the order receipt is the same as the part number on the item packaging. Items can be incorrectly selected by the fulfillment warehouse.
-Confirm that the part number on the order receipt is the same as the part number on the item itself. Sometimes items are incorrectly packaged.
-Confirm that the part number on the order receipt is the right part number for your vehicle's year/make/model/submodel/cab size/bed length/engine.
-If the numbers do not match, call us toll-free at 1.866.220.0171 and let the team know that you'd like to return your purchase.
What if I get mad, decide not to bother contacting Tuff Stuff Overland for an RA#, or have a few too many beers on any given Sunday and return the item without authorization?
We may not be able to locate your return. We have multiple warehouses across the country and cannot link returns without the RA#. If you return an item without an RA# the chances are high that it will either get refused by the shipping department or lost in Return Land (that's right next to where Missing Sock Land resides). No valid RA# = No Credit.
If the item is returned with a valid RA#, we'll process your return, exchange the item for the correct part (if available), and send you a prepaid UPS shipping label if the error is ours.
If you are shipping an item over $50, you should seriously consider using a trackable shipping service (UPS or FedEx) or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Many tears have been shed by not taking this extra step.
