SHIPPING - SHORT VERSION
To return your product, you will need to contact Customer Service for an RMA# then mail your product to: Tuff Stuff Overland, 1050 N. Vineyard Ave, Ontario, CA 91764, United States
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
SHIPPING - LONG VERSION
Items less than $50 will not have "free" shipping. We will charge a minimum of $10 to cover some of our shipping costs. This is fair. If we don't charge something we lose money and cannot offer certain low dollar items.
Small items (under 150 pounds) will be shipped by ground service or express service (if requested).
Larger items will be shipped by truck freight (LTL). Truck freight is tailgate only. You must have someone available to inspect and unload the freight item.
LTL – Very Important
If the condition of your package is questionable, at all, refuse the freight item and immediately contact our Customer Service Department toll-free at 1.866.220.0171.
DO NOT SIGN for the item. The driver may indicate that you have to sign and take the item regardless of damage, but rest assure you do not. In fact, most manufacturers will hold you responsible for what they call "concealed" damage. Meaning, everything looks fine with the outer packaging, then you open your precious to find it damaged! Don't let it happen to you. Always thoroughly inspect the actual item then sign.
We do not ship C.O.D. orders to a P.O. Box, APO, or FPO.
All orders must have complete shipping address and phone number. We don't sell this information. But we might need it if there is a question or issue with your order. If we don't have a valid address and phone number your order will be delayed if an issue comes up.
Special orders & truck shipments can take approximately 2 to 6 weeks depending on the items.
All international orders require payment in advance. Due to various rate differences and depending on which items are ordered, freight fees will vary. It is important that you contact our Sales Department regarding all international orders. All international orders must have a phone number. We have no control over value-added taxes or duty charges. These are the responsibility of the customer. All international sales are final. We accept no backorders or returns on international orders.
All shipments should be inspected at the time of delivery. Damaged packages should be refused immediately; no claims can be filed after 3 days of delivery. Not our rule, this is how UPS and FedEx roll.
If your damaged shipment was delivered by UPS, please call 800-PICK-UPS and report the damage.
If your damaged shipment was delivered by Truck Freight, please contact the freight carrier at the phone number on the carrier's bill.
After contacting the carrier, please call our Customer Service toll-free at 1.866.220.0171. We have no control over the shipper but we will do everything in our power to help facilitate the process. And trust us, it's a process if an item gets damaged in transit. The quicker you take action (call the shipper, take pictures, call us) the quicker the claim will be resolved.
Returning Items Damaged in Transit
If you receive a damaged package, you should refuse delivery. If the item is left on your porch contact customer service toll-free at 1.866.220.0171 or use our Customer Service form (in our website footer) within 3 days. If you refuse delivery, the order will be returned to us. If you contact customer service, we will help you file a damage claim with the carrier.
Regarding damage claims:
Please be prepared to describe the damage and provide photographs
Keep the package and parts in the same condition as they arrived
The carrier may request a physical inspection of the package but this should be rare since you already know to inspect the item before you sign for it
The carrier will void your claim if you do not have the packaging (even if the packaging looks like garbage keep it!)
All carrier damage claims must be filed within 3 days of receiving the products
Please call toll-free 1.866.220.0171 or use our Customer Service form (in our website footer), provide a specific reason for your return, and request a Return Goods Authorization (RGA) number. We will reply back in a timely manner.
We warranty all merchandise for a minimum of 30 days against defects in workmanship or materials for normal use. Keep all manufacturer's warranties and owner's manuals you receive with the merchandise ordered. In the event an item becomes defective, please refer to the manufacturer's warranty information for proper procedure on returning the merchandise. All claims are initiated by calling our Customer Service Department for a Return Goods Authorization Number (RGA). Returned items will be inspected for warranty eligibility. We will not be responsible or liable for labor, or incidental or consequential damage of any kind. In no event shall our liability exceed the cost of the goods. We don’t pay for mechanics, rental cars, etc.
Product Installation Policy
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. Seriously, do your research and ask questions before you purchase.