FAQ

Ordering

Ordering online is easy, but if you prefer you can place a telephone order by ringing our shop on Tel : 01872 276524 during normal business hours. We deliver throughout the UK.

We send within the UK.

After checkout you will receive an email from us confirming your order. We then pack it up and it will be sent out. Once it has been picked up by Royal Mail, you should receive an email or text with tracking.

If you order before 1pm, on a weekday, it will be sent out that day. Orders are generally sent using Royal Mail 48 Tracked service. Some larger, over 3kg, are sent with Parcelforce. Some local deliveries we do ourselves weekday afternoons. Either way, you will receive an email or text confirming dispatch

Delivery

Order before 1pm and we'll ship it that same day (Mon-Fri). It'll go Tracked 48 with Royal Mail.

Orders placed after this, over the weekend or during peak periods will go out the following business day. We will contact you if there is a delay.

Shipping is free over £30 (£3.30 below £30).

Shipping is free over £30 (£3.30 below £30). Order before 1pm and we'll ship it that same day (Mon-Fri). It'll go Tracked 48 with Royal Mail.

You should receive your order within four working days.

We send with Royal Mail 48 hour tracked service BUT please bear in mind that the postal service is having to cope with an increased workload. With this in mind, we suggest you allow an extra day or so for delivery.

Returns

Damaged or Incorrect orders If for any reason your order is incorrect or damaged then Tugboat offers a replace or refund policy, please contact us within 14 days of the items being delivered to arrange return of the goods.

Change of mind If you have changed your mind and the items are unsuitable then please contact us within 14 days of receipt of the goods to arrange a refund. You will incur the carriage charge for return of the goods. Please note that refunds are subject to the provided goods being saleable, unused and complete in their unopened original packaging. Please allow 10 working days for this process.

Unless the item is faulty, damaged or incorrect, all shipping back to Tugboat is to be paid for by the customer. We recommend that you obtain a ‘proof of delivery’ as we cannot be held responsible for goods lost or damaged in transit

Please, please contact us. Email or telephone us at the shop, to let us know what has happened. Mistakes do happen and we really would rather know about a problem and be given the chance to fix it than not hear from you again.