FAQ

Ordering online is easy but if you prefer you can telephone the office on 01872 276524 Mon- Friday 9-3pm. We deliver throughout the UK.

Shipping is free for orders over £30 ( £3.50 below £30 )

You will recieve an email from us confirming your order. Orders placed before 1pm, on a weekday will be sent out that afternoon. Orders are generally sent using Royal Mail tracked 48 service. Some larger, over 5kg are sent with Parcelforce.

Yes! The email or text confirming dispatch will have a tracking link.

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 7 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 7 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 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.