Shipping policy
Shipping Policy
We deliver Australia, New Zealand & World Wide with fast and reliable shipping partners, getting your Tuff Towel to you as quickly as possible.
PROCESSING TIMES
All orders are packed and shipped within 0–2 business days after payment is received.
DELIVERY TIMES
Standard Shipping: 3–7 business days (metro areas)
Regional Areas: Please allow up to 10 business days
Express Shipping: 1–3 business days (if available at checkout)
You’ll receive a tracking link via email as soon as your order has been dispatched.
SHIPPING COSTS
Standard Shipping: Calculated at checkout
Express Shipping: Calculated at checkout
Note: Shipping fees are non-refundable once your order has been dispatched.
DELIVERY ISSUES
We are not liable for delays once your parcel is in the hands of the courier, but we’ll always do our best to help resolve any issues.
If your parcel is marked as delivered but hasn’t arrived, please contact the courier directly and let us know at info@thetufftowel.com.au so we can assist.
INTERNATIONAL SHIPPING
We ship worldwide from our warehouse in Brisbane, Australia.
WHERE WE SHIP
We deliver to most countries. If we can reach you, your country will appear at checkout and your shipping will be calculated before you pay.
COSTS AND DELIVERY TIMES
International shipping is calculated at checkout based on the weight of your order. Free standard shipping applies in some markets once your order reaches the qualifying amount. If that applies where you are, it will show at checkout.
Orders are sent by tracked international post. Typical delivery is 6 to 27 business days depending on the destination and how quickly your parcel clears customs. You will receive a tracking link by email as soon as your order is dispatched.
IMPORT DUTIES, TAXES AND CUSTOMS FEES
Please read this part before you order.
The price you pay at checkout covers your order and the cost of getting it to your country. It does not include import duties, import taxes such as VAT or GST, or any customs handling and brokerage fees charged in your country.
These charges are set by your government, not by us, and we do not receive any part of them. They are usually collected by the carrier or your local postal service before your parcel is delivered, and your order will be held until they are paid.
What you pay depends on your country, the value of your order, and local rules that change from time to time. Some countries charge nothing on smaller orders. Others charge from the first dollar. If you would like to know before you order, your local customs authority or postal service is the right place to check.
Where we are registered to collect tax in your country, that tax is charged at checkout and shown on your order. In that case you will not be charged it again on arrival.
WHY WE CANNOT DECLARE YOUR ORDER DIFFERENTLY
We are sometimes asked to mark an order as a gift or a sample, or to declare a lower value.
We cannot do this. A customs declaration has to accurately state what is in the parcel and what you paid for it. Declaring anything else is a customs offence, and it can result in your parcel being seized or destroyed and penalties for both of us.
IF YOU DECIDE NOT TO PAY THE CHARGES
If you decline the charges, your parcel will usually be returned to us. In some countries it is destroyed or disposed of by customs instead.
If it comes back to us, we will refund your order once it arrives at our warehouse. The original shipping cost, and any return freight or customs charges we are billed, will be deducted from that refund. Please allow several weeks, because we have no control over how quickly a refused parcel makes its way back.
If your parcel is destroyed or abandoned by customs, we are not able to refund it.
DELAYS AT CUSTOMS
Customs clearance can add time and it sits outside our control. If your tracking has not moved for more than ten business days, email us at info@thetufftowel.com.au with your order number and we will chase it with the carrier.
