Charges
Delivery charges vary according to the type of goods ordered, shipping zone, and these charges are added to orders at the checkout phase.
Days
We ship ORDERS out to customers 3 days per week: Monday, Wednesday, Thursday. Orders placed before 2pm on these days will generally go out on a next day service. This does not include large items and palleted goods.
For larger items, including soft top tents, Kalahari-X, Sahara X and 270 degree awnings we use a 2 man delivery service. Orders received by Tuesday 3PM will be delivered the following Friday.
Please let us know if your order is urgent as certain items can be sent out via an upgraded PALLET service (additional costs may occur).
We trust our couriers to deliver your order promptly but please note we are not responsible for any delays in delivery! In the 1st event of a delay please contact the courier company using the tracking number/link for your package.
Please note – some deliveries may be split into 2x or more deliveries by the couriers. This is normally if the order consists of a smaller box and a long item.
If only 1x part of your order arrives please contact the courier directly, using the tracking number/link for your package. Normally the 2nd part will be delivered within 24 hours.
Please be aware we do not have any control over this, it’s due to how the couriers deal with different sized boxes etc!
Specific Products
Very large, overly heavy or high value items such as the OVERLAND MK3 Roof Tent and ALU-CAB GEN 3R Roof Tent and BUNDUTOP Roof Tent must go out on a custom 2.4m long wooden pallet.
- This is because their packed weight exceeds the safe working limit for couriers, and in addition being aluminium they could easily be damaged in transit.
If you order these 3x models you must be able to take delivery of a very large, heavy 2.4m long pallet, delivered by an 18t lorry with a tail lift.
Delivery
We will deliver the goods to the address you specify for delivery of your order.
- It is important that this address is accurate
- If there is a mistake with your address leading to a redelivery charge you will be responsible
We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence).
Backordered OR Special Order
Please note that for backordered items, any estimated time of delivery is exactly that, an estimate only.
We try our hardest to get these items in as quickly as we can, however delays occur that are outside of our control, such as shipping delays, adverse weather, customs control. and manufacturing delays.
We understand it can be frustrating waiting for an order but we are at the mercy of the shipping companies until it reaches us, upon which we get all backordered items sent out asap to you.
Once our containers are on the water, we can provide you with a tracking link to track the shipment so you can keep up to date with it’s progress. We will let you know about any delays as soon as we hear about them so you stay up to date.
Courier Information
- We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed.
- You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
- We use a variety of couriers for the items we sell. You will receive a tracking link for orders being shipped out with DPD (usually within 2-3 working days) and receive a text with a time slot for your delivery.
- For larger items, with a 2-man delivery service, you will receive a text or email with a 2hr time slot once goods are collected from our warehouse.
- If your item is being sent through Palletrack you will receive a delivery timeframe (usually 1-4 days) but no tracking is available with this service.
- Please note Palletrack is a curb side delivery. Larger items (OVERLAND MK3, BUNDUTOP, GEN 3R roof Tents) will need to be received by a forklift due to the size and weight, please ask us if unsure.
Delayed Deliveries
If your item hasn’t arrived with you in the estimated time frame for delivery - please check with the courier first and if no luck contact us and we will see if we can chase up the location of the delivery.
Damage upon delivery
- Please inspect all goods thoroughly immediately upon delivery.
- If any packaging or item appears damaged, you must sign for the goods as 'DAMAGED' with the courier.
- If the damage looks too great please refuse the item.
- If you do not have time to inspect the items at the point of delivery, you must sign for them as 'UNCHECKED'.
- Any damage, shortages, or discrepancies must be reported to our customer service team in writing (via email with photographic evidence) within 24 hours of receipt.
- Failure to note damage with the courier or report it to us within this timeframe will invalidate any subsequent transit damage claims, and a replacement or refund may not be possible.
If you have any questions or complaints about the goods please contact us:
TUFFTREK®
Tuff-Trek Ltd
Unit M2, Swallows Business Park
Diamond Drive, Hailsham
East Sussex
BN27 4EL
United Kingdom
What3Words: outdoor.commuting.enhancement
Opening Hours
Monday–Friday: 09:00–17:00
Get in Touch
Telephone: +44 (0)1825 840 786
Email: contact@tuff-trek.com