Charges
Delivery charges vary according to the type of goods ordered and the shipping zone. Charges are calculated and shown at checkout before your order is confirmed.
Dispatch Days
We ship orders out to customers three days per week: Monday, Wednesday and Thursday. This applies to DPD parcels and Palletrack deliveries.
Orders placed before 2pm on a dispatch day will generally go out that day on a next working day service, subject to stock availability. This does not include large items delivered by our two-person service or very large palleted goods (see below).
Please let us know if your order is urgent. Certain items can be sent out via an upgraded pallet service, although additional costs may apply.
Large Items (Two-Person Delivery)
Larger items, including soft-shell roof tents, Kalahari-X roof tents, Sahara X roof tents and 180/270 degree awnings, are delivered using a specialist two-person delivery service.
- Two-person deliveries are collected from our warehouse on Thursday for delivery on Friday.
- Orders received before 12:00 midday on Wednesday are collected that Thursday for delivery on the Friday.
- Orders received after midday on Wednesday are collected the following Thursday for delivery on the following Friday.
- You will receive a text or email with a two-hour delivery slot once your goods have been collected.
Specific Products
Very large, heavy or high value items such as the OVERLAND MK3, ALU-CAB GEN 3R and BUNDUTOP roof tents must go out on a custom 2.4m long wooden pallet. Their packed weight exceeds the safe working limit for parcel couriers, and being aluminium they could easily be damaged in transit.
If you order one of these models you must be able to take delivery of a very large, heavy 2.4m pallet delivered by an 18-tonne lorry with a tail lift. A forklift may be needed to receive the goods. Please ask us if you are unsure.
Delivery
We will deliver the goods to the address you specify at checkout. Please make sure this address is accurate and complete. If a mistake with your address leads to a redelivery charge, you will be responsible for that charge.
Ownership of the goods, and responsibility for them, passes to you once they have been delivered in accordance with your delivery instructions. We cannot accept liability for any loss or damage to the goods after delivery unless it is caused by our negligence.
Safe place deliveries: if you instruct the courier to leave your order in a safe place, with a neighbour or at any other location without obtaining a signature, this is entirely at your own risk. Once the order has been delivered in accordance with those instructions, Tuff-Trek accepts no liability for any loss, theft, damage or non-receipt of the goods.
Backordered or Special Order Items
For backordered and special order items, any estimated delivery date is exactly that: an estimate only.
We try our hardest to get these items in as quickly as we can, but delays can occur that are outside our control, such as shipping delays, adverse weather, customs clearance and manufacturing schedules. We understand it can be frustrating waiting for an order, and as soon as stock reaches our warehouse all backordered items are sent out to you as quickly as possible.
Once our containers are on the water we can provide a tracking link so you can follow the shipment's progress. We will let you know about any significant delays as soon as we hear about them.
Courier Information
- We will aim to deliver by the date quoted, but delivery dates and times are estimates and cannot be guaranteed. We are not responsible for delays caused by couriers or circumstances outside our reasonable control.
- DPD: most standard parcels are sent via DPD and usually arrive within 2 to 3 working days. You will receive a tracking link, and on the day of delivery a text or email with your delivery time slot.
- Two-person delivery: you will receive a text or email with a two-hour delivery slot once your goods have been collected from our warehouse.
- Palletrack: you will receive a delivery timeframe (usually 1 to 4 working days) but live tracking is not available with this service. Palletrack is a kerbside delivery. The OVERLAND MK3, BUNDUTOP and GEN 3R roof tents will need to be received by forklift due to their size and weight.
- Some orders may be split into two or more deliveries by the courier, usually when the order includes a small box and a long item. If only part of your order arrives, please contact the courier using your tracking link. The remaining part is normally delivered within 24 hours. We have no control over how couriers split deliveries.
Delayed Deliveries
If your order has not arrived within the estimated delivery timeframe, please check the tracking information and contact the courier first. If you are unable to resolve it, contact us and we will chase up the location of your delivery.
Damage on Delivery
- Please inspect all goods thoroughly as soon as they are delivered.
- 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 us in writing (by email, with photographs of the packaging and the goods) within 24 hours of receipt. If damage is only discovered after opening the package, please do not use the product.
- Failure to note damage with the courier, or to report it to us within this timeframe, will invalidate any subsequent transit damage claim and a replacement or refund may not be possible.
We will always aim to resolve genuine delivery issues as quickly as possible through repair, replacement or another appropriate solution.
Contact Us
If you have any questions about your delivery or need to report a problem, 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
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Opening Hours: Monday to Friday, 09:00 to 17:00
Telephone: +44 (0)1825 840 786
Email: contact@tuff-trek.com