Shipping policy

Delivery Charges

Delivery charges vary depending on the products ordered, delivery location and shipping method. Any applicable delivery charges will be calculated and displayed at checkout before your order is confirmed.

Delivery Times

We dispatch most small parcel orders on a daily basis. Orders placed before 2:00pm are generally dispatched on a next working day service, subject to stock availability.

Larger products, including soft-shell roof tents, Kalahari-X roof tents, Sahara X roof tents and 270° awnings, are delivered using a specialist two-person delivery service. Orders received by 3:00pm on Tuesday are typically scheduled for delivery on the following Friday.

If your order is urgent, please contact us before placing your order. In some cases, larger items can be dispatched using an upgraded pallet delivery service, although additional charges may apply.

While we work closely with our delivery partners to ensure prompt delivery, delivery dates and times are estimates only and cannot be guaranteed. We cannot accept responsibility for delays caused by couriers or circumstances outside our reasonable control.

Some orders may arrive in multiple consignments. If only part of your order is delivered, please contact the courier using the tracking information provided. Remaining parcels are usually delivered within 24 hours. Unfortunately, we have no control over how courier companies split deliveries.

Delivery Address

Please ensure that the delivery address provided is accurate and complete.

Once your order has been delivered in accordance with the delivery instructions you have provided, responsibility for the goods passes to you.

If you instruct our courier to leave your parcel in a safe place, with a neighbour, or at any alternative location without obtaining a signature, this is entirely at your own risk. Once the parcel has been delivered in accordance with those instructions, Tuff Trek accepts no liability for any loss, theft, damage or non-receipt of the goods. By providing these delivery instructions, you accept full responsibility for the parcel from the moment it is left at the nominated location.

Backordered & Special Order Items

Estimated delivery dates for backordered or special-order products are provided in good faith and are estimates only.

Whilst we do everything possible to minimise delays, factors outside our control—including manufacturing schedules, international shipping, customs clearance and adverse weather—may affect delivery times.

We understand that waiting for an order can be frustrating and appreciate your patience. As soon as stock arrives at our warehouse, all outstanding orders will be dispatched as quickly as possible.

Where available, we will provide shipment tracking so you can monitor the progress of incoming stock. We will also keep you informed of any significant delays as soon as we are made aware of them.

Courier Information

We use a range of trusted courier services depending on the size and nature of your order.

  • DPD: Most standard parcel deliveries are sent via DPD. You'll receive tracking information and, on the day of delivery, a text or email with your estimated delivery time.

  • Two-Person Delivery Service: Large products are delivered by specialist two-person teams. You'll receive notification with an estimated two-hour delivery window once your order has been collected.

  • Palletrack: Some larger items are shipped via Palletrack. Delivery usually takes between one and four working days. Please note this is a kerbside delivery service, and live parcel tracking is not available.

Ownership of the goods transfers to you once they have been successfully delivered. From that point onwards, the goods are held at your own risk.

Safe Place Deliveries: If you instruct our courier to leave your order in a safe place, with a neighbour, or at an alternative location without obtaining a signature, this is entirely at your own risk. Once the order has been delivered in accordance with your instructions, Tuff Trek accepts no liability for any loss, theft, damage or non-receipt of the goods. By providing these delivery instructions, you accept full responsibility for the parcel from the time it is left at the nominated location. 

Delayed Deliveries

If your order has not arrived within the expected delivery timeframe, please check the tracking information provided and contact the courier in the first instance.

If you are unable to resolve the issue, please contact Tuff Trek and we will do everything we can to assist.

Damaged Deliveries

If your order arrives damaged, please:

  • Take clear photographs of both the packaging and the damaged goods.

  • If possible, sign for the delivery as "Damaged".

  • Notify Tuff Trek immediately by emailing support@tuff-trek.com.

If the damage is substantial, we recommend refusing delivery so the goods can be returned to us immediately.

If damage is discovered only after opening the package, please do not use the product. Photograph the damage and notify us within 24 hours of delivery so we can investigate and arrange a suitable resolution.

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 regarding your delivery or wish to report a problem, please contact us:

Tuff Trek Ltd
Unit M2, Swallows Business Park
Diamond Drive
Hailsham
East Sussex
BN27 4EL

Telephone: 01825 840786

Email: support@tuff-trek.com

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