Orders should be placed online by logging into your stockist account. Once logged in you will be shown the correct prices based on your current stockist tier level. The prices displayed on our stockist website are excluding UK VAT at the current rate.
Your current discount amount and minimum order value can be located on the home page of our stockist website at https://tugenuff.orderspace.com once logged in. You can find out more about your current pricing tier by emailing us at firstname.lastname@example.org
We will always endeavour to process your order as soon possible, however as the majority of our products are made to order in our small family run workshop please allow 4-6 weeks for your order to be processed and dispatched. During busy times we may need to extend our maximum production timescale but we will always contact you to discuss this. However, this is very rare and in most cases orders are ready for dispatch within 2-3 weeks.
Where colour options have been selected we will always do our best to fulfil your requirements, however it may be necessary for us to substitute colour choices dependant on stock levels.
You may cancel your order at anytime during the processing stage. Once your order is marked as fulfilled you will be unable to cancel your order. You may be able to return the goods to us – please see Returned and Faulty Goods section below.
We reserve the right to amend the price of an ordered and/or invoiced product to reflect an increase in cost to us anytime before payment or delivery of the order is made. If we need to do this we will contact you in writing to notify you.
Custom Designed Products
Where we agree to produce a custom designed product we will charge a design and production fee. This fee is non refundable and covers the cost of time and materials used to produce a prototype. The fee will vary dependant on the amount of time and materials used, please contact us in advance by emailing email@example.com.
After payment of the design and production fee we will produce a prototype and provide photographs. At this point we will also provide you with a price for the custom designed product. If you agree to proceed with an order for a custom designed product payment will be required before work can commence.
Custom made products can not be returned unless deemed faulty.
We reserve the design rights to any custom designed product at all times and may at our discretion offer these designs to other customers.
VAT & Payment Terms
Orders are subject to UK VAT at the current rate, unless the whole order is being shipped to a country or territory that is not an EU Member State or you are an EU Member State customer with a valid VAT number from the country your order is being shipped too. We use the VAT number checker at the following web address to validate VAT numbers – http://ec.europa.eu/taxation_customs/vies/vatRequest.html
During the checkout process you will be asked to enter your credit/debit card details. At this point no funds will be collected and we will securely store your card details to collect the payment once your order is ready for dispatch.
If you would like to make payment by bank transfer or PayPal account please contact us by email at firstname.lastname@example.org and we can enable ‘Payment On Dispatch’. If you choose this option you will be emailed an invoice when your order is nearing completion. You can make payment at this point by a credit/debit card, PayPal account or by bank transfer. If payment is not received 20 working days after we have sent your invoice we will assume the order is no longer required and it may be cancelled. If we have cancelled your order and you would like to proceed with an order we would ask that you place a new order online.
All orders will be invoiced and must be paid for in Sterling (GBP) you are responsible for arranging any currency conversion applicable to ensure the invoice is paid in full. You must also cover any bank charges incurred by either yourself or us in making a bank transfer payment.
Unless otherwise agreed in writing credit facilities are not offered and goods will not be released until payment in full is received. Where credit facilities are agreed the invoiced goods remain the property of Tug-E-Nuff Dog Gear limited until paid for in full.
You will bear all costs in relation to receiving the goods. This includes all shipping charges and import/customs fees where applicable.
Orders will be shipped by a tracked shipping method. We generally use DHL, however from time to time we may choose an alternative.
When your order leaves us we will send you a shipment confirmation email, this will detail the shipping carrier we have used along with a tracking number where available.
You may choose to arrange your own courier to collect the shipment from us. Please contact us by emailing email@example.com in advance of placing your order to notify us of this.
Our shipping tariff is determined by the destination country of your order and value. You can view our up to date stockist shipping tariff by clicking here.
As mentioned previously all our products are handmade to order. With this in mind, to speed up shipment of your order it may be possible for us to split your order into two or more parts. If this is the case we will always discuss this with you. Payment will then be required for each separate shipment or in full prior to the first shipment being dispatched. The payment process will remain the same as stated above.
Returns, Cancellations and Faulty Goods
Unless otherwise agreed you may return unsold goods to us within 30 days of delivery. You must bear the cost of return shipping and a 20% restocking fee may be payable.
Where an item is deemed to be faulty we ask that you provide us with a photograph of the product in the first instance. Where necessary before we agree a credit or refund we may ask for you to return the item to us for further investigation, if this is the case we will make a reasonable contribution to the return postage cost. A credit will be issued as standard however a refund can be requested.
Where an end user contacts us directly to request an exchange or refund of a product the have purchased from you we may ask them to contact you as the retailer in the first instance. If the item is deemed to be faulty or an exchange is required we are happy to assist the end user, however the refund or exchange will be calculated using our retail prices visible at www.tug-e-nuff.co.uk at the date of end user contact. Exchanges are for a Tug-E-Nuff Dog Gear branded product only.
We reserve the right to amend these terms and conditions at anytime without the prior notification of our customers.
These Terms and Conditions, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with, English law.