Shipping & Returns Policy

RuffTug Co.  |  RuffTug.com

Last updated: August 2026

This policy explains how RuffTug Co. processes, ships, and delivers orders, and how to return, exchange, or replace an item. It applies to all orders placed through RuffTug.com. All returns, exchanges, and replacement requests must be initiated by email to support@rufftug.com.

1. Order Processing Time

Our apparel and accessories are made to order. Please allow 3–7 business days for your order to be produced before it ships. Business days are Monday through Friday, excluding U.S. federal holidays.

Orders containing multiple items may ship in separate parcels at no additional cost to you. You will receive an email with tracking information when each parcel leaves our facility.

Production time is separate from transit time. Your total time from order to delivery is production time plus the carrier's transit estimate.

2. Domestic Shipping (United States)

We offer one shipping service: standard shipping. Expedited, overnight, and guaranteed-date services are not available.

Standard shipping is estimated at 3–7 business days after your order ships. Rates are calculated at checkout based on your delivery address and parcel weight; the exact cost is shown before you complete your purchase.

Delivery windows are estimates and are not guaranteed. Transit time begins when the carrier scans your parcel, not when you place your order. Combined with production time, most U.S. orders arrive 6–14 business days after they are placed.

Delivery Addresses

We ship to residential and business addresses, and to P.O. Boxes and APO/FPO/DPO addresses where the carrier permits. You are responsible for providing a complete and accurate shipping address; we are not responsible for orders delivered to an address entered incorrectly at checkout.

All delivery windows are estimates and are not guaranteed. Transit time begins when the carrier scans your parcel, not when you place your order.

Delivery Addresses

We ship to residential and business addresses, and to P.O. Boxes and APO/FPO/DPO addresses where the selected carrier permits. Some expedited services are unavailable for P.O. Box and military addresses. You are responsible for providing a complete and accurate shipping address; we are not responsible for orders delivered to an address entered incorrectly at checkout.

3. International Shipping

We currently ship to the United States, Canada, the United Kingdom, Australia, and European Union member states. International shipping rates are calculated at checkout.

International transit estimates exclude time held in customs, which is outside our control and can add days or weeks to delivery.

Customs Duties, VAT, and Import Fees

International orders may be subject to customs duties, VAT, import taxes, and carrier brokerage or handling fees charged by the destination country. These charges are set by your government, are not collected by RuffTug Co. unless shown as a separate line item at checkout, and are the responsibility of the recipient.

VAT, taxes, and import fees are non-refundable by RuffTug Co. If you are eligible to recover these amounts after returning an item, you must apply directly to your national customs or tax authority. We can provide shipment documentation to support your claim on request.

Refusing a parcel or declining to pay import charges does not constitute a return. Parcels refused at customs may be destroyed or returned at a cost, and any outbound shipping and return-to-sender charges will be deducted from any refund issued.

4. Order Tracking

A tracking number is emailed to you when your order ships. Tracking data can take 24–48 hours to appear after the confirmation email is sent. For international parcels, tracking detail may become limited once the parcel is handed to the destination country's postal service.

5. Shipping Delays

Delays can occur for reasons outside our control, including:

• Severe weather, natural disasters, and other force majeure events
• Carrier capacity surges, particularly during peak retail seasons
• Customs inspection and clearance on international shipments
• Incomplete, undeliverable, or incorrectly entered addresses

If your domestic order has not arrived within 10 business days of your shipping confirmation, or your international order within 30 business days, email support@rufftug.com and we will investigate with the carrier.

6. Lost, Stolen, or Damaged Parcels

Damaged on Arrival

Items that arrive damaged will be replaced. Email support@rufftug.com within 7 days of delivery with your order number and photographs of the damaged item and its packaging. Once approved, we will produce and ship a replacement at no charge to you. If the item is no longer available, we will issue a full refund of the purchase price.

You do not need to send the damaged item back. Where the fault is ours, we ship your replacement on the strength of the photographs you provide — no return, no return label, and no return shipping cost to you, anywhere we ship. Please keep the item and its packaging for 30 days in case the carrier requires them to process a claim.

Marked Delivered but Not Received

If tracking shows delivery but the parcel is not in hand, please check with household members, neighbors, and your building's mail room, then contact the carrier with your tracking number. If the parcel is still unaccounted for 48 hours later, email support@rufftug.com and we will file a carrier claim and either reship your order or issue a refund once the claim is resolved.

7. Returns and Exchanges

You may return or exchange an item within 30 days of the delivery date, provided the item is unworn, unused, and unwashed, with all original tags and packaging intact and in resalable condition. Items showing wear, laundering, alteration, odor, pet hair, or damage not present at delivery do not qualify.

How to Start a Return or Exchange

All returns and exchanges must be authorized before you ship anything back. Unauthorized returns may be refused or returned to sender.

• Email support@rufftug.com within 30 days of delivery with your order number, the item(s) involved, and whether you want a refund, an exchange, or a replacement.
• We will reply with return authorization and shipping instructions.
• Ship the item back using the instructions provided. Returns must be postmarked within 14 days of the date authorization is issued.

Return Shipping Costs

If the item you received is damaged, defective, or not what you ordered, do not ship it back and do not pay for return postage. Email support@rufftug.com with photographs and we will resolve it without a return. Return shipping costs apply only to change-of-mind returns.

For change-of-mind returns, we recommend that international customers use a tracked and insured service. RuffTug Co. is not responsible for returns lost or damaged in transit back to us.

Refunds

Once your return is received and inspected, we will email you to confirm approval or rejection. Approved refunds are issued to the original payment method within 5–10 business days of approval. Your bank or card issuer may take additional time to post the credit.

Original outbound shipping charges are non-refundable, except where the return is the result of our error or a damaged or defective item. For international orders, VAT, duties, taxes, and import fees are non-refundable by RuffTug Co., as described in Section 3.

Exchanges

Exchanges are subject to the same 30-day window and condition requirements as returns. Because our items are made to order, exchange items enter production once your return is received and approved; please allow the standard 3–7 business day production time plus transit. If the exchange item is a different price, we will refund or invoice the difference.

Non-Returnable Items

The following are final sale and cannot be returned or exchanged unless they arrive damaged or defective: custom, personalized, or made-to-your-specification items; gift cards; and any item returned outside the 30-day window or not in resalable condition.

8. Statutory Rights

Nothing in this policy limits any rights you have under applicable consumer protection law. Customers in the United Kingdom and the European Union have a statutory right to cancel most distance-sale orders within 14 days of receipt, which applies in addition to, and independently of, the 30-day policy above. Where statutory rights and this policy differ, the more favorable term applies to you.

9. Contact Us

All shipping, return, exchange, and replacement inquiries should be directed to:

RuffTug Co. reserves the right to update this policy at any time. The version posted on RuffTug.com at the time your order is placed governs that order.