Frequently asked questions (FAQ)
Q1: Why does my review for a product/service does not appear immediately?
A1: It is because TUFF’s moderator will have to review for any spam etc. before approving each review.
Q2: How do I ask any question regarding Tuff.com.sg?
A2: Ask your question either by our direct contact number or email us @ Click Here
Q3: How can I find specific products?
A3: You can find our products by searching or contact us directly.
· Search when you’re looking for a specific product that you can describe using a few words. To search, enter a few words to describe the item in the Search box, which is located in the top right corner of most TUFF pages.
Q4: Which credit cards or mode of payment do you accept?
A4: We accept Visa, MasterCard and American Express, as well as debit cards which bear the Visa or MasterCard logo. All card transactions are conducted securely through PayPal.
Besides using PayPal, we also accept a Bank Transfer or Direct Deposit. For faster processing, DBS/OCBC is our preferred mode of Bank Transfer.
For other modes of payment, such as wired transfer and money bookers, please contact online@tuff-asia.com for more information.
Q5: Is it safe to use my credit card?
A5: Absolutely. We take a serious view in our customers privacy and have taken every precaution to make your transactions secure. Our internet site utilizes industry-standard security measures. All account information submitted to us is safely isolated from unauthorized Internet access. Also, we are partnered with PayPal; the world’s leading online payment provider with state of the art security system to ensure that your payment is secure and safe.
Q6: Can I pay if I don’t have a credit card?
A6: Yes, For Singapore customers, we also accept Internet Banking or Bank Transfer as mode of payment
For overseas customers, payments can be conducted through your existing PayPal account.
For other modes of payment, such as wired transfer and money bookers, please contact online@tuff-asia.com for more information
Q7: How much do I have to pay for shipping?
A7: For Singapore residents, we provide free local regular delivery.
For overseas shipping rates, we have a variety of courier shipping modes available for selection and you will be advised of the rates during the checkout of your purchase.
You can also engage your designated courier service provider and we will liaise with them accordingly. Payment will be done separately.
Q8: How long will it take to receive my order?
A8: We understand that you would like to receive your order at the fastest possible time. Verification will be completed within 48 hours and depending on your shipping option, the estimate transit time is provided when you make your payment. Please understand that the estimate transit time is based on normal working days. Special festival season like Christmas may experience delays from postal service provider that we have no immediate control.
Q9: How do I cancel my order?
A9: All sales are final. However, we do understand that customer has their reason for cancellation. For cancellation of order, please inform our customer service within 24 hours of purchase. Any cancellation will be subjected to 25% restocking fee of purchase price. If the item has been processed for shipment, cancellation will not be granted.
Q10: How do I return a defective item?
A10: Tuff Industries has stringent quality control before any items are delivered. However, if you have a defective item received during the shipment, return the merchandise in its original package with order reference number and the Return Authorization Number within 10 days from the day you have made a report with our customer service. Customer is responsible for shipping charges on any returned items. We will be please to make a replacement depends on our available stock. Products damaged due to improper or inadequate packaging when returned are not granted warranty coverage. If the replacement is not available, a refund excluding the shipping charges will be issued in the form of the original payment method. There is a 25% restocking fee for all non-defective products returned. If defective situation is noticed over seven (7) days after delivery, it will not be eligible for our return policy. Only merchandise returns in its original intact and undamaged package will be accepted. We DO NOT accept any product that is returned incomplete or in less then brand new condition.
Q11: What happens if the item I ordered is not available?
A11: We have a strict policy of shipping products within 7 business days after completion of verification in the vast majority of cases. However, an order may be delayed due to availability or other circumstances. In the unlikely event of a delay in filling your order, you may contact us by phone (65) 6742-8890 or e-mail Customer Service. We will be glad to inform you the status of your order. In the event that the product you ordered is unavailable, we will notify you of these options:
· Offer an ALTERNATE selection of equal or greater value.
· Offer a BACKORDER and new estimated delivery. You can wait for the new delivery date, or cancel for a full refund at any time prior to mail.
· CANCEL your order. On rare occasions new circumstances come to our attention after the placement of your order. Therefore, we reserve the right to cancel your order for a full refund at any time.
Q12: I ordered and was shown an order successful page during checkout. I’m sure I have included my valid email address but I have not received an email acknowledgement yet, how come?
A12: There are numerous possibilities. The most common reason is the Order Process email has been mistaken by our customers’ email server as spam. You may like to check your spam folder and make sure to select it as “Not Spam” to receive future emails in your inbox.
Tuff Industries has a fraud protection system that screens orders for manual review by our dedicated staff which may results in delay of order acknowledgement. We pride ourselves on the highest level of customer service, and we don’t know how to provide that without personal attention. Orders you place during our normal business hours are acknowledged as soon as possible. Orders placed after that time are acknowledged the following business day. When your acknowledgement arrives you can be sure we have double-checked your order and it will arrive on-time, and as expected.
Q13: Why is my online transaction number different from my order number?
A13: Transaction number is provided by PayPal for your personal reference. Tuff Industries has an internal process of maintaining a proper tracking system for your order with the order number. Once an order number is assigned, you may use it for all future references to that purchase.
Q14: How do I shop online?
A14: To start shopping, log in and click on the product category that you would like to shop from on the home page. In each category there are sub categories with different items.
Click on the link below a small thumbnail photo of the product, and you’ll be taken to a description page where you’ll see more details. Here you can click the “Add to cart” button. (If the product you selected is currently out of stock, you will be advised at this point.) You may still order the product in a form of enquiry and our customer service will response accordingly. Now you can continue shopping for additional items, or check out.
Your shopping cart is where you keep your selections until you’re ready to check out. To remove an item from your cart, click the 'remove' button next to the item you want to delete. If you need to change the quantity, write in the correct number and click 'update cart'.
Now you will be taken to a secure page where you will enter your personal information and credit card number. After filling this in, the page will show you the contents of your cart and price of your purchase.
After you have purchased your order, the page will show you your order ID number. Be sure to keep this number for your records. It’s that easy.
Q15: Being a member, what are my privileges?
A15: Tuff Industries values the importance of building a long term relationship with customers.
By signing up, members are entitled to:
· Pre-launch news of any upcoming products
· Pre-launch news of upcoming promotions
· Exclusive member’s discounts
· and many more …
Q16: Who can I contact if I’m unable to find my answers in the FAQ?
Also, we want to hear your thoughts and suggestions on how we can make our site or product line better so please let us know.
Q17: Does Tuff Industries provides expedite delivery for urgent orders?
A17: Yes we do. For urgent (1-2 days) orders, please contact our office at (65) 6742-8890 or email online@tuff-asia.com
Tuff Industries will advise accordingly based on the urgency and case to case basis. In order for us to help you, please provide the details of your order that you would be transacting for our preparation of your order and smooth delivery.