ORDERS & SHIPPING
How much does shipping cost and how long does it take?
Please allow us 1-2 business days to process your order.
We strive to deliver your parcel safely and swiftly by the best carriers available for your country from our warehouse in Italy.
You can find more information on our website here.
How do I track my order?
As soon as your order has been dispatched, you will receive an order confirmation email with the tracking number. Simply use the provided tracking number to track the status of your parcel through our courier partner's website.
Try the following methods if you are unable to find your order confirmation email:
- Check your spam/junk folders.
- Search for: info@tuskers.com, your order number, or name of items purchased.
Can I expediate shipping?
Need your order in a hurry? Rest assured. We offer express shipping option if you want your items to be received quickly.
You can select the option 'express shipping' at checkout for an additional fee depending upon delivery location. You can find information regarding express shipping on our website here.
Do you ship to my country?
Currently we are limited to deliver to customers to the Netherlands, Germany and Italy. The list of countries along with their shipping times & fees can be found here.
Can I cancel my order after placement?
Order cancellations or adjustments are not possible after order placement. Kindly double check orders before checkout.
If you have questions regarding placing your orders, feel free to contact us.
What can I do if I entered the wrong shipping address?
When you just realize you entered the wrong shipping address, contact us as soon as possible. We will update your address right away before your order is processed.
In situations where your order has already been processed/dispatched, we kindly ask you to contact the carrier provider directly. Depending on the carriers policies, you may be able to redirect your package to the correct address often with an additional fee.
If you are unable to amend your shipping address, your package will be delivered to the stated address and you are responsible for retrieving it.
Delivery is taking longer than specified?
Issues that arise during delivery is beyond our control. There is a slight chance that your delivery is taking a little longer than specified due to busy courier services at depots, the distance from the depot to your location, and delays at customs for international orders.
If you have waited for a couple of days after the estimated delivery date, please don't hesitate to contact us and we will investigate with the courier.
My tracking says the parcel has been delivered, but I haven't received it?
If it says your parcel has been delivered, but not arrived, try the followings:
- Double check the delivery address you placed at checkout.
- Look for missed delivery notices from the courier.
- If they are unable to deliver the package safely to you, sometimes they leave packages in secure locations. Therefore, check with your neighbors, your local post office/depot.
- Call the carrier service. Explain the situation and provide them your tracking number.
- If above steps didn't work, contact our help center. We will do our utmost best to locate your parcel and deliver to you as soon as possible.
My package says 'pending' ?
Tracking numbers are dealt by the courier company. Try the following steps if the problem persists:
- Please double check the tracking number you entered earlier.
- If the tracking number has just been generated, chances are the courier company has not picked your parcel. In this case, you need to retry after one or two days.
- Please contact the courier company.
My package says 'cancelled' ?
Any failed deliveries will be cancelled. In the event of a failed delivery such as recipient not found after various delivery attempts or rejection of the goods by the recipient, the cost of the item(s) will be refunded you, once the parcel is sent back to our warehouse.
However, the cost of returned goods and custom duties applied will be charged from you according to the following methods:
- Orders returning from Extra-EU countries (except UK) - flat rate payment of €45 + customs duties
- Orders returning from the UK - flat rate payment of €30 + customs duties
- Orders returning from EU countries excluding Italy – flat rate payment of €15
Any claims for non-delivery of the order must be made no later than 20 days from the date of shipment.
Will I be Charged with VAT?
VAT is covered in the listed prices on our website.
RETURN & REFUNDS
What is your return & refund policy?
Return period
You can return items within 14 days upon receiving the package.
Return condition
You will be refunded for items purchased directly from us given the items are in the original condition in an unworn and unwashed condition with tags attached.
If you wish to return, please contact our support team and we will provide all the necessary information.
Please note that shipping costs are non refundable and customers are fully liable for any returns made at their own expenses.
If anything is damaged from your return, you are not entitled to a refund.
For more information, please refer to our return & refund policy here.
How do I make a return?
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@tuskers.com. We will send you return instructions.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note that the shipping costs are non-refundable.
If anything is damaged from your return, you are not entitled to a refund.
You can always contact us for any return question at info@tuskers.com.
How long does a refund take?
We will notify you once we’ve received and inspected your return at our warehouse, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@tuskers.com.
Is it possible to exchange my order?
Unfortunately, we do not offer exchanges.
I have received a faulty or defective item?
We are committed to provide quality products, ensuring your satisfaction every step of the way.
If you have received a product that is faulty or defective, please send an email to info@tuskers.com with a picture of the faulty product, your order number and a brief description of the issue within 30 days from purchase for an exchange of the same product. Unfortunately, there will be no refunds.
PAYMENTS
What payments methods I can use?
We accept VISA, Mastercard, American Express, IDEAL and Google pay.
Please note that the payment methods varies depending upon the country. If you have any questions regarding the payment methods, please don't hesitate to contact us.
Where can I find my order confirmation email?
You will received an order confirmation by us immediately after payment.
Try the following methods if you are unable to find the order confirmation mail:
- Check your spam/junk folders.
- Search for: info@tuskers.com, your order number, or name of items purchased.
If non of the methods didn't work and after you have waited for some time, please don't hesitate to contact us. Provide us with your order details such as your full name, ordered product and we will assist you to verify your order. If needed, we will resend the order confirmation mail.
Couldn't find your answer?
We are eager to assist you with your questions. Please reach out to us directly.