Shipping & returns
All our products are shipped with postal ems services. (note : since there are countries that do not provide mail delivery service addressed to po box, please first check the ems countries & regions)
Some countries might be subject to pay taxes upon delivery (france, nigeria, russia, south africa, united kingdom).
For all orders, a tracking number will be provided.
The processing time for orders is 2-3 business days. After that, delivery can be expected within 5-7 working days following an email confirmation for your order.
Tug will notify you by way of email when your goods are to be dispatched to you. The tracking provided by ems will contain details of estimated delivery times in addition to any reasons for a delay in the delivery of the goods purchased by you.
If tug receives no communication from you, within 14 days of delivery, regarding any problems with the goods, you are deemed to have received the goods in full working order and with no problems.
If goods haven’t been received within 14 working days, please notify use as soon as possible.
Custom fees and taxes
Additional taxes or custom fees may be applied at the port of entry of the recipient country. Please note that we do not cover duty and taxes applicable in the recipient country. Those will be paid by the receiver. Custom fees or taxes vary between individual countries.
If you are unsure about customs in your country, please visit your country customs website or contact your customs office.
We take every effort to ensure a quick and smooth delivery, however we do not take responsibility for any delays and extra fees that may be applied via customs and duty offices in the receiving country.
It is the customer’s responsibility to cover any additional import duties, customs and taxes.
Additional payment can be necessary for your parcel to be delivered.
Returns & exchanges
In agreement with our limited-edition items, we do not proceed to exchanges.
For all returns inquiries, we invite customers to contact us info@tug.Co.Ke before proceeding to shipment to be informed on international procedures.
Pop up sales items, final sale items and items on sale cannot be returned.
We only accept returns on online regular priced items within 10 days of delivery.
All returns would have to be made with ems to ensure reception back to our workshop in nairobi.
You will be responsible for the shipping costs for returning your item.
If you chose to ship back the merchandise via another carrier, any additional cost to retrieve the merchandise on our hand such as taxes will be deducted of your refund.
Attn : your original order shipping costs are non-refundable. Only the items will be refunded.
If you receive an item that doesn’t match your order in size or colour, please contact info@tug.Co.Ke to settle the issue.
In special circumstances, if you are approved for an exchange, you will be contacted to discuss your options.
We do offer a refund upon returns and after review on regular priced items only.
Pop up sales items, final sale items and items on sale cannot be returned or refunded.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.
In case your refund is not approved, a discount equivalent to the sum of the returned article(s) will be offered for further purchase.