FAQ's
How can I contact Tough Treks?
You can email us at support@toughtreks.com and our customer service team will be happy to assist you with any inquiries!
How do the Tough Treks fit?
Our footwear is true to size!
Do you ship worldwide?
Yes, we do!
Can I change or cancel my order?
We aim to process orders immediately. If you wish to cancel an order after placing it, please reach out to support@toughtreks.com and it will be subject to customer service approval.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped from our warehouse. Please allow extra time for processing during holidays and sales periods. We process orders Monday to Friday, and all orders will be processed within 1-3 business days from the order date and shipped the next day. Please note, we do not ship on weekends.
How long will it take to receive my order?
Typically, our orders arrive within 4-6 days. However, due to high demand, it may take up to 11 days for your order to arrive.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged customs or taxes?
The prices displayed on our site are tax-free in US Dollars. You may be liable to pay customs duties and taxes when your order arrives at its destination. These charges are determined by your local customs office. Payment of these charges is your responsibility and will not be covered by us. We are not responsible for delays caused by your country's customs department. For more details, please contact your local customs office.
How do I return an item?
Please contact us at support@toughtreks.com Note: all returned orders must be sent via tracked delivery, and the tracking details must be shared with Tough Treks for insurance purposes.
Returns are ONLY eligible if the products delivered are defective or damaged.
What if the item(s) I received are defective/incorrect/damaged?
If you’ve received incorrect, missing, or damaged items, please contact us right away. Include your order number, photographs of the item(s), and any related references. We will do our best to resolve your issue as quickly as possible.
When will I receive my refund?
Refunds will be credited to your original payment method. If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. Please contact your card-issuing bank for more information on when the credit will be posted to your account. If you haven’t received your refund yet, please reach out to your bank or credit card company, as it may take some time for the refund to appear. Refunds are subject to Tough Treks’ discretion.