FAQ
Frequently Asked Questions (FAQ)
Last updated: September 1, 2025
Questions not answered here? Email support@toughsteadsupply.com or call +1 (800) 745-0973 (Mon–Fri, 9 AM–5 PM EST).
Orders & Shipping
Q: How long does processing take?
A: Orders ship within 1–2 business days (Mon–Fri, excluding holidays). Orders placed before 5:00 PM EST begin processing the same day.
Q: How long is delivery?
A: U.S. Standard Shipping typically arrives in 3–5 business days after dispatch. Delivery windows may vary due to carrier delays or weather.
Q: What are your shipping rates?
A: Free U.S. shipping on orders $200+. Orders under $200 ship for $15.
Q: Which carriers do you use?
A: USPS, UPS, and FedEx. All orders include tracking and shipment insurance.
Q: Do you ship internationally?
A: Yes—to Canada, the U.K., and EU countries. Duties/taxes are paid by the recipient and may be collected at delivery. Delivery time varies by destination and customs.
Q: How do I track my order?
A: You’ll receive an email with your tracking number and a direct link once your order ships. Didn’t get it? Check spam or contact us.
Q: Can I change my shipping address after ordering?
A: If the order hasn’t shipped, contact us ASAP. If it has shipped, we may be able to request a carrier intercept (fees may apply), but it isn’t guaranteed.
Returns, Exchanges & Cancellations
Q: What’s your return window?
A: Returns are accepted within 30 days of delivery for eligible items. Items must be unused, undamaged, and in original packaging with proof of purchase.
Q: Do you charge a restocking fee?
A: For change-of-mind returns, refunds are issued minus a 25% restocking fee. There is no restocking fee for defective, damaged, or incorrect items.
Q: Who pays for return shipping?
A: We cover return shipping. You’ll receive a prepaid label after your return is authorized.
Q: How do I start a return or exchange?
A: Email support@toughsteadsupply.com or call +1 (800) 745-0973 within 30 days of delivery. Ship your item within 7 days of receiving your return label.
Q: When will I get my refund?
A: Within 14 days after we receive and inspect your return, refunded to your original payment method.
Q: My item arrived damaged/defective—what do I do?
A: Contact us within 48 hours of delivery with photos/video. We’ll arrange a replacement or full refund (no restocking fee).
Q: Can I cancel my order?
A: Yes—before it ships. Contact us at support@toughsteadsupply.com or +1 (800) 745-0973. If it already shipped, please complete a return after delivery.
See: Cancellation Policy.
Payments, Pricing & Security
Q: Which payment methods do you accept?
A: Visa, Mastercard, American Express, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay.
Q: Is my payment information secure?
A: Yes. Payments are processed via Shopify using SSL encryption. We don’t store your card details.
Q: What currency are orders processed in?
A: USD. Your bank may convert to your local currency and apply fees.
Q: Do you charge sales tax?
A: Applicable taxes are calculated at checkout based on your shipping address. International orders may incur duties/VAT at delivery.
Product, Warranty & Price Match
Q: Are your products covered by a warranty?
A: Yes. Our products are backed by the manufacturer’s warranty. For specific coverage or to initiate a claim, contact us with your order number.
Q: Do you offer a price match?
A: Yes—we aim to match or beat a lower advertised price from an authorized retailer (excludes marketplaces/auctions, rebates, BOGO, or bundled promos). Price match considers item price + shipping + taxes. Contact us before purchase or within 7 days of order.
Q: My order is missing parts or items.
A: Report within 7 days of delivery. We’ll send missing items or issue a refund.
Account & Support
Q: Do I need an account to order?
A: No, but creating an account lets you view order history and track shipments more easily.
Q: How do I contact support?
A: Email support@toughsteadsupply.com or call +1 (800) 745-0973 (Mon–Fri, 9 AM–5 PM EST).