Our Policies

If you have questions about any of these policies, please contact us.

 

Click Here to Read Tuffr.com Terms of Use

 

Shipping

 

Tuffr Vet Pads are custom made to order, so The Tuffr custom sized Vet Pads can take up to 30 days to ship from the order date.  Most orders will ship sooner than that.

The Tuffr custom sized Vet pads are not returnable, except in the case of manufacturer’s defect, or damage during shipment.

The Tuffr Stretchers can be returned and/or exchanged with a Return Authorization from Tuffr.  Please contact us to obtain the Return Authorization.

We try to keep our shipping charges as reasonable as possible, forgoing handling fees or shipping surcharges. We only charge what the shipper charges us. While large item shipping rates have increased dramatically in recent years, we will continue to do everything we can to keep shipping costs as low as possible.

 

Slip Covers ship FREE with product purchase

 

Just add both a cover and product to your order and your cart will display the cost of shipping for both.  Please note: Only two covers per pad ordered qualifies for this discount.

We cannot ship to U.S. protectorates or APO addresses at this time.  Tuffr can only ship to Physical Addresses in one of the fifty United States.

Shipping charges will vary by destination.

Packages will be shipped via FedEx Ground and should arrive within 3-5 business days after shipment. We make every effort to fulfill orders within one business day of order confirmation.

 

Shipping Region Shipping Times (Ground)
Mountain West 2-3 Business days
Midwest, West Coast, South 3-5 Business days
East coast 4-5 Business days
Alaska 5-7 Business days
Hawaii 5-7 Business days

Returns

We pride ourselves on a less than 1% return rate and take customer care very seriously.

 

Damaged or Defective Products

 

We apologize if your order was damaged upon receipt and for any inconvenience it may have caused. If you receive a damaged or defective item, please notify us within 48 hours of receiving the item.

Once we receive the item, you will be sent an identical replacement product at no cost to you. We may ask you to return the original item to us, at which time we will provide you with a pre-paid shipping label.

 

All Other Returns / Exchanges

 

If you change your mind or no longer need an item, we do not offer returns at this time.

 

We will exchange unused items within 30 days of receipt but do not cover shipping costs. Items must be received in the exact condition they were shipped, with all tags present, within 15 business days of exchange authorization. We highly recommend shipping items in a trackable manner (UPS or Fedex). Upon receipt of the original item and payment of the difference in item cost (if applicable) plus shipping, we will ship the new item to you.

 

Please contact us to begin the exchange process.

Product Warranty

 

We guarantee our beds against defects in materials or workmanship and will replace a bed in which stitching or packing issues occur, within the first year, at no cost to you. We may ask you to send a photograph or return the original item to us, at which time we will provide you with a pre-paid shipping label. Please contact us to make arrangements.

 

This one-year warranty covers:

  • Seam welding
  • Packing*

 

It does not cover:

  • Damage due to excessive chewing or digging**
  • Damage due to misuse of product

* Tuffr vet pads and stretchers will require some time/manipulation to return to their intended shape after shipping. Please check  to see the red air pressure equalization valve is open during this time. After your Tuffr product has acclimated to your environment you may close this valve and push valve into the products body.

** We would love to provide you with chew-proof and dig-proof beds, but there is no such safe material available today. Some beds use Kevlar® or similar technologies, which we believe may be hazardous to the health of your dog. As many dog owners will attest, a determined dog can chew or dig through just about anything.

Product Cover Warranty

 

We guarantee our covers against defects in materials or workmanship and will replace a cover in which stitching  issues occur, within the first year, at no cost to you. We may ask you to send a photograph or return the original item to us, we will provide you with a pre-paid shipping label. Please contact us to make arrangements.

 

This one-year warranty covers:

  • Stitching

 

It does not cover:

  • Damage due to chewing or excessive digging
  • Damage due to misuse of product