Our Policy
It is our policy to provide you with the same quality and professional experience that we would expect from any high-end manufacturer.
Privacy
We take your privacy very seriously. The information you provide is solely to assist you with your purchases and will not be shared in any way with other parties.
Shipping
Shipping charges will be estimated at the time of purchase and Canadian shipments will be sent through Canada Post or Fedex pending weight restrictions. International shipping is also available to most countries and may include customs & import taxes. Import restrictions of certain countries may not allow us to ship our products to you.
All shipped products will be insured and tracking numbers will be provided. Please note that we cannot declare your product as a gift, or state that its value is less than its actual cost. Crating and packaging are additional charges and will be estimated with shipping prior to commencement of any work.
Purchase
Standard units will only ship when the total dollar amount for the product including applicable taxes, packing, crating and shipping have been received.
No custom product orders will be processed until an e-transfer of partial payment has been received. This amount will be provided to the purchaser prior to the manufacturing of their product.
Upon product completion, the client will receive correspondence with visual images of their numbered product and billing statement noting that final payment of all costs are due prior to shipping. These include applicable taxes, packing, crating and shipping cost.
Shipping Damage
If you have received a product that was damaged in shipping, please notify us at info@toughnut.ca, identify the damage and provide photos. We will replace the product as soon as possible with no additional shipping costs.
Lost or stolen packages
All packages will require a signature upon delivery. If you think that your package has been lost, please use your tracking number to contact the carrier. If you are having issues, please contact us at info@toughnut.ca.
Return Policy
You may return a product within 30 days of delivery for a full refund. All products must be returned unused, undamaged, in the original crates and packaging. Shipping costs are non-refundable. Please note that custom orders may not be returned. Refunds will be issued within 1-2 weeks after we receive the returned item. Please also allow time for your bank to process the refund (5 to 10 business days).
Shipping Address:
3085 Kingston Road, # 105
Toronto, ON, M1M 1P1
Canada
Warranty
Our product liability for defective merchandise is limited to one year from the date of purchase. We will repair or replace merchandise from the original purchaser only. The warranty is not transferable. This limited one year warranty only applies to the operation of the product and does not cover negligence, abuse, improper cleaning, shipping, moving, commercial applications, the natural fading or colour change of wood over time or due to sunlight, or any other damage covered by insurance such as flooding, fire, etc.
All repairs or replacements are at the sole discretion of Tough Nut. Shipping, packing and crating are at the expense of the customer, and it is advised to retain all the original shipping materials, in order to return any product.
Shipping crate photos:
Local pick-up tray photos:
