How do I contact Tug & Tow?
Use the Contact Us page to send us a message. For order questions, include your order number and the email address used at checkout.
When will my order ship?
Shipping timing depends on product availability, warehouse processing, carrier service, destination, weather, and other carrier conditions. Available shipping options, costs, and estimated delivery timing are shown at checkout when available.
Will my order ship in one package?
Some orders may ship in more than one package. If that happens, tracking information may arrive separately for each shipment.
Can I change or cancel an order?
Sign in to your customer account with the email address used at checkout, open the order, and submit the available cancellation request as soon as possible. A request is not guaranteed once fulfillment has started or the order has shipped. If the option is unavailable, use the Contact Us page.
How do returns work?
Start an eligible change-of-mind return within 21 calendar days after delivery through your customer account. The product must be unused, uninstalled, complete, in its original packaging, and resalable. Every physical return requires written approval and an RMA number, and it must be shipped within five business days after the RMA is issued. The customer pays return shipping for an ordinary return, and Tug & Tow does not charge a restocking fee. See Shipping & Returns for exclusions and details.
What if my order arrives damaged, defective, short, or incorrect?
Report shipping damage, a shortage, or an incorrect item within 48 hours after delivery. Report a suspected product defect within 21 calendar days. Use the Contact Us page with your order number and clear photos of the product, received contents, packaging, shipping label, and visible issue. For a verified issue that requires a return, Tug & Tow provides a prepaid return label or another no-cost return method.
What happens after the 21-day return period?
Repair or service may be handled under the manufacturer's warranty. Contact Tug & Tow first so we can review the request and direct you to the appropriate next step.
Do you guarantee product fitment?
Product details are provided to help you shop, but compatibility can depend on your specific setup. If fitment is critical, use the Contact Us page before ordering.