Start a return or cancellation request
Sign in to your customer account with the email address used at checkout. Open the order and submit the available return or cancellation request.
Cancellation requests should be submitted as soon as possible and are not guaranteed after fulfillment has started or the order has shipped. Eligible change-of-mind returns must be started within 21 calendar days after delivery. If the self-service option is unavailable or you need help, use the Contact Us page.
Shipping
Shipping options, costs, and estimated delivery timing are shown at checkout when available. Timing can vary by item availability, warehouse processing, carrier service, destination, weather, and other carrier conditions.
Orders may ship in more than one package. If your order ships in multiple packages, tracking information may arrive separately.
Address changes
Use the Contact Us page immediately if your shipping address is incorrect. We will try to help before fulfillment begins, but we cannot guarantee changes after an order has entered processing or shipped.
Damage, shortages, and incorrect shipments
Report shipping damage, a shortage, or an incorrect item within 48 hours after delivery through the Contact Us page. Include your order number and clear photos of the product, received contents, shipping carton, packing materials, shipping label, and visible issue. Keep the original packaging until we confirm it is no longer needed.
21-day return window
Start an eligible change-of-mind return through your customer account within 21 calendar days after delivery. The product must be unused, uninstalled, unmodified, complete, in its original packaging, and in resalable condition with all manuals, parts, accessories, hardware, and tags included.
Every physical return requires written approval, return instructions, and an RMA number from Tug & Tow. Ship the return within five business days after receiving the RMA. Unauthorized returns or returns sent to the wrong address may be refused or returned to the sender at the sender's expense.
Return exclusions
Used, installed, modified, damaged-after-delivery, final-sale, hazardous, or incomplete products are not eligible for change-of-mind return. Products identified before purchase as non-stock or special-order are also not returnable unless we confirm otherwise in writing.
Opened or unsealed DVDs, CDs, software, charts, and cartography are not returnable unless verified defective. Opened electrical or electronic products may be ineligible when they are no longer new, complete, and resalable.
Defects and warranty service
Report a suspected product defect within 21 calendar days after delivery. After that 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.
Return shipping
The customer pays return shipping for an ordinary eligible change-of-mind return. Use a trackable service and package the product securely.
For a verified damaged, defective, short, or incorrect shipment that requires a return, Tug & Tow provides a prepaid return label or confirms another no-cost return method. An approved replacement for one of these issues is shipped without an additional shipping charge. We do not charge a restocking fee.
Refunds
Approved refunds are issued to the original payment method after the returned product is received, inspected, and accepted. For an ordinary return, original and return shipping are not refundable.
For an approved full-order refund caused by verified damage, defect, shortage, or an incorrect shipment, the original standard shipping charge is refunded. Original shipping is not refunded for a partial-item refund. Expedited or priority surcharges are refunded only when a verified Tug & Tow, fulfillment, or carrier error prevented the purchased shipping service from being provided as promised.
Need help?
Use the Contact Us page with your order number, the product involved, and a short description of the request before sending anything back. Nothing in this policy limits rights or remedies that cannot be waived under applicable law.