Refund policy

Last updated: August 13, 2026

Tug & Tow accepts eligible change-of-mind returns when the return is requested within 21 calendar days after delivery. Submit the request through your Tug & Tow account before sending anything back.

Request a return or cancellation

Sign in to your Tug & Tow account using your email address and the six-digit code sent to your email. Open the order and select the available return or cancellation option.

Delivered items can be submitted for return under the rules below. An unfulfilled item can be submitted for cancellation until it is fulfilled. A request does not automatically approve a return, cancel an item, or issue a refund. Tug & Tow will review the request and email the decision and any next steps.

Every physical return requires written approval, return instructions, and a Return Merchandise Authorization (RMA) number from Tug & Tow. A return sent without authorization or to an address other than the one in our instructions may be refused or returned to the sender at the sender's expense.

Eligible returns

An eligible change-of-mind return must be unused, uninstalled, unmodified, complete, in its original packaging, and in resalable condition with all manuals, parts, accessories, hardware, and tags included.

After receiving an RMA and return instructions, ship the return within five business days. Follow the provided labeling instructions and do not write on or attach a shipping label directly to the product's original retail packaging.

Items that are not eligible

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 Tug & Tow confirms 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 in new, complete, and resalable condition.

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.

If a package has visible exterior damage, appears opened or re-taped, or is missing cartons at delivery, ask the carrier to document the condition when reasonably possible. Keep the original carton and packing materials until we confirm they are no longer needed.

Defective products and warranty service

Report a suspected product defect within 21 calendar days after delivery. Include your order number, the product name or model, a description of the problem, and clear photos or video when requested.

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; we may direct you to the manufacturer, whose warranty terms and shipping requirements will apply.

Return shipping

For an ordinary eligible change-of-mind return, the customer pays return shipping. Use a trackable service and package the product securely; the customer is responsible for the return until it is received at the authorized return location.

For a verified damaged, defective, short, or incorrect shipment that requires a physical return, Tug & Tow will provide a prepaid return label or confirm another no-cost return method. A replacement approved for one of these verified issues is shipped without an additional shipping charge.

Tug & Tow does not charge a restocking fee.

Refunds

Approved refunds are issued to the original payment method after the returned product is received, inspected, and accepted. Refund timing after approval depends on the payment provider, bank, card issuer, or platform.

For an ordinary change-of-mind return, original shipping 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 shipping 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?

If you cannot use your customer account, contact us at info@tugandtow.com or through the Contact Us page with your order number, the item involved, and the reason for the request.

Nothing in this policy limits rights or remedies that cannot be waived under applicable law.