House services · Shipping & returns
The journey should feel considered.
Clear timing before you order, useful tracking while your piece is moving, and a straightforward route back if it is not right.
See the journey
A clear handover
Anticipation is part of receiving a piece. Uncertainty does not need to be.
We keep the practical information close: where complimentary shipping applies, when an order normally leaves us, how long the trip usually takes and what to do when plans change.
The short version sits below. The exact conditions remain available in the details, so the page can be calm without becoming vague.
The order journey
Four moments, stated plainly.
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01
At checkout
Complimentary standard shipping is available to eligible contiguous U.S. addresses. Eligibility is confirmed at checkout.
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02
Before it leaves
Orders are normally processed within 1–2 business days. Once dispatched, we send a tracking link.
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03
On the way
Standard delivery normally takes 6–9 business days after dispatch. A first tracking scan can take 24–48 hours to appear.
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04
If it comes back
Contact us within 30 days of delivery. Start with an email so we can confirm eligibility and send the correct return instructions.
The practical details
Read only what you need.
These are the current terms behind the shorter journey above.
Where complimentary shipping applies
Complimentary standard shipping has no order minimum and applies to eligible addresses in the contiguous United States.
APO, FPO and DPO addresses, Alaska, Hawaii, Puerto Rico, Guam, other U.S. territories and some remote locations are excluded. The excluded ZIP prefixes are 006–009, 090–099, 340, 962–966, 967–969 and 995–999. Checkout is the final confirmation.
Return condition and timing
Contact us within 30 days of delivery. Eligible pieces must be unworn, unused and unaltered, with their original packaging and accessories.
Standard discounted items remain eligible unless they were clearly marked final sale. Gift cards, personalised items and final-sale items are not returnable except where an item is damaged, defective, incorrect or applicable law requires otherwise.
How to start a return
Email contact@tuuglow.com before sending anything. Include your order number, the item, the reason for the request and photographs when the piece arrived damaged, defective or incorrect.
Only authorised returns can be accepted. We will provide the correct return address and instructions after reviewing the request. There is no restocking fee.
Refunds, exchanges and warranty
Approved refunds are issued to the original payment method within 7–10 business days after the returned item is inspected. Your bank or card issuer may need additional time.
Exchanges depend on stock. Cancellations are only possible before processing or dispatch. TUUGLOW’s one-year warranty and any rights available under applicable consumer law remain separate from the return window.