Toughout

Payment can be made via

PayNow Afterpay Bank Transfer/ Internet Banking/Direct Credit

Payment instruction is automatically sent to your email once you won the auction. If payment already been made via Pay now or Afterpay through Trademe, please ignore it.
If you’ve decided to make payment via internet banking, please note that we ask that payment is made in full within 5 working days and please ensure to use your auction number as your payment reference to avoid any delays in processing your order. It may take 1-2 working days for your payment to appear, especially over the weekend or public holidays.

Depending on the size and weight of the products you’ve purchased, as well as the destination of your order, shipping price may vary, please check the listing for details.

It would generally take 1-2 working days for us to process your order into the courier/transport network, then your item would be on your way, after that, we are looking for another 1-5 business days for the carriers to reach you depending on your location.

Rural delivery on courier items can be delivered to your door with additional 1-2 working days, however, oversized transport items can only go to the nearest depot for you to collect. Please contact us for further information regarding rural deliveries.

We do not offer pickup unless specified on the listing.

Unfortunately, we DO NOT accept PO BOX, parcelpod, and any other non-physical addresses at the moment; we also DO NOT accept Waiheke Island, and any other Island addresses.

**We understand that you would love to see your purchase in your doorway straightaway, but please be understanding that the transport industry has been fully occupied due to Covid-19, and we have multiple different carriers on board to share the volume to make sure your products are sending into the network as quick as possible however, the days and time spent on the way to you is something we have no control with. Hence above time frame mentioned is only an indication, we cannot guarantee the extract date of your delivery. We strongly recommend you leave your correct mobile number to quicker the whole delivery process and of course, we are here to provide help as always

Here at Toughout, we offer different return policies, warranties and aftersales care to ensure you have a good shopping experience with us.

Change of Mind Policy

Returns of any non-faulty product can be accepted within 30 days of purchase, and the goods need to be returned at buyer’s cost with unopened, unused, in their origin package and in resaleable condition. Please understand that the shipping cost are non-refundable, please contact our customer service team to provide proof of above, once your return request has been approved, we will happy to provide an exchange or store credit from there.

Warranty and Aftersales Care

Toughout provide a minimum 12 months warranty on all products lines, we are happy to honour our obligations to provide repair or replacement under Consumer Guarantee Act 1993 and Fair Trading Act 1996 within the period.

In case if where the product isn’t received being functional or faulty, you are required to make contact with our customer service team first before any action can be taken. Our team will provide you suitable solutions within a reasonable time frame after careful investigate your issue

Please understand, general warranty does not cover when cases like misuse, incorrect handling, lack of/inadequate maintenance, unauthorised repair and modifications, or damages under extreme weather conditions.

For any enquiries, please email us.

Our customer service team is available online to answer your enquiries within working hours

Monday – Friday: 9:00am – 4:00pm

We will offline on weekends and Public holidays

Please kindly allow 24-48 working hours for us to respond your email, and we appreciate your patience in advance.