- Orders and Processing
How long does it take for my order to be dispatched?
Orders are typically processed and dispatched within 1 to 2 business days following order confirmation. Once your order leaves our fulfillment center in Germany, you will receive an automated shipping confirmation email containing your tracking details.
Which shipping carriers do you use and how long does delivery take?
We partner with major international carriers, including DHL, FedEx, and UPS Priority services, to ensure reliable delivery across Europe. Standard delivery generally takes 3 to 7 business days from the date of dispatch, depending on the destination country.
How can I track my shipment?
We keep you informed at every key milestone of your delivery journey. Automated tracking updates will be sent directly to the email address provided at checkout, covering dispatch, arrival at carrier hubs, and local final-mile delivery.
What happens if my package is delayed or lost in transit?
If your delivery exceeds the standard timeframe, please contact our support team. We will immediately initiate a formal investigation with the respective carrier. Depending on the investigation outcome and actual circumstances, we will arrange for a full refund or a complimentary replacement shipment.
- Payments
What payment methods do you accept?
We accept a secure range of payment methods to accommodate our European customers, including:
Credit and Debit Cards: Visa, Mastercard, and American Express.
Digital Wallets: Apple Pay and Google Pay, alongside other standard electronic wallet solutions available at checkout.
Is my payment information secure?
All transactions processed through our checkout are encrypted using industry-standard SSL technology. We do not store your complete payment card details on our servers, ensuring your financial information remains protected during transmission.
- Returns, Refunds, and Statutory Rights
What is your return policy under European consumer law?
In accordance with European consumer protection regulations, you possess a statutory 14-day Right of Withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire 14 days from the day on which you acquire, or a third party other than the carrier indicated by you acquires, physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision by means of an unequivocal statement sent via email to inventory@toughsteeltrowel.com. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
What should I do if my item arrives damaged or defective?
If you receive an item that is defective or damaged upon delivery, please contact our customer service team via email at inventory@toughsteeltrowel.com within a reasonable timeframe. Please include photographic evidence of the defect or damage in your message.
Upon verification of the evidence, we will process a full refund or a replacement order without requiring you to return the damaged physical item.
- Company and Contact Information
Who operates this website?
This online store is operated by Toughsteeltrowel, established and registered in Germany.
Address: Rankestraße 26, 10789 Berlin, Germany
Phone: +49 30220127820
Email: inventory@toughsteeltrowel.com
Website: www.toughsteeltrowel.com