FAQs

Frequently Asked Questions - TofuTackle

How can I contact TofuTackle?

  • You can email us at info@tofutackle.com where our customer service team will be happy to assist you with any inquiries or needs you have!

Do you ship worldwide?

  • Yes, we do.

Where do you ship from?

  • We ship our products from Hong Kong.

Can I change or cancel my order?

  • To ensure rapid processing of orders, changes or cancellations must be requested within 12 hours of placing your order. Unfortunately, we cannot accommodate requests made after this period. However, once you receive your order, you can return it for a full refund.

What payment methods do you accept?

  • We accept all major credit cards (VISA, Mastercard, AMEX) as well as PayPal payments.

When will my order be processed?

  • Our orders are managed and dispatched from our warehouse. Please allow additional processing time during holidays and sale seasons. We process orders from Monday to Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Note that we do not ship on weekends.

How long will it take to receive my order?

  • Due to high demand, please expect your order to arrive within 2-4 weeks.

What if I don't receive my order?

  • If your order hasn't arrived within 30 days after shipping, you are eligible for a full refund.

Will I be charged with customs and taxes?

  • The prices displayed on our site are tax-free in NZD Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

How do I return an item?

What if the item(s) I received are defective/incorrect/damaged?

  • In the event that you receive defective, incorrect, or damaged merchandise, please contact us immediately. Include your order number, photographs of the item(s), and all related references upon receipt of your package. We are committed to resolving your issue as quickly as possible.

When will I receive my refund?

  • Refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. Please get in touch with your bank or credit card company for inquiries about when the credit will be posted to your account. If you haven't received a credit for your return yet, we advise contacting your bank or credit card company as it may take some time for the refund to be reflected in your account.