FAQ

  1. CONTACT US

General : info@tucandwes.com
Press : press@tucandwes.com

  1. Why am I seeing SOLD OUT items and what is the WAITLIST page?

We allow 14 days for returns, so there’s a possibility that a one of a kind piece could come back to us! If that happens, we will email the first customer to put themselves on the wish list for that particular item and give them the chance to purchase it.

  1. REFUNDS, RETURNS AND EXCHANGES

We want you to love every single item you order from TUC+WES!

If for any reason you do not, we will gladly accept Returns or Exchanges on any unworn merchandise. The item must be received by our warehouse, within 14 days of delivery. However all CUSTOM items are final sale.

Refunds
After receiving the returned item, we will credit your account for the original purchase price minus any shipping charges.

If the item is WORN or damaged the refund will not be issued. T+W will be more than happy to ship the damaged item back to the customer, at the customer's expense.

Exchanges
If you wish to exchange an item please mail us the item, along with a note specifying which item you would like in exchange it for.

If there is a difference in price you will either be credited or debited the difference.

If you prefer a store credit, simply include that message with your return.


Please mail your item along with short note with correction to be made too:

Tuc+Wes
5983 Malburg Way

Vernon ca 90058


If at any time you are having trouble with your return, please send an email to info@tucandwes.com.

 

How to Pay

Tuc+Wes accepts PayPal, MasterCard, Visa and American Express credit cards. Your credit card will be charged when you place your order. We require the credit card security code in order to process your purchases to protect against fraud. The security code is an individual three- or four-digit number specific to your card that may be printed on the face of your card above the embossed account number (if American Express) or near your signature on the back of your card (if MasterCard or Visa). 

Security

Tuc+Wes is very sensitive to your concerns regarding the security of using your credit cards to purchase products over the Internet. Safeguarding your privacy and confidentiality is of the utmost importance to us. The Store uses Secure Sockets Layer (SSL) for financial transactions, which encrypts your data while it is being transferred over the Internet. 

Sales Tax

In addition to the price of your purchases, Tuc+Wes will charge you sales tax in states in which Tuc+Wes is required to do so. The amount of sales tax (if any) will be calculated on taxable product and displayed during the checkout process before you confirm your purchase. It also will be included on your order confirmation. 

Order Confirmation 

Shortly after you complete your order, you should receive an order confirmation by e-mail, which will include your order confirmation number, your total order price (including any applicable sales tax and shipping and handling charges) and, if applicable, estimated shipment and arrival dates. If for some reason you do not receive an order confirmation, please contact us by e-mailing info@tucandwes.com. Please save your order confirmation number and refer to it if you need to contact Customer Service. 

Your receipt of an order confirmation does not constitute our acceptance of your order. We reserve the right to limit the quantity of products in any order and/or reject any order in its entirety for any reason. 

Processing an Order 

The estimated shipment date on your order confirmation is based on payment processing time and warehouse processing time. The estimated shipment date does not include transit time. Upon shipment of your order, you should receive a shipment notification by e-mail and, if available, tracking information.

We will attempt to notify you by e-mail if any item cannot be shipped by the estimated ship date included in your order confirmation and you will be given the option to cancel your order and receive a full refund. We will begin processing orders received over the weekend or on holidays on the following business day.

How to Change Your Order

We will make every effort to process your order quickly. If you find that you have made an incorrect order for physical products, please notify us immediately by e-mailing info@tucandwes.com. If your order has not yet been shipped, we may be able to change it for you. However, if we are unable to do so, you may wish to refer below to our Returns Policy. 

Shipping Policy

When you place an order, shipping costs and arrival dates are displayed prior to final confirmation of your order. Shipping dates and shipping costs will depend upon a variety of factors, mainly, your shipping address. You will receive a shipment notification e-mail for each order with tracking information, if available.

* Please allow 2-3 days handling/processing time for all orders
* Delivery dates are estimated by USPS, UPS and/ or FedEX and are to be used for reference only.

* If you chose a shipping option that provides a tracking number you can check the status of your package athttp://www.Tuc+Wes.com/go/orderstatus
* To request your tracking number please contact us at info@tucandwes.com
* Items shipped internationally via standard surface and standard air mail do NOT provide a tracking number.
* If your item(s) have not arrived within a reasonable amount of time, and you have been provided a tracking number, please contact our customer service at info@tucandwes.com
* We do not resend items or file "Missing Package" claims unless the package has not arrived after at least 6 weeks from shipping date.

If you have specific questions about our shipping policy, please contact us by e-mailing info@tucandwes.com.

Advance Orders

Advanced pre-release ordering may be available for select products. These products have an “Advance Order” or “Pre-Order” icon or are otherwise identified as products available for pre-release ordering. These products will not be delivered before the release date specified. Advance order release dates are subject to change without notice. Occasionally, certain products offered on a pre-order basis may not be available before or after you place your order due to unforeseen circumstances. In such event, you will be given a full refund for any such pre-ordered product.

Promotional E-Mail

We may contact you from time to time by e-mail with information about artists and new products and services that we think may interest you. Our Privacy Policy includes details about how we may share and use information about you within the Tuc+Wes group of companies worldwide and with artists and management. If you do not want to receive promotional e-mail about new products and services from the Tuc+Wes group of companies or our artists, then you should check the box that reads “If you prefer not to receive promotional e-mails from us or our affiliates or artists, then please check here” (or similar language), when we first request your e-mail address at the time of purchase. If for some reason you forget to do this, you can request that we remove you from our e-mail list at any time by sending an e-mail to info@tucandwes.com. 

Other Terms and Conditions

We reserve the right to cancel any order you have placed if there was a typographical error on the Store concerning the product, pricing or availability of any item you ordered. 

We reserve the right to change any products or services offered at the Store at any time. 

 

  1. Terms Of Sale

Tuc 54, LLC.
Terms of Sale

Last Updated 2012
You accept these Terms of Sale by using the Store or accessing any content available on or through the Store. Tuc+Wes reserves the right to change these Terms of Sale at any time. Customers are encouraged to review these terms periodically for any changes. 

We do not collect personal information on anyone younger than 13 years old. Therefore, you must be 13 years of age or older to make any purchase from the Store. If you are at least 13 years of age but under the age of 18 and you would like to make a purchase from the Store or otherwise use the Store, you may do so only with the involvement of your parent or guardian who must accept these Terms of Sale on your behalf. 

The use of “you” or “your” in these Terms of Sale refers to either (a) you as the actual person using the Store and making purchases, or (b) you as the parent or guardian of someone under the age of 18 years old, but at least 13 years old, who is using the Store, where you are making any purchases for that person who is using the Store.