Policies

Thank You for Choosing Tuenne LLC!

We’re thrilled to have you on board and want to make your experience as smooth as possible. Below is a friendly guide to our policies—designed to keep you informed while supporting our small, handcrafted workshop.

Shipping & Delivery

• Fast & Fresh: All our gear is handcrafted and shipped from the USA. Orders typically ship within 7 business days, and most U.S. orders arrive within 3-5 days after shipping.

• International Orders: Duties and taxes are collected at checkout—no additional fees upon delivery. If you notice a delivery delay, contact your local carrier for assistance. If the package is returned due to non-delivery, shipping fees will not be refunded. For orders over $100, a 15% restocking fee applies.

• Safe Delivery: We are not responsible for lost or stolen packages, so please ensure you provide a secure delivery address.

Returns, Refunds & Exchanges

• 30-Day Return Policy: You may return items within 30 days of purchase, provided they are unused, in their original condition, and include all original packaging.

• How to Return: To request a Return Authorization, email us at hello@tuenne.com with your name and order number. We can provide a return label for $7.99, or you may use your own shipping method. Send the item to:
Tuenne LLC
181 Westchester Ave, Suite 305L
Port Chester, NY 10573

• Refund Details:

  • Shipping charges are non-refundable. If your order qualified for free shipping, the original shipping cost will be deducted from your refund.
  • Customers are responsible for return shipping costs. We strongly recommend using tracking, insurance, and adequate packaging, as we cannot be held responsible for incomplete returns.
  • Once we receive and inspect your return, we’ll notify you of approval or rejection. Approved refunds are processed within approximately 5 business days.
  • Please Note: Custom orders and closeout items are not eligible for returns or refunds.

Restocking & Remake Fees

• Restocking Fee: A 15% restocking fee applies to returns of 2 or more rope Products ie. Leashes, Keychains, and Collars. Each leash/rope product is handmade with care, and large returns significantly impact our workshop’s sustainability.

• Remake Fee: If an incorrect order is placed (and it is not due to our error), a $5.00 remake fee per item will apply.

Damaged Delivery Claims

If your order arrives damaged in transit, please notify us within 15 days of the delivery date (per carrier tracking). Include photos and a brief description of the damage, and we’ll work with you to resolve the issue.

Warranty & Care

• 90-Day Warranty: All products come with a 90-day warranty against manufacturing defects.

• Normal Wear & Tear: Regular wear and tear are not covered under warranty. Metal and moving parts naturally degrade over time—consider replacing worn parts from our spare parts section on our website.

• Doggy Disclaimer: Our ropes are tough, but they aren’t chew-proof! Chewed ropes are not covered under warranty, so be sure to keep them away from eager pups.

If you have any questions or need assistance, feel free to reach out at hello@tuenne.com. We truly appreciate your support and look forward to equipping you with adventure-ready gear!