Shipping and delivery
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
Refunds & returns policy
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Tug Tag (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://tugtag.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
How much do you charge for shipping?
We provide free shipping to over 200 countries around the world*
*with some exceptions
Will I be charged any shipping, customs or duties fees?
No, the price you see is the price you pay - you won't be charged any extra fees.
When will you ship my order?
If you order an in-stock item, we’ll ship it within 3 working days.
How long will my order take to arrive?
Orders are shipped by EMS or USPS. Typically, delivery takes 5-20 working days after dispatch, but it may take longer due to factors beyond our control.
Do you provide tracking information?
You will receive your tracking information within 3-5 working days. But sometimes tracking might not be available if free shipping applies. In this case, please contact us at support@tugtag.com
Can I cancel my order?
You can change or cancel your order within 12 hours. Please contact us at support@tugtag.com
Product very nice as far as looks. Screen cracked and I haven’t had it long, also I can’t plug in headphones etc while in case.
Favorite case I ever had. Has the natural feel of an iPhone (solid) and great for privacy protection
This case is the bomb! Very thin people didn’t noticed I had a cover on my phone. The anti-spy screen is just perfect. I dropped my phone several times with the case on and no damage at all to the phone in the other hand even though the screen protector cracked is not noticeable unless you see it from an angle.
The case arrived about 2 weeks, the quality of this case really surprises me. light and thin,doesn't add weight to my phone. super good touch, the glass material feels very comfortable The hole position is accurate, very fits my phone, there is no gap after loading.metal frame is very strong,reliable.I have to work hard to open magnetic frame.Simple style, make my phone more elegant and doesn't keep logo out.No need to install a front glass.BTW，Don't forget to remove the protective glass if you want to try something cool,I would recommend this case!!!
Works as described. Nice privacy, With oleophobic will be the best cover ever. Fast shipment. Very good packaging. Great store
Thank you very much, long wanted such a cover. He didn't disappoint me. I got very quickly, in 10 days of everything. Thank you again)
Gift for my wife’s iPhone X, fits perfectly, looks classy! She used to use darkened privacy screen protector but somehow it’s too dark, and the edgy feeling on the rims of the phone is not comfortable. The shade of this all in one privacy phone case is at a perfect level, and saves a lot hassle in applying screen protector if you are not handy enough
Excellent and strong quality
This is a good case. Dropped phone several times and it hasn't broken yet. The touch screen is much more difficult to use inside the screen, I find myself having to press really hard sometimes. It accumulates sooooooo much dirt and stuff from being in my pocked under the screen. Also when I am on a call, when I look at the screen it will just randomly lock and unlock when it wants but only does so in the protector. Overall though I like the sleekness of the case. Lots of compliments
Very nice case, such as the pictures in the advertisement
Must have!!!! This is the most amazing case I've ever owned.Perfect privacy!
Love the privacy screen and the fact that the edges are smooth - I don't know why, but the edges on other phone covers like this one are not rounded and it doesn't take long for your fingers to feel that. I have a 10s Max and my hands are small, so I tend to rest the bottom of my phone on my pinky when I'm browsing on my phone or playing a game, so you really notice the feel of the edge. I ordered this in non-privacy front from this same company and loved it so much that I sought out their privacy case as well.
Second one I have purchased- recommend this production
Looks good
the item arrived !!!
Great!
Totally top. Neat sent out quickly. It was again sorry that it in Netherlands again once 12 days needed for the packed by was. Recommended.
It's actually pro privacy, no one can see inside your phone .
Strong magnets and product as described.
The package was well protected. If you remove and put the case it can be given of Yes.
The case is definitely worth buying. It protects your privacy and the weight is light too.