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Frequently Asked Questions

Once you have finished adding items to your Cart, simply click the “Check Out” button on the Shopping Bag page and we will guide you through the check-out process.

We accept all major credit cards, Apple Pay, google pay, PayPal, and Shop pay.

Yes. Cancellations must be made within 24 hours of order placement. Send us an email within 24 hours and let us know the reason why you wish to cancel your order. All refunds will be processed within 24-48 hours before the fund reflects on the customer's bank account.

Yes, if you cancel, there is a fee of five dollars.


Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:

  • If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
  • Timing: we have a 30-days Return & Exchange Policy, since the day item was received.
  • To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
  • For returns, please email with the subject 'Returns' and include your order number, name and the reason for the return.
  • Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
  • Please note that customers are responsible for shipping costs of returned items.
  • When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
  • If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

Please file a claim with your postal carrier. Otherwise, you can go through our returns & exchange process.

Oh noo, we know it happens to us all. Unforutately once it's left our hands, we are not responsible for that package. 

Please check to see if a family member or neighbors or building management might have your package. In some cases, USPS marks a package as delivered but will not be delivered until the next day or two. Please call your local postal office to see if they have your package. If they don't know where your package is, the next step would be to fill a claim with USPS for "Missing Package". 

If you provide the incorrect address, and it is NOT returned to us, unfortunately, a refund cannot be issued. If the package is returned to us, then we will gladly send to the correct address accordingly. You will be responsible for the new shipping cost. 

Please send us an email or contact us via chat and you will get a response between 24-72hrs.

No, of course not. Tugs products can be used on relaxed and natural hair.

Yes, Many of Tugs' products are made with natural and organic ingredients. The few that contain mineral oils or non-natural ingredients are clearly labeled on each product page. SO you can be in full control of which ingredients you and your familiy are exposed to.

Unfortunately, Tugs products currently are not guaranteed to aid in hair growth or cure any skin ailments. 

We recommend not until your child is about a year old at least. 2-3 years is preferred.

Yes, of course the oil will work for your edges.

Results will vary depending on where you are with your journey but try to stay consistent with taking care of your hair & skin..

We are not doctors and cannot give any medical recommendations, but you are free to try our products at your own risk.

Our site uses a Secure Sockets Layer (SSL) protocol to encrypt all personal information sent during the check-out process. For more information on how we secure and use your information, please consult our Privacy Policy

All orders take 4-5 business days to process unless you paid for next day processing.

Once you place an order you will immediately receive an email confirmation if not, please be sure to check your spam. You will get another email once your order is processed and shipped.

Sign up for email/SMS updates to be notified when a product returns. Otherwise we will announce on our socials.

We do deliver worldwide!

Shipping varies based on weight, location, and class preference.