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Company Information
toughweld.com is part of the Acumen Brands family of stores.
How can I contact toughweld.com?
Phone: 1 (866) 824-7991
Call center is open 8am to 6pm CST Monday - Friday
Email: info@toughweld.com
Mail: toughweld.com
2429 N. Gregg Ave.
Fayetteville, AR 72703
Ordering
How do I place an order?
It’s very easy to order from us! While on a product page you like, simply select the proper fields (width, size, color, quantity, embroidery information, etc.) and press the “Add to Cart” button. This button will direct you to your shopping cart page. Once you are ready to check out, hit the “Begin Secure Checkout” button. Fill out the appropriate fields, and voila! Your order has been placed.
Note: If you encounter any problems with items vanishing from your shopping cart, make sure you have cookies enabled in your web browser.
How do I know the items I am ordering are available?
We keep our website up to date with the latest available items. However, if for some reason we run into a problem with an ordered item, we will notify you by email immediately and find out if you would like to change to a different item or receive a full refund.
Can I order by fax?
Yes, we will gladly accept orders and payment information via fax. Our fax number is 479-718-0703.
Can I order by e-mail?
If you need additional information regarding products and availability, please feel free to email at info@toughweld.com. We are happy to place an order for you. However, we do not suggest sending payment information via email. Instead, please call 1 (866) 824-7991 to provide our staff with your billing information.
How do I check my order status?
Visit our Order Status page to check your order status. If for some reason you do not find updated information on this page or you have difficulty accessing it, please feel free to email us at info@toughweld.com.
How do I cancel or change my order?
As soon as you realize you need to cancel your order, please email info@toughweld.com to be sure we are able to cancel the shipment.
What payment methods does toughweld.com accept?
We accept Visa, MasterCard, American Express, and PayPal.
ALL PRICES ARE IN U.S. DOLLARS - WE ACCEPT NO FOREIGN CURRENCY, CHECKS OR MONEY ORDERS
Does toughweld.com charge sales tax?
As required by law, orders shipped to the state of Arkansas are subject to a 9.25% sales tax.
If your order is being shipped to any state other than Arkansas, there is no sales tax.
How do I use a gift card, promo or coupon code?
While in the shopping cart page, click the “Have a Gift Card or Coupon Code?” button, and enter your code.
How much does it cost to embroider an item?
Text: One line of text is $5 per top; a second line is an additional $3 per top.
Stock Logo- $8 per top.
Custom Logo- $8 per top plus a one-time digitizing fee starting at $50 and up (depends on the complexity of the logo).
What is a “complex embroidery request?” We define this term as anything that our online form can't handle. This service usually involves adding a custom logo or doing embroidery for large group orders. For complex embroidery, please contact us at embroidery@toughweld.com and we will be happy to work with you to fulfill your embroidery needs.
When will I receive my personalized items?
Simple embroidery requests usually add 1 - 3 business days to your order. Complex embroidery requests can take longer. If you have any questions about embroidery, please contact us at embroidery@toughweld.com.
Can I return or exchange embroidered items?
All embroidered sales are final and cannot be returned or exchanged.
What if toughweld.com is unable to accept my order?
We have worked hard to make our site easy to use. Please enjoy our one page checkout and enter your order, payment and billing information online. If for some reason you do have difficulty, please don’t hesitate to notify us by phone or email. A customer experience representative will be happy to complete the process for you.
Is shopping at toughweld.com secure?
toughweld.com takes every precaution to protect your user information. When you submit sensitive information via the website, your information is protected both online and off-line.
When you enter sensitive information (such as a credit card number) on our registration or order forms, that information is encrypted and is protected with Secure Sockets Layer (SSL) encryption technology. To learn more about our security, visit our store privacy policy.
What about computer monitor and product color discrepancy?
We work hard to accurately represent the colors on your screen and our products. However, all monitors are different and personal settings may affect the colors on your screen. Make sure your monitor is set to default standard settings for the most accurate representation of colors.
Does toughweld.com have a catalog?
We do not publish a printed catalog. Instead, our Website serves as a living catalog, which allows for more product detail and availability information.
Shipping
How are orders shipped?
We ship all orders via FedEx to provide the best possible service to our customer. We offer several different shipping options for your convenience. We will give you the pricing and estimated time for shipping when you check out. We are unable to ship International orders at this time.
How long will it take to receive my order?
Our warehouse is stocked with the most popular items. If your order includes items that are not currently available in our warehouse, additional time may be needed to receive the item from the manufacturer. If items must be ordered from the manufacturer, they will typically take 7-10 business days to ship to our warehouse before our warehouse can then send the product to you.
My account has been charged, but my item has not been shipped. What do I do?
Payment is processed at the time of purchase. Depending on the amount of time it takes to ship the order, your payment could clear your account before you receive the item you ordered. You will receive tracking information via email once the order has shipped. There are times when an ordered item could go on back order. We work hard to keep this from happening, but in the instance that a backorder occurs, our customer's are notified via email. At this time, you can decide if you would like to wait for the entire order, have us ship a partial order, or cancel all or part of the order.
Do any items require additional delivery time?
Embroidery requests usually add 1 - 3 days to your order. If you have any questions about embroidery, please contact us at info@toughweld.com. If you have purchased any sort of handmade item (i.e. any product from Lucchese, Corral, Old Gringo, etc.), please be aware that these items can take 6-12 weeks to ship out from the manufacturer.
Does toughweld.com ship internationally?
Unfortunately, we are unable to ship internationally at this time.
Why hasn't my product shipped?
1) You placed an order after the close of business.
If you place an order after 5 p.m. Central Time, your order will not process until the next business day. That means if you place an order on a Monday night at 9 p.m., your order will not be processed until Tuesday. Similarly, if you place an order after 5 pm on a Friday, your order will not go through until the following Monday (the next business day).
2) You placed an order on a national holiday, or when our offices are observing the national holiday.
We may be a computer-based business, but our employees are still the heart and soul of our company. Since we value them and value people, our employees are given time off for holidays. If you place an order during the times when our offices are observing national holidays, it will be processed on the first business day after the holiday observance.
3) You commented on Facebook with your size and that you really like the item.
To place an order on toughweld.com, please fill out all required fields on the product page. You will need to use the drop down menus on the order form to select your size and other relevant info and then click the "add to cart" button. This button will take you to the page where you enter your shipping and billing information. Unfortunately, commenting that you "like" a product or that you prefer a size 7.5 in red does not constitute an order at this time.
4) It's in transit.
Our shipping
policy states that items will ship from (leave) our warehouse in 7 to 10
BUSINESS DAYS. After the item has left our warehouse, it will be in the
hands of the shipping company and will be delivered to your door in a timely
fashion. Please note that business days are Monday through Friday only and that
weekends do not apply to these times.
Returns & Exchanges
What is toughweld.com‘s return policy?
We offer a 100% money back guarantee within 30 days with the following necessary exceptions:
How do I return an item?
If you’re not satisfied with some of the items you ordered, we want to make your return as easy as possible. Repackage the returns in the original shipping container and ship the items to:
Acumen Brands Returns
2429 N. Gregg Ave.
Fayetteville, AR 72703
Please fill out the return form on the back of your invoice or enclose a note with your order number and name, to help us process your return more quickly. The cost of returned items will be refunded to your original payment instrument (credit card, PayPal, etc.) as soon as possible.
What method should I send back my return?
We recommend that you us a shipping method that will provide you with a tracking number for proof of delivery (UPS, FedEx, or USPS).
How do I exchange an item?
We are able to process exchanges. Because of the time that shipping takes, it may be faster and easier for the customer to request a refund on the existing product and order a new product rather than requesting an exchange.
TO PLACE AN EXCHANGE ORDER:
Scenario 1: The original product and the new product
are the same price:
1) Fill out return paperwork located on back of picking ticket. Be sure
to include your contact information.
2) Notate the items that you would like to exchange
3) Ship the existing product back to toughweld.com.
NOTE:
Although the customer is responsible for the cost of shipping for a
return, toughweld.com will cover the cost of shipping the new
replacement item.
4) Once the exchange has been processed, toughweld.com will email a
new order confirmation.
Scenario 2: The new product is more expensive than the
original product:
1) Fill out return paperwork located on back of picking ticket. Be sure
to include your contact information.
2) Notate that you authorize payment of the difference between the old product
and new product by indicating this on the picking ticket OR we will contact you
so that you can give us permission to charge your account for the difference
over the phone.
3) Notate the items that you would like to exchange
4) Ship the existing product back to toughweld.com.
NOTE:
Although the customer is responsible for the cost of shipping for a
return, toughweld.com will cover the cost of shipping the new
replacement item.
5) Once the exchange has been processed, toughweld.com will email a
new order confirmation.
Scenario 3: The new product is less expensive than the original product:
1) Fill out
return paperwork located on back of picking ticket. Be sure to include
your contact information.
2) Notate the items that you would like to exchange
3) Ship the
existing product back to toughweld.com. NOTE: Although the customer
is responsible for the cost of shipping for a return, toughweld.com will
cover the cost of shipping the new replacement item.
4) The difference between the old and new products will be issued to the
original form of payment.
5) Once the
exchange has been processed, toughweld.com will email a new order
confirmation.
DEFECTIVE ITEMS:
toughweld.com is a vendor only and DOES NOT MANUFACTURE the items that we
sell. However, if you receive a product and believe that there is a
manufacturing defect, please contact customer service at 1 (866) 824-7991 and we will work with the manufacturer to get you a replacement
item. Because the protocol for defective products fully depends on what
manufacturer issued the product and to ensure maximum efficiency and optimal
delivery time, please contact customer service before you mail the item back
to toughweld.com.
When Will I Get My Refund?
Once your return is received and inspected by the returns department (usually
within 72 hours of receipt), your refund will be processed and a credit will be
automatically applied to your credit card or original method of payment within
7 days. Please note the depending on your credit card company; it may take an
additional 2-10 business days after you credit is applied for it to post to
your account.