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Frequently Asked Questions

FIND A PRODUCT

Let us help you find your desired product in no time:

Click on the category name on the top left of the homepage to view our products by categories. You can also use the search bar located at the top right of our homepage to find your preferred products.

What if I cannot find my particular product on ruffntumblekids.com?

If we do not currently have a particular item your searching for, please inform us as we are always looking to broaden our product selection and keep our customers happy. We will also be happy to show you other options.

PLACE AN ORDER

Found your preferred products? Our Website is as easy as these 4 simple steps:

    1. Select a preferred size/color/quantity and then click on Add to cart, to add this product into your cart.

2. Click on the proceed to checkout tab to complete your order process.

3. At checkout, you will need to fill in your personal details and shipping address if you are a new customer. For returning customers, simply click on Click here to login. Note: Postcode/Zip is 234

4. Click on your preferred payment option before clicking the Place order button.

If you encounter any problems while placing your order, do not hesitate to contact us on 07046486957 or email us at orders@ruffntumblekids.com

REGISTRATION

Having troubles signing in? Simply follow these 3 steps:

1. Click on the account tab located at the top right end of our homepage.

2. A new page will open, sign in if you are an existing customer or sign up if you are a new customer.

3. Once you click on register, you will be required to fill in some personal information. After updating the required fields, click on the save tab to create your account.

SHIPPING & DELIVERY

Does Ruff n Tumble deliver outside Lagos?

Yes, we deliver products to customers Nationwide.

Does Ruff n Tumble deliver outside Nigeria? 

Unfortunately, we do not deliver outside Nigeria.

When will I get my product after Ive placed my order on www.ruffntumblekids.com?

      Our standard delivery timeline is 1-5 working days. As soon as your order is dispatched from our warehouse, you will receive a confirmation email and an SMS specifying the date of delivery. Furthermore, you will be contacted by our dispatch personnel on the day of delivery. For expert delivery, simply select this option while placing your order, your items will be delivered within 1-2 working days.

Does Ruff n Tumble have a Corporate Office?

      Yes we do. Click here for our Flagship Store and here for other Store Locations. If you have any questions or need more information, do not hesitate to contact us at orders@ruffntumblekids.com or 01-460 4400 / 0700 6000 000.

Can I pick up my items instead of having them delivered? 

      Yes, you can pick up from any store location. Simply select the store while placing the order.

How do you charge for shipping?

      A charge is applied based on your order weight and your shipping address.

What if I am not home at the time of delivery?

      Our dispatch personnel would call you before he attempts to make the delivery. If you are unavailable to receive your item, we will call you to re-schedule a date that best works for you. Please note that your order will be cancelled after 2 re-delivery attempts.

Can my parcel be delivered to an office address?

      Yes, your parcel can be delivered to any address that’s convenient for you. To make this possible, you must enter your preferred address as your shipping address before you checkout.

My items haven't arrived yet. What can I do?

      If you haven’t received your items after the 5th business day, have your order number ready and contact us on 07046486957or send an email to orders@ruffntumblekids.com .

How do I track my order?

      You can always track your order(s) anytime/24 hours per day via My Account. We will send you an email when your order is shipped. Should you need any assistance, please do not hesitate to contact us on 07046486957ororders@ruffntumblekids.com

PAYMENT

1. How do I make payment?

      We have four payment options to choose from: Pay on Delivery, prepay via local and international Mastercard, VISA and Interswitch Verve cards or mobile transaction with Paga. When you place your order on our website, these options are displayed and you can choose an option that is suitable for you.

2. Can I pay for my items during pick up at any store?

      Yes you can, simply select the pay on delivery option while placing your order. Please note that we will only take electronic payments (ATM card) and do not accept cash.

3. Are your prices negotiable?

      Our prices are already discounted to make them as competitive as possible. The prices are not negotiable.

4.  Will my card details be safe?

      Yes, we use 'Secure Socket Layer' (SSL) technology to encrypt your payment card to ensure your details are safe.

5. Why has my card been declined?

      There can be several reasons why your card has been declined, such as the use of a wrong PIN. For further details, please contact your card issuer.

6.  Can I use two methods of payment when ordering online?

      Unfortunately we currently only accept one payment method per order.

TECHNICAL

Having troubles placing items in your cart. Simply use the following guidelines to adjust the security settings of your browser.

1. For Internet Explorer 6 or 7:

 Click Tools

 In the drop down selection menu, select Internet Options

 Click the Security tab

 Click the "Security level for this zone" and adjust it to custom level

 Scroll down the settings to the scripting box

 Select "Enable" in the Active Scripting and Scripting of Java Applets box

 Click OK

 Click Internet Options and then OK again to accept the settings

2. For Mozilla Firefox:

 Click Tools

 In the drop down selection menu, select Settings

 Click the Content tab

 Check Enable JavaScript and enable Java

 Click OK

3. For Google Chrome:

      On the web browser menu click on the "Customize and control Google Chrome" and select “Settings"

      In the "Settings" section click on the "Show advanced settings…"

      Under the "Privacy" click on the "Content settings…".

      When the dialog window opens, look for the "JavaScript" section and select "Allow all sites to run JavaScript (recommended)”.

       Click on the "OK" button to close it.

      Close the "Settings" tab.

      Click on the "Reload this page" button of the web browser to refresh the page and continue shopping.

RETURN

We want all our customers to receive top quality goods. If you think there is an item you received that is faulty, kindly return it to us to implement a proper quality check. Products that pass quality check, and are deemed satisfactory will be returned to you for your use.

1.  What is Ruff n Tumbles returns policy?

      We currently have a returns policy of 14 days from the date of delivery and this applies to all our products. If you wish to return an item, you can request for a replacement as long as it meets our return policy.

2.  I have received my goods but I do not like them:

      You can return this product to us; as long as it is in the same state it was delivered in and if it is within our 14 days return policy timeline.

3. I have received my order but the wrong item was delivered to me:

      Please call or send us an email to schedule a retrieval of the item. We will work on retrieving this product and processing a replacement once this claim is validated, as long as it is within our 14 days returns policy.

4.  How long have I got to send an item back to get a refund?

      We hope you’ll love every ruffntumblekids.com purchase you make, but if you ever need to return an item, you can do so within 14 days of receipt.

5. I was charged a shipping charge. Will it be refunded when I return my product?

      Yes, we offer full refunds for returned defective products only.

6.  How will I receive my refund?

      After an item is retrieved, we refund the full cost of eligible purchases by transferring the entire amount to your Nigerian bank account. We do not give cash refunds. All our refunds are processed through electronic funds transfer.

7.  How long will the refund process take?

      The refund will be processed after we have completed evaluating your return. In order to make the process as fast as possible, we will refund you via a voucher that can be used only on Ruff ‘n’ Tumble’s website. This voucher is valid for one year. Should you wish for another refund method, please indicate it on the return form including all your bank details. Please allow for following timelines for replacements or refunds counting from the date of retrieval or sending through DHL before contacting us:
Lagos: 8 days
Retrieval by Ruff ‘n’ Tumble outside Lagos: 14 days
Sent by DHL: 21 days

8. I have not received my refund yet. What do I do?

      You will receive an email once your refund has been processed. Refunds to bank accounts are posted the same day. However, for some banks, there may be delay of 1-2 business days. If you have not received an email regarding your returns after 3 days for retrievals in Lagos and 5 days for retrievals outside Lagos, please email us at orders@ruffntumblekids.com

 

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