Skip to main content

Payment Policy

What payment methods do you accept?
Visa, Visa Debit, Mastercard, Mastercard Debit, AMEX & PayPal.

Who are your payment processors?
Stripe is our payment processor for cards, but we also use PayPal. All card transactions go through Stripe, a PCI level 1 service provider. All your card payments go directly to Stripe. We never hold any card details, and we can never view them. Your details are stored with Stripe, so you can be sure they are held properly and securely.

When do you charge me for my order?
We only charge cards or PayPal transactions when we begin processing orders. We do not charge you directly when you order due to a number of issues which can arise, such as no stock or shipping costs for non-continental orders. We only charge you for what has shipped out.

How long does it take to process a refund?
Once we process a refund, it can take up to seven days before the funds become available to you. If you have any questions about, this please don't hesitate to contact us.

Returns

If you are not happy with your purchase you may, of course, return it. To initiate this process, please call TFH at 800-467-6222 for a Return Authorization Number (RA number). This number must be written on the outside of each box being returned along with our address. Items returned without an RA number will be refused. We accept only unused/unassembled items in resalable condition. Return freight is the customer's responsibility unless an item was sent to you in error. Truck items must be returned by the same carrier that delivered them. Return freight must be prepaid. If merchandise is returned within 30 days of receipt in resalable condition, you will receive a full refund. If return is after 30 days but less than 90 days, a restocking fee will be charged. Restocking fees are:

31-60 days - 15%

60-90 Days - 50%

Sorry no returns will be accepted after 90 days.

All returned merchandise should be packaged securely to prevent damage and shipped pre-paid preferably insured USPS or UPS to the address below.  If you feel an item is defective and would like reimbursed for your return shipping charges, PLEASE INCLUDE A RECEIPT FOR YOUR SHIPPING IN THE BOX.  WE WILL REIMBURSE YOU FOR REASONABLE SHIPPING CHARGES.  WE DO NOT PAY FOR PACKAGING MATERIALS CHARGED BY SHIPPING STORES.  If possible, use the box and packaging materials that your order was shipped in.

Please send returns to:

TFH USA
4537 Gibsonia Road
Gibsonia, PA 15044

Chew products and custom made products are not returnable.

Privacy Policy

TFH does not disclose buyer's information to third parties. Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item.


Cookies are used on this shopping site to keep track of the contents of your shopping basket once you have selected an item. 

Secure Online Shopping at TFH

We are committed to providing you with a safe and secure shopping experience. We take several measures to protect your personal and financial details:

Secure Socket Layering (SSL)
The SSL technology on our secure servers encrypts your personal information, including credit or debit card number, name and address before transmitting it over the Internet. To make sure you are accessing our secure server before you submit personal financial information, look at the URL or Location line of your browser. If you have accessed a secure server, the first characters of the address in that line should change from "http" to "https", the address bar should also appear green in color.  

If for any reason you cannot access the secure server, or if you're not quite comfortable shopping online on our website, please feel free to place your order with us by telephone at 800-467-6222.

Our SSL certificates are provided by Letsencrypt.org

PCI Compliancy
All of your card payments go through our card processor Stripe, a PCI Level 1 service provider. Your card details are submitted directly to Stripe where they are stored securely. At no point do we hold or see your card details. If you would like to know more about stripe and their PCI compliance, please visit this link Stripe Security.

Fraud Protection
We take certain measures to detect and prevent fraud. As part of these measures, we may call you to verify your order details and identity.

How do I contact you?

By Email:
info@tfhusa.com

By Phone:

800-467-6222

Shipping And Handling 

We use UPS or USPS for all ground shipping and UPS Freight for all truck shipments to ensure that you receive your product as quickly and at the lowest cost possible. Please see below our shipping policy.  
Ground Shipping Charges in Continental United States
15% of product total
$8 minimum
$30 maximum   
Shipping to Alaska, Hawaii and US Territories
Additional $45  
Truck Shipments
All items that require a truck shipment will be charged $165 per item. For multiple truck items, please call us or we will contact you with a shipping quote.
The shipping charge of $165 is tailgate delivery only. If you don't have a loading dock, please call us to request Liftgate Service (bring shipment to ground level) and/or Inside Delivery quotes.
Orders to Hawaii, Alaska, Puerto Rico & Mexico will be contacted with exact freight charges prior to shipping.
*Shipping charges to Mexico are to the border only. You will be surcharged for Mexican GST and PST taxes and clearance through customs including brokerage fees.
For expedited, next day or 2-day shipping, please call for quote (800-467-6222).
Delivery Schedule
We deliver in stock items right away. We have a large warehouse and stock the majority of our products. You should receive your order within 3-5 business days under normal circumstances. Custom orders and some Softplay items will be drop shipped from our supplier and may take up to 6 weeks for delivery. 
Back Orders 
Because we do not have access to your credit information, you will be notified of any items in your cart that are temporarily out of stock and that those items will be cancelled from your online order. We will contact you to see if you would like to reorder these items when stock as been replenished.
Damages and/or Losses
TFH USA makes every effort to package and ship your order with the greatest of care. However, there are occasions when damage or loss occurs in transit. If you see obvious damage to the box and/or contents, you may refuse a shipment. If you choose to sign for the shipment, have the driver note any and all damages or losses. If you accept a shipment by signing for it, you acknowledge that the shipment is in good condition (free of damage or loss). Upon receipt, you must open and inspect the contents of the shipment for possible concealed damage or loss. Keep all packaging and shipping material associated with a damage or loss shipment. IMPORTANT: You have 5 business days from receipt of shipment to report damage or loss that was not noted on the delivery receipt to our Returns Department at 800-467-6222. At that time, we will arrange for a replacement or refund. After 5 business days, we are not able to refund or replace for damages or loss.