Let's talk about your most frequent questions! And to keep it easy, let's dive straight into the list:
Q: Where do you guys ship from?
A: All orders are being shipped from a warehouse in Germany except for those that will be delivered to Switzerland and Liechtenstein - those orders are packed and shipped from Switzerland.
Q: Do I have to pay import taxes and fees?
A: Orders to EU countries, to Switzerland and Liechtenstein are free of any additional charges since we ship from Germany or Switzerland, depending on where you order from. If you order from any other country outside of the EU, import fees and taxes will apply during import and you will have to pay those fees directly to your local carrier upon arrival of your delivery.
Q: How can I get an estimate on how much fees and taxes I have to pay?
A: As a rule of thumb you can always calculate with your local VAT plus an additional 5% to 10% of the order value for handling fees. These vary between the local carriers and it's difficult to get a proper estimate. We tend to use this calculator that has proven to be fairly accurate. Please be aware that we won't take any responsibility for the results of this calculator.
Q: How can I be sure that you really sell the original authentic AK tufting machines and not a cheaper copy?
A: That's a bit of a tough one, we get that. There are copies that look very much like the original but are nowhere near as reliable and well-built as the AK's. To make sure that we only sell genuine AK's we only ever buy directly from the manufacturer to whom we have a very close business relation. We'd never get our stock from third party vendors. Since we don't only sell these machines but also use them on a daily basis, we want to make sure - for you and for us - that we only have high quality products in our inventory and up for sale.
Q: What is your return policy?
A: Short answer is that you can return any unused item within 14 days after it has arrived at your place but you have to pay for the shipping. You can find all the details here.
Q: I have issues with my gear. Where can I get help?
A: If you but your items from us you can get in touch by writing to firstname.lastname@example.org and we'll give our best to get you back to tufting as quickly as possible. Please note that we can't offer free support for machines that haven't been bought from us. But there is our Tuftinglove YouTube channel with loads of free information on how to service and fix your machines, so check it out.
Q: I want to buy tax free within the EU for my business. Is that possible?
A: Sure! Just get in touch before your order and we'll set up a B2B account for you. Unfortunately we can't change orders that have already been placed so make sure to get in touch before ordering.