Shipping Policy

This policy applies to orders placed in the Netherlands and Belgium and is intended to ensure that you are clearly informed of our shipping policies and procedures. By ordering from this store, you accept the policies stated herein.
We use an international warehouse where our stock is located, all our products are carefully selected and have gone through strict quality control to ensure that we deliver top quality products.

Country (CET time zone) Postage costs Delivery time
The Netherlands Free 5-8 days
Belgium Free 5-8 days

Orders are usually processed within 1-2 (one to two) days between Monday and Saturday ( 06:00 and 23:00) and shipped from the warehouse the next day, delivery time is 4-6 (four to six) calendar days, so orders will be delivered within 5-8 (five to eight) days . There are no shipments on weekends. In case of high demand for the products, processing time may take longer. 


SHIPPING COSTS
The shipping costs of our orders are always FREE , this applies to both the Netherlands and Belgium.  

COURIERS
We use the following courier services:
Netherlands: PostNL, DHL, GLS (incl. Track & Trace)
Belgium : Bpost, Colis Privé (incl. Track & Trace)

SHIPPING DETAILS
Please check if all shipping details are correct. If incorrect or missing information, we will have to stop processing and contact you until all information is complete. This may cause a delay in your order. The delay may also be caused by customs.


LOST ORDERS
If the order is lost during transport or if the buyer claims not to have received the order (even if this is evident from the tracking information), an investigation procedure will be started with the carrier. In order to maintain customer satisfaction, we will provide the customer with a suitable solution as soon as possible. Usually we first wait for this investigation procedure and then a new product will be sent or the purchase price will be refunded. Both we and the customer must fully cooperate with the carrier.

DAMAGED ORDERS
In the event that you have received a damaged order, we will ask you to send a photo of the damage. We will then offer an appropriate solution, such as resending the damaged products or refunding the amount to the payment method used.

ORDER TRACKING
 After placing your order, you will receive a tracking number within 24 hours on average. This is already during the processing of the order, so it may take some time before the tracking information is updated (please take this into account before sending an email to customer service!).
Your tracking number is clickable in an email that you receive and will redirect you to the current tracking information.

CONTACT US:

At Ruffy we are available 7 days a week and we try to process all messages within 24 hours.

If you have any questions or comments, you can contact us in several ways:

✉ - team@ruffy.nl
💬 - Frequently Asked Questions
 Opening hours: Monday - Friday: 09:00 - 21:00
Saturday and Sunday: 09:00 - 18:00

Head office:
Company Name: Ruffy LLC
Trade name: Ruffy
Address: 1840 Grant Park Lane, Los Altos, CA 94024, USA ( not a visiting or return address )