TFO Outdoor Sports | FAQ
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Frequently Asked Questions

TFO [THE FIRST OUTDOOR] starts from 1999, initiated by a group of professional outdoor adventurers from California, United States, who have common interest. In adhering to the unique adventurous spirit of the United States, TFO pays more attention to the comfort customer experience that high quality products bring. Moderate color matching always highlight the excellent texture of the product itself. Innovative patented technology and new materials as the driving force to meet the global outdoor enthusiasts professional needs.

What is TFO’s satisfaction guarantee?

Your satisfaction is our top priority so all of our products are guaranteed to arrive safely or your money back!

All items are covered by a 5 day dead on arrival warranty. Most items are covered by a 90 day free defective replacement warranty and 150 day repair warranty.

When will I receive my order?

Your order goes through several steps before reaching your door.  Here are those steps:

 

Step 1            Confirm payment            0-3 business days

Step 2            Process order                 1-3 business days

Step 3            Package order                1-2 business days

 

Step 4            Shipping            Airmail         9-14 business days

Expedited      5-7 business days

 

Total            Airmail               11-22 business days

Expedited            7-15 business days
All times listed are estimates and are not guaranteed.  Exact time varies with exact destination. Holiday season orders can experience 2-3 week delays.

Can processing be expedited / does purchasing EMS expedite processing?

TFO does not have an expedited processing option. Purchasing EMS only expedites postal service mailing time.

How are customs and taxes issues handled?

Customs and import duties including any taxes, tariffs or item seized, are the sole responsibility of the customer. Items shipped from our warehouse and other international warehouses are not subject to export taxes.

Our common Airmail delivery service does not have an invoice in the package, however, express shipping methods such as TOLL Express, DHL or TNT orders must be sent out with an invoice for customs clearance.

What is the RMA & returns procedure?

Please do not discard the mailing envelope and product packaging. Pictures of the proceeding items are needed when contacting TFO.

 

Always contact TFO and wait for instructions before returning anything.

 

1) Select an appropriate contact form.

2) Take and upload the requested pictures.

3) Wait for TFO to reply and follow the instructions.

 

Do not close the CSE form until you issue has been resolved.

Have a problem logging into your TFO account?

If you have already registered an account, then please try the following:

Can’t login? Try clicking on the “Click here to Login” button immediately above, instead of pressing enter.

 

Forgot password? To reset your account password, click here.

 

If you still cannot login to your account after trying all the above methods, then please contact us.

What tracking and shipping methods does DX offer?

TFO offers FREE world wide shipping on all items.

SuperSaver and Standard shipping:

Orders of $20 or more are shipped with Registered Air Mail for free and with a tracking number.

Orders under $20 are shipped with normal airmail. A tracking number can be purchased during checkout.

Orders of any amount that used the BULKRATE code will automatically be charged a tracking number fee $1.7.

Note: Partial shipments will get tracking numbers under the following conditions.
Order total is at least $8 and the customer purchased a tracking number.
Order total is at least $20 and the partial shipment is over $8.

Express shipping:
Express shipping can be purchased for most countries during checkout. Purchasing express shipping only affects postal service mailing time; it does not affect TFO processing time.

Different countries will be shipped automatically with different available express, such as China Post EMS, Singapore Post EMS, TNT, DHL, TOLL etc.

Note: Partial shipments of $30 or less will be shipped with registered airmail.
Post Partial shipments over $30 will be shipped with express service.

Perfect, all-weather, water and wind resistant product made just for you.