FAQS

ALERT - 12:46pm GMT 11/08/22


Yesterday morning 10th August 22 at 10:43am my biggest supporter, my mum passed away from a very short illness. For some of you that know, my mum has only been ill for the last 3 weeks and took her last breaths yesterday with me by her side. The last 3 weeks have been awful, however I have been able to maintain working and visiting mum to get all my orders out.

It has now come to the time where I need a couple of days away from work to process the loss of my mum and support the rest of my family without going into burnout.

Like many of my customers I am Tube fed and deal with chronic illness, this means that overworking whilst going through a horrendous time has taken its toll on my health.

My messages may also be delayed at this time as I will not be in the office.

Thankyou for being such wonderful customers, I appreciate each and every ones support in this devastating time.

Faye
Tubie Life


I just placed an order, when will it ship?

For Backpacks the processing time is 5-10 Business Days before dispatch.

For Tubie Tape, Tubie Pads and Pump Stickers the processing time is 5 Business Days before dispatch

For all other products:

Please allow 24-48 hours production time for your order to ship out, average shipping times are 7-10 business days excluding holidays.
Tracking numbers will be updated 3-5 business days after your order has been SHIPPED. If you don't have a tracking number after 5 business days please email us at tubielife@gmail.com

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I am not in love with my order, can it be returned? What if there is an issue?

I GLADLY ACCEPT RETURNS

Contact me within: 3 days of delivery
Dispatch items back tracked within: 7 days of delivery
(do not do this without prior agreement by contacting tubielife@gmail.com. Items returned without prior agreement will not be refunded)

THE FOLLOWING ITEMS CAN'T BE RETURNED OR EXCHANGED:

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
  • Custom or personalised orders (ie. Backpacks and Pump Stickers)
  • Digital downloads
  • Intimate items (for health/hygiene reasons. ie. Tubie Tape, G-tube pads)
  • Items on sale

CONDITIONS OF RETURN:

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value, Buyer also needs to provide proof of purchase and full name.

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately (within 3 days of delivery) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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Can I cancel my order?

You cannot cancel Backpacks or Pump stickers as these products are custom made.

You are able to cancel other products with no penalty! You must cancel your order before it ships. If the item is already sent we cannot cancel the order.

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I have entered an incorrect address what do I do now?

If you have miss-spelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double-check if the address given is wrong kindly notify us via email at tubielife@gmail.com. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.

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I have a question that wasn't answered, can you please help?

Absolutely! Please send us an email to tubielife@gmail.com.and we will be happy to assist you in any way we can. We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks