Quick answers to the most common questions
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Whether you have a question about tufting, need help with an order, or your machine needs attention — we’re here. Check the FAQ below first, you’ll likely find your answer in seconds.
Frequently Asked Questions
📦 Where is my order?
Once your order ships, you’ll receive a tracking email with a link to follow your parcel in real time. Most orders within the Netherlands arrive within 1–2 business days; international orders typically take 2–4 business days.
🔍 Part of my order is missing — what should I do?
First, check your order confirmation to see if items were shipped separately. Frames are always shipped separately If something is genuinely missing, please contact us with your order number and a photo of what you received and we’ll sort it out quickly.
🚚 What are your shipping options and delivery times?
We ship across Europe from our Amsterdam warehouse. Standard delivery takes 1–2 business days for the Netherlands and 2–4 business days for the rest of Europe. Free shipping applies to orders above a certain threshold — check the shipping page for current rates and your country’s threshold.
🔴 I received a defective or damaged product — what now?
We’re sorry to hear that. Please contact us within 14 days of receiving your order and include your order number plus a clear photo of the issue. We’ll arrange a replacement or repair as quickly as possible.
🔔 Is a product back in stock / when will it be available?
You can sign up for back-in-stock notifications directly on the product page. For larger or ongoing supply questions, feel free to reach out and we’ll give you our best estimate.
🔧 How do I use or set up my tufting equipment?
Our help centre has step-by-step setup guides, maintenance instructions, and troubleshooting tips for all tufting gun models we carry. If you’re just getting started, the beginner guide is a great first stop.
🏢 Do you offer purchase orders and quotes?
If your institution or university requires a formal quotation, purchase order, or Peppol invoicing workflow, please email us directly at support@tuftingeurope.com
Still need help? Get in touch.
Use the form below or reach us directly. To help us respond as quickly as possible:
- Machine repairs — include your order number and a photo or short video showing the issue.
- Order questions — always include your order number.
- General tufting questions — just ask, no order number needed.
🏢 University, institution or business? If you require a formal quotation, purchase order, or Peppol invoicing workflow, please mention this in your message or email us directly at support@tuftingeurope.com.
