FAQ - Frequently Asked Questions

Yes, we ship across Australia, including rural and remote areas. Delivery times vary based on your location. Free Delivery is to mainland Australia only and subject to change at Tuhorse's discretion.

Orders paid by 1:00 PM during our business hours are usually
shipped the next business day. However, we will endeavour to dispatch orders the same day where possible. Orders placed during holidays, weekends, or outside of business hours will be processed and shipped on the following business day. Once shipped, you'll receive tracking updates direct from the courier. 

Delivery times depend on your location. Most metro areas receive orders within 3–5 business days, while regional and remote areas may take longer. 

We accept change of mind returns within 14 days of purchase if the product is unused and in its original packaging. Custom orders and clearance items are non-refundable. Return shipping costs are the responsibility of the buyer.

Products that are exchanged or refunded will also have a 20% restocking fee applied and return shipping if necessary. We recommend using a tracked shipping method, as we are not responsible for items lost or damaged in transit.

For warranty claims, please refer to our Warranty Policy. 

If your order arrives damaged or faulty, contact us immediately with photos, and we’ll arrange a replacement or refund. 

You can order online through our website by selecting your product and proceeding to checkout. If you need assistance, call our team, and we’ll guide you through the process. 

Once your order is placed, you’ll receive a confirmation email with your order details and tracking information once it ships. 

If your order hasn’t been shipped yet, we may be able to update your shipping address. Contact us as soon as possible to request changes. 

Billing details cannot be changed once an order is processed. However, you can update your billing information for future orders in your account settings. 

Selecting the right pump depends on factors such as water depth, flow rate, and power source. Use our Pump Selection Guide or contact our experts for recommendations. 

Yes, all our pumps come with a manufacturer’s warranty. Warranty periods vary by product—check the product page for details. 

Yes, we offer replacement parts and accessories for our pumps. You can find them in our Parts & Accessories section or contact us for assistance. 

While we don’t install pumps ourselves, we provide detailed user manuals and troubleshooting guides. We can also recommend professional installers in your area. 

If the product is unused and in its original packaging, we accept returns within 30 days. Restocking fees may apply—check our Returns Policy for details.