Frequently Asked Questions

Order

Was my order successful?

After you place an order, we send an order confirmation email to the address you used at checkout.

If you do not see it within a few minutes:

Check your spam or promotions folder.
If there is still no email, contact us through the contact form or at info@tuuli-shop.com and we will confirm your order manually.

Where is my order?

When your parcel leaves our warehouse, we send you a shipping confirmation email with a tracking number and tracking link.

If you cannot find this email:

Check your spam or promotions folder.
If it is still missing, contact us via the contact form and we will resend the link.

Typical delivery times and carriers are listed on our Shipping & Delivery page.

How can I change or cancel an order?

We start preparing your order shortly after you place it so that we can ship as fast as possible.

If you need to change the address or cancel the order, contact us immediately via the contact form or at info@tuuli-shop.com.

If your parcel has already been processed or shipped, changes are no longer possible. In that case you can return the order in line with our Return & Refund Policy.

Can I also order by telephone?

No. For security and data protection reasons we currently accept orders only through our online shop.

If you need help placing an order, please contact us and our team will guide you through the steps.

Can I reserve an item?

We cannot reserve items. Our stock is updated in real time and orders are processed on a first-come, first-served basis.

An item is only reserved for you once the order has been completed and payment has been confirmed.

Payment

What are the payment options at Tuuli?

Available payment options depend on your country and currency. At checkout you will see the methods that are available for you.

Credit and debit cards (for example Visa, Mastercard, American Express)
PayPal
Apple Pay and Google Pay on supported devices and browsers
Other local payment methods where offered by our payment providers

All payments are processed securely by certified payment providers. Tuuli does not store your full card details.

Why have I received a payment reminder even though I have already paid?

Payment reminders are sent automatically if our system does not receive a payment confirmation within a short time.

Sometimes the payment and the reminder cross. If you have already paid and the money has been charged from your account, you can ignore the reminder.

If you are unsure, contact us with your order number and a short note through the contact form. We will double-check the status for you.

How do I use my discount code?

If you have a discount code for the Tuuli shop, you can enter it during checkout.

Add your products to the cart and proceed to checkout.
Enter your code in the discount field and confirm.
The discount will be applied to eligible items and shown in the order total.

In general, discount codes cannot be combined and some products may be excluded. If part of an order is refunded, we refund the amount you actually paid for the returned items.

Is shopping at Tuuli secure?

Yes. We use secure, encrypted connections (SSL) for our entire shop and checkout.

Payments are processed by certified payment providers that follow strict security standards.
We do not store your full credit card information on our servers.
You can always contact us through the contact page if you have questions about data security.

Shipping & Delivery

What is the delivery time for my order?

We usually prepare and hand over your order to the carrier within 1–3 business days. For very large or highly personalised orders, processing may take up to 10 business days.

Estimated delivery times after dispatch:

Europe: about 3–10 business days with standard shipping
USA and Canada: about 7–14 business days
Rest of the world: about 10–20 business days
Express options (where available): faster delivery with an additional fee

These time frames are estimates. Delays can happen during peak seasons or because of customs checks. Up-to-date examples are listed on our Shipping & Delivery page.

What are the delivery costs?

We offer free tracked standard shipping worldwide on all orders placed in the Tuuli shop.

For some destinations we may also offer paid express shipping. Available options and prices are shown at checkout and explained on our Shipping & Delivery page.

How can I track my parcel?

As soon as your order has been handed over to the carrier, we send you a shipping confirmation email with a tracking number and a direct tracking link.

If you cannot find the email, check your spam or promotions folder. If it is still missing, contact us via the contact form and we will resend the link.

Where is my parcel?

If your parcel seems to be stuck or delayed, please first check the tracking link that you received in the shipping confirmation email.

Small gaps in tracking scans are common, especially during peak seasons.
If there has been no movement for about 10 business days, contact us so we can open an inquiry with the carrier.

More information about typical delivery times and delays is available on our Shipping & Delivery page.

My parcel could not be delivered. Could you send me the order again?

If a parcel is returned to us because it could not be delivered (for example, incorrect address, not picked up in time, or unpaid customs duties), we treat it as a return.

When we receive the parcel back, we can:

Reship the order to a corrected address once you confirm the details and pay any additional shipping costs, or
Refund the order according to our Return & Refund Policy. For unclaimed or refused parcels, a restocking fee and any carrier or customs charges that we are billed may be deducted from the refund.

If your parcel could not be delivered, please contact us as soon as possible via the contact form so we can find the best solution.

Returns, Exchange & Complaints

How can I return an item?

We are sorry if a Tuuli product did not meet your expectations. You can return most products within 30 days from the day you receive your order.

Items must be unused, unwashed and undamaged, in their original condition and packaging where possible.
The buyer is responsible for return shipping costs unless we made a mistake or the item arrived damaged.
For returns from outside the EU, any customs duties and import taxes are also the responsibility of the buyer.

Details and examples are explained in our Return & Refund Policy.

Has my return arrived yet?

Once your return reaches us and has been checked, we send you an email confirmation and, if applicable, start the refund.

Return parcels can take several days to reach our warehouse. After arrival, please allow up to 5 business days for processing.

If you have a tracking number for your return, you can follow the shipment with the carrier. If you believe the parcel has been delivered but you have not heard from us after a few days, contact us with your order number and return tracking link.

When will I receive the refund for my return?

After we have received and inspected your return, we usually process refunds within 3–7 business days.

The time until the money shows on your account depends on the payment method and your bank. Refunds are always made to the original payment method used for the order.

Any restocking fees, return shipping costs or customs charges that apply will be deducted from the refund according to our Return & Refund Policy.

Why has my return been rejected?

We can only accept returns that reach us in a condition that allows us to resell the product.

Items that show clear signs of use, damage, heavy odors or missing parts may be rejected.
Some products (for example, personalised items) are not returnable unless there is a quality issue.

If your return is rejected, we will email you with an explanation. If you have questions, you can reply to that email or contact us via the contact form.

The item delivered is damaged. What can I do?

If a product arrives damaged or faulty, please contact us as soon as possible.

Send an email to info@tuuli-shop.com with your order number.
Attach clear photos of the damaged item and the outer packaging.

We will review the case with our logistics partners and offer a suitable solution, such as a replacement or refund, in line with our Return & Refund Policy.

Investigation & Delivery Issues

My parcel has not been delivered

If your parcel has not been delivered and the tracking status has not changed for about 14 business days, please contact us.

Send us your order number and the tracking link or tracking number.
We will open an inquiry with the carrier and follow up.

Carrier investigations can take several days. As soon as we receive a clear result, we will discuss the next steps with you.

The tracking status for my order is “delivered”, but I have not received it. What can I do?

If the tracking shows “delivered” but you have not received your parcel, please check the following first:

Ask household members, neighbours or reception desks if they accepted the parcel for you.
Check your mailbox and any safe places around your home that the carrier may use.

If you still cannot find the parcel, contact us with your order number and tracking link. We will contact the carrier and help clarify what has happened.

Products & Collections

Which Tuuli wooden massager should I choose for everyday use?

If you are new to wooden massage, start by looking at our main wooden massagers collection.

Curved or straight rollers are a good all-round choice for legs, hips and arms.
Back rope massagers help you reach the upper and lower back on your own.
Foot rollers focus on the arches and soles after long days standing.

On each product page you will find clear photos, descriptions and usage tips so you can choose a tool that fits your routine.

Do you have wooden tools for cellulite-focused massage?

Yes. Our cellulite massagers collection includes rollers, contour boards, wooden cups and complete sets inspired by wood therapy and maderotherapy techniques.

These tools are designed to help you build a regular massage routine at home. They are not medical devices and cannot guarantee the removal of cellulite, but many customers find them helpful for comfort, relaxation and the appearance of the skin when used consistently.

For step-by-step routines and safety tips, visit our Instructions page.

Do you also sell wooden kitchen products?

Yes. Besides wooden massagers, Tuuli makes everyday products for the home and kitchen.

In our wooden kitchen utensils collection you will find cutting boards, spoons, spatulas, clips and organisers made from natural wood.

These products are designed for daily use, with clear care instructions so they stay beautiful for a long time.

Can I order personalised wooden gifts from Tuuli?

Yes. We offer personalised engraving on many Tuuli products.

You can explore all options in our personalised wooden gifts collection.

Add your text during ordering or follow the instructions on the product page.
Personalised items make special gifts for birthdays, weddings, anniversaries and company events.

Please note that personalised products are usually made to order and cannot be returned unless there is a quality issue.

Do you offer wooden products for pets?

Yes. In our pet accessories collection you can find natural wooden tools for dogs, cats and other pets.

Pet massagers to gently massage the back, sides and legs.
Other wooden accessories that fit a calm, natural style at home.

Always introduce new tools slowly and watch your pet’s body language. Stop immediately if your pet shows signs of stress or discomfort.