Refund policy

Return & Refund Policy

Our Return Window

We want you and your pup to love your Tropical Pup Co. purchase. We accept eligible returns within 30 days of delivery.

To qualify for a return, merchandise must be unused, unworn, unwashed, and in its original condition and packaging, with all tags, accessories, and components included.

For health and sanitation reasons, products that have been used by a pet, worn, chewed, washed, damaged after delivery, or otherwise show signs of use cannot be returned.

How to Start a Return

To request a return, contact us at tropicalpupco@gmail.com with your order number and reason for the return. Please do not send merchandise back without first contacting us. We will provide return instructions after your request is reviewed.

Return Shipping

Customers are responsible for return shipping costs unless the product arrived damaged, defective, or incorrect. Original shipping charges are non-refundable unless the return resulted from an error by Tropical Pup Co.

We strongly recommend using a trackable shipping service. Tropical Pup Co. is not responsible for returned packages lost in transit.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved. Approved refunds will be issued to the original payment method. Please allow additional processing time for your bank or card issuer to post the refund.

Non-Returnable Items

For health and safety reasons, opened or used consumable products, used pet products, personalized/customized merchandise, gift cards, and products specifically marked Final Sale cannot be returned, except where required by law.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us at tropicalpupco@gmail.com within 7 days of delivery and include your order number and clear photos of the product and packaging.

After reviewing the issue, we will work with you on an appropriate resolution, which may include a replacement or refund.

Order Cancellations

If you need to cancel or change an order, contact us as soon as possible. We cannot guarantee cancellation once an order has entered processing or has shipped.

Questions

Questions about returns or refunds can be sent to tropicalpupco@gmail.com.