At Tropi Pet Care Shop, we stand behind the premium quality of our pet nutrition products and accessories. However, we understand that sometimes a return or exchange may be necessary. Our policy is designed to make this process as smooth as possible for our discerning pet parents worldwide.

Our Return Policy

We gladly accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Proof of purchase is required
  • Certain products are final sale (see below)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Opened Wet Food (due to perishable nature)
  • Opened Treatments (including medications and supplements)
  • Used Grooming Products (brushes, shampoos, etc.)

These exceptions align with our commitment to premium pet care standards and hygiene requirements.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer care team within 15 days of receiving your order at [email protected] with your request using the template below
  2. Wait for approval – We’ll respond within 1-2 business days with return instructions
  3. Package your items securely in the original packaging
  4. Ship your return to our Virginia Beach facility (return shipping is at customer’s expense)
  5. Receive confirmation once we process your return

Return Request Template

Use this template when contacting us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Tropi Pet Care Shop Team, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Details: – Product Name: [Product Name] – Reason for Return: [Please specify] – Preferred Resolution: [Refund/Exchange for (specify product)] I confirm the item is [unused/defective] and in its original packaging. Please advise on next steps. Thank you, [Your Full Name] [Your Email Address] [Your Order Number]

Refund Process

Once your return is received and inspected (typically within 3-5 business days of arrival at our facility):

  • We will process your refund to the original payment method
  • Credit card/PayPal refunds typically appear within 5-10 business days, depending on your financial institution
  • You will receive email confirmation when the refund is processed

Original shipping fees are non-refundable. For exchanges, we’ll cover standard shipping costs for the replacement item.

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us immediately at [email protected] with photos of the issue
  • We’ll arrange for a replacement or refund at no additional cost to you
  • In some cases, we may ask you to return the item using a prepaid shipping label

International Returns

For customers outside the United States:

  • Return shipping costs are the responsibility of the customer
  • We recommend using a trackable shipping service
  • Customs fees or import taxes on returned items are non-refundable

Our Commitment to Premium Service

As specialists in high-quality pet nutrition and care products, we want you to be completely satisfied with your Tropi Pet Care Shop experience. If you have any questions about our returns policy or need assistance, our Virginia Beach-based customer care team is here to help at [email protected].