At Tropi Pet Care Shop, we’re committed to providing premium pet nutrition and care products to discerning pet parents worldwide. Our shipping and returns policies are designed to offer convenience while maintaining the highest standards of quality and hygiene for your beloved pets.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

Standard Shipping:

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipment
  • Flat Rate: $12.95 USD

Free Shipping:

  • Available for orders over $50 USD
  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipment

Note: We ship globally except to certain Asian countries and remote areas. Delivery times may vary depending on customs processing in your country.

Returns & Exchanges

We stand behind the quality of our premium pet products. If you’re not completely satisfied, you may return most items within 15 days of receiving your order.

Eligibility Requirements

  • Items must be unused and in original packaging
  • Proof of purchase is required
  • Return requests must be initiated within 15 days of delivery

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.)

How to Return an Item

  1. Contact Us: Email our customer care team at [email protected] within 15 days of receiving your order using the template below
  2. Wait for Approval: We’ll respond within 1-2 business days with return instructions
  3. Package Securely: Include all original packaging and materials
  4. Ship Your Return: Send to our Virginia Beach facility (return shipping at customer’s expense)
  5. Receive Confirmation: We’ll notify you once we process your return

Return Request Template

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 we receive and inspect your return (typically within 3-5 business days):

  • We’ll 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’ll 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
  • 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 customer’s responsibility
  • We recommend using a trackable shipping service
  • Customs fees or import taxes on returned items are non-refundable

Our Commitment to You

As specialists in high-quality pet nutrition and care products, we want you to be completely satisfied with your Tropi Pet Care Shop experience. Our Virginia Beach-based customer care team is always available to assist you.

For any questions about our shipping or returns policy, please contact us at [email protected].

Mailing Address:
Tropi Pet Care Shop
614 Don Jackson Lane
Virginia Beach, VA 23450
United States