Refund and Return Policy

At TrueTide LLC, your satisfaction and your pet’s happiness are our top priorities. We stand behind the quality of our pet toys, cat food, dog food, and bird food, and we’re committed to ensuring a hassle-free shopping experience. If you’re not completely satisfied with your purchase, our Refund and Return Policy is designed to make things right.

Our Return Policy

  • Eligibility: You may return products within 30 days of delivery if they are unused, unopened, and in their original packaging. For pet food, the product must be unopened and in resalable condition.
  • Exceptions: Due to hygiene concerns, opened pet food or used pet toys are not eligible for return unless they are defective or damaged upon receipt.
  • Process:
    1. Contact our support team at molehuong@gmail.com or +84 962 260 639 to initiate a return.
    2. Provide your order number and a brief explanation of the reason for the return.
    3. Our team will provide a return authorization and shipping instructions.
    4. Ship the item back to us at 30 N Gould St Ste N, Sheridan, WY 82801, USA.
  • Return Shipping: Customers are responsible for return shipping costs unless the product is defective or was shipped in error.

Our Refund Policy

  • Refunds for Eligible Returns: Once we receive and inspect your returned item, we will process your refund within 5–7 business days. Refunds will be issued to the original payment method used during purchase.
  • Defective or Damaged Products: If you receive a defective or damaged product, please contact us within 7 days of delivery. We will cover return shipping costs and provide a full refund or replacement at no additional cost.
  • Non-Refundable Items: Shipping fees and gift cards are non-refundable.

Why Shop With Confidence?

  • Fast Refunds: Powered by Stripe, our refund process is quick, secure, and reliable.
  • Customer-First Approach: We’re here to address any concerns and ensure you’re delighted with your purchase.
  • Quality Guarantee: We rigorously test our products to ensure they meet the highest standards, but if something isn’t right, we’ll make it right.

If you have any questions about our Refund and Return Policy, don’t hesitate to reach out to us at molehuong@gmail.com. We’re here to help you and your pets enjoy a worry-free shopping experience.

TrueTide LLC – Your Trusted Pet Supply Partner.