Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at Customerservice@tideandtwig.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at Customerservice@tideandtwig.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Dalite@tideandtwig.com.
Return or Exchange
Have you made a mistake in your purchase? The product you received is not what you expected? Want a different color that best matches your pet’s personality? We can help with that!
At Saltybay, we have a 30-day return or exchange policy that applies to all non-perishable goods. Please refer to the return and exchange policy outlined here to see if you are eligible.
Return
Products purchased may be eligible for return or exchange with the following conditions:
- Return/exchange request is submitted within 30 days of the item’s delivery
- The product(s) is in its original condition: unopened, unworn, or unused, with tags if they are attached, and in its original packaging
- Not a final sale item
- Not a perishable item (food, treats, supplements or ingestible, or pest preventives)
To start the return or exchange process, please contact us by email at Customerservice@tideandtwig.com and provide the following information,
- In the email subject line starts
[RETURN] <order number> - In the email body please state the following
- Order number
- Customer’s full name
- Mailing address
- Name of the item(s) to be returned
- Reason for the return
- Pictures of the returned item(s) in its current state
After an initial visual confirmation of the product(s) and its condition are verified, we will reply to inform you whether your request for return/exchange has been approved or denied.
When return/exchange has been approved please use a carrier of your choice and ship with the option that includes tracking. Please reply to the approval email with the tracking information to complete the return/exchange order.
It is important to ship with a tracking number. It provides both parties with the date of the finalized return/exchange agreement and allows both parties to keep track of the shipment in case a discrepancy has occurred such as being delayed or lost.
If an item(s) is returned without an approved requestor and does not have a tracking number attached to it, it is treated as discarded and will not be refunded.
Please be advised that, unless otherwise stated, all shipping and handling charges during purchase are not refundable and will be deducted from the full refund of the price.
Defective, damaged, or wrong products
Please inspect your order upon delivery and contact us immediately if the item is defective, or damaged or if you receive the wrong item. Take an image(s) of the damaged item(s), reseal the item(s) in question back into the original shipping box, and email us a return request as outlined in the Return section. We will issue a replacement as soon as the returned item is received.
Exceptions / non-returnable items
Certain types of items cannot be returned. A full list of non-returnable are:
- perishable goods (such as food, flowers, or plants)
- custom products (such as special orders or personalized items)
- personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
- Final sale items
Please get in touch if you are unsure of whether an item is returnable.
Exchanges
Similar to return, please get in contact with us with a return request as outlined in the Return section. After we verify the item(s) and its condition, we can start the exchange process.
Please be advised that customers will be:
- Billed/refunded any price differences between the exchanging item(s)
- Billed additional shipping and handling.
European Union 14-day cooling off period.
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
When a returned item(s) is received, we will inspect the item(s) and inform you of the status of your return request. If a return is approved, the refund will be automatically refunded to your original payment method within 10 business days. If you do not see your refund after 15 business days after approval, please contact us at Customerservice@tideandtwig.com
Additionally, we will provide refund payments through PayPal for purchases made via PayPal. If the PayPal account used to place the order has been closed or cannot receive funds, we will issue a bank check, and receipt of the refund may be delayed. Please contact our customer service representatives to obtain further PayPal refund assistance.
Restocking Fee
We reserve the right to include a 10% restocking fee, which would be deducted from your refund. Unless otherwise stated, we do not refund the original shipping and handling that you paid on the order.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at Customerservice@tideandtwig.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at Customerservice@tideandtwig.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. You’ll be automatically refunded on your original payment method within 10 business days if approved. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Customerservice@tideandtwig.com.