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Our Commitment to You (And Your Pets!)

At Tucan Trading, we want you and your pets to be completely satisfied with every purchase. If you're not happy with an item, we're here to help with a straightforward return process.

Please read the following policy carefully to understand our procedures.

Our 30-Day Return Window

We offer a 30-day return policy on most items. This means you have 30 days from the date you receive your order to initiate a return for a refund or exchange.

Conditions for a Return
To be eligible for a return, your item must be:

Unused: The item must be in the same condition you received it.

In Original Packaging: Items must be returned in their original, unopened, and undamaged packaging (including all tags, labels, and manuals).

With Proof of Purchase: You must provide an order number or receipt.

Non-Returnable Items (For Safety & Hygiene)
Due to the nature of our products, some items cannot be returned. This is to ensure the safety, health, and hygiene of all our customers and their pets.

Non-returnable items include:

Pet Food, Treats & Supplements: All food items (opened or unopened) to ensure product integrity and safety.
Pet Medications: All prescription and over-the-counter medications.
Grooming & Hygiene Products: Shampoos, brushes, clippers, dental care, and waste-management products (e.g., potty pads, litter boxes) that have been opened or used.
Used Pet Beds, Carriers & Crates: Once used, these items cannot be returned for hygiene reasons.
Pet Toys: Toys that show any sign of use, wear, or pet-related soiling (e.g., chew marks, saliva).
Personalized & Custom Items: Any item that has been customized for you or your pet.
Final Sale & Clearance Items: Items marked as "Final Sale" are not eligible for return.

We encourage you to inspect these items carefully upon arrival and contact us immediately if there is an issue (see "Damaged or Incorrect Items" below).

How to Start Your Return

Step 1: Contact us Please email our customer support team at info@tucan-trading.com to begin the process.
Step 2: Provide details in your request, please include
- Your Order Number.
- The Item(s) you wish to return.
- The Reason for the return (e.g., wrong size, changed mind, etc.).
Step 3: Ship the item back once your return is approved, we will provide you with a Return Authorization (RA) number and detailed shipping instructions.

Return Shipping Costs: Customers are responsible for paying their own return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

Original Shipping Costs: Original shipping charges paid on your order are non-refundable.

Damaged, Defective, or Incorrect Items
We stand by our quality. If you receive an item that is damaged, defective, or not what you ordered, please follow these steps:

Include your Order Number and a Photo of the damaged or incorrect item.

We will work with you to issue a full refund or send a replacement at no additional cost to you. We will cover all return shipping costs for our error.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your item and whether your refund is approved.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.

Exchanges
The fastest way to get the item you want is to:

Return the original item following the process above.

Place a new order for the correct item at your convenience.

Questions?
If you have any questions about your order or our return policy, please don't hesitate to contact our friendly support team. We're happy to help!

Email: info@tucan-trading.com