Damaged or Lost PackagesUpdated a year ago

At Tropicfeel, we go to great lengths to ensure that your items reach you in perfect condition and on time. However, in the rare event that your order arrives damaged, or doesn’t arrive at all, we are here to help. Below are the actions you should take if you find yourself in such a situation.

For Damaged Items:

If your order arrives and the items are damaged, we apologize for the inconvenience and urge you to take the following steps:

Return Portal:

• Access our Return Portal immediately.
• Select the "Exchange" option and indicate the reason as "I have received a defective product and not used it"
• Follow the subsequent steps to complete your exchange request and receive your correct item.

Keep All Packaging:

• Please keep all original packaging and items intact as they may be needed for inspection.

Photographic Evidence:

• Take photos of the damaged items and packaging, which can be used to expedite your exchange process.

For Lost Packages:

If your order has not arrived within the expected delivery time frame, here's what you should do:

Contact Customer Service:

• Please Contact Us as soon as possible to report the issue. You have 30 days from date of fulfilment to process a claim.  
• Provide your order number and any relevant details about your package.

Tracking Information:

• Check your email for any tracking information that may indicate the location of your package.
• Sometimes packages are marked as delivered before they arrive, so it's also worth checking with neighbors or your local delivery office.

Assistance and Support:

We understand how important your order is to you, and our customer service team is dedicated to resolving your issue promptly.

• If you encounter a damaged item, our return portal makes it easy to arrange for an exchange.
• In the event of a lost package, our team will work diligently with the shipping carrier to locate your items or provide a suitable resolution.

For immediate assistance or if you require further guidance, don’t hesitate to reach out to us through our Contact Us page. We are committed to ensuring your satisfaction and will work tirelessly to rectify any issues with your order.