Refunds & Returns Policy – Traveling Tree Frog

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
you receive the wrong item
you do not want the product you have received (but you must return the item at your expense and the item must be unused)

We do not issue the refund if:

your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.

We’ll accept return requests for items that are unopened, unused, with the original tags still intact. The product(s) must be in their original packaging, if applicable, in the same condition it was received.

We do not accept returns for perishable items, intimate items, gift cards, downloadable products, and beauty items.

If you wish to return your item, we must receive your request within 30 days of the date you received your item.

Returned items

Once we receive your returned item, our team will review your request and inspect the item. We will send you an email to confirm that we’ve received your item and are processing your request. We’ll follow up with another email once the request has been processed to let you know if your return was approved.

If approved, the money will be refunded to your original method of payment within two weeks. All payment companies are different in the amount of time it takes to confirm a payment, so it will likely take a minimum of a few days for the refund to show up in your bank statement.

Exchanges

In the unlikely event that you receive a damaged or defective item, we’re happy to exchange the item for a new one. Please contact us within 30 days of receiving your product to begin the process.

Return Shipping

After you’ve submitted a return request to contact us, we will send you a PDF of a return shipping label. Please print it out and affix to to your package.

You are responsible for paying for the return shipping costs. We will deduct the cost of return shipping from your refund.