FAQ

FAQ – Frequently Asked Questions

Welcome to the Tropinova Help Center 🐠✨
Here you’ll find answers to our most common customer questions. If you still need assistance, don’t hesitate to reach out to our support team — we’re happy to help.

🛍 About Orders

Q1: How long does it take to process my order?
A: Orders are typically processed within 1–3 business days after payment is received. We do not ship on weekends or public holidays. Orders placed on Friday evenings or holidays will be processed on the next business day.

Q2: Can I change or cancel my order after placing it?
A: If your order hasn’t entered the packaging or shipping stage, we may still be able to modify or cancel it. Please contact us as soon as possible at harrispauliduuy4956@gmail.com with your order number.

Q3: What payment methods do you accept?
A: We accept the following payment methods:

  • Credit/Debit Cards (Visa, MasterCard, American Express, Discover)

  • PayPal

  • Apple Pay / Google Pay

  • Shop Pay (installment options available for eligible orders)

Q4: I didn’t receive a confirmation email. What should I do?
A: Please check your spam or promotions folder, and ensure your email address was entered correctly. If you still can’t find it, contact our support team and we’ll resend your confirmation email.

🚚 Shipping & Delivery

Q5: Do you ship internationally?
A: Yes! We currently ship to:

  • All U.S. states (including Hawaii and Alaska)

  • Canada, Australia, the UK, and select EU countries

To confirm availability for your area, enter your ZIP or postal code at checkout or contact us directly.

Q6: How long does shipping take?
A:

  • Standard U.S. Shipping: 3–7 business days

  • Expedited U.S. Shipping: 1–3 business days

  • International Shipping: 7–21 business days (varies by destination and customs)

Q7: How do I track my order?
A: Once your order ships, you’ll receive an email with your tracking number and a link to track your package. You can also log into your Tropinova account to view real-time updates.

Q8: My package says “delivered,” but I haven’t received it.
A: Please check the following:

  • Was the package accepted by a neighbor, roommate, or building reception?

  • Was it left at your mailbox, doorstep, garage, or parcel locker?
    If you still can’t locate it, please contact us immediately so we can help investigate with the carrier.

🔁 Returns & Refunds

Q9: What is your return policy?
A: We accept returns within 30 days of delivery. Items must be unused, in original condition and packaging. Please refer to our full Return Policy for detailed instructions.

Q10: What items are non-returnable?
A: The following are not eligible for return:

  • Used or damaged products

  • Personalized or custom-made items

  • Final sale or clearance items

  • Opened beauty or hygiene products (for safety reasons)

Q11: Do I have to pay for return shipping?
A:

  • If the return is due to a defect or our error, we’ll cover the return shipping cost.

  • If the return is due to personal preference (e.g. wrong item, changed mind), the customer is responsible for return shipping.

Q12: When will I receive my refund?
A: Once your return is received and inspected, refunds are typically processed within 5–10 business days to your original payment method.

🛡 Product Quality & After-Sales

Q13: What should I do if my item arrives damaged or defective?
A: Please take clear photos and email them to harrispauliduuy4956@gmail.com within 72 hours of delivery. Our team will respond within 24 hours to arrange a replacement or refund.

Q14: Do your products come with a warranty?
A: Our bettas and aquatic products are not covered under a standard warranty, as each fish is a living specimen. For non-living products (e.g., accessories or equipment), please refer to the product page or contact support for details.

🧾 Other Questions

Q15: Do you accept discount codes?
A: Yes! Enter your valid promo code at checkout under the “Discount Code” field. Please note that some promotions may not be combinable.

Q16: Can I send an order as a gift?
A: Absolutely! You can mark your purchase as a gift at checkout. We’ll remove price tags and include simple, elegant gift-ready packaging when possible.

Q17: How can I contact you?
A:
📧 Email: harrispauliduuy4956@gmail.com
📍 Address: 14040 North Carolina 268, Ferguson NC 28624, United States
We typically respond within 24 hours on business days.