Refund and Returns Policy

Effective date: July 30, 2026

All sales made through Tides Peps are final. We do not accept returns, exchanges or change-of-mind cancellations except where required by law or where Tides Peps made an error fulfilling the order.

1. Final Sale

Products cannot be returned or exchanged because you:

  • Changed your mind

  • Ordered the wrong product

  • No longer want or need the product

  • Expected a different result

  • Dislike the product or packaging

  • Failed to review the product details before ordering

Shipping charges are non-refundable unless required by law or the charge resulted from an error made by Tides Peps.

2. Errors Made by Tides Peps

We will review claims involving a fulfilment mistake made by Tides Peps, including:

  • Receiving the wrong product

  • Receiving the wrong quantity

  • An item being omitted from the shipment

  • Receiving a product that does not match the accepted order

You must notify us through the website contact form within 72 hours of delivery.

Include:

  • Your order number

  • A description of the issue

  • Clear photographs of the products received

  • A photograph showing the complete contents of the package

  • Photographs of the shipping label and packaging

Keep all products and packaging until the claim has been resolved. We may be unable to review a claim if the required photographs are not provided or the products or packaging have been discarded.

If Tides Peps confirms that we made a mistake, we will determine an appropriate correction. This may include sending the correct or missing product, replacing the affected item, issuing store credit or providing a refund.

3. Damaged Packages

Once an order has been transferred to the carrier, it is under the carrier’s control. Tides Peps is not responsible for damage caused during shipping, except where applicable law provides otherwise.

If a package or product arrives damaged, notify Tides Peps within 72 hours of delivery and provide:

  • Your order number

  • Clear photographs of the damaged product

  • Clear photographs of the shipping box or mailer

  • Photographs showing any visible damage to the packaging

  • A photograph of the shipping label

  • A description of the damage

Keep the damaged products and all original packaging. The carrier may require these materials when investigating the claim.

Tides Peps may assist with submitting a carrier claim when appropriate, but approval and compensation are determined by the carrier. Reporting damage does not guarantee a refund, replacement or credit from Tides Peps.

4. Lost, Delayed or Stolen Packages

Tides Peps is not responsible for packages that are:

  • Lost or delayed while under the carrier’s control

  • Marked as delivered but cannot be located

  • Stolen after delivery

  • Unclaimed or refused

  • Returned because the customer provided an incorrect or incomplete address

  • Affected by weather, labour disruptions or other circumstances outside our control

Customers should review the tracking information and contact the carrier regarding delivery concerns. Tides Peps may assist with an eligible carrier investigation but does not guarantee the outcome or compensation.

5. Order Cancellations

All cancellation requests are subject to approval by Tides Peps.

You may request cancellation before an order ships, but submitting a request does not guarantee that the order can be cancelled. Orders that have entered processing or have been transferred to the carrier generally cannot be cancelled.

6. Subscriptions

Cancelling a subscription prevents future renewals. It does not cancel or refund a renewal order that has already been processed.

Subscription renewal orders are final sale and subject to this policy.

7. Refunds

When Tides Peps approves a refund, it will normally be issued to the original payment method. The time required for the refund to appear depends on the payment provider or financial institution.

Refunds for Interac e-Transfer payments may require additional information so the funds can be returned securely.

Original shipping charges are not refundable unless Tides Peps determines that the charge resulted from our mistake or applicable law requires otherwise.

8. Refused and Returned Packages

A package that is refused, unclaimed or returned to Tides Peps is not automatically eligible for a refund.

If a package is returned because of incorrect or incomplete customer information, the customer may be responsible for additional shipping and carrier charges if Tides Peps agrees to resend it.

9. How to Submit a Claim

Submit your request through the contact form on the Tides Peps website.

Include Order Issue and your order number at the beginning of the message. All required information and photographs must be submitted within 72 hours of delivery.

Submitting a claim does not guarantee approval. Tides Peps may request additional information reasonably needed to investigate it.

10. Applicable Law

This policy does not exclude or limit a refund, cancellation right, warranty, remedy or other consumer protection that cannot legally be excluded.

If any part of this policy conflicts with applicable law, the legal requirement will apply and the remainder of the policy will continue in effect.