Refund and Return Policy

Last Updated: May 20, 2026

At Tropical Island Cafe LLC, our priority is providing you with premium quality sea moss and wellness products. We take great pride in the preparation and shipping of our items.

Due to the nature of wellness products and for the health, safety, and hygiene of our customers, we cannot accept standard returns on opened or used supplement items. Our products are consumable/ingestible and often perishable; therefore, all sales are final, with specific exceptions detailed below.

Please review our policy carefully before completing your purchase.

1. Damages and Shipping Issues

We understand that items can sometimes be damaged during transit. We take utmost care in packaging, but if your order arrives damaged, we want to rectify the situation immediately.

What to Do:

If you receive a damaged or defective product:

1. Stop: Do not throw away the packaging (box/envelope) or the product.
2. Document: Immediately take clear photos of:

• The exterior shipping box, showing any damage to the box itself.

• The shipping label on the box.

• The damaged product inside the box.
3. Contact Us:

Email us at [email protected] within 48 hours of the delivery time stamped on your tracking information. You must include your order number and all photo evidence in this email.

Failure to report damages within 48 hours of delivery or failure to provide photographic evidence may invalidate any potential claim. Once we verify the damage, we will arrange for a replacement to be shipped to you or issue a full refund for the damaged items.

2. Incorrect Items

We strive for accuracy, but occasionally errors occur. If you receive an item different from the one you ordered:

1. Do Not Open: Keep the item in its original, sealed condition.

2. Contact Us: Email us at [email protected] within 7 days of delivery. Include your order number and a photo of the incorrect item you received.

We will immediately ship the correct item to you and provide you with a pre-paid shipping label to return the incorrect, unopened item.

3. Product Efficacy and Taste

We generate and prepare our products based on standard practices for quality sea moss. Wellness products and supplements affect individuals differently, and we do not offer refunds or exchanges based on product taste, texture, preference, or perceived lack of immediate efficacy.

We cannot guarantee specific health outcomes or results. We encourage you to research sea moss thoroughly and consult with your healthcare provider before starting any new supplement regimen.

4. Lost or Non-Delivered Packages

Once a package is transferred to the carrier (e.g., USPS, UPS, FedEx), we are no longer liable for loss or delays. Please monitor your tracking number.

• If your tracking says "Delivered," but you have not received it, we ask that you check with neighbors, building management, and your local post office/carrier facility.

• If the package is still deemed lost after carrier investigation, we cannot offer a refund, but we may offer a one-time replacement or a store credit at our discretion, depending on the circumstances.

If you provided an incorrect or incomplete shipping address at checkout, you will not be eligible for a refund or a free replacement if the package is returned to us or delivered incorrectly.

5. Subscriptions (If Applicable)

If you have signed up for a subscription program, you are responsible for managing that subscription. Changes, including cancellations, must be made at least 7 days prior to the next scheduled billing date.

If a subscription order has already been processed or shipped before we receive your cancellation request, that order is final and not eligible for a refund under our standard final sale policy.

6. How Refunds Are Processed

If a refund is approved (due to damage or incorrect item):

1. We will send you an email confirmation of the approval.

2. The refund will be processed back to your original method of payment within 5-10 business days.

3. Please remember it can take some time for your bank or credit card company to process and post the refund to your statement.

Contact Information

If you have any questions or concerns regarding your order, please do not hesitate to contact our Customer Support team.

Tropical Island Cafe LLC

[email protected]