We ship in the United States and Internationally. We provide Standard Post and Priority Mail via the United States Postal Service (USPS) and we also offer various UPS shipping options. FedEx SmartPost utilizes U.S. Postal Service® for final delivery. FedEx SmartPost reaches every U.S. address, including P.O. boxes and military APO, FPO and DPO destinations. Standard Shipping takes 2 to 8 business days while Priority Mail will vary 3 to 5 business days, however, it does depend on the distance (zip code to zip code). Click here to see USPS Shipping time frames and click here for UPS Shipping time frames. Please allow one to two days BUSINESS days (weekends not included) to process the order before it is shipped. If you would like your order rushed, additional charges may apply and you will need to contact customer service at 770-837-3236 Mondays through Friday between the hours of 8:30am and 4:30pm EST.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping option you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for items we sell are weight-based as well as distance based (zip code to zip code). The weight of any such item can be found on its detail page. To reflect the policies of the shipping company we use, all weights will be rounded up to the next quarter pound.
You can check the status of your order by logging into your account here https://www.tropicisleliving.com/my-account/. If you don’t have a login please visit our Order Status page (http://www.tropicisleliving.com/order-status/) and enter the email address associated with your order along with your Order number. Tracking information is normally updated 1-2 business days after your order is placed and can also be viewed on the Order Status page. Orders placed on a public holiday or over a weekend will normally not be updated or shipped until the following business day.
PACKAGES MARKED AS SHIPPED OR DELIVERED
Once a package leaves our warehouse and has been accepted by the shipping carrier, that carrier has now assumed responsibility for the package. To verify if this is the case with a package, check the tracking number that is emailed to you or that may be found on your Account Profile page when you log in. If there is a status update on the tracking number that means the package is now in the possession of the carrier.
If there is an issue such as late delivery or the package is marked as delivered but you did not actually receive the package we suggest you take the following steps:
- Write down your tracking number.
- Call the corresponding carrier listed below and follow prompts to file a claim for missing package.
- USPS: 1-800-275-8777
- UPS: 1-800-742-5877
- Fedex: 1-800-463-3339
- Call us and let us have the claim number.
Once we have that claim number in some cases we may be able to resend the missing items to you. This will be on a case by case basis and is subject to the discretion of the company.
Occasionally, we will have a packaged returned to us because it was undeliverable. This can occur for the following reasons:
- Incorrect address information entered during checkout.
- Failed delivery attempt or item was not picked up from the local post office within the specified time.
- Refused by the recipient.
Tropic Isle Living is not responsible for packages that are returned as undeliverable. No credit or return will be issued for the merchandise in these orders. If customer request for package to be sent to another address, new shipping fees will be added to the order and will have to be paid before item is shipped.
Signature Receipt Confirmation
All orders over $50 will require a signature to confirm receipt of the package.
Free Shipping Update – Effective July 17, 2014
Free shipping is now available for all domestic U.S.A orders totaling $35 or more (Order total is calculated after all discounts are applied. Order total MUST be over $35 BEFORE shipping charges are added to be eligible for free shipping.) Free Shipping orders will normally take 3 to 9 business days for delivery.
*Free Shipping rules are subject to change based on sale specials, coupon, etc. Please read popup notice or coupon rules carefully.
We are committed to our customer’s satisfaction with our products beyond the point of sale. We accept unopened products within 5 days after your order has been delivered. The refund will be issued via the original payment method. You should expect to receive your refund within a week after we have received the unopened item with seal intact.
When your order arrives, please inspect the product for any damages that may have occurred during shipment. If you receive an item that was damaged, please contact us immediately! At that time, you can tell us if you want a refund or replacement. If you feel your item was damaged due to poor packaging, please let us know by emailing a picture or description of the broken item. We can only honor refunds or replacements of damaged items within 5 days of delivery.
If you received a defective item and want to replace it with the same item, a prepaid mailing label will be provided and a replacement sent once defective item is received.
If you receive a wrong item, please contact us.
Please bear in mind that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has been submitted.
We will cover the cost of shipping for back orders (incomplete orders).
If you would like to exchange an item, the customer is responsible for return shipment. We currently only offer exchanges for items of the same price.
INTERNATIONAL SHIPPING DISCLAIMER
International customers must pay applicable sales tax, duties and customs charges which are determined by your local government and varies by country. Duties, taxes and/or customs fees will be an additional amount collected upon delivery of your order. We are unable to provide you with the exact amount of the charges. Your order confirmation details only the amount collected by Tropic Isle Living, please contact your local government for specific details. By completing your order you agree to pay all applicable fees. If you refuse or return your order no international shipping charges or fees paid to local government will be refunded.
International Orders are shipped by United States Postal Service (USPS) and UPS. Delivery time varies but is estimated at 7-14 business days for USPS Priority, depending on your country’s customs regulations and procedures. If you don’t receive your package within several weeks, check with your local post office and local customs office as they could be holding your package for payment of duties. We appreciate hearing from you when you receive your package so we have realistic estimates to tell our other customers in your country.
Tracking information is normally provided when using USPS First Class International Shipping, USPS Priority International Shipping and UPS International Shipping.
PLEASE NOTE: USPS First Class International Shipping does not provide tracking information once the package leaves the United States.
The above policy is subject to change.