Refund & Returns Policy

Effective date: October 29, 2026

We want you and your pet to love every order. If something isn’t right, we’re here to help.

30-Day Returns

You may return most items within 30 days of delivery for a refund. To be eligible, items must be:

  • Unused, unopened, and in their original packaging; and
  • Accompanied by your order number or proof of purchase.

Items That Can’t Be Returned

For the health and safety of all pets, we cannot accept returns of the following unless they arrived damaged, defective, or incorrect:

  • Opened food, treats, and supplements;
  • Opened litter and other hygiene products;
  • Toys, chews, or accessories that have been used by a pet;
  • Items marked “Final Sale.”

Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or is not what you ordered, please email us at ticianamarket@gmail.com within 7 days of delivery with your order number and a photo of the item and packaging. We will send a replacement or issue a full refund, including any shipping costs, at no charge to you.

How to Start a Return

  1. Email ticianamarket@gmail.com with your order number and the item(s) you want to return.
  2. We will reply with return instructions and the return address. Please do not send items back without contacting us first.
  3. Pack the item securely and ship it using a trackable method.

Unless the return is due to our error (damaged, defective, or wrong item), the customer is responsible for return shipping costs. Original shipping charges are non-refundable.

Refunds

Once we receive and inspect your return, we will email you to confirm whether it was approved. Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or card issuer, it may take additional time for the credit to appear on your statement.

Exchanges

The fastest way to get a different item is to return the original for a refund and place a new order.

Order Cancellations

You can cancel your order free of charge before it ships. Email us as soon as possible at ticianamarket@gmail.com. Once an order has shipped, it can no longer be cancelled, but it may be returned under this policy.

Questions?

Contact us at ticianamarket@gmail.com. We’re happy to help.