Refund and Returns Policy

At ToltrazurilShop.net, we strive to provide efficient and reliable shipping options for all of our customers. Please review our shipping details below:

UPS Shipping:

UPS Two-Day, Three-Day & Ground: These services do not guarantee Saturday delivery. They are business days only unless you contact us to request Saturday delivery (additional charges will apply).
No Sunday Delivery: Please note, we do not offer Sunday delivery. We do not have the same shipping privileges as major retailers like Amazon.

Order Processing Times:

Standard Priority Shipping: Please allow 2 to 3 business days for delivery, depending on your location.
Same-Day Shipping: Orders received by 3 PM Eastern Standard Time (EST) will ship out the same day. Orders after 3 PM will ship the next business day.
Holidays: Orders placed during American National Holidays will ship on the next business day.

International Orders:

Customs & Importation: As an international distributor of equine vitamins and supplements, we cannot guarantee that your product will be approved or accepted by your local governing bodies. While we insure for damage, we are not responsible for delays, importation denials, or seizure of products.
International Shipping Paperwork: For orders that require paperwork, it is included for the initial 2 kg of shipment.
Fraud Risk Countries: We ship only under strict conditions to high-risk fraud countries such as Egypt, Ghana, Indonesia, Nigeria, Pakistan and others. These countries require prior approval from the issuing bank, and we do not provide refunds for lost shipments to these locations.

Shipping Costs:

Responsibility for Shipping: The buyer is responsible for all shipping costs. All orders must be paid in full before shipment.

Refund & Re-Shipment Policy

Our refund and re-shipment policy is valid for 15 days from the date of purchase. After 15 days, we can no longer offer a refund or re-shipment. Please note that only U.S. residents are eligible for re-shipment under specific conditions listed below.

Restocking Fees: We apply restocking fees in certain situations to cover processing and restocking costs. These fees are as follows:

Cancellation Before Shipment: If you cancel your order after it has been processed but before shipment, a $25 restocking fee will be deducted from your refund.
Returned Orders Due to Non-Delivery: If your order is returned to us due to an incorrect address, failure to pick up the package, or refusal of delivery, a 25% restocking fee will be charged. Shipping fees will not be refunded.
Refund Processing Time: Once your refund is approved, please allow up to 7 business days for the amount to be credited back to your original payment method.

To avoid restocking fees, please double-check your shipping address and availability to receive the package.

Returns Policy

Final Sales: All sales are final. We cannot accept returns unless the product is damaged or incorrect.
Wrong or Damaged Products: If you receive the wrong item or if your product is damaged during shipping, please contact us immediately. We will either provide a refund or send a replacement to your satisfaction.
Shipping Cost & Import Denials: We do not offer refunds for import denials, shipping costs, or any customs issues. The buyer is responsible for any duties or tariffs imposed by the destination country. If the order is refused, the buyer will also be responsible for the return shipment charges.

Damaged Goods

If your order arrives damaged, please follow these steps:

Contact Us Immediately: Email us at [email protected] with your order number and photos of the damaged item, invoice & package label.
Carrier Report: You may need to contact the carrier and file a damage claim. Please include your claim number in your email to us to help speed up the process.

We handle each case individually and will work with you and the carrier to find a satisfactory solution.

Additional Information

Customer Service: If you have any questions or concerns regarding our shipping or returns policies, please reach out to our customer service team before placing your order.

Order Cancellation & Restocking Fees: If you need to cancel an order, please contact us as soon as possible. If your order has already been processed but not shipped, we will apply a $25 restocking fee.

Reshipments & Refunds for Gifted Items and Contest Wins

Please note that reshipments and refunds are not valid for items that were gifted or won through any contest or promotion. If you received a product as a gift or as part of a contest or giveaway, it is not eligible for a refund or re-shipment under our policy. We encourage you to review the terms and conditions of the specific contest or promotion for further details regarding any return or exchange options.