Anything bought from Tideroot Provisions may be sent back for a refund up to 30 days from delivery. The procedure is below.
1. The Clock
Counting starts on the day the carrier logs the parcel as delivered. Your request must reach us before day 30 ends; the parcel may still be travelling back afterwards.
2. What Qualifies
All opened or unopened products are eligible for return and refund. Wear does not disqualify an item, nor does a missing box: we impose no requirement that it be unused, unworn or in original packaging.
Worn jewelry qualifies, and so do storage boxes, cloths, rolls and gift bundles. We only need to see proof that you bought it, such as your order number, or our confirmation email.
3. Return Steps
- Email support@tiderootprovisions.com, or ring +1 (855) 425-7516, listing the order number plus each item you are sending back.
- Within about one business day you receive a return authorisation (RMA) number and our returns address.
- Slip a note with the RMA number into the box; a tracked postage option is sensible.
Parcels arriving without RMA numbers can be refused or set aside while we identify the sender, so wait for the number before posting.
4. When the Money Comes Back
Once the parcel is in, it is matched to its RMA and the payment is reversed to the card or account used, within 5–10 business days, followed by an email confirming the refund. After that, your bank or card issuer controls when the credit becomes visible, often a few days more.
5. Exchanges
Direct swaps are not offered. Return the piece for its refund and order the replacement separately; standard delivery on it is free as always.
6. Who Covers Return Postage
Change of mind: the cost of posting the item back falls on you, by any carrier, preferably with tracking.
Our error or a fault: where the wrong piece arrived, or it came damaged or defective, a prepaid label is emailed to you and the return costs nothing.
7. Faulty, Damaged or Wrong Pieces
Report a damaged, defective or incorrect item within 30 days of delivery. Attach a sharp photo of the fault to an email quoting the order number, plus a photo of the carton if it was crushed or tampered with in transit. You then pick a replacement piece or your money back in full, and we pay the return postage.
8. Refund Confirmed but Not Visible
Run through this list in order:
- Scan the statement for a separate credit entry; refunds rarely alter the original charge line.
- Check with your bank or card issuer, whose posting of a credit may lag by several business days.
- For PayPal payments, open your PayPal activity.
- Still missing 5–10 business days on from our confirmation? Contact support@tiderootprovisions.com; we will chase it with the processor.
9. Before You Dispute a Charge
Before you file a chargeback or bank dispute, please raise the problem with us: support@tiderootprovisions.com, or ring +1 (855) 425-7516, Monday – Friday, 9:00 AM – 6:00 PM EST. A bank dispute often drags on for 30 to 90 days; we can normally fix things within an exchange or two.
10. Contact
Prim Elevate Limited, trading as Tideroot Provisions
Hong Kong company, Companies Registry No. 81163338
Room 701, 7/F, Lucky Centre, 165-171 Wanchai Road, Wan Chai, Hong Kong
Email: support@tiderootprovisions.com
Telephone: +1 (855) 425-7516
Support hours: Monday – Friday, 9:00 AM – 6:00 PM EST