TideCraft Customer Care
Returns & Exchanges
Outdoor gear should give you confidence before the trip, not uncertainty after checkout. TideCraft offers free returns and exchanges within 30 days, supported by a clear process designed to keep changes of plan straightforward.
01 / Our Promise
A Clear 30-Day Promise
Sometimes an item is not quite the right fit. Plans change, sizing can feel different in person, and the piece of gear that looked right at checkout may not be the one you want to take on your next trip.
TideCraft is designed around real outdoor use, so our return and exchange experience follows the same philosophy: practical, understandable, and free from unnecessary friction.
Eligible products can be returned or exchanged within 30 days of delivery. Returns and exchanges are free, and our customer support team is available 24/7 if you need assistance understanding the next step.
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Keep your order information available and, when possible, retain original packaging and included accessories until you are confident the item is right for you.
02 / Process
Return in Four Steps
A return should feel like a clear sequence, not a scavenger hunt through fine print.
We keep the process focused on the information needed to identify your order, understand the return request, and move the item toward the appropriate resolution.
Check the Window
Confirm that your request falls within TideCraft's 30-day return and exchange window, counted from delivery.
Prepare the Item
Gather the product, included parts, accessories, manuals, and original packaging when available so the item can be reviewed efficiently.
Start the Request
Share your order details and whether you prefer a return or an exchange. For damaged or incorrect items, photos may help us understand the issue faster.
Follow the Instructions
Once your request is reviewed, follow the return instructions provided for your order. Eligible returns and exchanges are free.
Please wait for return instructions before sending an item back so your order can be correctly identified and processed.
01
Return Window
The return or exchange request should be made within 30 days of the order's delivery date.
02
Product Condition
The item's condition may be reviewed so we can determine the appropriate return or exchange resolution for the request.
03
Included Parts
Keep included accessories, removable parts, manuals, storage pieces, and other original components together whenever possible.
04
Packaging
Original packaging is helpful because it can protect the product during return transit and make identification easier.
05
Order Information
Your order number or other purchase information helps our support team locate the correct order and avoid unnecessary delays.
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Reason for Return
A short explanation helps us understand whether you need a refund, a replacement, an exchange, or assistance with an item issue.
04 / Preparation
Before You Send It
A few minutes of preparation can protect the product in transit and help your return move through review with less friction.
Gather Every Component
Place the main product, included accessories, detachable parts, manuals, storage bags, cables, straps, pumps, paddles, or other included pieces together before packing.
Pack With Care
Use secure packaging appropriate for the product. When the original packaging is available, it can be useful for protecting the item and keeping its components organized.
Follow Your Instructions
Use the return directions provided for your specific request. Sending an item without authorization or to an unconfirmed location may make identification and processing more difficult.
05 / Exchanges
Choose the Right Resolution
Not every return means you want to leave the product behind. Sometimes the right answer is simply a different fit, replacement, or product choice.
Exchange
If the item is not the right choice and an exchange is appropriate, our support team can help clarify the available next step for your order.
Availability may depend on current inventory and the specific product involved.
Replacement
If your order arrives with a product issue, damage, missing components, or an incorrect item, the appropriate resolution may include a replacement after the issue is reviewed.
Photos of the item and packaging can be helpful when documenting delivery-related issues.
Return
If you prefer not to exchange the item, an eligible purchase may be returned within the 30-day window for refund processing after the return is received and reviewed.
Refunds are issued to the applicable original payment method after approval.
06 / Outdoor Reality
Gear Travels Differently
A camping tent does not move through the world like a shirt. A paddle board, life jacket, sleeping pad, wetsuit, or piece of camp equipment can include multiple components, storage pieces, accessories, and protective packaging.
That is why we encourage customers to keep all included pieces together until they are confident they are keeping the product. Complete returns are easier to identify, protect, inspect, and resolve.
If an item arrives with visible shipping damage, keep the packaging while your request is being reviewed. Photos of the carton, product, and affected area can help document what happened in transit.
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Do not discard damaged packaging immediately when the condition of the shipment may be relevant to your request.
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Return Received
Your returned item reaches the designated return destination and can be matched to the request associated with your order.
02
Item Reviewed
The return is checked against the request and order information so the appropriate resolution can be confirmed.
03
Refund Approved
Once the eligible return is approved, the refund is initiated to the applicable original payment method.
04
Payment Provider
Your bank, card issuer, or payment provider completes the final posting of the funds. The exact posting speed can vary by provider.
Once TideCraft initiates an approved refund, the time required for the funds to appear in your account can depend on the processing schedule of your bank, card issuer, or payment service.
08 / Situations
When Something Is Wrong
A standard return is different from receiving something that is damaged, incorrect, incomplete, or otherwise not what you expected.
Give us enough information to understand the problem before discarding packaging or returning the product. This helps us identify the most appropriate resolution.
Arrived Damaged
If your order arrives visibly damaged, keep the item and packaging together while the issue is reviewed. When possible, take clear photos of the shipping carton, product, and damaged area.
Wrong Product
If the product received does not match the item in your order, keep the product unused while the order details are reviewed so the correct resolution can be arranged.
Missing Components
Before starting a request, check the full package and internal compartments. If a listed component is still missing, note which piece was not included so the issue can be assessed accurately.
Delivery Concern
If the condition of the outer package suggests something happened during transit, retaining the shipping materials and documenting their condition can help clarify the delivery issue.
09 / Product Care
Keep Returns Organized
Outdoor products often include more than the main item. Keeping a return organized protects both the gear and the speed of the review.
Until you decide to keep a product, avoid separating included components from the rest of the order. This is especially useful for equipment with removable parts, pumps, straps, carrying pieces, accessories, covers, storage bags, or manuals.
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Keep Accessories Together
Store included accessories with the product rather than mixing them with equipment from another item.
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Avoid Unnecessary Wear
If you already know an item will be returned, keeping it protected can make the return condition easier to assess.
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Retain Packaging
Original packaging is helpful for protecting larger outdoor products and keeping smaller included pieces contained.
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Use the Correct Return Route
Follow the instructions issued for your request rather than sending the item to an address that has not been confirmed for the return.
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Keep Order Details Available
Your order information allows support to connect the returned item with the correct purchase and customer request.
10 / Store Standards
Support Beyond the Return
Returns are only one part of our customer experience. The same focus on clarity extends across ordering, shipping, delivery, promotions, and support.
Customer Support
Assistance is available around the clock for order and store-related questions.
Shipping
TideCraft provides free shipping on all products.
Business Days
Standard order delivery is expected within 3–5 business days.
Day Returns
Free returns and exchanges are available within the applicable 30-day window.
Limited-Time Off
A limited-time 14% promotion may apply to qualifying products while active.
The 30-Day Window
Our standard return and exchange window is 30 days from delivery. Starting the request within that period helps ensure your order can be reviewed under the stated return policy.
Free Returns
Eligible returns and exchanges within the return window are free. Follow the provided instructions so the return is routed correctly and associated with your order.
Original Payment Method
Approved refunds are issued to the applicable original payment method. The time required for the funds to become visible may depend on the payment provider.
Exchanges Depend on Availability
An exchange can depend on whether the requested replacement or alternative is available when the return is processed.
Shipping Damage
If an item appears damaged in transit, keep the product and shipping materials while the issue is being reviewed. Photos may help document the condition in which the package arrived.
Promotional Purchases
A promotional price does not change the importance of keeping your order information. If you need help with a purchase made during a promotion, provide the original order details when starting your request.
Large Outdoor Products
Larger products may require specific packing or return instructions. Wait for the directions associated with your request before shipping large or unusually shaped equipment.
Multiple-Item Orders
If only part of an order is being returned, identify the exact product involved so the request does not affect items you intend to keep.
How long do I have to request a return?
TideCraft provides a 30-day return and exchange window. The window is counted from the date your order is delivered.
Are TideCraft returns free?
Yes. Eligible returns and exchanges within the 30-day window are free. Follow the return instructions provided for your request so the item can be routed and processed correctly.
Can I exchange an item instead of returning it?
Yes. If an exchange is appropriate for your order, the available options can be reviewed when you start your request. Exchange availability can depend on current inventory.
What should I keep before deciding whether to return an item?
When possible, keep the original packaging, manuals, accessories, storage pieces, detachable parts, and other components supplied with the product until you are confident you will keep it.
What happens if my order arrives damaged?
Keep the item and packaging together while the issue is reviewed. Clear photos of the product, affected area, outer shipping carton, and relevant packaging can help document the condition in which the order arrived.
What if I received the wrong product?
Keep the item in its received condition and start a support request with your order information. The order can then be reviewed so the appropriate replacement, exchange, or other resolution can be determined.
What if something is missing from the package?
Check the product packaging and any internal compartments first. If a listed component is still missing, identify the missing piece when starting your request so the issue can be reviewed accurately.
Should I send the item back before contacting TideCraft?
Please wait for the return instructions associated with your request before sending the product. This helps ensure the return is directed correctly and linked to the correct order.
Do I need the original packaging?
Original packaging is helpful because it can protect the item during return transit and keep included components organized. If you have it available, retain it until your return or exchange is resolved.
How will I receive my refund?
After an eligible return is received, reviewed, and approved, the refund is initiated to the applicable original payment method used for the order.
How long does a refund take to appear?
After TideCraft initiates an approved refund, the final posting time depends on your bank, card issuer, or payment provider. Different providers can display completed refunds at different speeds.
Can I return only one item from a larger order?
Yes. When requesting a return for part of a multi-item order, clearly identify which product is being returned so the remaining items are not confused with the request.
What if my product is large or difficult to pack?
Larger outdoor products may require specific packing or handling instructions. Wait for the directions provided for your request before shipping oversized or unusually shaped equipment.
Can I request an exchange for a different product?
Available exchange options can depend on the product, order circumstances, and current inventory. Share the item you would prefer when starting your request so the available resolution can be reviewed.
Does the Limited-Time 14% Off promotion affect support?
If you purchased during a promotion and need assistance, keep the original order details available. The support team can review the purchase based on the information associated with that order.
Is customer support available outside normal business hours?
Yes. TideCraft provides 24/7 customer support for store and order-related assistance.
Does TideCraft charge for standard shipping?
No. TideCraft provides free shipping on all products.
What is TideCraft's standard delivery timeframe?
TideCraft's standard delivery timeframe is 3–5 business days for eligible U.S. orders.
Need Help With an Order?
Start With Your Order Details
If you are unsure whether you need a return, exchange, replacement, or another resolution, send us your order information and a short description of what happened. For product damage or delivery issues, include clear photos when possible.
Contact TideCraft Support
Review the return steps
TideCraft customer support is available 24/7 for order and store-related assistance.
