Return & Exchange Policy

For any inquiries, please contact us at support@tutufox.com — we’re happy to help.

Extended Return Period

We offer a 30-day return window from the date your order is delivered. All returns must be requested in advance.

Do not return items to the address printed on the package — it is not our return center. Once your return request is approved, we will provide the correct return address. Our warehouses are located in Hong Kong and mainland China.

How to Return or Exchange an Item?

If you wish to return or exchange an item—whether you have already received it or not—please follow the steps below:

1.Contact Us by Email
Send an email to our customer service at support@tutufox.com with the following details:

  • Specify your request: Are you requesting a return or an exchange?
  • Reason for return or exchange: Please briefly explain the issue (e.g., wrong item, damaged, no longer needed, etc.).
  • Provide proof: Attach a photo or screenshot of one of the following:

     

    (1)Your order number, or

    (2)The condition of the item you received.

 

2. Wait for Our Response
Our team will review your request and respond within 1–2 business days with the next steps.

3.Follow the Instructions Provided
We will guide you through the return/exchange process, including how and where to ship the item.

Return Conditions

  • Returns must be initiated within 30 days of receiving the product.
  • Refunds will be processed within 5 business days of receiving and inspecting your return.
  • Refunds will be issued to the original payment method. Processing times may vary.
  • If you don’t receive your refund within one week of confirmation, please contact us at support@tutufox.com
  • Return shipping costs for personal reasons (e.g., no longer wanted or incorrect size selection) will be borne by the customer.
  • Please carefully check the product details and size chart before placing your order to avoid unnecessary returns.
  • Items must be returned in original condition (included the gift), unworn, unused, with tags and original packaging intact.
  • To speed up processing, we recommend uploading photos of the product and packaging when submitting your return request.

Tracking Requirement

After shipping your return, please update the tracking number and courier name in the Return Center, or email them to support@tutufox.com  immediately. Failure to provide tracking details may delay or invalidate your refund.

Non-returnable Items

The following products are not eligible for return or exchange, unless defective:

  • Gift cards
  • Final-sale or clearance items
  • Discontinued products

Unauthorized Returns

Returns sent without prior approval or to an incorrect address will not be accepted and are not eligible for refunds or exchanges.

Damaged, Defective, or Incorrect Items

Please inspect your order carefully upon delivery. If you find that your item is defective, damaged, or incorrect, please contact us immediately with photos or evidence of the issue so we can assist you promptly.

We will provide a full refund or replacement for items that arrive damaged, faulty, or are lost in transit, including any related shipping fees, duties, and taxes.

Please note that shipping fees, duties, and taxes are non-refundable for returns due to personal reasons such as ordering the wrong item or changing your mind.

Please be aware that we do not provide prepaid return shipping labels in advance. Customers are responsible for arranging and covering return shipping costs. If the return is due to our error or product issues, we will reimburse the return shipping cost as part of the refund. For returns due to personal reasons, such as size issues or changing your mind, the customer is responsible for all return shipping expenses.

We do not charge any restocking fees for returns or exchanges.

Undeliverable or Refused Packages

If a package cannot be delivered due to customer-related reasons—such as an incorrect or incomplete shipping address, recipient unavailable at the time of delivery, or the package is refused by the customer—the following will apply:

  • The package may be returned to the sender (our warehouse in China or Hong Kong).
  • In such cases, the customer will be responsible for the return shipping cost and any additional reshipping fees, if applicable.

To avoid delivery issues, please ensure that all shipping information is accurate and that someone is available to receive the package at the delivery address.

Refund Timelines

  • PayPal: 3 business days
  • Credit Card: 7–14 business days

Exchanges

Once your return is received and inspected, a replacement will be shipped within 3 business days.

Your satisfaction is our priority. If you have any questions during the process, feel free to email us at support@tutufox.com  — we're always here to assist you.