At SharkNinja, we’re committed to supporting your shopping experience. The information below outlines how TikTok Shop currently presents customer service processes regarding returns, refunds, order issues, and shipping expectations.

• Please use this document as a walkthrough guide while using the TikTok application for the best self-service results.
• Feel free to use the TikTok Chatbot for more assistance.

Step 1: Click chat icon top right

Step 2: Use 'Related FAQ' Search bar to navigate answers to questions.

• TikTok Shop | Easy returns, refunds, and cancellations

• Customer Order Cancellation, Return, and Refund Policy

Jump to: Returns | Refunds | Delivery & Shipping Issues | TikTok Limitations

🔁 Returns

Eligibility & Timing

• Most items are eligible for return within 30 calendar days of receiving the item. Some exceptions apply under the Buyer Protection Program for items returned between 31–90 days.
• Final sale items cannot be returned.

Return Process

• Return requests must be submitted via the Orders page on TikTok Shop.
• Once approved, customers have 14 calendar days to drop off the item with a prepaid label or QR code
• If a return is not dropped off within this period, the request is canceled

Shipping Costs

• Returns are generally free using TikTok’s prepaid label or QR code.
• Return shipping fees may apply if a customer chooses their own shipping method or resides in Hawaii or Alaska, where free returns aren’t available

Multiple Items

• Items from the same seller and order can be returned together. Different orders or sellers require individual returns

💰 Refunds

Eligibility & Submission

• Refunds must be requested within 30 days of delivery.
• After 30 days (up to 90), customers may be eligible under the Buyer Protection Program

Processing Time

• Refund requests are reviewed within 5-7 working days from the time the product has been confirmed as returned to our warehouses. The unit must have been shipped back and received for any refund to be processed.
• Once approved, funds are issued within 5–7 working days to the original payment method.

Partial Refunds

• TikTok does not currently offer partial refunds

Refund Cancellations

• Requests can be canceled at any time by the customer. If the item is not returned within 14 days, TikTok cancels the request automatically

📦 Delivery & Shipping Issues

Missed Deliveries

• If an item is returned due to a failed delivery attempt, a refund can be requested

Lost or Delayed Orders

• If an order is delayed or lost, customers are encouraged to check tracking info. If unresolved, they can request a refund

Damaged, Defective, or Incorrect Items

• TikTok allows refunds for: Damaged items, Wrong or incomplete shipments, Defective products, Items not as described (e.g., misleading livestreams or descriptions)
• Customers must upload images and select an appropriate reason when filing the request.

⚠️ TikTok Limitations

Refund Denials

• Refunds may be denied if: It is submitted outside the return window, Items are not returned after approval, Products are returned in unacceptable condition
• Customers may escalate by filing a dispute with TikTok

Customer Support Access

• Most resolutions rely on customer-initiated action within TikTok’s platform (no phone/chat-based agent support unless escalated).