Last updated: [EFFECTIVE DATE]
We want you and your pet to be happy with your purchase. This policy explains how returns, refunds, replacements and cancellations work for orders placed at tailvale.com, operated by [BUSINESS LEGAL NAME].
30-day returns
You may return most items within 30 days of the delivery date. To be eligible, the item must be unused, in its original packaging and in the same condition you received it, with all parts and accessories included. [CONFIRM: 30 days must match what the suppliers and fulfillment partners can support.]
Items that cannot be returned
- Items that have been used, washed, chewed, worn or damaged after delivery.
- Products that touch a pet’s mouth, skin or waste (such as water bottles, nail grinders and bowls) once opened or used, for hygiene reasons, unless defective.
- Items returned without prior approval or after 30 days.
- Gift cards.
How to start a return
- Email [SUPPORT EMAIL] with your order number and the reason for the return. Photos help if the item is damaged or not as described.
- We reply within 1 business day with instructions and the return address. Please do not send items back before we approve the return.
- Pack the item securely and ship it with a tracking number. Keep the tracking number until your refund is issued.
Some items ship from overseas, and returning them can cost more than the item is worth. In those cases, and for lower-priced items, we may offer a refund or replacement without asking you to send the item back. We will tell you the best option before you ship anything. We decide this case by case.
Who pays for return shipping
- Defective, damaged on arrival or wrong item: we pay. We either send a prepaid label or reimburse reasonable return shipping.
- Change of mind, wrong size ordered, or no longer needed: you pay the return shipping cost. Original shipping charges are not refundable.
Refunds
When we receive and inspect your return, we email you to confirm. Approved refunds are issued to the original payment method within 5 to 10 business days. Your bank or card issuer may need additional time to post the credit. If you have not received your refund after that period, check your account, then contact your card issuer, then contact us at [SUPPORT EMAIL].
Damaged, defective or incorrect items
If your item arrives damaged, does not work, or is not what you ordered, email us within 14 days of delivery with your order number and clear photos. We will send a replacement or issue a refund, at your choice, subject to stock. You do not need to return heavy or bulky items in these cases.
Exchanges
The fastest way to exchange an item is to return it as described above and place a new order for the item you want.
Order changes and cancellations
You can cancel or change an order if it has not shipped. Email [SUPPORT EMAIL] as soon as possible with your order number. Orders that have already shipped follow the return process above.
Pet safety
Always supervise your pet with new products, check size and weight limits on the product page, and stop using any product that appears damaged. If you have concerns about a product’s safety, contact us and consult your veterinarian.
Contact us
[SUPPORT EMAIL] · [BUSINESS ADDRESS]