Refund Policy

You have 30 days from the day your order arrives to request a return. After this window, we’re unable to accept the item back — but you can always reach out and we’ll do our best to help.

To be eligible, the item must be:

• Unused and in the same condition you received it
• Clean and free of pet hair, odors, or wear
• In its original packaging with all tags attached
• Accompanied by the order number or proof of purchase

For the safety and hygiene of our customers and their pets, the following items cannot be returned:

• Opened food, treats, or consumable supplements
• Used grooming and hygiene products
• Custom, personalized, or made-to-order items (engraved tags, custom collars, etc.)
• Worn apparel or accessories
• Sale items and gift cards

Please inspect your order as soon as it arrives. If anything is defective, damaged, or not what you ordered, contact us within 7 days of delivery at support@tailtownpet.com with photos of the issue, and we’ll make it right — at no cost to you.

1. Email us at support@tailtownpet.com with your order number and the reason for the return.
2. We’ll review your request and, if approved, send you a prepaid return label along with step-by-step instructions.
3. Drop the package off at your nearest carrier location. Please don’t ship returns without contacting us first — unsolicited returns can’t be accepted.

The fastest way to get the right product is to return the original item and place a new order for the replacement. Once we receive and inspect your return, your refund will be processed so you can shop without waiting.

We’ll let you know as soon as your return arrives and is inspected — usually within 3 business days. Approved refunds are issued to your original payment method within 10 business days. Depending on your bank, it can take a little longer to appear on your statement. If 15 business days have passed since your refund was approved and you still don’t see it, please email support@tailtownpet.com.

If your order is shipped to the European Union, you have the right to cancel or return it within 14 days of delivery, for any reason and without justification. Items must still be in their original condition and packaging, with proof of purchase.