Refund policy
RETURN & REFUND POLICY
We want you to be happy with your purchase from Tails by the Bay. Please review the following return and refund policy before requesting a return.
30-Day Return Policy
We accept returns of eligible products within 30 days of delivery.
To be eligible for a return, the item must be in the same condition in which it was received. Items must be unused, unworn, unwashed, unopened, with all original tags attached, and in their original packaging.
Items that have been used, worn, washed, opened, altered, damaged after delivery, or removed from their original packaging are not eligible for return.
A receipt or proof of purchase is required.
Starting a Return
Before returning any product, please contact us at info@tailsbythebay.com with your order number and the reason for your return.
If your return is approved, we will provide instructions on how and where to send the item.
Please do not send any item back without contacting us first. Items returned without prior authorization may not be accepted.
Unless the item arrived damaged, defective, misprinted, incorrect, or we otherwise agree to cover the cost, customers are responsible for return shipping costs. Original shipping charges are non-refundable.
Damaged, Defective, Misprinted or Incorrect Items
Please inspect your order as soon as it arrives.
If an item arrives damaged, defective, misprinted, or if you receive an incorrect item, you must contact us within 14 days of delivery at info@tailsbythebay.com.
Please include your order number, a description of the issue, and clear photographs of the product and its packaging when applicable. This information is necessary for us to review the issue and, when applicable, submit a claim to our fulfillment or production partner.
Once we review your request, we will provide instructions regarding a replacement, refund, or other appropriate resolution.
Please do not return or dispose of the product unless Tails by the Bay specifically instructs you to do so.
Claims reported more than 14 days after delivery may not be eligible for replacement or refund for damaged, defective, misprinted, or incorrect merchandise.
Print-on-Demand & Made-to-Order Products
Certain Tails by the Bay products are produced specifically for each customer after an order is placed through our print-on-demand production partners.
Because these products are made to order, we do not accept returns or exchanges for:
• Buyer’s remorse or change of mind
• Incorrect size selection
• Incorrect color selection
• Preference for another style, size, or color
Please carefully review product descriptions, colors, and sizing information before placing your order.
If a print-on-demand or made-to-order product arrives damaged, defective, misprinted, or incorrect, you must contact us within 14 days of delivery at info@tailsbythebay.com.
Please include your order number and clear photographs showing the issue. We will review the information and coordinate with our production partner when applicable.
Do not mail the product back or dispose of it unless we specifically instruct you to do so.
Pet Treats, Food & Consumable Products
For health and safety reasons, pet treats, food, and other consumable products cannot be returned once they have been opened or used.
Unopened and unused eligible products must remain sealed in their original packaging to be considered for return.
Products that have been opened, partially consumed, or removed from their original sealed packaging are not eligible for return or refund unless the product arrived damaged, defective, incorrect, or there is another verified issue with the product.
Any damaged, defective, or incorrect consumable product must be reported to us within 14 days of delivery.
Grooming, Shampoo & Personal-Care Products
For health, hygiene, and safety reasons, grooming products, shampoos, topical products, and other personal-care items cannot be returned once opened or used.
To be considered for return, an eligible product must be unused, unopened, and in its original sealed packaging.
If a product arrives damaged, leaking, defective, or incorrect, please contact us within 14 days of delivery and before using or disposing of the product.
Personalized & Customized Products
Personalized, customized, and special-order products are not eligible for return or exchange unless they arrive damaged, defective, misprinted, or incorrect.
Any such issue must be reported to us within 14 days of delivery.
Sale Items & Gift Cards
Final-sale items are not eligible for return or exchange.
Gift cards are non-returnable and non-refundable, except where required by applicable law.
Exchanges
We do not offer direct exchanges.
For eligible products, if you would like a different item, size, or color, please contact us regarding the original item. If the return is approved, you may place a separate order for the new product.
Print-on-demand, personalized, customized, and made-to-order products are not eligible for exchanges due to incorrect size or color selection, buyer’s remorse, or change of mind.
Refunds
Once we receive and inspect an eligible returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued automatically to your original payment method within 10 business days.
Please remember that your bank or credit card company may require additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at info@tailsbythebay.com.
European Union 14-Day Cooling-Off Period
If merchandise is being shipped into the European Union, customers may have additional cancellation or return rights under applicable law, including a 14-day cooling-off period where required.
Applicable legal exceptions may apply to certain personalized, customized, made-to-order, sealed, perishable, hygiene-sensitive, or other exempt products.
Questions
If you have any questions regarding returns, refunds, damaged products, or the eligibility of a particular item, please contact us:
Tails by the Bay
Email: info@tailsbythebay.com
Do not send a return to any address without first receiving return instructions from Tails by the Bay.