Refund policy

Return & Refund Policy – Tailtopia

Last updated: June 1, 2026

At Tailtopia, we want you and your pet to love every purchase. However, we have a strict return policy to ensure the safety and hygiene of all products.

Please read carefully before making a return.

1. Returns – Eligibility & Time Limit

We accept returns of UNUSED products ONLY.

To be eligible for a return:

  • The product must be completely unused, unwashed, and in its original condition.

  • All original packaging, tags, and seals must be intact.

  • You must request and ship the return within 3 days of receiving your order.
    (Example: If your package arrives on Monday, your return request must be made by Thursday.)

Non-returnable items (final sale):

  • Opened or partially used treats, food, or chews

  • Used grooming products (shampoos, sprays, wipes)

  • Personalized or custom items (e.g., engraved ID tags, custom beds)

  • Toys that have been played with or show any sign of wear

2. How to Return an Item

  1. Within 3 days of delivery, email us at helpcentre@tailtopia.co with:

    • Your order number

    • The name of the item you wish to return

    • A clear statement that the product is unused

  2. We will reply within 1 business day with return approval and instructions.

  3. Ship the unused item back to us using a trackable shipping method.

Note: Return shipping costs are your responsibility unless the item was defective or we sent the wrong product by mistake.

  • 3. Refunds

    Once we receive and inspect the returned unused product:

    • Approved refunds will be processed within 5–7 business days

    • Refunds are issued to your original payment method

    • Original shipping fees are non-refundable

    If the returned item shows any signs of use (hair, dirt, teeth marks, odor, etc.), your refund will be denied and the item will not be returned to you.

    4. Damaged or Incorrect Items

    If you receive a damaged, defective, or wrong item, you are not required to return it. Simply email helpcentre@tailtopia.co within 48 hours with photos and your order number. We will send a replacement or issue a full refund immediately.

    5. Late Returns

    Returns requested or shipped after 3 days from delivery will not be accepted. No exceptions.

    6. Contact Us

    For all return and refund questions:

    📧 Email: helpcentre@tailtopia.co
    (Please include your order number for faster service.)

    Thank you for shopping at Tailtopia — where we put the health and safety of your pets first.