Refund policy

At Tails Avenue, we are committed to providing premium pet fashion at unbeatable prices. Your satisfaction is our priority, and we want you and your furry companions to love every purchase. If you need to request a return, here’s how our policy works:

Return Timeframe: Customers have 30 days from the delivery date to initiate a return.

Eligibility for Returns:

  • Items must be in unused condition and in their original packaging.

  • We strongly advise checking the size chart for each product and measuring your dog before purchase, as sizes vary between items.

Return Options:

1. Exchange for a Different Size or Variant:

  • Customers cover the return shipping costs.

  • We cover the shipping cost for the exchanged item.

  • Ensure a perfect fit by selecting another size or variant.

2. Return for Full Store Credit:

  • Customers cover the return shipping costs.

  • Receive the total purchase amount as store credit for future purchases.

3. Return for a Refund (with a 15% Restocking Fee):

  • Customers cover the return shipping costs.

  • A 10% restocking fee is deducted from the refund to the original payment method.

Defective or Lost Products:

If you receive a defective or lost product due to a shipping issue, we will cover all costs, including return shipping. Contact our customer support team immediately for assistance. However, lost orders due to an incorrect shipping address provided during checkout are not eligible for a refund or replacement.

Size Exchanges:

  • We offer one-time size exchanges per order.

Return Process:

  1. Initiate the return within 30 days of delivery.

  2. Ensure the item is in unused condition with original packaging.

  3. Visit our Returns Page and select your preferred return option.

  4. Complete the form and await approval.

  5. Follow the instructions provided for a smooth return.

Refund Processing:

  • Refunds, store credits, or exchanges will be processed once the item is received and inspected.

  • Store credit is issued immediately.

  • Refunds to the original payment method take 3-5 business days after processing.

FAQs

What items are eligible for returns?

  • Items must be unused and in resellable condition.

  • Must be returned in original packaging with tags attached.

  • Returns must be requested within 30 days of delivery.

What items are non-refundable?

  • Gift cards

  • Discounted items (if applicable)

  • Exchanged products

How soon will I receive my refund?
Once your return is processed (within 2 business days of receiving the item), a refund confirmation will be sent. It may take 3-5 business days for funds to appear in your account.

If more than 15 business days have passed since your return was approved, please contact us at contact@tailsavenue.com.

 

What happens if my order is lost?

  • If your order is lost due to a shipping issue, it is fully refundable without any additional costs.

  • If your order is lost due to an incorrect shipping address provided during checkout, it is not refundable.

If you have any questions or need assistance, our support team is always here to help. Shop with confidence, knowing we’ve got you and your furry friend covered!