Returns & Refunds Policy

The short version

You have 30 days from the delivery date to return an item. Items must be unused, unwashed, in original packaging, and in resalable condition. Returns are free — we send you a prepaid UPS return label. After your return reaches us, inspection takes 1–2 business days. If it passes, your refund is released 7–10 business days after return acceptance, back to your original payment method. You get an email at every stage.

A return that goes exactly right

Wednesday evening. Jordan emails business@Tailwell.shop with his order number, the carrier, and the reason: wrong size. He does not need a special form — a plain email is enough.

Thursday. We reply within 1 business day with a prepaid UPS return label and packing instructions. Jordan puts the carrier back in its original packaging, attaches the label, and drops the parcel at any UPS location.

The following week. The return reaches our returns center. We email Jordan the moment it arrives.

Within 1–2 business days of arrival. We inspect the carrier: unused, unwashed, tags and parts present, packaging intact. It passes. We email Jordan that the inspection passed.

7–10 business days after that acceptance. Jordan's refund is released to his original payment method. His bank or card issuer may take a few additional days to post it — that posting time is set by the bank, not by us, and we say so plainly rather than promising a date we do not control.

Jordan is out nothing for the return: no return shipping charge, no restocking deduction, no deduction for the original shipping — because the original shipping was free.

What happens, step by step

1. Contact us. Email business@Tailwell.shop with your order number, the item(s), and the reason. We reply within 1 business day with a prepaid UPS return label and instructions.
2. Pack. Put the item in its original packaging with all parts, tags, and inserts.
3. Ship it back. Attach the label and drop the parcel at UPS. Keep the drop-off receipt until the refund is released.
4. We confirm arrival. Email notification when the return reaches our returns center.
5. Inspection (1–2 business days). We check condition against the criteria below and email you the result.
6. Refund released. 7–10 business days after return acceptance, to your original payment method. Email notification when it is released.

Return timeline

What qualifies

To be accepted for a refund, an item must be unused, unwashed, in its original packaging, and in resalable condition — all parts, tags, straps, pads, and inserts included. The 30-day window runs from the delivery date shown by the carrier, not the order date. If you are unsure whether your item qualifies, email us a photo before sending it back and we will tell you honestly rather than letting you pay for a wasted shipment — though the return label itself is free either way.

Exchanges

We process an exchange as a return plus a new order, so the replacement ships without waiting for the return to arrive. Place the new order for the size or item you want, then start the return for the original. If you would rather not place the second order first, email us and we will hold the replacement and walk you through it. Exchange replacements follow the same shipping terms as any order: free, processed in 1–2 business days.

Damaged, wrong, or defective on arrival

If your order arrives damaged, is the wrong item, or shows a defect, email us within 14 days of delivery with photos. We will send a prepaid return label and offer you a replacement or a full refund — your choice. The 30-day return clock does not apply to these cases, and a defect claim may also fall under our Defect Cover, which runs 60 days from delivery. You will never be asked to pay return shipping for an item we got wrong.

What is not eligible

We cannot accept returns for items that are used, washed, worn, soiled, chewed, or missing parts or tags. Pet-chewed straps, washed carriers, and items with parts missing fall in this group. Items sent back without contacting us first may be refused at the returns center. If an inspection finds an item ineligible, we email you with photos of what we found and two options: we send the item back to you at your cost, or we hold it for 14 days and then dispose of it with no refund. We will not quietly keep an item and keep your money — you hear from us, with photos, before anything is decided.

What the refund covers

The refund covers the item price you paid. There is no deduction for the original shipping, because the original shipping was free. There is no restocking fee. If you used a discount that no longer exists, that does not change the refund — you get back what you paid. Refunds go to the original payment method only; we cannot redirect a refund to a different card, account, or person, even if you ask us to.

If your return goes missing

If the tracking on your return label shows no movement for 5 business days, email us. We will open a trace with UPS. If the return is confirmed lost, we will release the refund as if the inspection had passed, provided the item was sent with our label and the drop-off was scanned.

Questions about a return

Email business@Tailwell.shop with your order number, or call +1 (555) 0134-6372. Return requests get a reply within 1 business day.

Effective date: October 14, 2026. This policy is written to meet Google Merchant Center requirements for return transparency: the 30-day window, free return method, and refund timing stated here match what is shown on product pages and in the product feed.