GENERAL TERMS & POLICY
Tail Wags Supply may amend these rules as needed, with any updates taking immediate effect upon publication on www.tailwagssupply.com. Non-acceptance of these terms constitutes an immediate forfeiture of the right to use Tail Wags Supply 's services. Utilization of Tail Wags Supply 's services implies acceptance of these rules by all buyers. In the event of a discrepancy, Tail Wags Supply 's Policy shall prevail.
Buyers must submit return and refund requests within 20 days from the delivery date for after-sales issues. Should a request be filed after this period, Tail Wags Supply reserves the right to deny any after-sales service.
Prior to requesting an order cancellation, buyers must verify that Tail Wags Supply 's Return & Refund Policy permits cancellation at the current stage. If allowable, buyers are required to apply for cancellation, subject to Tail Wags Supply 's consent. Please be aware that while Tail Wags Supply will attempt to cancel the order with the warehouse, the ability to do so is not guaranteed.
Should Tail Wags Supply fail to fulfill a buyer’s order within the Order Processing Time specified on Tail Wags Supply ’s product page, due to reasons including but not limited to stock shortage or other unforeseen circumstances, Tail Wags Supply is obligated to promptly cancel the order and issue a refund.
In the event that the buyer receives damaged or broken goods and substantiates a refund request with compelling evidence, Tail Wags Supply is obligated to provide a prepaid return label within 5 business days for the return of the damaged or broken items. Tail Wags Supply should process the refund once the returned goods are marked as “in transit” on the logistics website, using the Tail Wags Supply -provided prepaid return label.
For “non-defective remorse returns,” Tail Wags Supply reserves the right to accept or reject such requests in line with its stated policy. Tail Wags Supply will abide by its published policy in these instances.
Should Tail Wags Supply agree to an after-sale request for “non-defective remorse returns” and opt to impose a “restocking & repacking fee,” the total fee charged shall not exceed 35% of the order’s total price.
Under conditions that necessitate a refund based on Tail Wags Supply 's policy, Tail Wags Supply enforces specific time constraints. Refunds must be issued within no more than 5 business days, and redelivery must be initiated within no more than 7 business days.
Buyers must ensure that goods are returned within 10 calendar days of receiving a return label. Should this deadline not be met, Tail Wags Supply may exercise the right to withhold the refund.
Upon submitting an after-sales request, the buyer is required to furnish evidence to Tail Wags Supply . If the buyer fails to provide adequate evidence within the timeframe specified by Tail Wags Supply 's Return & Refund Policy, Tail Wags Supply reserves the right to decline the return and/or refund request. The determination of whether the evidence is compelling will be made at Tail Wags Supply 's discretion.
Upon receipt of a refund request from the buyer, Tail Wags Supply must act on it — either accept or reject — within three business days. Should Tail Wags Supply not address the request within this period, Tail Wags Supply will issue the refund.
Tail Wags Supply is still required to process refund requests within the aforementioned three-business-day window.
The Return & Refund request is made after the order has been shipped.
Upon receipt of a refund request from the buyer, Tail Wags Supply must act on it — either accept or reject — within three business days. Should Tail Wags Supply not address the request within this period, Tail Wags Supply will issue the refund.
For orders fulfilled by Tail Wags Supply : If a package is returned to Tail Wags Supply during transit due to a logistics carrier error and the buyer requests a refund, Tail Wags Supply is required to process the refund within 5 business days of the refund request. Conversely, if the buyer chooses redelivery, Tail Wags Supply must begin reshipment within 7 business days of receiving the redelivery request.
Exceptions to this policy, which may preclude Tail Wags Supply 's obligation to refund or redeliver, include but are not limited to:
• The provision of an incorrect or incomplete address by the buyer.
• The refusal of the buyer’s recipient to accept the goods. This does not apply in instances where the buyer has cancelled the order upon the recipient’s request and Tail Wags Supply has consented to the refusal of delivery.
For pick-up orders: Tail Wags Supply bears no responsibility for issues related to logistics.
For orders fulfilled by Tail Wags Supply : If the package or goods are damaged during transit and the buyer provides proof — such as a screenshot from the logistics website confirming the destruction — Tail Wags Supply is obligated to process a refund within 5 business days of the refund request. Alternatively, if the buyer requests redelivery, Tail Wags Supply should initiate the process within 7 business days of the request.
If the buyer enters incorrect recipient information for an order, they should promptly reach out to Tail Wags Supply via Contact Us to request an update of the order with the correct recipient information.
Please be aware that requests for correcting recipient information or cancelling an order are not guaranteed to be fulfilled.
Should the order have already been dispatched, it is the buyer’s responsibility to contact the logistics company directly to provide accurate information.
If goods are shipped to an incorrect address because the buyer provided wrong information, Tail Wags Supply has the discretion to determine whether to accept the return of the products and issue a refund. Buyers should confirm with Tail Wags Supply whether they are willing to accept the return. In cases where Tail Wags Supply consents to the return, the buyer will be accountable for the return shipping expenses.
Should the order be uncorrectable or non-returnable, the buyer must absorb any associated losses.
Including package breakage, significantly not as described, missing or wrong goods, and quality problems.
Upon receipt, if the buyer encounters any of the above issues, the buyer should submit a refund or redelivery request along with valid proof. Valid proof includes photos or videos that clearly demonstrate the issue with the goods received. Once the request is filed, Tail Wags Supply is required to review the provided evidence and respond within 5 business days.
If Tail Wags Supply , upon reviewing the proof, finds that it does not clearly demonstrate the problem, the evidence is considered invalid. In such cases, Tail Wags Supply reserves the right to deny the buyer’s refund request.
If the buyer’s evidence clearly demonstrates an issue, the review process should not exceed 5 business days. Should a return be necessary for a refund, Tail Wags Supply must provide the buyer with a prepaid return label within 5 business days following approval of the proof. Tail Wags Supply is then required to issue a refund once the tracking information provided by the buyer indicates the return is in transit, which must also occur within 5 business days.
If the goods do not need to be returned, Tail Wags Supply must process the refund within 5 business days of receiving the refund request.
In the event that the buyer opts for redelivery and the proof is deemed valid, Tail Wags Supply must initiate the redelivery within 7 business days of the proof being approved. Tail Wags Supply reserves the right to issue a refund instead if no stock is available for redelivery. Alternatively, buyers may choose to reorder the products once they are back in stock.
If Tail Wags Supply confirms that the tracking number provided is incorrect and Tail Wags Supply does not supply the correct tracking information within 5 business days, Tail Wags Supply will issue a refund for the order.
For orders fulfilled by Tail Wags Supply : Should there be no update on the tracking information for more than 10 business days as indicated on the logistics website, and the buyer requests a refund, Tail Wags Supply must process the refund within 5 business days of the buyer’s request.
Please note that this policy does not apply during exceptional times or periods, such as public holidays, pandemics, extreme weather conditions, or other unusual circumstances where standard logistics operations may be disrupted.
For orders fulfilled by Tail Wags Supply : If the actual transit time surpasses the estimated delivery time by 15 days or more, and Tail Wags Supply does not offer any valid updated tracking information, the buyer is entitled to request a refund. Upon such a request, Tail Wags Supply must issue the refund within 5 business days.
Buyers are required to familiarize themselves with the shipping options provided before placing an order. If multiple shipping methods are offered, Tail Wags Supply must dispatch the order according to the buyer’s selected logistics choice. Non-compliance allows the buyer to seek a refund. However, if the product listing indicates “Seller-Selected Shipping (Buyer Cannot Choose),” Tail Wags Supply retains the discretion to choose the shipping method, and any specific logistics requests made by the buyer at the time of order will not be accommodated.
Upon receipt of an order, Tail Wags Supply must ship each order separately to the designated address. Combining multiple orders into a single shipment is prohibited unless Tail Wags Supply has received explicit consent from the buyer for such consolidation.
During public holidays, pandemics, extreme weather conditions, or other exceptional situations, buyers should reach out to tailwagssupplyco@gmail.com or contact Tail Wags Supply via Contact Us to address any product or logistics concerns.
Tail Wags Supply commits to providing timely assistance to buyers under these special circumstances. Buyers are advised to anticipate a resolution from Tail Wags Supply on such matters within a maximum of three weeks after notification.
If buyers are dissatisfied with the resolution of post-sale issues, they are obligated to initiate a dispute with Tail Wags Supply , which will facilitate the handling of the after-sale matters.
