This Return and Refund Policy explains how returns, refunds, exchanges, and cancellations are handled at Pawptail. Our goal is to ensure a fair, transparent, and easy-to-understand process for all customers.
We encourage customers to review this policy carefully before placing an order so there is complete clarity regarding timelines, eligibility, and responsibilities. By placing an order on Pawptail, you agree to the terms outlined in this policy. These terms apply to all purchases made through our website.
Return Window
Pawptail offers a 30-day return window, starting from the date your order is delivered to your address. Return requests must be initiated within this 30-day period. This applies to both defective and non-defective items (including change of mind), provided all eligibility conditions are met.
Eligibility for Returns
To qualify for a return, items must be returned in their original, unused, and unaltered condition.
- The item must be unused and not worn or damaged.
- The item must be returned in its original packaging.
- All original tags, accessories, and inserts must be included.
Pawptail reserves the right to refuse any return that does not comply with these criteria.
Change of Mind After Purchase
If you change your mind after purchase, you may request a return within the 30-day window. There are no restocking fees or return shipping costs for customers, even for change-of-mind returns.
Exchanges
We accept exchanges within 30 days. please contact us at support@pawptail.shop. Exchanges are based on product availability.
Incorrect or Wrong Item Ordered
Customers are responsible for selecting the correct product, size, and variant at checkout. If a wrong item was ordered by the customer, it may still be returned within the 30-day window, provided the item meets return eligibility conditions. Refunds for wrong-item orders follow the same inspection and approval process after the item is returned. We encourage customers to carefully review product details before placing an order to avoid unnecessary returns.
Damaged or Defective Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 30 days of delivery. Provide clear details (including photos/videos) of the issue. Once approved, Pawptail will arrange the return and cover all related costs.
Return Shipping & Label
For all approved returns, Pawptail covers the full return shipping cost.
- A prepaid return shipping label is provided by Pawptail
- Customers are not required to pay for return shipping
- No shipping or handling fees are deducted from approved refunds
Returns must be shipped using the provided label and instructions to ensure proper processing.
How to Initiate a Return
To request a return, please contact our customer support team and share the required order details so we can review your request accurately and efficiently.
When contacting us, please include the following information:
- Your order number
- A photo or video of the product (required if the item is damaged, faulty, or incorrect)
- Your full delivery address
- A contact phone number
Email (Preferred): support@pawptail.shop
For more options, please check our Contact Us page.
Once your request is received, our support team will review the information and respond within 1-2 business days with clear return instructions and a prepaid return shipping label.
Refund Processing
Once the returned item is received and inspected, refunds are processed within 10 business days. Refunds are issued back to the original payment method (PayPal) used at checkout. You will receive a confirmation once the refund has been successfully processed.
Late or Missing Refunds
If you have not received your refund after the stated processing period, we recommend first checking with PayPal. It may take additional time to reflect refunded amounts. If the issue persists, please contact us with your order details so we can assist further.
Order Cancellations
Customers may request cancellation before the order enters the processing stage. Once an order has been shipped, cancellation is no longer possible, and the return process must be followed.
Restocking Fees
Pawptail does not charge any restocking fees on approved returns.
Customers will never be charged extra fees for approved return requests.
Return Address
All approved returns must be sent to the following address using the provided prepaid label:
Pawptail
571 Snelling Ave
St Paul MN 55104
United States
Contact Us
📧 Email: support@pawptail.shop
đź“ž Phone Number: +1 (651) 335-1855
⏱️ Business Hours: 08:00 AM – 4:00 PM (Monday–Friday) CST (GMT-06:00)
đź“Ś Business Address: 571 Snelling Ave, St Paul MN 55104, United States