Refund policy

Tail & Whisker Co.™ is committed to providing a comfortable buying experience for our customers. If you are unhappy with your purchase, as long as you contact us within 15 days from the receipt of the item, we will process your return/exchange request. Please make sure to contact us by email ( support@tailwhiskernyc.com) at first.

1. Refund Policy

At Tail & Whisker Co., we want you and your pet to love every purchase. If you’re not completely satisfied with your order, we’re here to help.

2. Returns & Exchanges

You may request a return or exchange within 15 days of receiving your order.

To start a return, please contact us at:

support@tailwhiskernyc.com

Please do not return any items without contacting us first.

3. Return Eligibility

To qualify for a return or exchange, your item must meet all of the following conditions:

  • Returned within 15 days after delivery.
  • Unused, unworn, and in its original condition.
  • Free of pet hair, stains, odors, scratches, bite marks, or any other signs of use.
  • Returned with all original packaging, tags, and included accessories.

Items that do not meet these conditions cannot be accepted for return or exchange.

4. How to Request a Return

Please email support@tailwhiskernyc.com with:

  • Your order number
  • The reason for your return
  • Photos of the product and its original packaging (if requested)

Once your request has been reviewed and approved, we will provide return instructions.

Please do not send items back before receiving authorization.

5. Return Shipping

Customers are responsible for return shipping costs unless:

  • The item arrived damaged.
  • The wrong item was received.
  • The product has a verified manufacturing defect.

We recommend using a trackable shipping service, as we are not responsible for returned packages lost in transit.

6. Refunds

After your returned item has been received and inspected, we will notify you of the result.

If approved, your refund will be issued to your original payment method within 5–10 business days.

Please note that your bank or payment provider may require additional processing time before the refund appears in your account.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • Photos of the item
  • Photos of the shipping package
  • Photos showing the issue

We’ll review your request and provide a suitable solution as quickly as possible.

8. Order Cancellations

Orders may be canceled before they have been shipped.

Once an order has been shipped, it cannot be canceled. If eligible, you may request a return after receiving your order.

9. Need Help?

If you have any questions about returns or refunds, please contact us.

Tail & Whisker Co.

📧 support@tailwhiskernyc.com