Tailtastic Refund and Return Policy
Tailtastic Refund & Return Policy
We want you and your pet to be completely satisfied with your purchase. As an international dropshipping business, we've designed our return policy to be fair while accounting for the logistics of international shipping from our supplier partners.
Important: International Dropshipping Return Process
Please Note: Tailtastic operates through international dropshipping partnerships. Most of our products ship directly from suppliers located in China and other international locations. This affects our return process in the following ways:
- Returns may require international shipping back to supplier facilities
- Extended processing times due to international logistics coordination
- Customs considerations for international returns
- Direct coordination between Tailtastic customer service and international suppliers
Customer Service Responsibility: While our products ship from international locations, all return requests and customer service are handled directly by Tailtastic. We take full responsibility for managing your return experience from start to finish.
1. Standard Return Policy & Timeline
Return Window
30 days after receiving your order to request a return (extended from 14 days to account for international shipping logistics and customer evaluation time).
Eligibility Requirements
To be eligible for return, items must be:
- Unused and in the same condition you received them
- In original packaging with all tags attached
- Accompanied by proof of purchase (order number)
- Free from pet hair, odors, or other contamination
Return Request Process
- Contact Us First: Email contact@tailtastic.store with your order number and reason for return
- Provide Details: Include photos if item is damaged/defective
- Await Instructions: We'll provide specific return instructions within 24 hours
- Pre-Approval Required: Items sent back without prior approval will not be accepted
Important: Due to our international supplier relationships, return addresses may vary by product and supplier location. Always wait for our specific return instructions.
2. Damaged, Defective, or Incorrect Items
Immediate Inspection Required
Please inspect your order upon arrival and contact us within 7 days if:
- The item is damaged during shipping
- The product is defective or doesn't function as described
- You received the wrong product entirely
- The item doesn't match the description or photos
Documentation Requirements
For damaged/defective items, we may request:
- Clear photos showing the damage or defect
- Video demonstration of functional issues
- Original packaging photos
- Detailed description of the problem
Fast Resolution Process
For confirmed damaged/defective items, we will:
- Arrange immediate replacement shipment from our supplier partners
- Provide full refund if replacement isn't available
- Cover all return shipping costs
- Expedite processing to minimize inconvenience
3. International Return Shipping & Logistics
Return Shipping Addresses
Important: Return addresses vary by product and supplier location. Common return destinations include:
- China-based supplier facilities
- International distribution centers
- Regional return processing centers
Never ship returns without our specific instructions, as incorrect return addresses will result in lost packages and processing delays.
Return Shipping Costs
- Our Error (Damaged/Wrong/Defective): We cover all return shipping costs including international shipping
- Customer Preference Returns: Customer responsible for international return shipping (typically $15-35 depending on destination and package size)
- Customs Considerations: International returns may be subject to customs processing and potential duties
Return Processing Timeline
Due to international logistics:
- Return Transit: 15-30 business days for package to reach supplier facility
- Processing: 5-10 business days once received by supplier
- Refund Issue: 3-5 business days after approval
- Total Timeline: 25-45 business days from return shipment to refund completion
4. Non-Returnable Items
The following items cannot be returned for health, safety, or legal reasons:
- Custom or personalized pet products (engraved tags, custom beds)
- Perishable items (pet food, treats, supplements)
- Personal care/hygiene products (pet shampoos once opened, grooming tools used)
- Sale/clearance items marked "Final Sale"
- Gift cards or digital products
- Items damaged by customer or pet use
Note: Due to pet health and safety regulations, items that have been in contact with pets may have additional return restrictions. Contact us if unsure about eligibility.
5. Exchanges & Replacements
Exchange Process
Due to international shipping logistics, the fastest way to exchange is:
- Return the original item following our return process
- Place a new order for the desired product
- We can coordinate timing to minimize the gap between return and replacement
Size/Color Exchanges
For size or color changes:
- Follow standard return process for unwanted item
- New order may qualify for expedited processing
- We'll provide priority handling when possible
6. EU Right of Withdrawal
European Union Customers
For orders shipped to EU destinations, you have the legal right to cancel or return your order within 14 days of delivery for any reason, under EU Distance Selling Regulations.
EU Return Requirements:
- Items must be returned unused in original condition and packaging
- Proof of purchase required (order confirmation email)
- Right applies even to personalized items (with some exceptions)
- Return shipping costs may apply for non-defective returns
EU-Specific Return Address: We provide EU-friendly return options when possible to reduce international shipping costs for European customers.
7. Refund Processing & Timeline
Refund Approval Process
- Item Receipt: We coordinate with supplier partners to confirm return receipt (5-15 business days)
- Inspection: Product condition verified by supplier facility (3-7 business days)
- Approval Notification: Customer notified of refund approval via email
- Payment Processing: Refund issued to original payment method
Refund Timeline
- Standard Returns: 10-15 business days after approval
- Defective/Damaged Items: 5-10 business days after approval (expedited)
- International Banking: Additional 3-7 days for international payment processing
Payment Method Refunds
- Credit Cards: 5-10 business days after processing
- PayPal: 3-5 business days after processing
- Bank Transfers: 7-15 business days depending on international banking
If refund exceeds expected timeline: Contact us at contact@tailtastic.store with your return tracking and order number.
8. Quality Assurance & Customer Satisfaction
Our Commitment
Despite international dropshipping logistics, we maintain:
- Direct customer service handling all return communications
- Quality standards coordination with supplier partners
- Fair resolution for all legitimate return requests
- Transparent communication about realistic processing timelines
Supplier Coordination
We work directly with international suppliers to:
- Ensure proper return processing
- Maintain quality control standards
- Resolve disputes or processing delays
- Provide customer updates throughout the process
9. Contact Information & Support
Return Questions: contact@tailtastic.store
Response Time: Within 24 hours
Business Hours: Monday-Friday 9AM-6PM EST
10. Special Circumstances
Holiday Periods
Returns during international holidays (Chinese New Year, Golden Week) may experience additional processing delays. We'll communicate any extended timelines proactively.
Customs Issues
If return packages are held at customs:
- We'll work with suppliers to resolve customs holds
- Extended processing times may apply
- Customer communication provided throughout
Lost Return Packages
For return packages lost in transit:
- Tracking information required for investigation
- We coordinate with international shipping carriers
- Refund or replacement provided once loss is confirmed
Policy Last Updated: 23.09.2025