Refund policy

We want you and your pet to love what you ordered from Tidy Tails. If something is not right, we are here to help.

30-day returns

You have 30 days after receiving your item to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging. You will also need your order number or proof of purchase.

How to start a return

Contact us through the Contact page on our store before sending anything back. We will reply with instructions and the return address. Items sent back without first requesting a return cannot be accepted.

Damaged, defective or wrong items

Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, contact us within 7 days of delivery with your order number and a photo of the problem. We will send a replacement or give you a full refund at no extra cost to you.

Items that cannot be returned

For hygiene reasons, grooming tools that have been used on a pet cannot be returned unless they arrived damaged or defective.

Return shipping

If you are returning an item because you changed your mind, you are responsible for the return shipping cost. If the item arrived damaged, defective or incorrect, we cover the cost.

Refunds

Once we receive and inspect your return, we will let you know whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card company may take additional time to post the refund.

Order cancellations

You can cancel an order for a full refund any time before it ships. Once an order has shipped it can no longer be cancelled, but you can return it under this policy.