At Tailmi Paws, we want you and your furry friends to have the happiest shopping experience. If you are not completely satisfied with your purchase, please review our policy below to process your return or exchange. If you have any questions, feel free to contact us at info@tailmipaws.com.
Time Limits
- Request Window: Return or exchange requests must be initiated within 7 days of the delivery date.
- Return Window: Once your return request is approved via email, the item must be shipped out within 5 days.
Eligibility & Product Standards
For the health and safety of all pets, returned items must strictly meet the following conditions. Items that do not comply with these criteria will not be accepted for a refund or exchange:
- Original Packaging & Tags: Items must be returned with their original dust bags, packaging, and all accessories. Brand tags must NOT be removed, cut, or reattached; they must remain in their original factory-attached condition.
- Brand New & Odor-Free: Items must be unwashed, unworn, and only tried on indoors. They must be completely free of perfume, body odor, or any external scents.
- Zero Pet Hair & Stains: The product surface must be entirely free of pet hair, dander, or saliva stains. (Fitting Tip: Please clean your pet before trying on the garment, or place a thin sheet of cloth between your pet and the garment to block hair).
- No Snags or Damage: For our knitwear and crochet products, please ensure there are no snags, pulls, or loose threads caused by pet scratching before shipping them back.
- Non-Returnable Items: Personalized or custom-made products, gift cards, and all clearance items marked as "Final Sale" cannot be returned or exchanged.
- International Orders: Our return and exchange services are currently limited to orders within the United States. International orders are final and cannot be returned or exchanged (except for manufacturing defects).
Shipping Fee Responsibility
- Non-Quality Issues (e.g., incorrect size, change of mind): The buyer is responsible for the return shipping costs. Original shipping fees from the initial order are non-refundable.
- Quality Issues or Wrong Items Sent: Tailmi Paws will cover all shipping costs and provide a prepaid shipping label.
Step-by-Step Return & Exchange Process
To start a return, please log into your account on our website, navigate to the "My Orders" page, and submit a request indicating your reason for return.
- Scenario A: Quality Issues / Defective Items
Along with your submitted request, please email us at info@tailmipaws.com with: Your order number, clear photos/videos of the defect, and a clear photo of the original shipping label. Once approved (within 1-2 business days), we will provide a prepaid shipping label via email. Please print it, attach it to the outside of the package, and drop it off at the designated carrier.
- Scenario B: Non-Quality Issues
Once your request is approved (within 1-2 business days), you will receive our return warehouse address. You must use a trackable shipping service to send the item back. After shipping, please reply to our email to provide your order number, carrier name, tracking number, and a photo of the shipping label. We reserve the right to refuse returns that are lost or damaged in transit due to untrackable shipping or improper packaging.
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Exchange Policy:
We do not accept any form of exchanges. Due to fast inventory turnover, please return your item and place a new order on our official website. Refunds will be processed upon receiving the return.
Refunds & International Orders Notice
- Refund Processing: Once our warehouse receives the package, we will complete the physical inspection within 7 business days and notify you via email. Approved refunds (including taxes) will be automatically credited back to your original payment method within 5-7 business days (actual timing depends on your bank's processing schedule).
- Rejected Returns: If a returned item shows visible pet hair, dirt, or signs of washing, the refund will be denied. Customers may choose to have the item shipped back to them at their own expense.
- International Duties & Taxes (Outside the U.S.): Import duties, taxes, and customs clearance fees are the sole responsibility of the buyer. If a package is returned or destroyed due to a refusal to pay local customs duties, the original shipping fee will not be refunded, and additional return logistics/storage fees may be deducted from any potential refund balance. Please note that customs clearance delays are beyond our control.