Returns and refunds

We accept eligible return requests within 30 days of delivery.

Eligibility

To be eligible, an item must be unused, unworn, in its original condition and packaging, and accompanied by proof of purchase. For hygiene and safety reasons, opened treats, chews and other consumable products cannot be returned unless they arrived damaged, defective or incorrect.

Items showing chewing, wear, outdoor use, washing, damage or missing packaging may be declined. Final-sale items and gift cards are not returnable unless required by law.

Starting a return

Use our Contact page and include your order number, the item you want to return and the reason. For damaged, defective or incorrect products, include clear photographs of the product and packaging.

Do not send a return directly to a supplier without receiving return instructions from Trail Tails Studio. Products in the same order may have different return destinations.

Return shipping and fees

Eligible returns currently have no supplier label fee or restocking fee. Original shipping charges are not refundable unless the item was damaged, defective or sent incorrectly. We will provide the applicable return instructions after the supplier reviews the request.

Refunds

Approved refunds are issued to the original payment method after the supplier receives and approves the return and refunds Trail Tails Studio. Bank or card processing times may delay when the credit appears.

Exchanges

We do not guarantee direct exchanges. If a different size or colour is needed, contact us before returning the original product. Availability can change while a return is in transit.