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Refund Policy

Here at Tail of Joy we want you to have complete peace of mind when you choose to shop with us.

We understand that ordering online can be daunting and we want to make sure you know we are here to help from start to finish. We are all animal lovers and know you just want the best for your furry friends.

We hope you love your items as much as we do but understand that in some cases you may need to contact us to organise a return and we are here to make this as easy as possible for you.

Terms:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return if your purchase is damaged or defective / wrong item / color / size.

If your purchase does not match the description or if the item is defective, please contact us within 48 hours of receiving your order - we will make sure that all of your issues are resolved.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

If a refund is processed for your order, we will refund the total amount minus our postage and a handling fee of $7.90.

In some specific circumstances we offer store credit if a return is not viable/possible.

Each case is unique so if you have any concerns whatsoever with your order and wish to receive further information on any of the above please do not hesitate to contact us at tailofjoycustomerservice@gmail.com

PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.

You can always contact us for any return question at tailofjoycustomerservice@gmail.com. To complete your return, we require a receipt or proof of purchase.

Exceptions / non-returnable items:
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 
Unfortunately, we cannot accept returns on sale items or gift cards.

Damaged or faulty items:

In the unlikely event that your item has arrived to you in an unsatisfactory condition or is damaged upon arrival we will fix the problem right away. In order to process this, you will be required to provide us with photos of the issue to us.

Each case is different and depending on the circumstances and the severity of the damage we may offer a replacement order/exchange or a full refund. This is down to the discretion of the Management Team.

Please also note that on occasion there may be slight color/shade disparity between the colors of our items on different platforms e.g. mobile/tablet due to tint and contrast difference and we aim to accurately demonstrate all of our products on our website as clearly as we can.

Refunds (if applicable):

Refunds will not be offered for delayed shipping since you have made your order. Once your order has been collected from us, we have very little control over how long it will take. See our Shipping page for more details.

All refunds are processed for the full amount paid for the item ordered however please note that the shipping costs are non-refundable.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Address errors:

Please make sure to double-check your address when you are entering your details on our contact information page. If you have entered the wrong address, moved or need to change a product size/style after your order has been shipped and you have received your shipping confirmation we will be unlikely to be able to accommodate you nor offer you a refund. Please contact us ASAP if you notice a mistake or error so we can contact the warehouse.

Please Note: In the circumstances that we are able to resend an order to you you will be required to cover the re-shipping/restocking fee as necessary.

Delayed order:

Please note that we aim to get all of our orders to our customers within the time window outlined on our shipping information page:

Unfortunately from time to time delays can occur. While we appreciate that this can be frustrating we cannot cancel / refund orders that are trackable and still in transit. However on occasion items do get mislaid or held up a substantially long time and we are 100% committed to resolving this fully on a case by case basis.

Each case is different so you have any concerns whatsoever with your order / the tracking number assigned to your order and wish to receive further information on any of the above please do not hesitate to contact us.

Late or missing refunds (if applicable):

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at tailofjoycustomerservice@gmail.com

Exchanges (if applicable):

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at tailofjoycustomerservice@gmail.com.

You will be charged for our postage and handling to send out the exchanged item.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping:

To return your product, you should mail your product to the Warehouse it was delivered from. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.