Refund policy
Return & Refund Policy
30-Day Return Policy
We want you to be happy with your purchase from Tailvie. If you would like to request a return, please contact us within 30 days of receiving your order.
To be eligible for a standard return, an item must be unused, in the same condition in which it was received, and in its original packaging when applicable. Proof of purchase may be required.
For health, hygiene, and safety reasons, products that have been used by or exposed to a pet are not eligible for a standard return. This includes products that a pet has played with, worn, slept on, eaten or drunk from, chewed, scratched, or otherwise used.
This restriction does not apply to valid claims involving products that arrived damaged, defective, or incorrect.
Damage caused by normal wear and tear, chewing, scratching, misuse, improper care, or other pet activity after receipt is not considered a product defect.
Starting a Return
To request a return, contact us at support@tailvie.com before sending anything back. Please include your order information and the reason for your return.
If your return is approved, we will provide instructions for the appropriate next steps.
Please do not send products to an address without first receiving return instructions from Tailvie. Items sent without prior authorization may not be eligible for a refund.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order when it arrives and contact us promptly if an item is damaged or defective, if you receive the wrong item, or if something is missing from your order.
Photos or video showing the product and the problem will be required so that we can evaluate the issue and process your claim. Depending on the issue, we may also request photographs of the original packaging, shipping label, or other information related to the order.
Once the issue has been reviewed and verified, we will provide instructions for the appropriate resolution, which may include a replacement or refund.
Non-Returnable Items
Certain items are not eligible for a standard return, including:
• Items that have been used by or exposed to a pet
• Items damaged through chewing, scratching, misuse, improper care, normal wear and tear, or other pet activity
• Personalized or custom products
• Gift cards
• Items specifically identified as final sale at the time of purchase
These restrictions do not prevent customers from submitting a valid claim for an item that arrived damaged, defective, incorrect, or incomplete.
If you are unsure whether your item is eligible for return, please contact us at support@tailvie.com before attempting to return it.
Exchanges
If you would like a different item, size, color, or variation, please contact us at support@tailvie.com. Items must meet the eligibility requirements for a standard return. We will review your request and provide the appropriate options based on the product and circumstances.
Refunds
If a refund is approved, it will be issued to your original payment method. Please allow time for your bank or credit card company to process and post the refund after it has been issued.
Original shipping charges, if any, are generally non-refundable unless the refund results from an error with your order or an item that arrived damaged, defective, or incorrect.
Questions
If you have questions about a return, refund, replacement, or your order, please contact us at support@tailvie.com.