Return window
Most eligible items may be reviewed for return within 30 days of delivery.
Tailhaven policy care
Returns reviewed with calm, clear support
Refund policy for everyday pet living.
We want every Tailhaven order to feel considered from checkout to home. This page explains how returns, refunds, exchanges, damaged items, and order concerns are handled for pet essentials and pet lifestyle products.
Item condition
Products should be unused, clean, complete, and in their original packaging.
Processing time
Approved refunds are usually processed after the returned item has been inspected.
Shipping timing
Orders are prepared with an estimated dispatch time of 3–5 business days.
Return eligibility
To keep every pet household safe and comfortable, returned items must be in a condition that allows them to be reviewed properly. Eligible products should be unused, unwashed, free from pet hair, odor, stains, or damage, and returned with all original packaging, inserts, manuals, tags, and accessories included.
Items that have been used by a pet, chewed, scratched, marked, altered, washed, assembled in a way that changes the product condition, or returned incomplete may not qualify for a refund.
- Return requests should be made within 30 days of delivery.
- Proof of purchase, order number, and customer contact details may be required.
- Products must be packed securely to avoid damage during return transit.
How to start a return
Before sending any item back, please contact Tailhaven support so we can review the request and provide the correct return instructions. Items sent back without prior approval may be delayed or may not be accepted.
- Email info@tailhaven.xyz with your order number and the reason for your request.
- Include clear photos if the item arrived damaged, incomplete, or different from what you expected.
- Wait for return instructions before shipping the item back.
Return shipping
Unless the product arrived damaged, incorrect, or otherwise approved by support, return shipping costs may be the customer’s responsibility.
Refund review and timing
Once the returned item is received, it will be inspected for condition, packaging, and completeness. If the return is approved, the refund will be issued to the original payment method. Your bank or card provider may need additional time to post the refund to your account.
Original shipping charges, return shipping charges, gift wrapping, priority handling, or other service-related fees may be non-refundable unless required by applicable law or approved by Tailhaven support.
Damaged, defective, or incorrect items
If your order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible after delivery. Include your order number, a short description, and clear photos of the product, packaging, and shipping label so we can review the issue efficiently.
- Please keep the product and packaging until the review is complete.
- Depending on the situation, we may offer a replacement, exchange, store credit, or refund.
- Claims may be harder to review if the item has already been used, discarded, repaired, or modified.
Items that may not be returnable
For hygiene, safety, and product integrity, certain pet items may be final sale or may not be eligible for return once opened or used.
- Opened grooming, cleaning, dental, health, wellness, calming, or supplement items.
- Used beds, blankets, collars, leashes, harnesses, toys, bowls, litter items, waste products, or travel accessories.
- Personalized, clearance, final sale, gift card, or specially marked non-returnable items.
Exchanges and replacements
When available, exchanges or replacements may be offered for eligible items. Availability can depend on product condition, inventory, and the specific issue being reviewed. If the requested replacement is unavailable, we may offer an alternative resolution.
For pet sizing, fit, or product suitability questions, please contact us before purchasing so we can help you choose the most suitable option for your pet’s daily routine.
Before sending back
Pack it clean, complete, and protected.
A careful return helps our team review your request faster. Please include all original components and use protective packaging so the item arrives safely.
Dispatch estimate
3–5 business days
Support email
info@tailhaven.xyz
Return review
After item inspection
Common refund questions.
Clear answers for everyday pet care orders, from unopened essentials to damaged deliveries.
Can I return an item my pet has tried?
For hygiene and safety, items that have been used by a pet, chewed, scratched, stained, washed, or exposed to pet hair or odor may not be eligible for return.
When will I receive my refund?
Approved refunds are issued after the returned item has been received and inspected. After approval, your payment provider may need additional time to post the refund.
What should I do if my order arrived damaged?
Please contact info@tailhaven.xyz with your order number and clear photos of the item, packaging, and shipping label. Keep all packaging until the review is complete.
Do you refund shipping charges?
Shipping and service-related fees may be non-refundable unless the item arrived damaged, incorrect, or the refund is otherwise approved by Tailhaven support.
Tailhaven support
Need help with a return or refund?
Send us your order details and a short note about the issue. Our support team will guide you through the next step with clear instructions.