Política de reembolso
Refund policy
This refund policy is for Tail.Wags users who have problems with the order, product and package. Tail.Wags will process the refund in 48 hours.
Tail.Wag makes an effort to provide the best service for all users. To better solve the return and refund issue, please view the following content.
What you need to provide:
A. Photos/videos of the damaged item. Please send us the materials to prove the damage.
B. Screenshots of the dispute, which include name, date and content. For example, a customer complaint/dispute raises through PayPal Dispute, e-mail, chat window, etc.
C. (Optional) Tracking number of the item. If Tail.Wags asks for a return of the item, you need to send the tracking number to prove that you returned it.
How to request a refund:
A. contact Tail.Wag
B. Send photos/videos of the damaged product and screenshots of dispute.
Please note that:
The money will be refunded to the original payment channel (PayPal or credit card). Or it will be refunded to your account balance.
Cases that Tail.Wags makes refunds:
1. Damaged Products
If the arrived product is damaged, Tail.Wags offers a full refund or replacement.
2. Incorrect or Missing Products
Tail.Wags has a strict quality control standard. We will check every product before delivery. If any of the following circumstances exist, we offer a full refund or replacement:
- Incorrect product
- Product with the wrong color, size, etc
- Product with a missing component
Please note that:
You don’t need to return the incorrect product. We will refund or resend the right one to you.
If you have any questions about size, please provide photos of the measurement. Make sure that you measure the item in the correct method. You can send the result to our customer service and we will deal with it asap.
3. Products Out of Stock
Tail.Wags offers a full refund if the product is out of stock. We will notify you and make the refund or replacement.
4. Products Unable to Ship
Tail.Wags offers a full refund if the product can not be shipped. Due to the limited transportation, some products do not have proper shipping option. We will notify you in time and make the refund.
5. Delayed Orders
Tail.Wags offers a full refund if the order delays. It will be counted from the date that the package leaves Tail.Wags warehouse.
- In normal circumstances, more than 30 days.
- In the busy season, more than 40 days, such as Black Friday, Cyber Monday, Christmas, etc.
- In unforeseen circumstances, such as epidemics etc, the date will be different. Please pay attention to our notification email and message.
Please note that:
a. For orders shipped to the USA, European countries, New Zealand, Canada, Tail.Wags will refund if the total shipping time more than 30 days.
b. For orders shipped to South America, Middle East, India, Africa, Tail.Wags will refund if the total shipping time more than 60 days.
c. Order delay caused by delivery pending, such as an insufficient address, package unclaimed, inability to contact the customer, etc, Tail.Wags will not refund you.
6. Cancel Orders
Tail.Wags offers a full refund if the order cancels before the product is shipped. But we will not offer a refund if the following circumstances exist:
- POD orders: We will not refund you for the product is customized.
- Orders with Branding Project: Orders with Branding Project cannot be canceled after 48 hours of payment.
7. Missing Packages
Tail.Wags offers a full refund if the package is missing during the delivery.
8. Other Conditions
Tail.Wags offers a warranty for all products. The warranty period is 30 days from the day of receipt of the product. After 30 days, we don't support refunds.
Cases that Tail.Wags does not make refunds:
1. Order Delivered
Tail.Wags will not offer a refund or resend if the tracking info shows ‘order delivered.’
2. Package Unclaimed
If the package is unclaimed, it will be destroyed by the local carrier within 48 hours.
3. Tracking Information Alert
Tail.Wags will not offer a refund or resend if the tracking info alerts. The following reasons may cause the alert:
- Incorrect/insufficient Address
- Refused Package
- Customs Clearance
- Non-Existing Number
- Unknown Recipient
Explanation
1. Expiration Date of Raising Dispute
You can raise a dispute within 30 days from the date you receive the product.
2. Dispute Denied
The following disputes will be denied.
- No Tracking Info
EPROLO will deny your dispute if the tracking info expired. Generally, the post office will keep tracking information of the order for 180 days.
3. Return
Tail.Wags does not suggest you return products. Because the shipping cost is high and sometimes higher than the product value. Also, it takes months to deliver the package, which will affect the processing time.
If you’ve returned the product, please send the tracking number to our customer service.
Tail.Wags always makes an effort to provide the best service. If you have any other questions, please feel free to contact us at info_tailwags.online