Refund policy
Return Policy
At Tail Base, we want you and your pet to be completely satisfied with your purchases. If an item does not suit your companion's size or temperament, we offer a comprehensive return window. Due to animal health protection standards, parasite containment, and veterinary hygiene protocols, please review our return conditions below carefully.
1. Return Window
Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted.
2. Return Eligibility and Conditions
To qualify for a valid return and subsequent refund, your items must strictly adhere to the following criteria:
- The pet bed, tactical harness, fountain, or grooming brush must be completely unused, unwashed, and in its original, brand-new condition.
- Sanitary & Pet Hygiene Rules: To prevent biological cross-contamination, beds, mats, blankets, and grooming accessories cannot be returned if they carry pet fur, dander, organic odor, saliva, or dirt marks. Water fountains and treat toys cannot be returned if filled with water or food.
- All original packaging, vacuum-sealed interior wraps, cardboard forms, branded tags, and pump maintenance leaflets must remain fully intact.
- Items showing signs of dog chewing, claw tears, washed fabrics, fur embedded in velcro, or missing parts will be strictly rejected during our quality inspection.
3. Return Shipping Costs
The customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the bulk of orthopedic foam beds, we recommend using a trackable shipping service and purchasing parcel insurance, as Tail Base cannot guarantee receipt of returned items without tracking proof.
4. How to Initiate a Return
- Contact our customer support team at support@tailbase.store within 30 days of delivery. Please include your order number, pet breed/measurements, item details, and reason for return.
- Our support team will review your request and provide you with an authorized return warehouse address and specialized packaging instructions.
- Do not mail your items back to the address printed on the original shipping label or our corporate office address. Returns sent to unauthorized addresses cannot be processed.
Refund Policy
This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.
1. Order Cancellations and Modifications
- If you need to cancel or modify your order (such as changing a harness size, color, or delivery address), contact us immediately at support@tailbase.store.
- We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
- Once this window has passed, your order is automatically transmitted to our fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to wait for delivery and follow our standard Return Policy.
2. Inspection and Approval Process
Once your returned package arrives at our designated facility, our pet hygiene inspection team will examine the item to verify compliance with our return conditions (completely fur-free, clean surfaces, intact retail box, and all accessories present). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.
3. Refund Timing
If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.
4. Delayed or Missing Refunds
If you have received an approval notice but have not seen the credit reflected in your account:
- Check your bank account or credit card statement again.
- Contact your bank or financial institution, as processing times vary before funds officially post.
- If you have completed these steps and still have not received your refund, please contact us at support@tailbase.store for further assistance.