Refund Policy
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with original tags and in its original packaging, where the tags and packaging must be intact. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at customer@thetailstory.com. Please note that the initial shipping costs are non-refundable and customers are responsible for paying return shipping costs. We highly recommend tracked shipping with insurance as Canada Post/USPS' loss package rate has gone up significantly since the pandemic due to increased volume (insurance is automatically included with Canada Post's expedited parcel and USPS' priority mail).
However, if the item received is incorrect, damaged, or defective, please contact us by email within 3 days of the delivery date with attached picture/video proof. In which case we will provide a complimentary return label. Because pet products withstand excessive wear and tear, items after 3 days of their receipt time will no longer be considered for damage and defective refund. This includes loose seam, stains and discoloration. Also, as no toys are indestructible, toys destroyed by pet after playing will not be replaced or refunded, and we suggest always supervising your pets while they play with toys, especially when the toy is first introduced.
Notes:
- Items don't meet our return policy will not be accepted as returns and we are not responsible for shipping these items back to you.
- On sale items are final sale and not eligible for returns.
You can contact us for all return questions at customer@thetailstory.com.
Exchanges
Please note that we don't offer exchanges, you can return any new, unused item for a refund and place an order for the new item that you would like instead.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
Order Cancellation & Modification
Our system doesn't support modifying already confirmed orders. But you can cancel your order before it's been fulfilled and shipped. Because we always aim to fulfill orders as soon as possible, you generally have a 12 to 24 hours window after order placement for cancellation. Please contact us at customer@thetailstory.com with your order number for cancellation request.
Lost Packages
Although it's extremely rare, lost packages do happen. If your package shows "delivered" in carrier's tracking system but not received by you within 3 days, or if it has past the estimated delivery time for more than two weeks, please contact us at customer@thetailstory.com with your order number. We will file a service ticket with Canada Post/USPS/UPS to start the investigation process. The investigation process usually takes 2 to 4 weeks and you will be contacted by the couriers. Once we receive the confirmation regarding the final status of your package from Canada Post/USPS/UPS, a refund may be issued.
Wrong Address & Carrier Returned Packages
Please always double check your shipping address is correct before placing your order. In case the recipient's address is wrong, not accessible, or the delivery of your package is rejected, it will be returned to us by Canada Post/USPS/UPS. We will refund the products in your order once we receive the returned package. However, initial shipping cost is non-refundable and a handling/restocking fee of $5 CAD/USD for Canadian/US orders, plus any extra surcharge imposed by shipping carrier will be deducted from the refund.
Online tools to validate your shipping addresses: