Refund Policy

We want you and your furry companion to love your purchase. If you are not completely satisfied, we are here to help.

1. Return & Exchange Windows

  • Refund Requests: Must be initiated within 15 days of receiving your order.

  • Exchange Requests: Must be initiated within 30 days of receiving your order.

  • If the respective window has passed since delivery, unfortunately, we cannot offer you a refund or exchange.

  • To be eligible for a return, your item must be unused, unwashed, free of pet hair/odor, and in the exact same condition that you received it. It must also be in its original packaging with all tags attached.

2. Hygiene & Safety Restrictions (Final Sale Items)

For strict hygienic reasons and to protect all pets from cross-contamination (such as fleas, parasites, or skin diseases), the following categories are considered Final Sale and cannot be returned or exchanged:

  • Pet Apparel & Wearables: Pet clothing, harnesses, collars, leashes, and beds that have been opened or tried on. （Please cross-check our Size Guide thoroughly before ordering）.

  • Pet Food & Consumables: Treats, kibble, supplements, or oral toys. We do not accept returns if your pet simply does not like the taste or is a picky eater.

  • Seasonal & Customized Items: Holiday-themed goods (e.g., Christmas, Halloween items) and personalized products (e.g., engraved tags, custom prints) are non-returnable.

3. Broken, Wrong, or Missing Shipments (Fast-Track Resolution)

We understand international shipping challenges. If there is an issue with your order, please DO NOT send your purchase back to the manufacturer or the original sender address:

  • Damaged / Wrong Items (e.g., Wrong Size/Style): Email us at service@nuztails.com within 48 hours of delivery with your order number and photo/video proof of the issue. Once verified, we will ship out a brand-new replacement immediately, usually without requiring you to return the original item.

  • Missing Shipments: If your tracking number shows no movement or the carrier confirms it is lost, contact us with your receipt, and we will issue a replacement immediately.

4. Return Shipping & Handling Fees for "Change of Mind"

  • If the return is not due to our error (e.g., change of mind, color preference, or ordering the wrong size without checking specifications):

  • The customer is fully responsible for paying the return shipping costs to our designated return warehouse.

  • Our actual shipping and handling costs (typically ranging from $5.50 to $30.00 USD per item, depending on dimensions and weight) will be deducted from your final refund.

  • Original shipping fees are non-refundable.

5. Refunds Processing

  • Once your return is received and inspected, your refund will be processed back to your original method of payment (Credit Card, PayPal, Apple Pay, etc.) within 3 to 7 business days.