Refund policy

We want you and your furry companion to love your purchase. Because we work with international fulfillment partners to ship your order directly from our warehouses, our return policy is structured a little differently from a typical local retailer’s — please read below so you know exactly what to expect.

1. Final Sale Policy

• All orders are considered Final Sale. Because our products are shipped internationally directly from our fulfillment partners, we’re unable to accept returns or offer refunds for reasons such as change of mind, color preference, or ordering without checking specifications.
• The only exceptions are damaged, incorrect, or missing items — see Section 2 below for how we resolve these.

2. Broken, Wrong, or Missing Shipments

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. Contact us first and we will take care of it.

Claim window: All claims must reach us within 15 days of delivery. Within that window, please contact us as soon as you notice a problem — ideally within 7 days, while the packaging and shipping label are still available for us to verify with the carrier. After the 15-day window closes, we’re unable to offer a replacement or refund.

• Damaged or wrong items (e.g., wrong size or style): Email us at service@nuztails.com with your order number and photo or video proof of the issue. Once verified, we will ship out a brand-new replacement, usually without requiring you to return the original item.
• Missing shipments: If your tracking number shows no movement for an extended period, or the carrier confirms the parcel is lost, contact us with your order number and we will issue a replacement.

3. Hygiene & Safety Restrictions

For strict hygienic reasons and to protect all pets from cross-contamination (such as fleas, parasites, or skin diseases), the following categories are always Final Sale, even if unopened:

• Pet apparel & wearables: Pet clothing, harnesses, collars, leashes, and beds. 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).

These restrictions do not affect your rights under Section 2 — if an item in these categories arrives damaged or incorrect, we will still replace it.

4. Refunds Processing

Once your replacement or refund request is verified, refunds are processed back to your original method of payment within 3 to 7 business days. Depending on your bank or card issuer, it may take a few additional days for the funds to appear on your statement.

5. Contact

For any issue with your order, email service@nuztails.com with your order number. We aim to respond within 1–2 business days.