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 (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.

  • Requests must be submitted within 15 days of delivery. After this window, we're unable to offer a replacement or refund.

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).

4. Refunds Processing

  • Once your replacement or refund request is verified, refunds are processed back to your original method of payment (Credit Card, PayPal, Apple Pay, etc.) within 3 to 7 business days.