Refund policy
Last updated: July 20, 2026
We want you and your pet to be happy with your order. This policy explains how returns, refunds, damaged items, exchanges, and cancellations are handled.
30-Day Returns
We accept eligible returns within 30 days of delivery.
For change-of-mind returns, items must be unused, in their original condition, and returned with their original packaging when available. You may open the package to inspect the product, but the item must not show signs of use, washing, pet hair, stains, damage, or alteration.
Returns are accepted by mail. We do not charge a restocking fee.
How to Start a Return
Email support@tailtimber.com and include:
- Your order number
- The item you wish to return
- The reason for the return
We will respond within one business day with return instructions and the correct return address.
Please contact us before mailing anything back. Returns sent without prior authorization or to an incorrect address may not be received or processed.
Return Shipping Costs
Tail & Timber will cover approved return shipping costs when an item is damaged, defective, or incorrect.
For change-of-mind returns—including ordering the wrong size, color, or item—the customer is responsible for return shipping costs, including international return postage where applicable.
Original shipping charges are non-refundable for change-of-mind returns. Customs duties, import taxes, and related fees are also non-refundable unless required by applicable law.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If an item arrives damaged, defective, or incorrect, contact support@tailtimber.com as soon as reasonably possible and include:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging, when available
Depending on the issue and applicable law, we may provide a replacement, refund, or another appropriate remedy.
In many cases, you will not need to return the damaged, defective, or incorrect item. When a return is required, we will provide return instructions and cover the approved return-shipping cost.
Refund Timeline
Once your return is received and inspected, we will notify you by email whether the refund has been approved.
Approved refunds are issued to the original payment method within 5–10 business days after inspection. Your bank, card issuer, or payment provider may require additional time to display the refund in your account.
If more than 10 business days have passed since we confirmed your refund, contact support@tailtimber.com.
Order Cancellations
To request a cancellation, email support@tailtimber.com as soon as possible.
Orders may be cancelled for a full refund before processing or fulfillment has begun. We cannot guarantee cancellation once fulfillment is underway.
After an order has shipped, it can no longer be cancelled and will instead be subject to this return policy.
Exchanges
We do not currently process direct exchanges.
To order a different size, color, or product, return the original eligible item and place a new order. The original purchase will be refunded after the return is received, inspected, and approved.
International Returns
We currently serve customers in the United States, Canada, and Australia.
Customers are responsible for change-of-mind international return shipping. International postage may be expensive, so please contact us before returning anything.
Nothing in this policy limits rights or remedies available under applicable consumer-protection laws.
Australian customers may have additional rights under the Australian Consumer Law. Those rights cannot be excluded, restricted, or replaced by this policy. Australian consumer guarantees may provide a remedy beyond the stated 30-day return period when a product is faulty, unsafe, materially different from its description, or otherwise fails to meet a consumer guarantee.
Contact Us
For questions about returns, refunds, cancellations, or damaged products, contact:
Tail & Timber
Email: support@tailtimber.com
Phone: (888) 231-2640
Address: 5832 Canyon Oaks Ln, Fort Worth, TX 76137, United States
Customer-support inquiries are typically answered within one business day, Monday through Friday.
This policy should be published on its own accessible page and configured to match the return settings in Merchant Center for the United States, Canada, and Australia. Google expects the website and Merchant Center to agree on the return window, accepted condition, return method, fees, exchanges, and refund handling.