Refund policy

Custom items are final sale unless damaged or defective.

To be eligible for a return on non-custom items (such as generic refill bags), your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return or report an issue, contact us at support@tailsntotes.com.

Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. For damaged or defective custom items, please email clear photos of the issue to tailsandtotes1@gmail.com so we can evaluate it and ship a replacement.

Exceptions / Non-Returnable Items Because our core items are custom-made and personalized with your pet's name, personalized products cannot be returned or exchanged unless they arrive damaged or defective.

European Union 14-Day Cooling-Off Period Please note that in accordance with EU consumer law, customized and personalized goods are exempt from the 14-day right of withdrawal and cannot be returned for change-of-mind reasons. Non-custom items shipped into the EU may be canceled or returned within 14 days provided they are unused and in their original packaging.

Refunds Once approved, you’ll be automatically refunded on your original payment method within 10 business days. If more than 15 business days have passed since your refund approval, contact us at support@tailsntotes.com.